A Summer Training Project Report

ON

“SALES AND MARKETING RED FOX HOTEL”

TO BE SUBMITTED TO Dr. APJ ABDUL KALAM TECHNICAL UNIVERSITY,

LUCKNOW IN THE PARTIAL FULFILLMENT OF THE
REQUIREMENT FOR THE DEGREE OF
MASTER OF BUSINESS ADMINISTRATION

Batch (2018-2020)

Submitted To: Submitted By

Mrs. KALPANA YADAV MAYANK VERMA
Assistant Professor MBA 3rd SEMESTER
ROLL NO. 1826370056

VIDYA SCHOOL OF BUSINESS

BAGHPAT ROAD, MEERUT

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 DECLARATION

I MAYANK VERMA Student of MBA – IV Sem hereby declare that the project titled

“SALES AND MARKETING RED FOX HOTEL ” is my own work and efforts which

is completed under the supervision of Miss. Kalpana Yadav Assistant Professor Management

Department VSB Meerut .

The Research report was undertaken as the part of course curriculum of Dr. APJ Abdul Kalam

Technical University, Lucknow. This has not been submitted to any other examination body

earlier.

MAYANK VERMA
MBA-III Sem
ROLL NO.1826370056
SUPERVISOR :

Date

Signature

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 ACKNOWLEDGEMENT

First of all, I wish to thank the participants who kindly and with enthusiasm shared

their time and knowledge with me.

Thanks to my family for encouraging me during my academic efforts.

I would also like to express my gratitude to Miss. Kalpana Yadav Assistant

Professor Management Department VSB Meerut for giving us an opportunity

for research.

I do hope and wish that this study will be of use for HOTEL REF FOX HOTEL in

the further development of “SALES AND MARKETING RED FOX HOTEL ”

practices.

DATE: Signature:

PLACE: MAYANK VERMA

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 EXECUTIVE SUMMARY

In the broad sense training is necessary to make the students of professional institutions
familiar with the industrial environment.
To be dynamic, strategic and work aggressively they need to know their policies,
procedures and trends going in the present industrial environment apart from their studies. The
training fulfills all their needs.
Whether it is the question of demonstrating a modernized procedure step by step to an old
production hand or guiding a new division head through the intricacies of preparing his own
budget, the responsible supervisor or manager must take the trainee learn and communicate.
The purpose and objective of the study is to analyze the different aspect of motivation for
enhancing the productivity of the organization’s employee and list out the suggestions,
recommendations based on the studies.
The main source of the study is primary data collected from the organization & other
information received from some books , journals etc related with several Departments.
The analysis of the data is carried out by the various modern & standard tools to achieve
the objective of the study.

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 TABLE OF CONTENTS

1. Introduction 8
Review of Ref Fox hotel
About the Red Fox Hotel
Departments in Red Fox Hotel

2. Objective Of The Study 38

3. Scope of the study 39
4. Importance of the Study 40

5. Literature Review 42

6. Research Methodology 61

7. Data Analysis 64

8. Findings & Conclusion 84

9. Suggestions & Recommendations 88

10. Bibliography 90
11. Questionnaire 91

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 Introduction

 Review Of Ref Fox hotel

 About the Ref Fox hotel

 Departments in Ref Fox hotel

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 INTRODUCTION

 Website Only Benefits

 Modify Bookings

LEMON TREE HOTELS

INDIA'S LARGEST HOTEL CHAIN IN THE MID-PRICED HOTEL
SECTOR
Fresh, spirited and youthful, Lemon Tree Hotels (LTH) is India's largest chain in the mid-priced hotels
sector and third largest overall, on the basis of controlling interest in owned and leased rooms, as of
June 30, 2017, according to the Horwath Report.This award winning Indian hotel chain opened its first
hotel with 49 rooms in May 2004 and operates 58 hotels in 35 cities with ~6000 rooms and over 5000
employees (As on July, 2019).
Hotel in Lucknow
Red Fox Hotel, East Delhi, strategically placed in Mayur Vihar, is a short distance away from Lucknow
Electronic City, major BPO and ITES hubs, Anand Vihar Bus Terminal & Metro Station, Buddh
International racing circuit, Delhi Expo Mart and Pragati Maidan. The hotel is also near many tourist
attractions like Akshardham Temple and Old Fort.

Red Fox Hotel, East Delhi welcomes you with its fresh bold interiors as well as crisp and clean rooms.
This economy hotel delights you with its unbeatable value and reliable safety standards. Here friendly
smiles and a lively environment go hand in hand with professional service. Add to this, Clever Fox
Café’s scrumptious food and hotel's ‘close to home’ environment - this hotel becomes the first choice
for price conscious travelers.

The hotel with its 94 smartly furnished rooms and suites, offers you a wide array of accommodation
options. Room categories include Standard Room and Superior Room. The hotel offers a multi-cuisine
coffee shop – Clever Fox Café, a cyber kiosk, an efficient meeting room, a well-equipped fitness center
and laundry service.

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Hotel Rooms & Suites in Lucknow

Red Fox Hotel, East Delhi, with 94 smartly designed and fully air-conditioned rooms come with a range
of smart amenities including LCD TVs, WiFi, tea/coffee maker, mini fridge and a high quality mattress.
Designed for a cozy sleep experience and a comfortable stay, these rooms are crisp and clean and come
to you at an unbeatable value.
Services & Facilities
Red Fox Hotel, East Delhi offers a smart line up of services and facilities. Hit the fully equipped Fitness
Center and treat your body to an action packed workout. We also have a 24x7 Cyber Kiosk with high
speed WiFi. When you feel the need to nibble on a little something head for our well stocked vending
machine in the lobby.

Fitness Center Cyber Kiosk

WiFi Transportation Restaurants

Meetings & Events Space, Lucknow

Red Fox Hotels, East Delhi offers 850 square feet area that is ideal for meetings and conferences. It
offers an array of facilities and services to help you spark great ideas.

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CONFERENCE ROOM

With a seating capacity of 65, this room is equipped with high speed WiFi, a sound system, a large
screen TV and other smart features.

Area: 851 Sq.Ft.

SEATING CAPACITY

 Reception/Lobby: N/A
 Theater: 65
 Class Room: 36
 Round Table: 35
 U Shape: 28

Six Continents, Hotels & Resorts Brand Range:

Today hotels under the Basis of Hotels & Resorts list from :--

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Inter Continental:
Corporate & leisure travels enjoy the most luxurious brand offering superior services.

