hotel industry project
TRANSCRIPT
APROJECT REPORT ON
“A Study of Hotel Industry & Its Contribution Towards Tourist Attraction in Delhi / NCR”
Submitted in partial fulfillment of the requirementsfor the award of the Degree of
Bachelor of Business Administration BBA (T&TM)
To
GuruGobindSinghIndraprasthaUniversity, Delhi
Guide: Submitted by: P.K.Nayak Jinny Thomas Enroll No.: 02620505011
BLS INSTITUTE OF TECHNOLOGY MANAGEMENTDelhi- Rohtak Road, NH-10, Jakhoda, Bahadurgarh -124507
1
Batch (2011-2014)
CONTENTS
S No Topic Page No
1 Certificate (s) 2 Acknowledgements3 List of Tables4 List of Figures5 Chapter-1:General Introduction (Industrial
Background)6 Chapter-2:Introduction to the Problem7 2.1 Statement of the Problem
8 2.3 Objectives of the Study
9 2.4 Hypothesis
10 2.5 Scope of the Study
11 Chapter 3: A Brief Description of the Organization Profiles
12 Chapter 4: Theoretical Perspectives13 Chapter 5: Methodology
14 5.1 Research Approach (Design)
15 5.2 Data Collection Methods/Sources
16 5.4 Sampling Plan
17 5.6 Analysis – Statistical Tool
18 Chapter 6: Data Preparation19 6.1 Data Analysis
20 6.2 Hypothesis Testing
21 Chapter 7: Findings22 Chapter 8: Limitations23 Chapter 9: Conclusions and Recommendations24 Appendices and Annexures25 List of References
2
DECLARATION
I, Ms JINNY THOMAS, Roll No. 02620505011 certify that the Project Report (Paper Code BBA .......) entitled “A Study of Hotel Industry & Its Contribution Towards Tourist Attraction in Delhi / NCR” is done by me and it is an authentic work carried out by me. To the best of my knowledge and belief, the material embodied in this Report has not been submitted earlier for the award of any Degree or Diploma by any University or Institution.
Signature of the StudentDate:
3
CERTIFICATE
Certified that the Project Report (Paper Code BBA – Code No.) entitled
“___________________________________________________” done by Mr/Ms___________________________________________________, Roll
No. ___________, has been completed under my guidance and supervision.
Signature of the Guide Date: Name of the Guide:
Designation:
Countersigned
Director
4
ACKNOWLEDGEMENT
I would like to thank I.P University and BLS Institute for giving me the opportunity to
work on this project. I have gained valuable insight into the marketing research area
industry during the period of this project and this has allowed me to enhance my
knowledge & skills.
I would also like to convey my gratitude to for her guidance, supervision and
valuable suggestions without which it would have been impossible for me to complete
the project report.
Her leadership throughout the report assisted me in further development of my
knowledge base as well as in implementing the knowledge that I have acquired as a
management undergraduate.
Thank you for your support and guidance.
5
LIST OF TABLESTable
No Title Page No
1 Table 1: Coding of data 65
2 Table 2: Gender of the respondents 66
3 Table 3: Age of the respondents 67
4 Table 4: Current occupation of the respondents 68
5 Table 5: Monthly income of the respondents 69
6 Table 6: Residence income of the respondents 70
7 Table 7: Frequency of visiting Delhi / NCR 71
8 Table 8: Purpose of visit to Delhi 72
9 Table 9: Type of Hotel preferred 73
10 Table 10: Tourist spot near hotel 74
11 Table 11: Hypothetical Situation 75
12 Table 12: Rating of Shangri La 76
13 Table 13: Rating of Qutub Hotel 77
14 Table 14: Rating of Vivanta by Taj 78
15 Table 15: Rating of The Claridges 79
16 Table 16: Impact of guided sight-seeing on choice of hotel 80
17 Table 17: Recommendation of hotel to a friend 81
6
LIST OF FIGURESFigure No Title Page No
1 Figure 1: Sampling plan 50
2 Figure 2: Gender of the respondents 66
3. Figure 3: Age of the respondents 67
4. Figure 4: Current occupation of the respondents 68
5. Figure 5: Monthly income of the respondents 69
6 Figure 6: Residence income of the respondents 70
7 Figure 7: Frequency of visiting Delhi / NCR 71
8 Figure 8: Purpose of visit to Delhi 72
9 Figure 9: Type of Hotel preferred 73
10 Figure 10: Tourist spot near hotel 74
11 Figure 11: Hypothetical Situation 75
12 Figure 12: Rating of Shangri La 76
13 Figure 13: Rating of Qutub Hotel 77
14 Figure 14: Rating of Vivanta by Taj 78
15 Figure 15: Rating of The Claridges 79
16 Figure 16: Impact of guided sight-seeing on choice of hotel 80
17 Figure 17: Recommendation of hotel to a friend 81
LIST OF ABBREVIATIONS
7
S No Abbreviated Name Full Name
1 ITC Indian Tobacco Company
8
CHAPTER 1
GENERAL INTRODUCTION (INDUSTRIAL BACKGROUND)
INDUSTRIAL BACKGROUND
9
1.1 HOSPITALITY INDUSTRY IN INDIA:
Before World War 11, most hotels in India were developed in locations that were
frequented by the British and Indian aristocracy. This period saw the development of
hotels being undertaken by individual British and Indian entrepreneurs, with only a few
com- panies owning hotels in India, such as The Taj Group--Indian Hotel Company
(owned byJ. R. D. Tata) and Faletti's Hotel, East India Hotel Oberoi Group.
The important hotels that were built during India's British period were:
The Rugby, Matheran (1876)
The ~aj Mahal Hotel, Mumbai (1900)
The Grand, Calcutta (1930)
The Cecil Hotels, Shimla and Muree (1935)
The Savoy, Mussoorie (1936)
India gained independence in 1947, and the hotel industry had a period in which no
1 hotel development took place. Upon his return from the Non-Aligned Movement Con-
ference in 1956, Late Pundit Jawaharlal Nehru, then Prime Minister of India, recognized
that tourism could be an engine for the country's economic growth and was inspired to
/ build quality hotels in India for visiting foreign dignitaries. This led to the first-ever
gov-
/ ernment investment in the hotel industry with the building of the Ashoka Hotel in New
Delhi.
The India Tourism Development Corporation (ITDC) was set up in 1966 as a corpora-
tion under the Indian Companies Act of 1956, with the merger of Janpath Hotel India
Ltd. and India Tourism Transport Undertaking Ltd. Today, ITDC provides a complete
range of tourism services, including accommodation, catering, entertainment and shop-
ping, hotel consultancy, duty free shops, and an in-house travel agency.
The government gave the tourism industry another boost when it created the Minis- try of
Tourism and Civil Aviation in 1967, separating it from the Ministry of Transport and
Shipping, thereby recognizing that tourism was not simply about transporting people
from point A to point B but had a much wider role to play in the nation's economy.
Concurrently, Rai Bahadur M. S. Oberoi, Chairman of East India Hotels Ltd., was
expanding his empire by constructing New Delhi's first modern multi-story hotel, which
10
was franchised to U.S.-based Inter-Continental Hotels. The portfolio of Oberoi hotels
consisted of The Cecil, Shimla; The Oberoi Grand, Calcutta; The Oberoi Clarks,
Shimla; The Oberoi Palm Beach; and Gopalpur on the Sea.
The Taj Mahal Hotel in Bombay was the next to follow this franchising trend in 1970
when it adopted an Inter-Continental hotel franchise for its new hotel in Bombay.
Simultaneously, the Oberoi Tower Hotel under construction in Bombay entered into a
franchise and management agreement with Sheraton. Holiday Inn also made its entry into
India through franchising its hotel project in Bombay.
This was the beginning of the methodical planning, designing, decorating, and furnishing
of hotels in India, along with the installation of systems for operating various departments
in a hotel. The training of managerial and other personnel was an important franchise
benefit, and the first few batches of managers trained by the Inter-Continental
Hotel Company set a new trend of competent professional hotel management for India's
hotels that continues to influence and guide India's hotel industry today. Before the
marketing impact of hotel franchising and hotel management by expatriate managers
could be assessed and could proliferate, however, there was a surge of nationalism in
India, resulting in the elimination of management service as an integral part of franchise
agreements.
In 1975 ITDC launched its hotel business with the acquisition of a hotel in Chennai,
which was rechristened "Hotel Chola." The objective of ITDC's entry into the hotel
industry was rooted in the concept of creating value for the nation. ITDC chose the hotel
industry because of its potential to earn high levels of foreign exchange, create a tourism
infrastructure, and generate large-scale direct and indirect employment. Three Welcome
Group Hotels were commissioned between 1975 and 1977; these were non-franchised
hotels, inspired by the slogan "Be Indian, Buy Indian" and using Indian expertise.
Ultimately, however, these hotels adopted the Sheraton system in 1978 and used the
services of expatriates for the purposes of upgrading staff training and installing Sheraton
operating systems-all without a management contract. This gave the Welcome Group a
good start. It must be noted, though, that it took time for these hotels to achieve
substantial foreign occupancies. The tacit discouragement of foreign franchising by the
government led the leading Indian hotel companies namely The Taj, the Oberoi hotels,
11
and the Welcome Group-to launch their own franchising and management programs,
giving rise to indigenous franchise operations. Their focus, however, was the 5-star and
5-star-deluxe categories of hotels. Such hotels were located in the prominent metropolitan
cities and a few select resorts, leading to a concentration of franchised hotels in these
areas.
Motivated by the success stories of the hotels in the metro cities, individual entrepreneurs
began constructing hotels in secondary cities/resorts during the late 1970s.
When India agreed to host the 1982 Asian Games, a boost was given to the country's
hotel industry. The government announced a national policy on tourism and outlined the
country's tourism development objectives. This policy was timed to help the country meet
the huge need for hotel rooms in New Delhi, the venue of the Asian Games. The
government granted licenses for building hotels to the Ta jTaj Palace, Asian Hotels Hyatt
Regency, India Tourism Development Corporation-Lodhi Hotel, Samrat Hotel, Kanishka,
Le Meridien, and Surya Sofitel, with the stipulation that their new hotels had to be
completed in time for the games. With the opening of these hotels, hotel franchising in
the first-class/5-star hotel segment within the metro cities got further strengthened. It also
gave rise to the fallacy that tourism was an elitist activity that lacked mass appeal.
Over the years, the Indian hotel industry has achieved a significant level of maturity, and
most of the major hotel chains have effectively established specific brands to target
different segments of the market. For example, East India Hotels (The Oberoi Group) has
the Trident brand of hotels targeting the business segment and the Oberoi brand in the
5-star-deluxe segment. International chains such as Six Continents, Carlson Group, and
Choice Hotels have adopted the strategy in India that they follow globally for entering the
budget business segment with their Holiday Inn, Country Inns and Suites, and
Quality Inn Brands, respectively.
The vear 2000 saw a positive performance for the Indian hotel industrv vis-5-vis its :
Lack luster performance over the previous five years. The impact of an improved micro-
environment and a relatively stable political climate enabled the industry to recover from
consistently declining average room rates and occupancy rates. This improvement in the
overall macro-economic scenario in 2000 led to an increase in business confidence.
12
The current Indian hotel market reflects the fact that hotel demand has improved after a
period of two or three years. However, hoteliers are concerned about the new sup- ply of
hotels, which, at an estimated room size of 100 rooms per hotel, reflects an increase of
9,900 additional hotel rooms in India, or approximately 11 percent of India's current
hotel-room supply
Opportunities still exist for the budget-hotel cateaorv and, in a few instances, for the mid-
market hotel sement. Hotel owners must use this time to consolidate and carrv out -1
improvements to their properties to prepare for better times ahead. Many of the new
hotels currently under development should find when they open that the demand for hotel
rooms is stronger than the demand that exists today
There will be further development also of heritage and boutique hotels in the future.
