CUSTOMER PERCEPTION OF BANQUET FACILITIES AND EFFECTIVENESS OF S.O.P’S

Differentiation..... The new mantra!!!!

TajVivanta by Taj The Gateway Ginger.

Gateway is positioned above the economy brand Ginger but placed below the Residency and the Taj brands.

To understand effectiveness of internal SOP’s and the deviations

To determine the factors that influence a customers choice of banquet facilities

To evaluate customer perception of The Gateway Hotel

DEVIATIONS OBSERVED The waitlisted enquiries are reverted back to only

if there is a cancellation or if the guest enquires

No message is conveyed to the guest whose booking is on enquiry

No regret letter is sent on cancellation only a reply is sent confirming the cancellation and retention charges if any

No weekly or monthly forecasts are made

95% Of the respondents felt that they were provided with complete and accurate information on time

Overall response : Good Service

Training on negotiating skills

Existing SOP for tracking enquiries is ineffective

Weekly and monthly forecasts to be made mandatory

Hotel can do away with banquet brochures

PAPER LESS OFFICE!!

RESPONDENT SIZE

100 CORPORATE CLIENTS

84 USERS AND 16 NON USERS

STATSTICAL TOOLS USED

SIMPLE PERCENTAGE METHOD

CHARTS AND GRAPHS

74% of the respondents fell under the occasionally ,rarely and never category

38% occasionally

Out of 100 respondents : 12 sales calls

6: company lists

Association to the Taj Brand

2%

12%

29%

14%

36%

7%

Level of agreement

Disagree

Disagree Somewhat

Neutral

Agree somewhat

Agree

Strongly Agree

Scope for improvement

TAJ RESIDENCY

ROYAL ORCHID

LEELA PALACE

Increase the frequency of sales calls

DIFFERENCIATE!!! Enliven the Meetings, Conferences Inductions, change presentation style etc

  THE GATEWAY Brand

Up sell its to overseas clients

Revise the existing corporate rates and set limitation periods  

CONVINENCE!!!! Incorporate state of the art technology  

1 person on call ( 24 7 ) ATTENTION TO DETAIL! Importance to presentation

VALUE 4 MONEY!! Larger menu