Corwne Plaza:
The upper mid-scale market enjoys luxury facilities here.

Red Fox Hotel Brand:

Offers Dependable Amenities & Services, value for money & warm friendly services to the mid-
market travelers.

Red Fox Hotel Express:

Provide the standard level of Ref Fox hotel comfort & value. Without a restaurant, long or large
meeting facilities.

Red Fox Hotel Garden Court:

Offers the value and standard of Ref Fox hotel with the flavour and ambiance of the local market
these properties services.

Red Fox Hotel Select:

For the business traveler who prefers the value and atmosphere of traditional Ref Fox hotel.

Red Fox Hotel Stay Bridge Suits:

A product for the on-extended stay or seeking spacious accommodations for work or leisure.

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 Objectives Of The Organization:

Customer Focus:
This conveys the idea that they will strive hard to provide the environment & facilities, which
guests choose to enjoy for business & pleasure.

Team Work:
Employees will cooperate to put in place the mechanics whereby try to meet one choice for the
customers.

Internationality:
The ethics and culture of hotel transcends national boundaries, extending to all four corners of
the world, and is clearly focused on the world wide Hospitality Industry.

Flexibility:
It demonstrates flexibility i.e. whether to serve a business traveler or leisure guest, the
hospitality experience should meet their expectations.

Aspirations:
The vision to achieve an unprecedented level of customer satisfaction & also to realize their
personal goals & development targets. And to maintain positive attitude among staff.

Policies & Procedures:

Every organization has its own procedures & policies for its working. The hotel has many
different policies out of which some of the main are as follows.

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Training Policy:
In this organization, training is provided a per the requirements. It provides only on the job
training. They provide training to employees to trainee for 6 months. They provide stipend to them. If
trainee wants to continue then he works on F.T.C (Fixed term contract) for 6-7 months, then place him
into probation period, which is for 3-6 months or 1 year. After the probation period there are
possibilities either the person is confirmed, his period is extended or his service is terminated.

Human Resource & Development Policy:

The foremost principle of H.R is that every individual has its own worth & dignity & that he
should be respected. It goes recruitment through campus interviews. Then the candidate are screened by
the personnel department & sent to the concerned department for H.O.D’s views, which is then finalized
by the GM. The organization also sees whether the employees are having job satisfaction or not.

Promotion Policy:
In this organization, promotion is connected with the performance appraisal of the employees.
Through this right person is promoted to the right job on the basis of efficiency rather then on the basis
of seniority. And performance appraisal is done after one year.

Medical Checkup Policy:

In the hotel industry it is very important for the entire employee to be physically fit & hygienic
especially for those who are directly related to production. And we should make sure that all the
employees are not supposed to have any kind of Disease. For this the medical checkup is done & first
aid facility is provided to employees.

Transfer Policy:
This organization transfers are made both by the employees willingness as well as the
requirement of management. Here internal transfers are also made from one department to another as it
is a chain of hotels, from one hotel to another & for this employ’s one-year service & N.O.C (No
Objection Certificate) has to be signed.

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Fire & Safety Policy:
Fire & safety measures are must for hotel business. In this hotel fire & safety classes are meant
for all the employs & after that they have to pass a test on that. Fire exit &evacuation plan is there. Here
smoking is prohibited & fine has to be paid for smoking Rs. 15 for a time. There are smoke detectors &
emergency system with electronic locking & safety devices.

Welfare Policy:
For the welfare of the staff various facilities are provided to them like breakfast, meals & tea.
Some other welfare programmes are also conducted for the employees like employee of the month is
given in order to motivate & nominate the employees & give them reward. Monthly gatherings are
arranged in which the birthdays of the employees are celebrated & give them half of the k.g pineapple
cake free of cost.

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 Core Objectives For The Budgeted Year:

Profit:
To target a Gross Operating Profit that would cover last year’s loss & contribute towards setting
off the Net Operating loss.

Pricing:
Pricing to be volume driven through out the year to achieve market penetration & generate
revenues & departmental operating profit to meet the targets (NOP).

Product:
To complete the following in order of priority.

Fire & Life Safety:

i. Fire rated doors.
ii. Fire suppressant system.

Project Completion:
i.) Suites & restaurant (Indian)
ii.) Disabled guest room & toilets (Public area)
iii.) Brand standards compliance (Hair Dryers, Electronic Locks etc)

Project Specification:
i.) Sound proofing of windows (rooms)
ii.) Sound proofing of exhaust ducting on floors.

People:
To maintain an optimum level of staff strength through multi skilling.

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 Strategic Long Term Objectives:

Profit:
Stabilize operating & overhead expenses to maximize GOP & contribute towards interest &
depreciation payments.

Pricing:
Pricing to be reviewed w.e.f October 2001 considering market conditions (supply/demand)

Option 1:
The rack rates to INR 1999 & INR 3499 (Sgl & Dbl respectively)

Option 2:
Dual pricing strategy for summers & winters (above HET) to be linked to competition
offer.

Product:
To activate revenue-earning areas -----------
i. Entertainment center-in the basement.
ii. Remaining rooms-after achieving an average occupancy level 60%.
iii. Complete brand standards (as per BHR) of rooms.
iv. In house Laundry.
v. BOH Offices Air-conditioning.

People:
Permanent staff level to be kept at minimum.
Hotel Financial Objectives:
Revenue:
To meet/exceed budgeted revenues of Rs 33.95 millions.

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Costs:
Ensure operational costs & operational expenses are in line with the revenues.

Profit:
Meet/exceed budget GOP target of Rs 6039 million by achieving/exceeding departmental profit
capacity.

Inventories:
Maintain operation inventories in line with the occupancy/business levels & not for total
capacity.

Receivables:
Target receivables aging not exceeding 30 days during season time.

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 Payables:
Maintain proper fund/cash flow to meet supplies/payments requirements.