Already, numerous palaces in Rajasthan and other areas close to Delhi are being con-
verted for this purpose. Weekend destinations are becoming popular spots with mem-
bers of the younger generation who want to escape the bustling life in the metros.
On the tourism front, the central and state governments are aggressively pursuing the
tourism agenda, marketing the beaches of Goa and Kerala, along with other noteworthy
heritage destinations such as Jaipur, Udaipur, and Jodhpur. Rising income levels in India
have enabled the industry to attract a higher number of domestic tourists to such destina-
tions.
The depreciation of India's currency will have a two-fold positive impact on the industry
in the short run. With 70 percent of the revenues of the major hotels coming from foreign
tourists, foreign exchange earnings should improve operating margins. In addition,
deprecation should also result in India's becoming a more attractive (less expensive)
tourist destination for foreigners.
Because of the terrorist attack on New York City in September, 2001, and the resulting
war on terrorism, there has been a shift in focus in marketing activities in India, with an
emphasis being placed on domestic tourism and on tourists from the Far East and Japan.
Domestic corporate travel is likely to go down, and foreign travel is 100 percent
restricted to essential travel only. Inbound reservations to India dropped by 19 percent
immediately after the September 11 terrorist attack and are expected to further go down
13
by 40 percent. Domestic travel is expected to fall by 15 percent.
14
CHAPTER 2
INTRODUCTION TO THE PROBLEM
15
A Study of Hotel Industry and its contribution towards tourist attraction in Delhi / NCR
2.1 Statement of the problem:
With a number of hotels situated in Delhi / NCR specially near tourist spots and with
the competition increasing day by day the consumers have become very particular
with their choices and its difficult for a particular group of hotels to gain a
significant market share.
2.2 Objectives of the study a. To study the Hotel Industry of Delhi / NCR.
b. To study the factors which influence the decision of consumers to select a hotel in
Delhi / NCR
c. To study the hotels in terms of tourist spots situated near the hotels in Delhi / NCR
2.3 Hypothesis A hypothesis (H) is an unproven statement or proposition about a factor or
phenomenon that is of interest to the researcher. It may be a tentative statement
about relationships between two or more variables as stipulated by the theoretical
framework or the analytical model. Often a hypothesis is a possible answer to a
research question. Hypothesis are declarative and can be tested empirically. An
important role of a hypothesis is to suggest variables to be included in the research
design.
H0 (null hypothesis): Customers prefer hotels situated near tourist spots in Delhi /
NCR
H1 (alternate hypothesis): Customers do not prefer hotels situated near tourist spots
in Delhi / NCR
16
2.4 Scope of the study a. It is aimed to study the Hotel Industry in Delhi / NCR.
b. To carry out a market survey of Hotel Industry in Delhi / NCR. For this purpose
the geographical area selected is States other than Delhi and National Capital
Region, India. And the data is collected through a questionnaire that is attached as
Annexure I.
17
CHAPTER 3
ORGANIZATION PROFILE
3.1 ITC MAURYA, NEW DELHI
18
ITC Maurya, a premier luxury hotel in Delhi is named after the famous ‘Mauryan”
dynasty which gave Indian history its golden age where art, culture and architecture
flourished. This luxury hotel in Delhi has 438 rooms, including 25 uniquely-designed
suites, are available in a bouquet of room categories, from the Executive Club which
pioneers a tradition in corporate hospitality to the Towers’ eight luxurious floors of
elegance and tranquillity. ITC one rooms – our premium room category offers an allergy
friendly environment with magnificent decor, impeccable service, and the latest in
modern conveniences and amenities. Behind the lavishness is a crisp efficiency and a
deep understanding of the needs of the global traveller.
A Capital Address
In the verdant, ridge fringed enclave of Chanakyapuri, the stateliness of ITC Maurya
aptly reflects the quiet dignity of it location.
Situated in the diplomatic enclave of New Delhi, in close proximity to the corridors of
power in the capital city, ITC Maurya has long been the favoured accommodation of
heads of state, royalty and business leaders from across the world.
Steeped in History
Inspired by the grand Mauryan dynasty, one of the world’s largest and most powerful
kingdoms at its zenith, this 5 star luxury hotel expresses the refined graciousness and
majesty of this mighty empire.
It also reflects the many intriguing facets of the Mauryas and their ‘Golden Rule’, from
the enigma of the Buddhist King Ashoka who was considered, at once, the most
ferocious and the gentlest rulers of all time, the invincibility of Chandragupta and the
unfathomable cunning of his advisor Chanakya and the grandeur of the dynasty.
Refined Artistry
Replete with historical allusions that have sprung to life with the refreshing vitality of
19
contemporary interpretation by some of India’s finest artists, ITC Maurya boasts a
priceless and exquisite collection of art.
In fact even its architecture has been inspired by Buddhist stupas, while its dome shaped
lobby splashed with the stunning ‘procession of life’ painting by Krishen Khanna, has
been modelled on the ancient Buddhist Chaitya cave temples in Karla, Maharashtra.
Culinary Excellence
a significant feature on the itineraries of gourmets across the world, ITC Maurya’s
restaurants promise an uncommon experience of authentic Indian and international
cuisine. Its award winning globally acclaimed restaurants are integral to the care and
attention ITC Maurya accords to your indulgence when you stay here.
3.1.1ABOUT THE HOTEL
Nestled in greenery, in the heart of Delhi’s exclusive Diplomatic Enclave, ITC Maurya –
A Luxury Collection Hotel, is a tribute to the Golden Age of the Mauryan Dynasty – the
first dynasty of India’s empire builders dating back to the 3rd century BC. An imposing
structure of superb luxury, the central lobby of the hotel recreates the panelled dome of a
Chaitya, or Buddhist hall of worship with a splendid painted mural showing India in all
its diversity.
3.1.2 LOCATION:
ITC Maurya is centrally located for business meetings, events, recreation, high end retail
therapy, dining, and those travelling for both business and leisure. It is in close proximity
to the Presidential Palace, India Gate and the world famous shopping district of
Connaught Place.
The hotel houses exclusive work from eminent Indian artists, allowing you to experience
India’s rich cultural heritage.
Acknowledged as the preferred residence of global leaders, ITC Maurya has had the
privilege of hosting heads of state and business leaders for over 30 years. Also, the hotel
has established industry benchmarks in its safety and security, wide choice of room/suite
categories and dining options.
20
ITC Maurya is a Green Hotel endorsing Responsible Luxury. It is certified as the world's
first LEED EB*
(Leadership in Energy and Environmental Design) Platinum rated hotel by the US Green
Building Council.
City Centre (Connaught Place) - 6 km
International Airport - 14 km
Domestic Airport - 7 km
Railway Station - 9 km
India Gate - 8 km
3.1.3 ACCOMODATION:
Luxury, space and service offered with warm courtesy and a smile that captures the
essence of India.
The hotel has 438 rooms, including beautifully designed suites. The different room
categories are all designed to meet the needs of our various guests and include:
Executive Club Rooms (288 sq.ft.) - Elegant rooms with contemporary in-room
facilities and efficient service, the Executive Club Rooms have been designed to meet the
needs of the discerning business traveller.
Executive Club Exclusive Rooms (330 sq.ft.) - Experience luxury with dark wood
panelling, soft decor and spacious bathrooms with walk-in shower chambers. Exclusive
access to The Lounge with tea service and special beverage discounts.
Eva Rooms (330 sq.ft.) - Designed especially for the single lady traveller, the Eva
Rooms are located in the Executive Club Exclusive block with special amenities and
women butlers.
The Towers (440 sq.ft.) - Housed in a quiet and exclusive block with a private check-in
and check-out reception, butler service, lounge access and complimentary buffet
breakfast, evening cocktails and hors’d’oeuvres. These spacious rooms with state-of-the-
art in-room facilities are also the first hotel rooms in India to use a six-step process to
make them allergy free.
ITC One Rooms (575 sq. ft) - These rooms redefine the power of space and are the
ultimate in opulence and comfort. One of the largest luxury rooms in New Delhi, each
21
room offers an exciting ‘digital valet’ with an iPad console, high definition TV, walk in
wardrobe and a 4 fixture luxurious bathroom. Facilities include personalized express in-
room check-in and check-out, exclusive complimentary breakfast at West View,
complimentary lounge access with evening cocktails and hors’d’oeuvres at the Summit
Lounge.
Deluxe & Luxury Suites (485 sq.ft. to 1022 sq.ft.) - Beautifully designed with a
harmonious balance between the classic and the modern, these sprawling suites define
grandeur and luxury.
Presidential Suites (1400 sq.ft. to 4800 sq.ft. for Grand Presidential Suite) - The
exclusive Presidential Suites are synonymous with opulence, luxury, comfort and style.
Equipped with a state-of-the-art business and security features, these suites become your
own private residences with a dining room, opulent sitting rooms, spacious bathrooms
and kitchenette.
3.1.4 FACILITIES AND SERVICES AT THE HOTEL:
Step into the Spa and discover beauty beyond skin while you relax and rejuvenate
yourself.
Spa Journeys: Discover the power of Ayurveda. Allow yourself to drift away on a quest
for solitude where indigenous spices and herbs bring you peace and comfort.
Revitalizing Body Treatments: In ancient India, it is a tradition to prepare the body
through a cleansing ritual. To honour this, they have created various body scrubs to help
cleanse the body and improve skin tone.
Massage Rituals: Relax your mind, body and soul with one of their mystic massages that
help to increase circulation, remove physical tension, nourish the skin and leave you
relaxed.
Ayurvedic Rituals: Their wellness-enhancing rituals are uniquely designed to detoxify,
purify and bring balance, wellbeing and energy to the body and mind.
Enjoy their complimentary services which include the Steam, Sauna, Jacuzzi and
Gymnasium with life fitness gym equipment, exclusively for our Guests. They also offer
classes in Take Home Fitness, Circuit Training and Yoga.
22
Splash into the cool outdoor pool, lounge on their Sun Deck, order yourself a refreshing
mocktail and de-stress yourself.
The Beauty Salon offers Hair and Beauty treatments for both men and women. Let their
experienced staff take care of you and meet any of your specific needs in the calming
environment of their salon.
Take care of your shopping desires by taking a walk around our Lobby. From watches to
fashion to bags to tempting pastries – we have it all! Mont Blanc for Writing Instruments,
Watches and Bags l The Cigar Republic for an exclusive range of Cigars l The Regent for
Watches l Wills Lifestyle for Clothes & Accessories l The Gourmet Pastry Shop for
Cakes, Pastries & other bakery delights.
A full service business centre is located in the North Shopping Arcade to cater to all your
business requirements. Wi-Fi/high speed broadband internet access available.
While staying at our Hotel, you have access to our exclusive elegantly designed Lounges
– the perfect place to carry out your meetings.
Summit Room I 16th Floor Lounge I ITC One Upper Crust Lounge I Towers Club
*Lounge access varies according to your room category.
Located in the main Lobby, the Travel House Desk will help you plan your days in Delhi
and get the most out of your trip from sightseeing to shopping to eating out! Contact them
for any travel information you may need.
Reservations can be made at the Travel Desk at the Lobby for the same.
3.1.5 RECREATION AND OTHER SERVICES:
Classic Golf Resort
ITC’s Classic Golf Resort, the first Jack Nicklaus Signature Championship course in
South
Asia, is located in Manesar. The 27 whole course in the championship layout is spread
over an area of 300 acres, at the foothills of the Aravalli range. The lush green resort
comes as a breath of fresh air amidst the crowded city and is just a 45 minute drive from
New Delhi. A members only Course, we offer exclusive entry at special rates to our
Guests.
ITC Hotels Green Lounge at the IGI Airport
23
On the departure from New Delhi, make your way to Terminal 3 and relax in the comfort
of ITC's Green Lounge. Enjoy full assistance and services available at the Lounge
including:
Sheraton New Delhi
Located amidst the hustle-bustle of the busy market area of Saket in South Delhi,
Sheraton is just half an hour away from the domestic/ international airport and is in close
proximity to key business districts. Sheraton also houses Baywatch, the bright sun
drenched coffee shop which is a popular meeting place for the residents. The hotel
attracts a large number of business travellers and foreign leisure groups.
Discover Incredible India!
Embrace the warmth of ITC Hotels around India as you explore the country.
Circuit Breaks close to Delhi:
Enjoy Royal Splendor at ITC Mughal, Agra
Sprawling over 35 acres of luxurious gardens and in close proximity to the Taj Mahal, the
ITC
Mughal is a fitting tribute to the great Mughal builders of the past. The only Indian Hotel
to have won the prestigious Aga Khan Award for its excellence in architecture, ITC
Mughal offers exceptional dining options for a culinary extravaganza. Rejuvenate and
pamper yourself at the award winning Kaya Kalp, the Royal Spa at ITC Mughal that
offers the ultimate luxury spa experience spread over 99,000 sq ft. From a unique new
appreciation of nature to the stylish enjoyment of sport as an indulgence, ITC Mughal
offers royal recreation with cricket, chip & putt golf, all-terrain vehicles, tandem cycles,
tennis, play-stations, billiards and more.
Capture the Spirit of Rajasthan at ITC Rajputana, Jaipur
Take in the exuberance of the ‘Pink City’ of Jaipur known for its’ historical forts, palaces
and bustling bazaars. While at Jaipur, stay at the ITC Rajputana Hotel, just 0.5 km from
the city centre. Soak in the rich culture and royalty of Jaipur, reflected in the Hotel’s regal
design.
Fresh, hot snacks available throughout the day I fresh fruits I breakfast and dinner buffet.
Beverages including a choice of branded hard liquor I chilled beer I wine I scotch
whiskey
24
juice I soft drink.
Flight information display and services I WI-Fi internet access I TV I International
magazines & newspapers.
Exclusive VIP room for important guests.
So step into our Green Lounge and let us take care of you before your flight takes off.
3.1.6 LUXURY CUISINE:
Over the years, ITC Hotels has earned a reputation for excellence in its culinary
endeavors by training the spotlight on the best of Indian and international culinary
traditions, distinguishable by their authentic flavors and quality ingredients.
ITC Maurya, particularly, has consistently proven to be the most popular dining
destinations in New Delhi.
From the robust flavors of the North West Frontier and the refined pleasures of royal
Indian traditions, to the delectable flavors from the West and the Far East, all paired with
an extensive collection of the finest beverages, the restaurants at ITC Maurya promise an
inspiring culinary experience, unmatched by any other in New Delhi.
Bukhara
The romance of the rugged North West Frontier comes alive at this authentic, award
winning restaurant making it a landmark dining destination in New Delhi.
A key feature on the itinerary of practically every visitor to New Delhi, Bukhara recreates
the charm of the traditional clay oven or tandoor with its delicious menu of succulent
tandoor-cooked kebabs, vegetables and breads.
Once a rustic cuisine, it was enjoyed in the harsh rugged terrain of the North West
Frontier, bringing comfort and succor to diners, with its warm, robust flavors.
Today, Bukhara has perfected the art of this cuisine, evident in its star dishes such as the
Sikandri Raan, the iconic Dal Bukhara and the various platters that offer a sampling of
the menus best features.
A beacon of culinary excellence across the globe and the undisputed pride of India,
25
Bukhara has won innumerable accolades over the years, making it the only globally
recognized Indian restaurant and the preferred dining destination of gourmets, presidents
and heads of state for over 35 years.
Dum Pukht
The refined culture of courtly dining has been elevated to a sublime art at this award
winning restaurant in New Delhi.
Reviving the artfulness of courtly manner, presentation and cookery from across the
country, Dum Pukht brings you the grand cuisine of India in an ambience that is truly
regal.
Its surprising array of aromatic dishes slow cooked in sealed deghs with handpicked
spices to impart a delicate, alchemical infusion of flavors and textures and its impeccable,
indulgent service have won Dum Pukht high praise and numerous accolades.
Among these is the distinction of being Asia’s first recipient of the Golden Fork Award.
Golf Bar
A warm ambience that encourages camaraderie and relaxation, the finest selection of
wines, whiskies, other spirits and premium brands of cigars from across the world in New
Delhi, and the company of good friends – The Golf Bar at ITC Maurya offers the perfect
venue for a laidback tête-à-tête, in the refined environs of a cozy bar styled on an English
Country Club drenched with the spirit of golfing legends.
Big leather couches, arm chairs and casual seating make it the perfect place to unwind
and enjoy yourself.
My Humble House
This elegant rooftop restaurant at ITC Maurya presents a delicate spread of Neo Classical
Chinese cuisine, which essentially translates to the sublime marriage of traditional
Chinese cuisine with global touches.
Designed to express understated grace with minimalist decor, the ambience at My
Humble House is enhanced by an elegant outdoor water tank and seating that stretches
26
outdoor – almost as if into the sky.
The menu presents a lyrical exploration of sublime dishes – not only in their fine balance
of tastes, textures and presentation, but also in their poetic names.
An extensive bar of the finest wines and other beverages makes for a well paired
exquisite meal which strikes the perfect balance between the refined ethos of Chinese
dining with contemporary aesthetics.
Pavilion
This cheerful 24-hour restaurant offers a fine spread of Indian and inventive international
cuisine in a spacious and affable ambience ideal for round-the clock dining in New Delhi
with an elaborate buffet and a wide choice of a-la-carte fare.
Overlooking the open air swimming pool at ITC Maurya, Pavilion offers the perfect
option for day and night dining with its cheerful ambience, elegant interiors, extensive
beverage library and the warm attentiveness of its service associates.
West View The Grill Room
West View, our rooftop restaurant with a breath-taking view of Delhi's green belt, offers
irresistible contemporary western cuisine. An extravagant choice of grilled meats, fresh
garden produce and breads straight from the oven.
West View brings you a careful selection of the most exquisite flavors from the Western
world. With traditional recipes from remote France chateaux, grill houses on the East and
West coasts of America, rosy kitchens of English manors, leisurely Mediterranean villas
and bustling German marketplaces, West View covers a wonderful plethora of a variety
of fine cuisines.
Initiated at the Enoteca- The wine library, your wine of choice is graciously served at
your table. The restaurant has no written menu and the menu changes daily, celebrating
27
the ingredient and showcasing the freshest produce used in preparing the day's well
contemplated signatures.
The Dessert Gallery is exquisite selection including traditional puddings. The Pudding
Club features elegant puddings like the Madagascan Chocolate Pudding, served with
Hazelnut. A cheese trolley is rolled in. Artisan cheese with home-made fruit compotes.
The key to the subtle pleasures of the Western cuisine is how its flavors transform to
open up and entirely new and surprising palate of flavors when paired with the right
beverages. The Enoteca at West View- The Grill Room is stocked with some of the finest
wines and beverages to transform your dining experience into an exquisite culinary
journey of discovery. Our sommeliers will be pleased to assist you in your selection with
each course.
Make an eminent culinary journey through the occidental meal, with us at West View-
The Grill Room.
The Gourmet Shop
With a fresh contemporary look, an entire new range of gourmet indulgences and
delightful new packaging in cheery hues, the ITC Maurya Gourmet Shop is burgeoning
with surprises! The vibrant orange walls contrasted with dark wooden shelves
overlooking lush green lawns, form the perfect backdrop for the premium delicatessen
delights on offer. Choose from rich velvety cakes, decadent pastries, artisan chocolates,
gourmet sandwiches and a whole range of sweet &savory delights crafted by the
ingenious pastry Chefs of ITC Maurya. Pick from classic cookies like Honeybee &
Peanut butter or exquisite flavors like Linzer, Lemon Butter Fingers and Cranberry
Fusion. To deal with your hunger pangs, try the Gourmet sandwiches loaded with the
freshest ingredients or pick from an assortment of quiches. Don’t miss out on the freshly
baked gourmet breads straight from the bakery including wholesome pizza breads,
28
multigrain loafs, baguettes, focaccia and more. For any special occasions, you may reach
out to the Chefs to create bespoke cakes according to your requirements.
Ira The Waterside Bar
Located at the pool side deck, this is a refreshing retreat amidst sparkling azure water,
soothing green foliage, warm candle lights & soft lounge music, with the finest selection
of spirits. Enjoy a glass of wine or your favorite cocktail as you relax and unwind in the
evenings. A perfect place for a drink before you dine, or for a night-cap.
3.1.7 MEETINGS AND EVENTS:
Luxury Events
For long now, New Delhi has been not only the political capital of the country, but also
the fashion capital – a glittering constellation of the city’s most powerful and beautiful
people. At ITC Maurya, New Delhi’s leading 5 star luxury hotel, we understand how this
translates to the way you host.
Features
Meeting and Event Facilities
Audio Visual Equipment and Technicians
Translation Services
Wireless High Speed Internet Access in All Meeting/Event Facilities (Charge)
Projector
KamalMahal
A magnificent hall with tastefully done interiors, Kamal Mahal is famous for catering to
state banquets for world leaders, corporate gala dinners, exclusive private luncheons,
wedding celebrations, conferences, symposiums and much more.
Located at the Lobby level, comprising one large hall which can be divided into three
different spaces with sound proof separators, Kamal Mahal is equipped with facilities like
Wi-Fi/ high speed broadband internet, extensive audio-visual support and offsite catering
29
services and of course the undivided attention and assistance of our associates from the
moment you decide to make your bookings, until your event has been wrapped up,
satisfactorily.
The magical mood lights, the crystal glassware, signature dishes and personalized service
make for an unforgettably luxurious experience that is sure to make a lasting impression
on your guests.
Nandiya-Gardens
A verdant, beautifully landscaped garden that overlooks the richly forested Delhi-ridge,
Nandiya Gardens offers a serene and elegant ambience for all manner of occasions.
Its most dramatic decoration – an eleven foot bronze caste figure of Ashoka,
enigmatically and sensitively portrayed “at the moment of his spiritual transformation”
from a victorious king to a thoughtful Buddhist by artist Meera Mukherjee – Nandiyan
Garden captures the tranquility of a peaceful retreat.
5 star luxury banqueting facilities with a choice of gourmet dining options and the
unobtrusive attentiveness of our service associates – Nandiyan Gardens offers the perfect
venue for weddings, celebrations, parties and banquets and luxury events of all kinds.
Sakya
, is a newly added venue at the lower lobby level, offers versatile options for conferences,
meetings, banqueting, gala social events and pre & post wedding events, receptions and
more. Modern and elegant with beautiful wall etchings, this is the perfect venue for
intimate gatherings.227 sq. mt including two perfection areas, the hall can accommodate
195 guests at a time.
Sakya can be divided into 3 smaller halls to meet special requirements with pre-function
areas attached to all. The smaller rooms can be used as VIP areas, break-out meeting
rooms or for staging and display spaces.
Chaitya
Chaitya is a warm and luxurious venue with etched mirrors, paneled walls, linear pendant
Italian Chandeliers and its own bar area. This is the perfect venue for an intimate
30
gathering of 120 guests. It may also be used together with the Sakya for gala receptions
of a maximum of 250 guests.
3.1.7 AWARDS:
Awarded LEED EB* (Leadership in Energy and Environmental
Design) Platinum Certification 2010 from the U.S. Green
Building Council.
FHRAI (Federation of Hotel & Restaurant Association of India)
Award for Environment Champion of the year 2010.
‘Water Efficient Unit-Within the Fence’ award in the 7th CII
National Award for Excellence in Water Management.
Best Celebrity Hotel award at the Hospitality India Awards,
2010.
Best North Indian Restaurant award for Bukhara & Dum Pukht
by Times Food and Nightlife Guide Awards 2011.
Winner of the Business Hotel Category award at India Today
Travel plus Top list Survey 2010-11.
Winner of Today’s Traveler Award 2010 for the Best Luxury
Metro Hotel.