 Who Is Who at Red Fox Hotel Delhi:

SN NAME OF THE PERSON DESIGNATION
1. MR. RAHUL VERMA GENERAL MANAGER
2. MR. PANKAJ GUPTA FRONT OFFICE MANAGER
3. MRS. ARUNA ANAND EXECUTIVE HOUSEKEEPER
4. MR. NAVEEN KAUL F & B MANAGER
5. MR. SURINDER DADHWAL F& B CONTROLLER
6. MR. SANDEEP UPADHYAY SALES MANAGER
7. MR. SWAMI DAS ARORA ASST. MANAGER – FINANCE
8. MR. RAJENDRA PRASAD MANAGER-HUMAN RESOURCE
9. MR. S.P.S. CHAWDHARY EXECUTIVE CHEF
10. MR. SANJAY MARWAH SR. MANAGER –FINANCE
11. MR. SUBHASH CHAND SOUS CHEF
12. MRS. ANUBHA RATHORE GUEST RELATION EXECUTIVE
13. MR. KRISHAN MOHAN TARA LOBBY MANAGER
General Manager
Mr. Rahul Verma

Resident
Manager

Sales & Mktg F & B (service) Front Office House keeping

Mr.Sandeep Mr. Naveen Kaul Mr. Pankaj gupta Mrs Aruna
Upadhay F & B Manager Front Office Anand
(Sales Manager Ex. housekeeper
manager)

 Organization Structure Of Red Fox Hotel Delhi:

Human Engineering Finance F&B

Resource (production) 17
Supervisor Mr. S.D Arora
Mr. Prasad Asst. Manager Mr.Chaudhary
HR Manager
 Information About The Personnel Department At Red Fox Hotel:

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 Introduction:
Personnel department is a staff department in the organization. But with in personnel department
itself, the structure is of line type. Being the head of the department personnel manager has a line
authority with in the department. He may be provided with other staff to assist him in achieving the
objective of the organization. But he is himself responsible for the acts of his subordinates. Keeping in
mind the size, nature & location of the enterprise & the importance attached to the personnel functions
in the organization. In human resource department, motivation of employees is also very important
issue. There are various methods are applied to maintain lower employee turn over and also for
improving the productivity level among the employees.

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Objectives:
 The foremost principal of H.R is that every individual has its own worth & dignity & that should
be respected. The primary objective of this department is the development of HUMAN
RESOURCE. It tends to develop their skills so that their efficiency is increased.
 Another objective is to provide them such a healthy environment, which enables him to work
with enthusiasm, feels that his ideas count & his job is respected.
 Another objective of this department is to motivate the employee so that feels like having
challenging work & their potential are increased.
 After a particular time period, H.R Department appraises the performance of the employee to
increase the efficiency.

Policy & Procedure:

1. Recruitment is done through advertisements & walk in interviews. Firstly the personnel
department before being sent to another department screens the candidates.
2. Training & development is provided to all the employees so that their efficiency is increased.
3. Various facilities are provided for the welfare of employees like Meals, Tea etc.

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 Personnel Functions In Red Fox Hotel:

PERSONNEL MANAGER

PERSONNEL
MANAGER

APM
APM APM
Recruitment & Selection
Building Morale Job Satisfaction

Manpower Analysis:
It sees that in which area more manpower is needed & then fills up those posts. It looks that how
efficient the manpower is & accordingly provides training & development.

Arranging Campus Interviews:

As we already know that this department takes the first step for the recruitment so they arrange campus
interview. And invites the candidates.

Recruitment & Selection:

Firstly this department interviews the candidate & get the medical report filled through their doctors
then they are sent to the concerned departments. Then the H.O.D interviews the candidate after which
he is finalized by the G.M they go for recruitment through adds, walk-in-interviews, competitions &
references.

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Salary & Wages:
One of the important functions is to administer the salary & wages of the entire hotel. They have all the
details of the salary structure of the employees & when they pass the salary then it is given through
accounts department. And they have employee share contribution details also.

Providing Training:
Ones the individual is selected they are given training for 6 months. If performance is not up to mark
then it is extended. Otherwise he is placed into probation period of 6 months. After this are 3
possibilities that the Individual is confirmed, or Probation Period is extended, or the person is
terminated.

Maintaining Good Interpersonal Relations:

This department also works to maintain good relations among that the employees in the organization so
that they have co-ordination as well as informal structures are found. Some interesting games are also
there.

Disciplinary Actions:
This departmental also tries to maintain discipline in the organization. In case any indiscipline is created
then disciplinary actions are taken.

Handling Grievances Of Employees:

This department also listens to all the grievances of employees & tries to be proactive in solving their
problems so that they can work properly. There is a suggestion & complaints as well as problems.

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  Information About The Accounts Department At Red Fox Hotel:

Manager
Finance

Accounts F & B Controller Purchase EDP

Executive P. Chakraborty Supervisor Supervisor
S.Arora TBA Rajeev
Gupta

Accountant Accts Astt. Accts Astt. Accts Astt.

Dhirendra Jain (Gen Cashier) (Stores/Purchas (Receiving)
V. Agarwal e) Rachit O.P Sharma

Accts Astt. (Rest Stores

Cashier) Helper
R.Arora,Trilok, Sanjeev
Anuj, Sanjeet

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Objectives:
The most important objectives of the department can be stated as follows:

 Maximization of revenues & profits .To target a cross operating profit that would cover last
year’s loss & contribute towards setting off the revenue leakage.
 Minimization of revenue leakage.

 Optimization of costs or to have minimum costs. To ensure operational costs & operational
expenses is line with the revenues.
 To have better local administration.
 To have better control on day to day operations so that every thing is well managed.
 Timely completion of important documents, reports & financial statements.
 Target receivables aging not exceeding 30 days during season time.
 Maintaining proper fund/cash flow to meet supplies/payments requirements.
 Maintaining operational inventories in line with the occupancy level & not for total capacity.

Policy & Procedure:

 Regarding payables all bill are posted into the payable module of the back office system,
payments are processed to suppliers & all supplier accounts are reconciled & makes provisions
as month end to financials.
 A BI-monthly credit review meeting is held.
 General cashier collects the consolidated income report. He collects cash sales of the previous
day from the front office & deposits all cash sales, foreign currencies & traveler cheque.
 Regarding purchase documentation is done, tenders are called for yearly contracts for daily
suppliers & market surveys are done.

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  Information About The House Keeping Department At Red Fox Hotel:

House
Keeping
Manager
Aruna Anand

House keeping Asst.

Prakash Sahu

Floor Desk
Supervisor Attendant

Room Boys House Man

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Objectives:
The three objectives of this department are:
 The first objective is the maintenance of this hotel. It looks that everything in the hotel is
properly managed & is perfect.
 The second objective is to ensure cleanliness. It ensure that everything is properly cleaned or not
& is hygienic or not.
 And the last objective is to have minimum costs by reducing the wastage if items.