Service Excellence Award for Dum Pukht by HT City Crystal
Award 2011.
3.2 VIVANTA BY TAJ:
31
There's a new buzz in New Delhi. Just 17 km from the domestic airport and a mere 22 km
from the international terminal. Located in close vicinity of Delhi's prominent landmarks
such as the Lodhi Gardens, Humanyun's Tomb and The Indian Habitat Centre. A short 10
min drive to the city's main commercial, shopping centre Connaught Place.
Drive in from the airport delighting in backseat surprises (we're not revealing here).
You'll see how we mean business in a quiet efficient way from the moment you step in.
The lobby is a unique mix of chic and classic.
Vivanta by Taj - Ambassador, New Delhi is an INTACH listed heritage building, built in
1945 by the colonial architect Walter George is a poetic medley of British and Art Deco
style. This arrival zone sets the tone for guestrooms and banquet facilities that deliver the
ultimate in urban relaxation. Get set to be delighted with small surprises from the
moment you enter.
Discover the most happening restaurants which create an enticing food corridor offering
the best in world cuisine. Technology is woven through it all. Vivanta by Taj -
Ambassador, New Delhi has all the entertainment and connectivity options today's
traveller requires. Become a part of our world. Feel the pulse of an international business
and conferencing destination. Soak in the colonial charm. Experience the buzz.
3.2.1 ROOMS:
RELAX. REFRESH.
The spaces have it all worked out. Across 88 rooms and 12 Deluxe Allure Suites. They
know what you must have and then add to the delight! Clever surprises and the best of
technology. Each room features ergonomically designed mobile work desks with special
task lighting and stylish designer work chairs. So also hi-tech electronics for internet
access, LCD televisions, distinctive custom lighting and outstanding storage facilities.
Enjoy the luxury of high ceilings, a private balcony, and newly designed colonial
bathrooms with a bathtub. De-stress options such as a special Rest Easy menu and dual
massage showerheads add luxury to your stay. The styling and the décor suits both
business and leisure travellers. Very modern. Very in.
32
SUPERIOR CHARM
Ah! The pleasure of high ceilings, a private balcony and newly designed colonial
bathrooms with a bathtub. Superior Charm rooms are located on all floors of the hotel
and have a private balcony. The room design offers a palette of local colours, materials
and fabrics. All Superior Charm rooms have a Treat Yourself mini bar, DVD player on
request, LCD television, and 2 line phones and are fully wired for connectivity.
SUPERIOR CHARM AMENITIES AT A GLANCE
Superior Charm - 256 - 434 sq ft Ergonomically designed study table and chair Interactive Television - LCD TV screen in all rooms Dual line telephones Bath amenities are Forest Essentials made from natural ingredients 100% cotton robes Egyptian cotton towels Wall-mounted makeup mirror, hair drier and scale Electronic safe High Bandwidth wireless Internet (usage fee applies)
Complimentary personal tea/coffee makers, mineral water & newspapers. Use of pool and fitness centre Treat Yourself cabinet with a selection of health drinks, snacks, chocolate Rest Easy menu with choice of pillows 24-hour in room dining Non-smoking rooms available Housekeeping service twice daily - morning cleaning and evening turndown Rollaway beds and cribs available on request
DELUXE DELIGHT
The discerning love to look out. And Deluxe Delight rooms have more than just a
business outlook. They face the garden, the front lawn or Humayun Road. Elegant,
33
modern, and above all comfortable, these rooms are extra spacious. All rooms in this
category have a Treat Yourself mini bar, DVD player on request, LCD television, and 2
line phones and newly designed colonial bathrooms with a bathtub. Sink in.
DELUXE DELIGHT AMENITIES AT A GLANCE
Deluxe Delight - 338- 527 sq ft Ergonomically designed study table and chair Interactive Television - LCD TV screen in all rooms Dual line telephones Bath amenities are Forest Essentials made from natural ingredients 100% cotton robes Egyptian cotton towels Wall-mounted makeup mirror, hair drier and scale Electronic safe High Bandwidth wireless Internet (usage fee applies)
Complimentary personal tea/coffee makers, mineral water & newspapers. Use of pool and fitness centre Treat Yourself cabinet with a selection of health drinks, snacks, chocolate Rest Easy menu With choice of pillows 24-hour in room dining Non-smoking rooms available Housekeeping service twice daily - morning cleaning and evening turndown Rollaway beds and cribs available on request
PREMIUM INDULGENCE
Premium Indulgence rooms give you more. Much more than just a bedroom and sitting
area. More style. More space. All rooms in this category have a Treat Yourself mini bar,
DVD player on request, LCD television, and 2 line phones and newly designed colonial
bathrooms with a bathtub.
34
PREMIUM INDULGENCE AMENITIES AT A GLANCE
Premium Indulgence - 404 - 465 sq ft Ergonomically designed study table and chair Interactive Television - LCD TV screen in all rooms Dual line telephones Bath amenities are Forest Essentials made from natural ingredients 100% cotton robes Egyptian cotton towels Wall-mounted makeup mirror, hair drier and scale Electronic safe High Bandwidth wireless Internet (usage fee applies)
Complimentary personal tea/coffee makers, mineral water & newspapers. Use of pool and fitness centre Treat Yourself cabinet with a selection of health drinks, snacks, chocolate 24-hour in room dining Non-smoking rooms available Housekeeping service twice daily - morning cleaning and evening turndown Rollaway beds and cribs available on request
DELUXE ALLURE SUITE
Deluxe Allure Suites have many shades. Just when you thought it couldn't get better,
we've made it bigger. With 533 to 722 sq ft containing the finest creature comforts across
two spacious rooms. The stylish design cues make these suites extra special. Give in to a
spacious living room, bedroom and a study, wardrobe or dining room. These rooms are
well equipped with guest amenities including high ceilings, private balcony, spacious
bathrooms, and international direct dial facility, and wireless Internet access, safes at the
reception, channel music, and plasma television with satellite programmes. All rooms in
this category have a Treat Yourself mini bar, DVD player on request, LCD television,
and 2 line phones and newly designed colonial bathrooms with a bathtub.
35
DELUXE ALLURE SUITE AMENITIES AT A GLANCE
Deluxe Allure Suite - 533 - 722 sq ft Ergonomically designed study table and chair Interactive Television - LCD TV screen in all rooms Dual line telephones Bath amenities are Forest Essentials made from natural ingredients 100% cotton robes Egyptian cotton towels Wall-mounted makeup mirror, hair drier and scale Electronic safe High Bandwidth wireless Internet (usage fee applies)
Complimentary personal tea/coffee makers, mineral water & newspapers. Use of pool and fitness centre Treat Yourself cabinet with a selection of health drinks, snacks, chocolate 24-hour in room dining Non-smoking rooms available Housekeeping service twice daily - morning cleaning and evening turndown Rollaway beds and cribs available on request
3.2.2 WORK AND PLAY
BUSINESS CENTRE
Your work. Your terms. The lines between business and leisure become more blurred all
the time. Our guests need to be ready to work, or play at a moment's notice so that's what
Vivanta by Taj provides.
The entire hotel is wired for connectivity but sometimes you need more than just the
Internet. That's where the business centre comes in. "Office hours" are a thing of the past,
so we keep it open around the clock to accommodate any schedule, time zone or brilliant
36
inspirations whenever they may strike.
Our boardroom is quite literally the next best office space to your own. This trendy
boardroom in high-tech, take-charge space with all the right technological advantages.
Geared with screen with laptop connectivity and built in whiteboards. The boardroom is
fully equipped for those high-powered meetings and videoconferences.
THE BUSINESS CENTRE IS READY TO ROLL, 24 X 7
Open 24 hours High speed Internet access Wi-Fi access Boardroom available Facsimile Photocopying
Laptop computers & printers on hire Translation/interpretation services with advance arrangements Video-conferencing & Webcasting facilities independent workstations
FITNESS CENTRE
Stay energized. Work up a sweat. Cool down. Stretch out. The Vivanta by TajFitness
Centre has everything you need to meet your health and fitness requirements on the go.
FITNESS CENTRE AMENITIES AT A GLANCE
Open 24-hours, instructor available from 6:30 a.m. to 9:00 p.m. Equipped with Life Fitness circuit training and cardio machines Personal training
Yoga Free weights
37
LEISURE
What would you like to do today? Explore the city? Plan a romantic evening without the
kids? Whether it's edgy or unexpected, we can arrange it. Vivanta by Taj loves to delight.
CONCIERGE SERVICES
When you need something done in New Delhi, our concierge is the man to ask.
City sightseeing tours Tailor-made itineraries Car rentals Restaurant & theatre bookings
Special requests Local errands - shopping/medicines/telecommunication etc.
ESSENTIALS
Currency exchange Doctor-on-call Babysitting, with 24 hours prior notification 24 hour Express laundry/Dry cleaning
Postal & Parcel Services Travel & Tours desk Airport and railway transfers Shoe shine
BUSINESS SERVICES
24-hour Business Centre High speed Internet access in meeting spaces Wi-Fi access with printing Scanning services Currency exchange
38
Flight status
Facsimile Photocopying Secretarial services Mobile phones; SIM cards on hire Video-conferencing facilities Workstations
LEISURE SERVICES
24-hour in room dining Beauty Salon Fitness centre
Outdoor swimming pool Gift Shop DVD Library
3.2.3 FEAST:
VIVID MEALS
New Delhi is an ever expanding, ever changing city and the restaurants at Vivanta by Taj
- Ambassador, certainly keep up.
Vivanta by Taj - Ambassador, New Delhi entices guests into our superb food zone. The
atmosphere is lively. The crowd, exceptional. Jet set foodies sample different exotic
menus night after night. Yellow Brick Road rocks round the clock and offers an
interesting mix of cuisines including Thai, Continental, and Indian. The large number of
guests seated in the lobby waiting for a table is proof of its popularity. The quaint décor
at Larry's China is well-matched to a charming selection of Chinese dishes. And everyone
gravitates to Insomnia for a fast and fashionable late night chill out. Or get away from it
all for an exclusive Prive Soirée five course alfresco dinner on the fourth floor.
39
Our venues are a treat for the senses. The flavours. The aromas. The live cooking sounds.
And the artistic display. All come together in a fine harmony. Dig in. Be thrilled.
Let the spirit of Vivanta by Taj enliven you.
3.3.4 INVIGORATE YOUR COLLEAGUES:
Hold office from within your room. Convene at The Business Centre. Network at our hi-
tech boardroom. Or confer in our extensively renovated banqueting floor.
Vivanta by Taj - Ambassador, New Delhi delivers over 4,450 sq ft of vivid,
contemporary spaces available for power meetings, memorable brand launches or upscale
weddings & events. Check out our expansive Lutyen's lawn, which is stylishly spread
across a well-manicured garden and can accommodate up to 400 guests. Whatever you
have planned, count on Vivanta by Taj to bring all the extra elements you need for
success.
40
3.3 HYATT REGENCY DELHI
Explore Delhi beyond the gleam of hustling streets and buzzing traffic from the five-star
luxury hotel located close to all the best things to do in Delhi. In Delhi you can discover
local cuisine, architectural wonders, culture, entertainment and many exciting things just
minutes from Hyatt Regency Delhi. Explore fascinating monuments like Qutab Minar,
Jantar Mantar and Red Fort, delight in local shopping at Dilli Haat, catch an evening of
the vivacious performing arts scene, and enjoy fabulous eateries and celebrated clubs.
Uninterrupted fitness sessions are available 24/7 at The Club Olympus Spa &
Fitness located within the five-star business hotel. If you are looking to unwind away
from the gym, take a dip in the outdoor swimming pool or join the yoga or high energy
fitness sessions. To de-stress completely, this New Delhi hotel offers a full-service spa
facility that offers pampering spa treatments.
The five star hotel also offers Hyatt Regency Delhi Residences, a modern and fully
furnished apartments in the most elite neighbourhood in New Delhi for lease or rent.
Are you bringing a group or an organising a large corporate meeting near the diplomatic
enclave? Allow our experienced meeting planners to arrange a show around of
the meetings and events facilities and organise an itinerary of activities and things to do
tailored to the interests and schedule of your group.
Hyatt Regency Delhi, the flagship property of Hyatt Hotels and Resorts in India is
located in the commercial hub of Bhikaiji Cama Place, within a few minutes’ drive from
Indira Gandhi International Airport and the city’s domestic airport. This five star hotel in
Delhi is close to the diplomatic enclave, consulates and corporate headquarters, making it
one of the most preferred business hotels in Delhi.
Several iconic local attractions can be found within close distance of this five star hotel in
Delhi including India Gate, Qutab Minar, Humanyus Tomb and the Lotus Temple. For
sports visit, Siri Fort Sports Complex, The Qutab Golf Course and Jaipur Polo Grounds
and for shopping, Dilli Haat, Khan Market, Hauz Khas Village and the luxurious DLF
Emporio ten minutes taxi ride away.
41
The 507 rooms and suites at this hotel in Delhi are equipped with modern amenities and
high-speed Internet access to support guests’ business needs, while all seven floors offer
panoramic views of the city and landscaped gardens. The exclusive Regency Club floor
provides additional privileges and facilities. The hotel recently launched Hyatt Regency
Delhi Residence, an incomparable living experience for those who want the ultimate in
elegance, peace and style.
Hyatt Regency Delhi has been a leading wedding venue in Delhi and is also a suitable
location for corporate and social events. This luxury hotel is a benchmark of excellence
for fine dining and offers an exceptional range of award-winning restaurants and bars in
Delhi.
Within the hotel Guests can enjoy numerous facilities for leisure, including an outdoor
swimming pool, salon services, Club Olympus Spa & Fitness facilities, or experience the
best in shopping at the hotel’s multi-level retail complex.
Stay Social Stay Connected
Stay social and connected with Hyatt Regency Delhi.
3.3.1 ROOMS:
At Hyatt Regency Delhi, select from a variety of 507 comfortably appointed rooms
including 51 suites, with plenty of options to suit your style. Enjoy luxurious king beds,
data port facility, a 25 inch or larger flat screen TV, generous work desk with enhanced
lighting, complimentary Wi-Fi and high-speed internet access, bath amenities, Concierge
service and 24 hour in-room dining.
Regency Suite King
Magnificent city, garden or pool views welcome you to a 48-square-metre suite offering
spacious living area, granite bath tub and rain shower, writing table with complimentary
high-speed Internet access, king-size bed and two-way limousine airport transfers.
Enjoy luxurious pampering offered at our premier Regency Club in our business hotel in
Delhi. The continental breakfast may be enjoyed between 6:30 am to 10:00 am on
weekdays and until 10:30 am on weekends. During the day there is an assortment of
refreshments and light meals complimented with tea and coffee service. At the end of a
hard day, guests can also relax in the evenings between 6:00 pm to 8:00 pm with
42
complimentary cocktails and canapés, while an attentive guest services team attends to
their every need.
Guests are welcome to invite their friends or colleagues at an additional charge. Apart
from the business meetings at the lounge, the well-equipped boardroom at the Regency
Club Lounge can be reserved for private meetings for a maximum of eight guests per
available boardroom.
Premier Suite
Magnificent views of New Delhi welcome you to a spacious 75-square-metre suite
offering living area, kitchenette, king bedroom, granite bath with tub and rain shower,
and generous work area with complimentary high-speed Internet access and two-way
limousine airport transfers.
Enjoy luxurious pampering offered at our premier Regency Club in our business hotel in
Delhi. The continental breakfast may be enjoyed between 6:30 am to 10:00 am on
weekdays and until 10:30 am on weekends. During the day there is an assortment of
refreshments and light meals complimented with tea and coffee service. At the end of a
hard day, guests can also relax in the evenings between 6:00 pm to 8:00 pm with
complimentary cocktails and canapés, while an attentive guest services team attends to
their every need.
Guests are welcome to invite their friends or colleagues at an additional charge. Apart
from the business meetings at the lounge, the well-equipped boardroom at the Regency
Club Lounge can be reserved for private meetings for a maximum of eight guests per
available boardroom.
Presidential Suite
Enjoy a stunning panoramic view of the city from the garden terrace of this sophisticated
three-bedroom suite which includes one master bedroom and two en suite bedrooms
located on the Regency Club floor and is appointed in an urban luxury style. The
contemporary décor includes rich wood panelling and interiors in pastel colours. The
320-square-metre (3,445-sq-ft) suite features designer furniture and artifacts, dedicated
office space, comfortable lounge, separate living room, kitchen, dining room for eight, a
walk-in closet, marble deluxe bathroom with soaking tub, rain shower, and luxury bath
products and powder room.
43
The suite provides working space with complimentary high-speed Internet, flat screen
LCD TV, a safe, coffee making machine and iPod® docking station.
Your suite includes optional full butler service and also offers you access to the Regency
Club lounge serving continental buffet breakfast, all-day coffee, tea and snacks, evening
cocktails and canapés, as well as one-hour complimentary use of a club meeting room per
day (depending on availability). Complimentary airport transfers are also available.
Diplomat Suite
Entertain in a spacious 118-square-metre one-bedroom suite on the Regency Club floor,
well-appointed in luxury western style. The suite features designer furniture, spacious
living room, kitchen, dining room for six, walk-in closet, plush king-size bed, working
space with complimentary high-speed Internet, marble bathroom with rain shower,
soaking tub and powder room. Luxury amenities include flat screen LCD TV, in-room
safe, coffee machine and iPod® docking station. Complimentary airport transfers are
also available.
The suite includes access to luxurious pampering offered at our premier Regency Club at
our business hotel in Delhi. The continental breakfast may be enjoyed between 6:30 am
to 10:00 am on weekdays and until 10:30 am on weekends. During the day there is an
assortment of refreshments and light meals complimented with tea and coffee service. At
the end of a hard day, guests can also relax in the evenings between 6:00 pm to 8:00 pm
with complimentary cocktails and canapés, while an attentive guest services team attends
to their every need.
3.3.2 ACTIVITIES:
Discover fun places to visit in Delhi, explore the local cuisine, immerse yourself in
architectural wonders, soak in the culture, and enjoy entertainment just minutes from this
luxury hotel in Delhi.
Fascinating monuments, local shopping in Delhi and award
winning restaurants and spa in the hotel create a complete experience on every trip.
44
Spend time connecting with yourself with famous treatments at the most intimate spa in
New Delhi. The five star hotel in New Delhi located in the diplomatic enclave offers
ultimate relaxation and rejuvenation of the body, mind and spirit.
Golf courses in Delhi
Tee off at one of the most spectacular Golf Courses located minutes from this five star
business hotel in New Delhi. Play in a set background of historic monuments or wait to
watch a flight of birds or catch a peacock cross your path in all kinds of weather.
3.3.3 DINNING:
An exceptional dining experience at the best restaurants in Delhi awaits you. From
authentic Chinese, Italian and Teppanyaki grills to healthy menus and intimate private
dining areas, stay with us to experience the best of fine dining restaurants in Delhi.
Stammtisch Nights Every Friday at Cafe
Meet strangers, make friends over weekly Stammtisch dinner tables at Cafe which
showcases the best selection of the menu from the Swiss-German regions.
Easter special at Hyatt Regency Delhi
Perfect setting for a relaxed Easter lunch, or a lively restaurant to spend time with close
family and friends over Easter weekend, Hyatt Regency Delhi promises to make your day
special.
The China Kitchen
A contemporary Chinese restaurant with the concept of "Dining in the Kitchen", offering
a stylised interpretation of the traditional Chinese dining experience.
Aangan
The Indian restaurant located in the lobby, serves traditional Delhi cuisine which is an
amalgam of four popular cuisines namely Bania, Kayastha, Muslim and Mughal.
La Piazza
Voted the best restaurant twice this year for authentic Italian cuisine and the best pizzas,
La Piazza is definitely a leading choice for Italian cuisine in Delhi
T.K'S Oriental Grill
45
T.K'S stands for Teppanyaki Kitchens and has seven hot grills, on which qualified chefs
cook in front of guests who are seated around the grill.
Café
Café is a 24 hour restaurant located at pool level. A waterfall, located in the lobby, adds
to the freshness of the environment.
Sidewalk
The aroma of home-made breads, cakes, pastries and sandwiches prepared daily by our
pastry chef permeates throughout the hotel.
Polo Lounge
This popular bar has a traditional English decor of wood panelling, leather chesterfield
chairs and a small fireplace.
Pool Bar
Enjoy a relaxed al fresco experience all day long with a continental menu served along
with the usual poolside favourites.
China Kitchen Bar
An after-hours lounge and bar ideal for all those who want to rest their feet after a hard
night of partying.
3.3.4 HOTEL FEAUTURES
Hyatt Regency Delhi Residence is the most exclusive address in the capital, an
incomparable Delhi living experience for those who want the ultimate in elegance, peace
and style.
Accommodating guests in its impeccable one-, two- and three-bedroom residences, each
of the residence features are brilliant.
Inside every residence, elegant interiors by renowned design house 1508 London
showcase rich detail and include many original features to ensure luxury living.
From the moment you arrive, think of Hyatt Regency Delhi Residence as your home.
You will enjoy a wealth of amenities in a wonderful, timeless atmosphere combined with
highly personalised, attentive service.
46
The residences include bedrooms with private bathrooms, finished to the exacting
standards of Hyatt elegance and style, and a spacious living and dining area, featuring
crisp drapes and elegant furnishings, providing a sanctuary for relaxing and entertaining.
The living space offers comfortable seating arrangements. The open style kitchens are
equipped with neatly dressed cupboards, a dishwasher and bar stools, which create an
area for residents to settle down in, enjoying absolute comfort.
In addition, a superior range of leisure, entertainment and business facilities are available
to cater exclusively to the residents’ every wish. The leisure facilities include an 18-
metre swimming pool, a health club and spa facilities, while exclusive dining options are
on hand at the award-winning restaurants of Hyatt Regency Delhi. There is also a well-
equipped business centre for all business needs.
Another noticeable highlight of Hyatt Regency Delhi Residence is its sophisticated level
of security. Security and exclusivity are of the highest importance at Hyatt Regency
Delhi Residence, and all areas have been strategically designed with this in mind.
Facilities and services as a part of the lease/rent agreement
Designer furniture and fittings
Central air-conditioning
Washing Machine in select apartments (Two-three bedroom)
Fully equipped kitchen with cookware, glassware, chinaware and flatware
Dishwasher
LED television
Cable/Satellite television
High speed Internet
Dual telephone lines
Daily housekeeping services provided
Routine maintenance
Deep cleaning
24-hour reception / security
Mail delivery
Full power back-up
47
Facilities and services available at an additional charge upon prior notice
Butler / personal chef
Car wash service
Driver for hire
Car rental arrangements
Club at the Hyatt membership
24-hour doctor on call
24-hour reception
Concierge services for arranging local transportation, postal services etc.
Grocery
Babysitter
3.3.5 AWARDS
Hyatt Regency Delhi Receives The Prestigious Certificate of Excellence 2013
from TripAdvisorExpect authentic hospitality and unparalleled service.
Hyatt Regency Delhi Wins Three Accolades at The Times Food Guide Awards
2013
Winner of the Oscars of the Indian gastronomy world – The Times Food Guide
Awards 2013.
The China Kitchen Awarded the People's Choice Favorite Asian Restaurant
within a five-star at Time Out Food Awards 2014
The China Kitchen triumphs as the country's favorite Asian Restaurant within a
five-star.
48
CHAPTER 4
THEORETICAL PERSPECTIVES
49
White paper (2011) conducted a research on “Hospitality Industry In India”. (1)
The source of the research information was secondary sources.