Policy & Procedure:

The three policies of the housekeeping department are:
 To keep the privacy of the guests. For this “ DO NOT DISTURB ” card system is there, if the
guest puts the D.N.D card on the door then the housekeeping department does not go for
cleaning in that room without the guest’s permission.
 The second policy is to have proper & prompt telephone receiving because this is the controlling
center in the hotel.
 The third policy is to have proper key control. For this worthy persons have to be kept because
the key of all this departments are in this place.

House Keeping Functions In Red Fox Hotel:

Providing Uniform:
The employees are provided with uniform by this department. There are three sets of uniform for
all the employees & pair of shoes. When the employee comes in the morning Uniform is handed over to
him 15 minutes before the duty starts. After the duty finishes that set is sent for laundry & the next day
another set is given.

Laundry:
The laundry in given on contract basis. Yearly contracts are given to those who offer quality &
minimum cost. At the desire of the guests this department sends there for laundry to those whom
contract has been given.

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Repairing:
After receiving the laundry the uniforms & the guest’s clothes are repaired by the tailor if needed
like putting buttons & making other small repairs.

Inventory In Each Month:

Each month inventory & for this three registers are maintained:
 Maintenance register
 Discard register
 Stock register
In the first register all about maintenance is recorded in a month like any electrical all the scraps
are records & that which has been made out of use. In the third ones the position of stock is recorded
like various items are provided in the rooms like towels etc.

Receiving Guests Calls:

If the needs anything then he calls at the control desk. The desk attendant properly attends all the
messages & their requirement are full-filled.

Maintenance Of The Organization:

For this whole of the hotel is divided into three parts:
 Basement
 Outside gardens
 Rooms cleaning
For all the offices & other parts of the hotel floor men are there who clean it. There are gardeners for
maintaining the outside gardens & there are room boys who clean the rooms.

 Information About The Sales & Marketing Department At Red Fox Hotel:

Sales Manager
Mr. Sandeep
Updhaya

Astt. Sales
Manager
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 Objectives:

“To increase sales & promote this hotel & this is done through advertising in newspaper etc. Thus the
most important objective of this department is to promote this hotel & make it more famous &
renowned. “

Policy & Procedure:

The main policies of this department are:
 The first policy is to maintain good public relations. This helps to promote the hotel in an
important way. They should have good relations with travel agencies & business corporate.
 The policy is to give periodic advertisement of the hotel like in newspaper, pamphlets, &
magazines.

 And the last policy is to render good services to the customers because if the hotel is providing
quality of services then the hotel will automatically be promoted.

Sales & Marketing Functions In Red Fox Hotel:

As the objective states, the main function of this department is to increase the sales, there are two types
of sales or we can say that they work through two things.
 Unit Sales
 Regional Office Sales
For both they go for: -----------

Co-operate Calls:
The calls of big business houses increase their sales as the companies go for conferences,
meeting & business tours. Some companies often have their all India meeting.

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Travel Agencies:
They also go to travel agencies in order to increase their sales. These travel agencies have many
tours conducted & many groups & people on business tour from abroad & within the country so the
hotel gets bookings.

Advertising:
As we all know that advertising is one of the most important tools of marketing so they
primarily go for this in newspaper, pamphlets, magazines etc in order to increase their sales.

Priority Club Membership:

In order to promote this hotel the marketing department has introduced various loyalty programs
like the priority club membership that can be obtained by any traveler. The members get reservation &
rooms & other services on priority basis in all the branches of this hotel.

 Information About Stores Department At Red Fox Hotel:

Purchase
Officer
Sandeep
Kulshrestha
Stores
Executive

Stores Astt. Stores Clerk

Stores Helper

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Objectives:
 The foremost objectives of the stores are to have minimum cost. For this day go for market
survey & whoever is offering the minimum cost receive the tender.
 The second objective is to maximize the revenues or the profits by reducing the lead-time & by
reducing the store out of material, not issuing excess material so that it is wasted. Lead-time is
the time between placing the order & receiving the material.
 The objective of this department is co-ordering among all departments in the organization so that
they work in the same direction to develop the hotel.
 Another one is having a safety zone, stock of goods, which can be used, in case the goods when
ordered are not received on time.

Stores Functions In Red Fox Hotel:

The main functions of this department are:

Placing Purchase Order:

This is the first function of stores. That which goods are required in the hotel & what is their
stock position. The goods which are out of stock & which are specially demanded by the departments
are ordered by them to meet their requirements.

Receiving:
After placing the order, the second function of this department is receiving those goods. The
store opens a goods onward sheet & sees that the right quality & right quantity has been delivered or
not. It looks that the goods received are satisfaction & up to the expectations.

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Posting In Ledgers:
After receiving the goods, their entries are made in various ledgers. These ledgers contain the
quantity received & qty. in stock on a particular date. Different ledgers are maintained for different
goods like for:
 Tinned food & bottle items
 Housekeeping
 Grocery
 Printing & stationery
 Cookery & cutlery
 Engineering items

Issuing:
The fourth function of this department is issuing these goods to the different departments are per
the requirements. And weekdays are fixed for all the department for issuing them, but for the kitchen
daily hours are set. After issuing this is also recorded that what & how much is issued.

Sales Of Scrap:
This is the last function of this department. At the end of the month, the store in charge sees that
waste material are there & sell those items like packing boxes, empty bottles etc.

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  Information About The Front Office Department At Red Fox Hotel:

F.O.
Manager

Astt. F.O
Manager

F.O Astt. F.O Astt. Caption Telephone

Cash Counter Reception Bell Desk Operator

Bell Boys

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Front Office Functions In Red Fox Hotel:
The main Functions of this department are:

Reception:
When the guest enter the hotel. Firstly he/she faces the reception. Here he/she can get various
information about the rooms & he/she chooses & gets the key. At the reception rooms are given to the
guest as per their requirement.

Telephone Operator:
The telephone operator receives all the incoming & outgoing calls in the hotel. If any call is
made in the hotel from outside then it is received by telephone operator & then he/she connects to the
other department.

Reservation:
This takes the reservation of the guest & also takes care of the check in & check out of the guest.
The guest are assigned rooms from here & also if they want to cancel their reservation per change their
rooms then this done by them.