The objectives of the research were:
To study the Hospitality Industry Of India
The findings were as follows:
The Indian hospitality industry is one of the fastest growing sectors of the Indian
economy; except for a short phase the during recession and the terrorist attacks in 2008
and 2009 respectively
As of May 2011 contribution of the hospitality industry which comprises of hotels,
restaurants and allied services to Indian GDP was 2.2%
In 2010, 30% and 16% of the Indian hotel and restaurant sectors were in the organized
sector
Hospitality industry is one of top employment generating industries which according to
executive search and HR consulting firm Ma Foi Randstad generated 160,300 jobs in
2010 and is expected to generate 218,200 jobs in 2011
According to hospitality consulting firm HVS, there is a shortage of quality branded hotel
rooms in the major Indian cities as compared to other international cities and the
shortage will be more pronounced as Indian economy strives toward double-digit
growth.
Hospitality industry in India witnessed a sharp downfall in its revenues in 2008-09 and
2009-10 as traveler volumes contracted due to the economic downturn and the terrorist
attacks in Mumbai, India
During 2009-10 Hyderabad, Mumbai and Bangalore witnessed highest values per room
largely driven by global economic recovery
Foreign tourists segment increased by 10.9% Y-o-Y in 2010-11 with India hosting
Common wealth games in 2010 and hosting ICC World Cup in 2011
Along with major cities, hotel chains are aggressively growing in Tier 2 and Tier 3
cities like Hyderabad, Ahmadabad and Pune.
The Indian government through Budget 2011-12 has proposed several measures that will
increase investment into hospitality sector and accelerate the process of development
50
The huge influx of incremental rooms will result in the occupancy levels of hotels for
most of the cities falling considerably except Mumbai and Goa during 2010-13.
Federation of Hotel & Restaurant Associations of India, conducted a research on in
“Indian Hotel Industry”. (2) (2011)
The objectives of the research were as follows:
To study the Indian Hotel Industry
The data for the FHRAI Indian Hotel Survey 2010/11 Report has been contributed by the
member hotels of 1 FHRAI. The FHRAI sends out a questionnaire to each of its members
(currently numbering 2,396 member hotels) which is then analyzed and presented in this
report. The data presented in the current edition is culled from 1,318 responses.
The findings of the study were as follows:
The year 2010/11 was a period of consolidation for the Indian hotel industry. The
preceding years witnessed the effects of the global financial crisis as well as the impact of
the terror attacks in Mumbai that led to a dip in overall occupancies and average rates.
However, 2010/11 witnessed slow but marginally improved performance levels for the
industry with overall occupancies growing from a nationwide average of 59.9% to
62.1%. Average rates also grew by approximately 10.0% from `4,149 in 2009/10 to 4,567
in 2010/11. Strong domestic demand, coupled with increased global confidence in the
business environment in India helped in improving occupancies and average rates.
The results of the survey reveal an increase of approximately 17% in hotel guests from
ASEAN countries over that in the last year and an approximate increase of 5% in hotel
guests from Japan. The increase in travel from Asia may be attributed to the increasing
presence of Asian companies in India, which has led to the creation of a fairly developed
corporate travel market. Most hoteliers that HVS has interacted with have also affirmed
an increase in the number of bookings received from travellers from South Asian
countries over the last two years.
Additionally, the increase in Asian tourists may also be attributed to the introduction of
Southeast Asian low-cost airlines such as Air Asia, Tiger Airways and Silk Air, which
has made travel to and from India far more economical than the recent past. Going
forward the linking of smaller cities (Tier II and Tier III) in
51
India like Calicut and Kochi (along with Thiruvananthapuram) to Dubai by the home-
grownIndigo, which also commenced operations to Southeast Asian countries in
September this year, is expected to augment growth in hotel demand.
The overall improvements in technology over the last five years have been significant
and have impacted the hotel industry as well. Internet access on perhaps every possible
personal device, the introduction of 3G, coupled with the huge advancements in smart.
The overall improvements in technology over the last five years have been significant
and have impacted the hotel industry as well. Internet access on perhaps every possible
personal device, the introduction of 3G, coupled with the huge advancements in smart
52
CHAPTER 5
METHODOLOGY
53
5. 1 RESEARCH DESIGN:
A research design is a systematic plan to study a scientific problem. The design of a
study defines the study type (descriptive, correlational, semi-experimental, experimental,
review, meta-analytic) and sub-type (e.g., descriptive-longitudinal case study), research
question, hypotheses, independent and dependent variables, experimental design, and, if
applicable, data collection methods and a statistical analysis plan. Although a broad
approach to the problem has already been developed, the research design specifies the
details – the nuts and bolts – of implementing that approach. A research design lays down
the foundation for conducting the project. A good research design will ensure that the
marketing research project is conducted effectively and efficiently.
There are many ways to classify research designs, but sometimes the distinction is
artificial and other times different designs are combined. Nonetheless, the list below
offers a number of useful distinctions between possible research designs.
Descriptive (e.g., case-study, naturalistic observation, Survey
Correlational (e.g., case-control study, observational study)
Semi-experimental (e.g., field experiment, quasi-experiment)
Experimental (Experiment with random assignment)
Review (Literature review, Systematic review)
Meta-analytic (Meta-analysis)
Sometimes a distinction is made between "fixed" and "flexible" or, synonymously,
"quantitative" and "qualitative" research designs. However, fixed designs need not be
quantitative, and flexible design need not be qualitative. In fixed designs, the design of
the study is fixed before the main stage of data collection takes place. Fixed designs are
normally theory driven; otherwise it is impossible to know in advance which variables
need to be controlled and measured. Often, these variables are measured quantitatively.
Flexible designs allow for more freedom during the data collection process. One reason
for using a flexible research design can be that the variable of interest is not
quantitatively measurable, such as culture. In other cases, theory might not be available
54
before one starts the research.However, these distinctions are not recognized by many
researchers, such as Stephen Gorard who presents a simpler and cleaner definition of
research design
The type of research design undertaken in this project is Descriptive Research
Design (Cross-sectional study)
Descriptive research, is used to describe characteristics of a population or phenomenon
being studied. It does not answer questions about how/when/why the characteristics
occurred. Rather it addresses the "what" question (What are the characteristics of the
population or situation being studied?) The characteristics used to describe the situation
or population are usually some kind of categorical scheme also known as descriptive
categories. For example, the periodic table categorizes the elements. Scientists use
knowledge about the nature of electrons, protons and neutrons to devise this categorical
scheme. We now take for granted the periodic table, yet it took descriptive research to
devise it. Descriptive research generally precedes explanatory research. For example,
over time the periodic table’s description of the elements allowed scientists to explain
chemical reaction and make sound prediction when elements were combined.
Hence, research cannot describe what caused a situation. Thus, Descriptive research
cannot be used to as the basis of a causal relationship, where one variable affects another.
In other words, descriptive research can be said to have a low requirement for internal
validity.
The description is used for frequencies, averages and other statistical calculations. Often
the best approach, prior to writing descriptive research, is to conduct a survey
investigation. Qualitative research often has the aim of description and researchers may
follow-up with examinations of why the observations exist and what the implications of
the findings are.
Descriptive studies can be divided into two broad categories- cross sectional and
longitudinal.
55
Cross-sectional studies: A cross sectional deals with a sample of elements from a given
population like households, dealers, etc. Cross-sectional studies are of two types- field
studies and surveys.
Field studies aim at finding the relations and inter-relations among variables in a real
setting like in communities, schools, factories, etc. One major strength of field studies is
that they are close to real life and cannot be criticized on the ground that they are
artificial. In real settings, variables exert their influence fully and, as such, the strength of
variables is another advantage of field studies.
They are also subject to certain weaknesses like they are scientifically inferior to lab and
field experiments. In laboratory studies interrelations among variables are weaker than
they are in lab experiments. Another weakness is the lack of precision in the
measurement of variables. These studies have practical problems in respect of feasibility,
cost, sampling and time. The researcher has to look into these problems and satisfy
himself that the proposed study is feasible and that sufficient time and money are
available to him to undertake the study.
Another type of cross-sectional study is survey research. Generally, in survey research
more emphasis is given to the extent of information sought rather than to an in-depth
analysis. Also, survey research demands more time and money, especially when it is
conducted on a large scale. Another limitation of survey research is that the interview
may make the respondent alert and cautious and he may not answer the questions in a
natural manner. Such answers will make the survey invalid. In addition to this the
researcher must know the technicalities of sampling, the method of constructing
questionnaires, interviewing the respondents, etc. It is rare to find a single individual
possessing knowledge and experience in all these diverse fields.
Cross-sectional studies (also known as cross-sectional analyses, transversal
studies, prevalence study) are one type of observational study that involves data
collection from a population, or a representative subset, at one specific point in time.
They differ from case-control studies in that they aim to provide data on the entire
population under study, whereas case-control studies typically include only individuals
with a specific characteristic, with a sample, often a tiny minority, of the rest of the
population. Cross-sectional studies are descriptive studies (neither longitudinal nor
56
experimental). Unlike case-control studies, they can be used to describe, not only
the Odds ratio, but also absolute risks and relative risks from prevalence’s (sometimes
called prevalence risk ratio, or PRR).They may be used to describe some feature of the
population, such as prevalence of an illness, or they may support inferences of cause and
effect.
5.2 DATA COLLECTION METHODS:
Data collection is the process of gathering and measuring information on variables of
interest, in an established systematic fashion that enables one to answer stated research
questions, test hypotheses, and evaluate outcomes. The data collection component of
research is common to all fields of study including physical and social sciences,
humanities, business, etc. While methods vary by discipline, the emphasis on ensuring
accurate and honest collection remains the same. The goal for all data collection is to
capture quality evidence that then translates to rich data analysis and allows the building
of a convincing and credible answer to questions that have been posed.
Regardless of the field of study or preference for defining data (quantitative, qualitative),
accurate data collection is essential to maintaining the integrity of research. Both the
selection of appropriate data collection instruments (existing, modified, or newly
developed) and clearly delineated instructions for their correct use reduce
the likelihood of errors occurring.
There are two main sources of data collection:
1. Primary sources
2. Secondary sources
5. 2. 1 PRIMARY SOURCES OF DATA COLLECTION:
Data which is collected at first hand either by the researcher or by someone else
especially for the purpose of the study is known as primary data. The two main types of
primary data are qualitative and quantitative. Qualitative data is collected to develop an
initial understanding of the research problem.
5.2.2 SECONDARY SOURCES OF DATA COLLECTION:
57
It is gathered for some other purpose prior to the research problem. It is a quick source of
data collection and is inexpensive. It saves the time of the researcher and his
understanding of the problem increases.
Secondary data can help to identify the research problem, define the problem in a better
manner, develop an approach to the problem etc.
Primary sources are original materials that have not been altered or distorted in any
way. Information for which the writer has no personal knowledge is not primary,
although it may be used by historians in the absence of a primary source. In the study of
history as an academic discipline, a primary source (also called original
source or evidence) is an artifact, a document, a recording, or other source of
information that was created at the time under study. It serves as an original source of
information about the topic. Similar definitions are used in library science, and other
areas of scholarship, although different fields have somewhat different definitions.
In journalism, a primary source can be a person with direct knowledge of a situation, or a
document written by such a person.
Primary sources are distinguished from secondary sources, which cite, comment on, or
build upon primary sources. Generally, accounts written after the fact with the benefit of
hindsight are secondary. A secondary source may also be a primary source depending on
how it is used. For instance the same memoir would be considered a primary source in
research examining its author or his or her friends characterized within it but a secondary
source if it were used to examine the culture in which its author lived. "Primary" and
"secondary" should be understood as relative terms, with sources categorized according
to specific historical contexts and what is being studied.
The source of data collection for the research problem was primary
quantitative data using survey method i.e. questionnaire and the
secondary sources of data collection were websites on the internet,
books, journals etc.
58
5. 3 SAMPLING PLAN:
Figure 1: Sampling plan
59
5. 4 UNIVERSE / POPULATION
The universe / population of this project will include all the customers who visit Delhi
or have visited Delhi and stayed in a Hotel.
5.5SAMPLING UNIT
The data which had been collected from collected from different respondents ranging
from college students to business owners and the respondents were mainly from states
other than Delhi.
5.6SAMPLING SIZE
The sampling size for the survey was 50.
5.7 SAMPLING TECHNIQUE:
The sampling technique used in this project was non-random convenience sampling.
5.8 ANALYSIS – STATISTICAL TOOL
The tools used for analysis are statistical tools like pie- charts and bar graphs.
60
CHAPTER 6
DATA PREPARATION
61
DATA PREPERATION
STAGE 1:
EDITING
Editing is the review of questionnaires with the objective of increasing accuracy and
precision. It consist of screening questionnaires to identify illegible, incomplete,
inconsistent, or ambiguous responses.
Responses may be illegible if they have been poorly recorded. This is particularly
common in questionnaires with a large number of unconstructed questions. The data must
be legible if they are to be properly coded. Likewise, questionnaires may be incomplete
to varying degrees. A few or many questions may be unanswered.
At this stage the researcher has to make a preliminary check for inconsistency. Certain
obvious inconsistencies can be easily detected.
Responses to unstructured questionnaires may be ambiguous and difficult to interpret
clearly. The answer may be abbreviated or some ambiguous words may have been used.
For structured questions more than one response may be marked for a question designed
to elicit a single response.
There can be many treatments of unsatisfactory responses:
a. Returning to the field
b. Assigning missing values
c. Discarding unsatisfactory responses
d. Declaring discards
62
The following steps of editing have been undertaken in this project report:
Returning to the respondent for the following:
a. To clarify the responses
b. To request the respondent to complete the questionnaire
c. To rate the factors in some of the questions properly
Declaring discards
a. Some of the responses will declared discards as they were not filled in properly
and without paying attention.
CODING
Coding means assigning a code, usually a number to each possible response to each
question. The code includes an indication of the column position and data record it will
occupy. A field represents a single item of data, such as sex of respondent. A record
consist of related fields, such as marital status, age, household etc. Often all the data for a
respondent will be contained in a single record although a number of records may be used
for each for each respondent. A convenient way to enter data is to use a spreadsheet such
as EXCEL, where specific columns can be easily designated for specific questions and
responses.
63
Questions Responses Coding Respondents
GenderMale 1 29
Female 2 21
Age group
15 to 30 1 12
30 to 45 2 25
45 & above 3 13
Occupation
Business class 1 18
Service class 2 23
Student 3 7
Others 4 2
Monthly income group of
respondents
Rs. 0 – 60, 000 1 35
Rs. 60, 000 to 1,20, 000 2 10
Rs. 1,20,000 and above 3 5
Which state do you belong to
Delhi 1 2
Himachal Pradesh 2 6
Kerala 3 2
Maharashtra 4 19
West Bengal 5 0
Others 6 21
How often do you visit Delhi / NCRFrequently 1 29
Not so frequently 2 19
What is generally the purpose of
your visit
Official 1 10
Personal 2 28
Both 3 10
What kind of hotels in Delhi / NCR
suit your budget
Boutique / budget
hotel 1 14
3 Star Hotel 2 24
5 Star Hotel 3 10
Do you prefer staying in a hotel Yes 1 45
64
which is near a tourist spot No 2 3
Would you stay in a hotel which is
average but has a very nice tourist
spot located near it
Yes 1 38
No 2 10
Rate the hotels in Delhi in terms of the Tourist spots located near it
Shangri La
Excellent 1 18
Good 2 14
Average 3 12
Poor 4 4
Qutub Hotel
Excellent 1 25
Good 2 17
Average 3 6
Poor 4 0
Vivanta by Taj
Excellent 1 30
Good 2 12
Average 3 6
Poor 4 0
The Claridges
Excellent 1 25
Good 2 17
Average 3 6
Poor 4 0
Does the fact that few hotels
provide the facility of guided sight-
seeing in and around Delhi / NCR
affect the hotel you choose
Yes 1 19
No 2 29
Consider a friend who wants to visit
Delhi for sight – seeing i.e. vacation
a) Shangri – La 1 5
b) Le- Meridien 2 8
65
purpose, which hotel would you
like to recommend c) Oberoi 3 5
d) Maurya Sheraton 4 14
e) Lodhi Hotel 5 4
f) Qutub Hotel 6 6
g) Others 7 8
Table 1: Coding of data
STAGE II: DATA ANALYSIS:
66
1. GENDER OF RESPONDENTS:
Table:
OPTIONS RESPONSE
Male 29
Female 21
Table 2: Gender of the respondents
29; 58%
21; 42%
GENDER
MaleFemale
Figure 2: Gender of the respondents
Interpretation:
The main group of respondents are male respondents i.e. 52% whereas the remaining are
females which constitute 42%.
2. AGE GROUP OF THE RESPONDENTS:
67
Table:
OPTIONS RESPONSE
15 - 30 12
30 - 45 25
45 & ABOVE 13
Table 3: Age of the respondents
12; 24%
25; 50%
13; 26%
AGE
15 - 3030 - 4545 & ABOVE
Figure 3: Age of the respondents
Interpretation:
The main group of respondents i.e. 50% belong to the 30 to 45 age group, 26 % belong to
the 45 and above age group and the remaining 24 % belong to the 15 to 30 age group.
3. CURRENT OCCUPATION OF THE RESPONDENTS:
68
Table:
OPTIONS RESPONSE
Business class 18
Service class 23
Students 7
Others 2
Table 4: Current occupation of the respondents
Business class
Service class
Students
Others
0 5 10 15 20 25
18
23
7
2
CURRENT OCCUPATION
Figure 4: Current occupation of the respondents
Interpretation:
Most of the respondents i.e. 23 belong to the service class, 18 to the business class, 7 are
students and the remaining are others like currently unemployed or housewives etc.
4. MONTHLY INCOME OF THE RESPONDENTS OF THE RESPONDENTS:
69
Table:
OPTIONS RESPONSE
Rs. 0 – 60, 000 35
Rs. 60, 000 to 1,20, 000 10
Rs. 1,20,000 and above 5
Table 5: Monthly income of the respondents
35; 70%
10; 20%
5; 10%
MONTHLY INCOME
Rs. 0 – 60, 000Rs. 60, 000 to 1,20, 000Rs. 1,20,000 and above
Figure 5: Monthly income of the respondents
Interpretation:
The majority of the respondents i.e. 70 % earn between Rs. 0 to 60,000 p.m., 20 % of the
respondents earn between Rs. 60,000 to 1, 20,000 and the remaining 10% earn more than
Rs. 1,20,000 per month.
5. WHICH STATE DO THE RESPONDENTS RESIDE IN:
70
Table:
OPTIONS RESPONSE
Delhi 2
Himachal Pradesh 6
Kerala 2
Maharashtra 19
West Bengal 0
Others 21
Table 6: Residence income of the respondents
Delhi
Himachal Pradesh
Kerala
Maharashtra
West Bengal
Others
0 5 10 15 20 25
2
6
2
19
0
21
RESIDENCE
Figure 6: Residence income of the respondents
Interpretation:
The majority of the respondents i.e. 21 belong to other states like Karnataka (Bangalore),
Madras (Chennai) etc., 19 respondents belong to Maharashtra (Mumbai), 6 belong to
Himachal Pradesh and 2 belong to Delhi and 2 belong to Kerala.
6. HOW OFTEN DO YOU VISIT DELHI / NCR?
71
Table:
OPTIONS RESPONSE
Frequently 29
Not that frequently 19
Total no. of respondents who reside in states (UT) other than Delhi - 48
Table 7: Frequency of visiting Delhi / NCR
29; 60%
19; 40%
FREQUENCY OF VISITING DELHI / NCR
FrequentlyNot that frequently
Figure 7: Frequency of visiting Delhi / NCR
Interpretation:
Majority i.e. 60 % say that they visit Delhi / NCR frequently whereas 40 % do not visit
Delhi / NCR that frequently.
7. PURPOSE OF VISIT TO DELHI
72
Table:
OPTIONS RESPONSE
Official 10
Personal 28
Both 10
Total no. of respondents who reside in states (UT) other than Delhi - 48
Table 8: Purpose of visit to Delhi
10; 21%
28; 58%
10; 21%
PURPOSE OF VISIT TO DELHI
Official PersonalBoth
Figure 8: Purpose of visit to Delhi
Interpretation:
The majority of the respondents i.e. 58% say that they visit Delhi for personal reasons,
whereas 21 % each visit it for official reasons and for both i.e. personal and official
reasons.
8. TYPE OF HOTEL PREFERRED
73
Table:
OPTIONS RESPONSE
Boutique / budget hotel 14
3 Star Hotel 24
5 Star Hotel 10
Total no. of respondents who reside in states (UT) other than Delhi - 48
Table 9: Type of Hotel preferred
Boutique / budget hotel
3 Star Hotel
5 Star Hotel
0 5 10 15 20 25 30
14
24
10
TYPE OF HOTEL PREFFERED
Figure 9: Type of Hotel preferred
Interpretation:
24 out of 48 respondents prefer 3 Star hotels, 14 prefer budget hotels and the remaining
10 prefer 5 star hotels.
9. PREFERNCE OF HOTEL IN TERMS OF TOURIST SPOT NEAR HOTEL:
74
Table:
OPTIONS RESPONSE
Yes 45
No 3
Total no. of respondents who reside in states (UT) other than Delhi - 48
Table 10: Tourist spot near hotel
45; 94%
3; 6%
TOURIST SPOT NEAR HOTEL
Yes No
Figure 10: Tourist spot near hotel
Interpretation:
94% of the respondents prefer to stay in a hotel which has a tourist spot near it whereas 4
% do not prefer to stay in such hotels.
10. WOULD YOU STAY IN A HOTEL WHICH IS AVERAGE BUT HAS A VERY
GOOD TOURIST SPOT NEAR IT:
75
Table:
OPTIONS RESPONSE
Yes 38
No 10
Total no. of respondents who reside in states (UT) other than Delhi - 48
Table 11: Hypothetical Situation
38; 79%
10; 21%
WOULD YOU STAY IN A HOTEL WHICH IS AVERAGE BUT HAS A
VERY GOOD TOURIST SPOT NEAR IT
Yes No
Figure 11: Hypothetical Situation
Interpretation:
79% of the respondents wouldn’t mind staying in an average hotel if there is a good
tourist location near it whereas 21% would not like to stay in an average hotel
irrespective of the tourist spot.
11. RATING OF HOTELS:
SHANGRI LA
76
Tourist spot located near the hotel
Table:
BASIS RATING RESPONSE
Shangri La
Excellent 18
Good 14
Average 12
Poor 4
Table 12: Rating of Shangri La
Excellent
Good
Average
Poor
Shan
gri L
a
0 2 4 6 8 10 12 14 16 18 20
18
14
12
4
SHANGRI LA
Figure 12: Rating of Shangri La
Interpretation:
18 out of 48 have given it an excellent rating, 14 have given it a good rating, 12 have
given it an average rating and the remaining 4 have given it a poor rating.
QUTUB HOTEL:
Tourist spot located near the hotel
77
Table:
BASIS RATING RESPONSE
Qutub Hotel
Excellent 25
Good 17
Average 6
Poor 0
Table 13: Rating of Qutub Hotel
Excellent Good Average PoorQutub Hotel
0
5
10
15
20
25
30
RATING OF QUTUB HOTEL
Figure 13: Rating of Qutub Hotel
Interpretation:
25 out of 48 have given it an excellent rating, 17 have given it a good rating, 6 have given
it an average rating and none of the respondents have given it a poor rating.