Bell Desk:
At bell desk they take great care of their luggage of the guest. They are responsible for all the
packages in the hotel. They also take care of the special request of the guest like if he wants the ticket of
a movie then the bell boy will bring it for them. Bell desk also keeps all the local information of Delhi.

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 Information About The Food & Beverages Department At Red Fox Hotel:

F&B
Manager

Banquet
Manager

Caption

Steam wards

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 OBJECTIVE OF THE STUDY

The objective of this assignment was to look at the various dimensions of the employee satisfaction
related: -
 Overall satisfaction with working climate & conditions both physical & emotional.
 Loyalty to the company.
 Motivation levels for self & colleagues
 Extent of engagement & involvement with the company.
 Monetary or non-monetary satisfaction.

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 SCOPE OF STUDY

Scope for the Hotel Industry :-

This study is quite useful for HR department of Ref Fox hotel. By going through this report
Hotel can know that what there employees thin about their job & responsibilities.

The extract of this report is to study the motivation level of employees and if hotel is lacking
somewhere, they can improve on that part only and can make there employees better & more
productive.

Scope for any Student :-

Being a student this report can help to any student to understand the atmosphere & working style
or ethics of this hotel industry in India.

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 Importance of the Study:
F & B department is one of the most important departments of the hotel. It controls quality of
the food & beverage & provides good services to the guest.

Basic layout of the food and beverages department:

 Room Service
 Coffee Shop
 Restaurant
 Banquet Hall
 Bar

Bar:
All the alcoholic & non-alcoholic drinks are served here & BAR is known as OLIVE GARDEN.
In OLIVE GARDEN the total sitting capacity is 32. All alcoholic beverages are served & control from
here. Operating timing is 12 P.M to 11 P.M.
Accommodation:
The hotel’s 102 rooms & suites, with a choice of non-smoking rooms, are tastefully furnished to
provide the best of relaxation. In room facilities include individual climate control, telephone with voice
mail, International Direct Dialing, round the clock room service, hair dryers, Mimi bars, 24 hrs satellite
entertainment, 4 channel music & carefully selected personnel care products.

Restaurant (Olive Garden):

The olive garden-a multi cuisine restaurant & a coffee shop offers a unique blend of
international cuisine from around the world. Overlooking the lush green front of the hotel it provides an
ambiance which is warm yet trendy.

Conference & Banquet Facilities:

The banquet facilities are ideal for every occasion. The regent is perfect for gathering of 50-120
people. The boardroom, suitable for business meetings, Can accommodate 15-40 people. All these are

37
equipped with the latest audio & video facilities. The Business Center offers Internet, photocopy &
secretarial services for guest.
Food & Beverages Functions At Red Fox Hotel:
 Arrange material for kitchen as per requirement.
 Control the entire restaurant banquet department & bar.
 Looks after the V.V.I.P
 Check & control the rate of purchased items.
 Handles all the queries & pay often attention about the serious complain.
 Motivates the staff.
 Give training to the employees.
 Responsible for staff welfare.
 Arrange food festival & other festivals.
 Spot cheering.
 Send bill to the travel agency through the travel agent.
 Pay attention to the quality of product.
 Sent menu with the help of chef.

38
 Literature Review

Content Theories Of Motivation

 Maslow’s Approach
 McClelland Approach
 Herzberg Theory
Process Theories Of Motivation
 Vroom’s Vie Theory

 Porter & Lawler Expectancy Model

39
 Literature Review

WHAT IS MOTIVATION?

According to Webster's New World Dictionary (1998), motivation is some kind of drive or
impulse that causes one to act in a certain way.

Bennett (1997) also suggests that motivation is a force that influence on employee to work so as to
achieve certain aims and benefits.

Bennett (1997:102) comments:

'An employee's motivation to work consists of all the drives, force and influences - conscious
or unconscious -that cause the employee to want to achieve certain aims and benefits.

On the other hand Cowling and Mailer (1998) says, motivation is a psychological concept
related to strength and direction of human behavior. Motivation is explained as a force with in
individuals, which lead them to achieve certain goals in order to fulfill their needs or expectations.

'Support for this, Mitchell (1982) defines motivation as 'the degree to which an individual wants
to chooses to engage in certain specified behaviour.

Another review given by Cowling & Mailer (1998) demonstrates that motivation, in the work
place, is concemed with the manner in which individuals choose to exert effort in pursuit of their goals,
and, correspondingly, with the manner in which employers attempt to create work environments which
stimulate such effort.

Since increase in productivity is the ultimate goal of every industrial organization, motivation of
employees at all levels is the most critical function of management.

According to Stephen P. Robbins: motivation is defined as the, willingness to exert high levels
of effects towards organizational goals, conditioned by the efforts ability to satisfy some individual
needs.

40
 An organization has goals, which can only be achieved by the efforts of the people who work in
the organization. Individuals have their own goal in life, and these are likely to be different from those
of the organization. A major consideration for supervisors and management is the problem I of getting
the employees to work in such a way that the organization achieves its goals, in other words, employees
must be motivated.

In simple terms, motivation is a kind of force or drive that influence on individual to work and to
exert effort so as to achieve certain goals or incentives in order to fulfill their needs and expectation.
And, from employer's side it is an attempt to create and maintain such kind of forces of influence their
employees in order to exert effort.

Motivation plays a major role in achieving high performance in the workplace, which is an
important goal of management. However, just because an employee is motivated does not guarantee she
will perform satisfactorily. Therefore, changing the performance of workers is rather more complicated
than just “motivating” them.

Managers are challenged to understand employee needs and to design work and workplaces so
that employees will engage in behaviors that meet their needs, while at the same time achieving
organizational goals.

41
Figure: Formula for effective performance

Ability

Effective
Direction
Performance
Motivation

Support

TYPES OF MOTIVATION

According to Robert Wood (1996) motives are divided into three categories: Physiological,
socio-pl.1ysiological and general.

Physiological motives

Physiological motives are variously called primary motives. The living system has motives for
some physical satisfaction, a lack of which over a longer period proves to be extremely damaging. The
individual requires oxygen, food, and water; something to preserve body temperature which indirectly
points to clothing and shelter; but these by themselves do not form a motive. These physiological
motives may be divided into specific categories. Some motives are of a supply nature, providing
significant factors for balance, while others provide! escapes from situations. Which threaten the
integrity or stability of the living system. There are two features of these motives: (1) they are universal,
is they exist in all human beings irrespective of their divergent social cultural and physical settings; and
(2) the behaviour patterns related to these motives are largely unlearned or innate. These behaviour
patterns appear' either immediately after birth or at different periods of life following upon maturation
of the neuro-physiological mechanism, for instance, the reproductive behavioral pattern.