VIVANTA BY TAJ:
Tourist spot located near the hotel
78
Table:
BASIS RATING RESPONSE
Vivanta by Taj
Excellent 30
Good 12
Average 6
Poor 0
Table 14: Rating of Vivanta by Taj
Excellent
Good
Average
Poor
Viva
nta
by T
aj
0 5 10 15 20 25 30 35
RATING OF VIVANTA BY TAJ
Figure 14: Rating of Vivanta by Taj
Interpretation:
30 out of 48 have given it an excellent rating, 12 have given it a good rating, 6 have given
it an average rating and none of the respondents have given it a poor rating.
THE CLARIDGES:
79
Tourist spot located near the hotel
Table:
BASIS RATING RESPONSE
The Claridges
Excellent 25
Good 17
Average 6
Poor 0
Table 15: Rating of The Claridges
Excellent
Good
Average
Poor
The
Clar
idge
s
0 5 10 15 20 25 30
RATING OF THE CLARIDGES
Figure 15: Rating of The Claridges
Interpretation:
25 out of 48 have given it an excellent rating, 17 have given it a good rating, 6 have given
it an average rating and none of the respondents have given it a poor rating.
12. FACILITY OF GUIDED SIGHT – SEEING AND ITS IMPACT ON THE
CHOICE OF HOTEL:
80
Table:
OPTIONS RESPONSE
Have an impact 19
Does Have an impact 29
Total no. of respondents who reside in states (UT) other than Delhi - 48
Table 16: Impact of guided sight-seeing on choice of hotel
19; 40%
29; 60%
IMPACT OF GUIDED SIGHT SEE-ING ON CHOICE OF HOTEL
Have an impact Does Have an impact
Figure 16: Impact of guided sight-seeing on choice of hotel
Interpretation:
60% of the respondents say that the facility of guided sight – seeing provided by the hotel
does not have an impact on the choice of the hotel whereas 40% say that it does have an
impact on their decision.
81
13. RECOMMENDATION OF HOTEL TO A FRIEND WHO IS COMING TO
VISIT DELHI FOR SIGHT - SEEING:
Table:
OPTIONS RESPONSE
Shangri – La 5
Le- Meridien 8
Oberoi 5
Maurya Sheraton 14
Lodhi Hotel 4
Qutub Hotel 6
Others 8
Table 17: Recommendation of hotel to a friend
Shangri – La
Le- Merid
ienOberoi
Maurya Sheraton
Lodhi Hotel
Qutub Hotel
Others0
4
8
12
16
RECOMMENDATION OF HOTEL TO A FRIEND
Figure 17: Recommendation of hotel to a friend
Interpretation:
The majority of respondents i.e. 14 would like to recommend Maurya Sheraton, 8 each
would like to recommend others like Claridges etc. and Le Meridein, 6 would
recommend the Qutub Hotel, 5 each of Shangri La and Oberio and the remaining 4 would
like to recommend the Lodhi Hotel
82
STAGE III:
HYPOTHESIS TESTING:
At this stage, it is important to know that when a hypothesis is tested, there are four
possibilities:
1. Hypothesis is true but our test leads to its rejection.
2. Hypothesis is false but our test leads to its acceptance
3. Hypothesis is true and our test leads to its acceptance
4. Hypothesis is false and our test leads to its rejection.
In any hypothesis testing the researcher runs the risk of committing type I and type II
error.
CHI SQUARE TEST:
Chi-square is a statistical test commonly used to compare observed data with data we
would expect to obtain according to a specific hypothesis. For example, if, according to
Mendel's laws, you expected 10 of 20 offspring from a cross to be male and the actual
observed number was 8 males, then you might want to know about the "goodness to fit"
between the observed and expected. Were the deviations (differences between observed
and expected) the result of chance, or were they due to other factors. How much
deviation can occur before you, the investigator, must conclude that something other than
chance is at work, causing the observed to differ from the expected. The chi-square test is
always testing what scientists call the null hypothesis, which states that there is no
significant difference between the expected and observed result.
H0 (null hypothesis): Customers prefer hotels situated near tourist spots in Delhi / NCR
H1 (alternate hypothesis): Customers do not prefer hotels situated near tourist spots in
Delhi / NCR
83
CHI SQAURE TEST:
H0 (null hypothesis): Customers prefer hotels situated near tourist spots in Delhi / NCR
H1 (alternate hypothesis): Customers do not prefer hotels situated near tourist spots in
Delhi / NCR
CHI SQAURE TEST FORMULA:
X2 = ∑ (O – E)2
E
O = Observed frequency
E = Expected frequency
Observed frequency = 45
Expected frequency =35
According to the above mentioned formula:
X2 = (45 – 35)2
35
X2 = 2.857
According to the Chi Square Table:
At 0.05 level of significance and 1 degree of freedom the critical value of chi square is
3.841 and the value of our hypothesis is 2.857 which is within the critical value hence the
null hypothesis is accepted.
84
CHAPTER 7
FINDINGS
85
FINDINGS
1) The main group of respondents are male respondents i.e. 52% whereas the
remaining are females which constitute 42%.
2) The main group of respondents i.e. 50% belong to the 30 to 45 age group, 26 %
belong to the 45 and above age group and the remaining 24 % belong to the 15 to
30 age group.
3) Most of the respondents i.e. 23 belong to the service class, 18 to the business
class, 7 are students and the remaining are others like currently unemployed or
housewives etc.
4) The majority of the respondents i.e. 70 % earn between Rs. 0 to 60,000 p.m., 20
% of the respondents earn between Rs. 60,000 to 1, 20,000 and the remaining
10% earn more than Rs. 1,20,000 per month.
5) The majority of the respondents i.e. 21 belong to other states like Karnataka
(Bangalore), Madras (Chennai) etc., 19 respondents belong to Maharashtra
(Mumbai), 6 belong to Himachal Pradesh and 2 belong to Delhi and 2 belong to
Kerala.
6) Majority i.e. 60 % say that they visit Delhi / NCR frequently whereas 40 % do not
visit Delhi / NCR that frequently.
7) The majority of the respondents i.e. 58% say that they visit Delhi for personal
reasons, whereas 21 % each visit it for official reasons and for both i.e. personal
and official reasons.
8) 24 out of 48 respondents prefer 3 Star hotels, 14 prefer budget hotels and the
remaining 10 prefer 5 star hotels.
9) 94% of the respondents prefer to stay in a hotel which has a tourist spot near it
whereas 4 % do not prefer to stay in such hotels.
10) 79% of the respondents wouldn’t mind staying in an average hotel if there is a
good tourist location near it whereas 21% would not like to stay in an average
hotel irrespective of the tourist spot.
11) 18 out of 48 have given it an excellent rating, 14 have given it a good rating, 12
have given it an average rating and the remaining 4 have given it a poor rating.
86
12) 25 out of 48 have given it an excellent rating, 17 have given it a good rating, 6
have given it an average rating and none of the respondents have given it a poor
rating.
13) 30 out of 48 have given it an excellent rating, 12 have given it a good rating, 6
have given it an average rating and none of the respondents have given it a poor
rating.
14) 25 out of 48 have given it an excellent rating, 17 have given it a good rating, 6
have given it an average rating and none of the respondents have given it a poor
rating.
15) 60% of the respondents say that the facility of guided sight – seeing provided by
the hotel does not have an impact on the choice of the hotel whereas 40% say that
it does have an impact on their decision.
16) The majority of respondents i.e. 14 would like to recommend Maurya Sheraton, 8
each would like to recommend others like Claridges etc. and Le Meridein, 6
would recommend the Qutub Hotel, 5 each of Shangri La and Oberio and the
remaining 4 would like to recommend the Lodhi Hotel
87
CHAPTER 8
LIMITATIONS
88
LIMITATIONS:
1. The details were taken through an online form sent to relative and friends in
residing in States other than Delhi and there is a chance of them not taking the
survey seriously
2. Some of the respondents were not ready to fill out the questionnaire.
3. Due to limited time and a fixed schedule, the research was limited to
questionnaire by 50 respondents.
89
CHAPTER 9
CONCLUSION AND
SUGGESTIONS
90
CONCLUSION AND RECOMMENDATIONS:
1. Hotels in Delhi / NCR should focus on advertising and promotion.
2. Budget hotels should also focus on advertising as many people are not aware of
such hotels.
3. The hotels in Delhi / NCR should provide the facility of complementary sight –
seeing in the package given to the customers, this will help them to increase their
market share.
4. Also full information about the city i.e. New Delhi and Old Delhi should be
provided on the website of Hotels which should include all the tourist spots in
Delhi / NCR.
5. There should be a special arrangement for guest to visit the nearby areas of Delhi.
6. The guides allotted to the clients should be trained properly in terms of making
the clients visit the city properly and not just for the sake of it, and this will add to
the word of mouth promotion done by the clients.
7. 5 star hotels should try and acquire budget hotels which can be used as a part of a
marketing gimmick for middle class customers.
8. Hotels should focus on the green hotel concept which is related to sustainability
of the resources which will in turn increase their goodwill.
9. The organizations should fully utilize mobile marketing and connecting to the
customers via social networking website and the internet.
10. Customer feedback should be given due importance. A record should be
maintained and a complimentary package should be given to a dissatisfied
customer.
91
ANNEXURE I
Topic: “A study of hotel industry and its contribution towards tourist attraction in Delhi /
NCR”
Ques 1) What is your current occupation?
a) Business class
b) Service class
c) Student
d) Others
Ques 2) What is your monthly income?
a) Rs. 0 – 60, 000
b) Rs. 60, 000 to 1,20, 000
c) Rs. 1,20,000 and above
Ques 3) Which state do you belong to?
a) Delhi
b) Himachal Pradesh
c) Kerala
d) Maharashtra
e) West Bengal
f) Others
Ques 4) How often do you visit Delhi / NCR?
a) Frequently
b) Not so frequently
92
NAME:
AGE:
GENDER:
Ques 5) What is generally the purpose of your visit?
a) Official
b) Personal
c) Both
Ques 6) What kind of hotels in Delhi / NCR suit your budget?
a) Boutique / budget hotel
b) 3 star hotels
c) 5 star hotels
Ques 7) Do you prefer staying in a hotel which is near a tourist spot?
a) Yes
b) No
Ques 8) Would you stay in a hotel which is average but has a very nice tourist spot
located near it?
a) Yes
b) No
Ques 9) Rate the hotels in Delhi in terms of the following aspects: (based on your visit)
BASIS HOTELS RATING
Tourist spot located near the Hotel
Shangri LaExcellent - Poor
Qutub Hotel Excellent - Poor
Vivanta by TajExcellent - Poor
The ClaridgesExcellent - Poor
93
Ques 10) Does the fact that few hotels provide the facility of guided sight-seeing in and
around Delhi / NCR affect the hotel you choose?
a) Yes
b) No
Ques 11) Consider a friend who wants to visit Delhi for sight – seeing i.e. vacation
purpose, which hotel would you like to recommend?
h) Shangri – La
i) Le- Meridien
j) Oberoi
k) Maurya Sheraton
l) Lodhi Hotel
m) Qutub Hotel
n) Others
94
BIBLIOGRAPHY
WEBSITES:
http://scholarworks.umass.edu/cgi/viewcontent.cgi?article=1044&context=jhfm
(8 January, 2014)
http://in.hotels.com/de1656213/book-near-safdarjung-s-tomb-delhi-and-vicinity-india-
hotel-rooms/ (14 January, 2014)
http://www.slideshare.net/Nibhakaul/hospitality-industry-in-india-13157938
(23 January, 2014)
http://www.equitymaster.com/research-it/sector-info/hotels/Hotels-Sector-Analysis-
Report.asp (5 February, 2014)
http://www.hvs.com/Content/3216.pdf (8 February, 2014)
http://www.studymode.com/essays/Indian-Hotel-Industry-876541.html
(17 February, 2014)
http://www.hvs.com/Content/3216.pdf(10 March, 2014)
http://www.equitymaster.com/research-it/sector-info/hotels/Hotels-Sector-Analysis-
Report.asp
BOOKS:
G. C Beri, Marketing Research
95