Socio-Psychological Motives Socio-psychological motives may not be as immediate or physical,

yet they influence behaviour at an early stage. An individual is not merely a food seeking living system.

42
He/she desires and actively strives for association, for belonging to various individuals and groups.
These motives are neither inborn to him nor are they related directly to his survival. These motives
originate from the training, which he acquires from different social organizations -to, which he belongs
(i.e. I the family, club, etc.) Socio-psychological motives, unlike physiological motives, are largely
learnt and accordingly vary from culture to culture. They may be divided into affective and egoistic
motives. Both are related to people. Affiliative motives deal with belongingness, friendship or affection
with.people. Egoistic motives relate to a position over people rather than with people. Power, status,
prestige or esteem fall under egoistic motives. Socio-psychological motives include, acquisitiveness,
security, status, autonomy, affiliation, achievement, dependence, aggression, power and nurturance.

General Motives

There is an intermediate category of motives between the physiological and the socio-
psychological. The motives in this category are unlearned but not physiological based. They are placed
in a general category. In this category may fall all other motives which cannot be classified as
physiological and socio-psychological including competence, manipulation, ~ activity and curiosity.

Therefore, these different motives together contribute towards employee satisfaction and also
enhances productivity.

CONTENT THEORIES OF MOTIVATION

'Content theories of motivation seek to determine the individuals choice of goals and hence why
certain things are more important to some people than others. ,

(Bennett 1997: 107)

There are lot of content theories of motivation, some of the major theories are:

43
A.H. MASLOW'S APPROACH:

According to Maslow's theory individuals are motivated by five levels of need, when individual
has been satisfied by first level of need then he moves to second level of need so as to satisfy himself
and then further on.

The five levels of need are:

i) Physiological need -It includes basic needs such as food,

shelter, clothing, heat and light.

ii) Security -Maslow argued, once physiological needs have been

met the individual .will seek security at home, tenure at work and protection against reduced
living standards.

iii) Social -'Most people desire affection, they want to belong to a

community, and to feel wanted.' (Bennett 1997: 107)

People create social, religious, cultural, sporting and recreational groups and at work they create
activity, groups and communication systems.

iv) Esteem: It includes needs for recognition, authority and

influence over others. This could be met by having high-ranking jobs, together with the
provision of status symbols.

v) Self -actualization: According to Maslow, this is the highest

level of need as to concerns activity and hunt for personal fulfillment. Few people over reach
this final stage.

44
 Maslow's hierarchy or needs

MASLOW’S THEORY:

Maslow's hierarchical concept of human needs is based on the, view of prepotency of needs.
These needs include the physiological needs, safety needs, love, esteem and the need for self-
actualization. After the satisfaction of physiological needs, the need for safety tends to motivate human
behaviour. This need refers to freedom from fears of external threats including criminal, attacks and
climate distress, protection, comfort, peace and orderly and neat surroundings. The need for love
involves the acceptance, group participation and desire for affectionate relationships among family
members and other associates. It propels the individuals to belong to warm, supportive associations of
other persons. Then comes the need for esteem (i.e. recognition and prestige, confidence and leadership,
achievement and ability, etc.), which refers to the wish of an individual for a high valuation of his
personal worth. This need reveals itself in two manners: (I) an individual requires self-knowledge of

45
competence in certain aspects of accomplishments, and (2) he requires the recognition or approval of
these accomplishments by other persons.

Finally, the self-actualization need refers to realization of individual's intrinsic potentials. This
need can be regarded as the desire to become more and. more what one is, to become everything, which
one is capable of becoming, to do things purely for the challenge of accomplishment, intellectual
curiosity and fulfillment, and creativity and aesthetic appreciation.

There are many other features of Maslow's theory, which deserve attention,: (I) This hierarchy relates to
the motivational scale of normal, healthy individuals belonging to a highly advanced society. This
society ensures satisfaction of ~ physiological and safety needs. (2) From the standpoint of what
actually motivates human behaviour it can be asserted that a satiated need is no longer a motivator. (3)
In advance society, the physiological and safety needs do not form motivators for most normal adults. It
is only in underdeveloped regions that these needs dominate human behaviour. In advance regions,
these needs motivate only a small segment of population, which is either abnormally. Deprived or, 9 has
not experienced warm affiliative relationships and the esteem of other. The theory asserts that it is
perhaps only the search for higher level needs which form the motivating factor for a normal adult
individual.

In the light of above facts, the author is of opinion that, motivation is needed at all levels and
pay forms a unique, incentive, which is one of the major driving force for the people at all levels.

Maslow's Versus McClelland's Theory: McClelland’s theory can be compared with Maslow's theory.
The achievement motivation resembles self-actualisation need of Maslow. Affiliation motivation forms
a part of Maslow's Social need. Lastly, power motivation as proposed by McClelland embraces safety,
esteem and social needs embodied in Maslow's hierarchy. Maslow's Versus Herzberg's theories
Herzberg's theory appears consistent with Maslow's hierarchy of needs.

While Maslow talks of needs or motives, Herzberg concentrates on the goals or incentives,
which satiate these needs. There are several examples in work settings. Money and fringe benefits
satiate physiological and security needs. Hygiene factors such as "interpersonal relations and.
supervision satiates social needs. Motivators such as increased responsibility, challenging work and
growth and development satiate the esteem and self-actualisation needs. The physiological, safety,
social and part of the esteem needs related to hygiene factors. The esteem needs have two parts status an
recognition. Status may be acquired through influence and partiality and thus may not reflect actual

46
personal achievement. However, recognition is acquired through competence and achievement.
Therefore, while status is considered as a hygiene factor, recognition is a motivator. Therefore, in the
light of these different theories, author is of the opinion that different motivational factors have different
impact on employees and they playa vital role in meeting employee satisfaction and aims and objectives
of an organization.

HERZBERG AND TWO-FACTOR THEORY:

According to Herzberg, there are two sets of factors that influence human behaviour: i)
Maintenance or Hygiene factors ii) Motivators

Herzberg asked professionals (engineers and accountants), the factors that increase or reduce
their motivation during work place and Herzberg conclude that factors reducing employee's satisfaction
are:

 Inadequate Pay

 Poor personal relations. Poor management

 Unpleasant working conditions

 Lack of incentives and other fringe benefits.

Maintenance or Hygiene factors: These factors prevent dissatisfaction by controlling the factors
mentioned above. Some of the main constituents are:

 Good pay

 Good working environment

 Good relationships with colleagues and managers.

 Level of job security

Motivators: This set of factors increase satisfaction by encouraging better quality work. It provides
opportunities for self-actualization, responsibilities and autonomy. According to Herzberg, the absence

47
of suitable motivators would not create dissatisfaction among employees, but an increase in the
strengths of motivating factors would definitely going to improve output from employees.
If motivators are not present means no satisfaction and no dissatisfaction among the employees.

HERZBERG TWO FACTOR THEORY

Hygiene factors Job Job satisfaction

Satisfaction Pay

Present
Working
environment Job
Relationships

Motivation
Not present

Dissatisfaction & Motivators

demotivation opportunities for self
actualization
responsibilities &
autonomy the nature
and context of work
Present

No satisfaction no
dissatisfaction

48
HERZBERG’S THEORY:

The present theory of Herzberg is called the "two-factor theory" or the "motivation-hygiene
theory". It incorporates two kinds of factors: intrinsic or motivators and extrinsic or hygiene factors. The
extrinsic factors are related to job dissatisfaction whereas the intrinsic factors are related to job r
satisfaction. In situations where the extrinsic factors are not provided up to a minimum acceptable level,
people become dissatisfied. Yet, if the extrinsic factors are provided beyond, this minimum acceptable
level, they do not cause increase in satisfaction. These factors are also called as maintenance factors
because their presence maintains satisfaction. They operate primarily to dissatisfy individuals when they
are not adequately provided but their presence in adequate degree does not motivate them significantly.
On the other hand increase in the intrinsic factors are associated with satisfaction. These factors are
called motivational factors. The absence of these factors will not necessarily cause job dissatisfaction.
Yet, they operate primarily to build strong motivation and high job satisfaction. For several years
managers had been wondering as to why their fringe benefits and personnel policies were not enhancing
employee motivation in work settings. The difference between motivational and maintenance factors
helped answer their question. Their fringe benefits and personnel policies are related to maintenance
factors and not motivational factors. Thus, the definition of hygiene and motivation and the relationship
of these factors to the behaviour of men at work have significant implications.

Thus, the theory seems to be somewhat method bound. Nevertheless, it should be recognized
that the theory is of great significance in indicating the various types of needs that motivate individuals
and their varied impact on satisfaction in organizational settings. It provides valuable guidelines for
structuring the jobs to make them more interesting as well as for dealing with the problems of selection,
supervision, mental health and participation, effectively.

49
ALDERFER’S ERG THEORY:

Alderfer suggested a three rather than five level hierarchy. According to Alderfer the three
groups of basic need are:

Existence Needs comparable physiological and security needs of Maslow's hierarchy.

Growth Needs comparable to Maslow's self-actualization needs.

Relatedness Needs comparable to Maslow’s social needs and a part of esteem needs.

ERG Theory suggests that people may experience different levels of needs simultaneously and if
a person not able to achieve the next highest level, then the one below it will assume for greater
importance in that person's mind. Alderfer suggested that if needs for self-actualization may not be
achievable in a working environment which is dull and boring, the individual would substitute other
needs as being more important, such as relatedness needs.

50
MCCLLELAND’S THEORY:

McClelland proposed three needs which are important in organizational settings for
understanding motivation. These needs include achievement, power and affiliation and deserve attention
because they have great significance in organization

The individual propelled by achievement motivation is constantly preoccupied with the desire
for improvement and better performance in edition and tends to prefer situations where (FJ can get
quick and precise feedback on performance. Individuals who are equipped with high achievement
motivation are fond of taking calculated risks and, search environments- conducive to challenging
opportunities, 'personal responsibility, autonomy and a sense of mastery. Such individuals derive greater
excitement from the solving of a complex problem rather than the accompanying money or praise, and
tend to make outstanding executives or entrepreneurs. The organizations-which have a sizable number J
of such individuals make rapid progress.

McClelland's theory implies that managers with high achievement motivation may set high
standards of performance for themselves and their subordinates and are likely to be- improvement and
innovation minded in their positions.

The power motivation has been defined as a desire to affect the behaviour of other individuals
and to control and manipulate the surroundings. It has been assumed that power motivation becomes
strong in people who feel themselves inadequate to achieve the respect and recognition from other
individuals, and subsequently go out of their way to seek the attention of others. Individuals with high
power motivation either emerge to be successful leaders or alcoholics source. McClelland stresses that
power motivation is closely related to managerial success. However, it is not certain which is the cause
and which is the effect. Power motivation may be in negative and unsocialised or positive and socialized
forms. Thus, it appears that although the power motivation is not undesirable in itself, the way it takes
the form is significant. Such motivation is likely to energise and direct people to seek leadership roles.
But it is also likely that in such roles' individuals with high power motivation involving negative
orientation may tend to adapt an exploitative autocratic style whereas those with low power, motivation
may resort to a laissez-faire style. Moderately high power motivation involving positive orientation
leads to a participative or democratic leadership style.

51
 The affiliation is a desire to interact with other individuals, to be liked by them, to belong to
different groups, etc. Thus, it is related to social needs. Individuals tend to seek affiliation with those
individuals who are exposed to identical situations. It is perhaps because of this fact that individuals
tend to form informal organizations. The people who are unable to adjust to these organizations remain
isolated and sometimes emerge as high producers. However, the number of such isolates is very small.
Individuals also tend to engage themselves in social relations of their interdependence. They tend to
interact and affiliate with those other individuals upon whom they depend for some resource or whom
they perceive as a source of some gains. As soon as this dependence (j:)declines, they are likely to
minimize their interactions and affiliations with such individuals. Basically, the affiliation motive is the
desire to socialize as a goal in itself. People tend to seek good company, good family life, and popularity
in groups just for its own sake. Leaders with high affilation motivation are likely to be relations-
oriented, warm, friendly and supportive while those with low affilation motivation may be impersonal,
bureaucratic and inaccessible in organizational settings.

PROCESS THEORIES OF MOTIVATION

'Process theories look at relationship that might enhance, or detract from, motivation. ' (Ellis &

Dick 2000: 45)

Process theories of motivation try to explain how employees can be motivated to work.
According to Robert H. Woods (1994), three process motivation theories are widely acknowledged: the
expectancy theory (Victorvroom), equity theory (J. Stacey Adams), and reinforcement theory,
(B.F.Skinner). Expectancy theory Expectancy theory states that the strength of an individual’s
motivation to do something will depend on the extent to which he/she expects the results of his/her
efforts to contribute towards employees personal needs or goals, to reward or to punish him/her. The
expectancy theory assumes that people are always motivated. The goal of manager is to get workers to
focus their motivation on organizational goals. Robert suggests that according to this theory, workers
are most productive when they believe that there is a high probability that the following three
relationships are true:

i) Efforts will lead to high levels of productivity.

ii) High levels of productivity will result in desired outcomes.

52
iii) Desired outcomes will satisfy personal needs.

In other words, expectancy theory states that people will decide how much they are going to put into
their work, according to:

a) The value that they place on this outcome which Vroom, called "Valence" and

b) The strength of their expeciat,'ion that be having in a certain way will in fact bring out the desired
outcome (Expectancy). Expectancy x Valence = Force of motivation

Equity theory The equity theory relates to whether an employee believes he/she is being fairly
treated in comparison to others in similar positions. This theory based on the assumption that the
employees ask two questions about their work, like what an employee is receiving in return from his/her
efforts and what ~ others are receiving from their efforts in an organization. According to this theory
when this imbalance occurs in the mind of the employees, then the employees might:

i) Work less hard because they believe others are over- compensated.

ii) Work harder because they believe. they are over- compensated in relation to others.

iii) Convince others to work less hard in order to restore equity.

iv) Convince others to work harder to restore equity.

v) Reassess their perception of equity. (Robert H. Woods, 1994).

This sense of equity relates to fellow employees in the company and to workers in similar
positions in other companies. For example, an employee will FCCL a SCI1SC of imbalance if he or she
believes that employees in other hotel companies are rewarded more than he or she is for similar work.
As a result, that employee may ask for more money, or may go to work for another hotel, company.

These theories are collectively known as 'Expectancy theories'. These theories seek to determine
the individual behavior, which further help to predict individual motivation. The major process theories
of motivation are:

53
VROOM'S VIE THEORY:

According to V .H. Vroom, an individual behaviour is affected by three main variables (VIE)
i.e.,

 Valence -What an individual wants to happen.

 Instrumentality -An individual's belief that performance related outcomes will satisfy his or her
needs.

 Expectancy- An individual's estimate of perceived probabilities that effort will lead to

performance related outcomes.

According to Vroom, the formula for the theory is: Motivation = Valence X Expectation.

The theory implies that it is necessary to increase the value of desired outcomes so as to
motivate an employee and the employees has to judge the probability of reward coming his/her way
after achieving the required performance levels.

54
PORTER & LAWLER'S EXPECTANCY THEORY:

The theory is a developed version of Vroom's Theory and explains the relationship between
performance and effort.

According to Porter & Lawler, performance is the key for an individual where rewards are going
to satisfy his/her needs. And, effort is the individual's expectation of winning rewards. The author of the
theory believes that improved performance lead to greater job satisfaction and extra levels of effort do
not always lead to improved performance.

PORTER AND LAWLER EXPECTANCY MODEL OF MOTIVATION

1 Value of 4 Abilities and 8

reward traits Perceived
equitable
rewards

3 Effort 6 Performance 7A Intrinsic

(Accomplishment) rewards

9 Satisfaction

7B Extrinsic
rewards

2 Perceived 5 Role
effort-reward perceptions
probability

EQUITY THEORY:

55
 According to equity theory, employees often compare the returns they are experiencing with the
rewards given to other employees, in relation to the effort they contribute to their jobs. If an employee
believes his or her returns correspond to those of other employees, then the employee is going to be
satisfied and, if, employee belief that his or her return does not correspond to those of other employees,
then the employee is going to be dissatisfied and to make him satisfied, the employers have to give pay
rise or other forms of recognition so as to remove dissonance.

REINFORCEMENT THEORY:

Reinforcement theory suggests that an employee's behavior can be predicted on the basis of what
happened the last time the employee did the same job.

According to Skinners (1994) reinforcement theory; he stresses I the point, if a manager

responds in a positive way to the I employee's behavior, then the employee will perform the same way
again. In contrast, if the manager responds in a negative way, the employee will either behave
differently the, next time or avoid the actions that caused the negative I response. This theory leads to
four possible managerial actions in response to employee behavior.

i) Positive reinforcement: A manager can encourage similar, behavior by rewarding that behavior.

ii) Negative reinforcement: A manager can encourage a. behavior by removing a punishment or

unpleasant stimulus when the desired behavior occurs

iii) Extinction: A manager can ignore a behavior to discourage that behavior, especially if it has been
rewarded in the past. On the other hand, when a manager fails to acknowledge good behavior,
employees may not perform this way again.

iv) Punishment: A manager can punish an employee for bad behavior to discourage the
employee from performing that way again. This theory plays an important role in motivating the
employees, if a manager catch someone doing good, should raise that employee. Public praises makes
employees feel good about their behavior and sets examples to follow.

Theories that are discussed at the individual level include Maslow’s hierarchy of needs theory,
Herzberg’s two-factor theory, and McClelland’s manifest needs theory, all of which are content theories,
expectancy theory, which is a process theory

56
TABLE: CATEGORIZATION OF MOTIVATION THEORIES

Motivation Theory Level of Greatest Content or Process

Applicability Theory

Maslow’s hierarchy of needs theory Individual Content

Herzberg’s two-factor theory Individual Content

McClelland’s manifest needs theory Individual Content

Equity theory Group Process

Expectancy theory Group Process

Reinforcement theory Organization Content/process

57
 RESEARCH METHODOLOGY

In the chapter, the author collected information about the staff motivation and its impact on
consumer behaviour. The author used both primary and secondary research methods to collect data and
information.

This section includes the research methods, their rationale, validity, reliability, sample size, alternatives
and limitations faced during primary research.

 To know about the various needs of staff and what they want from their job.

 To discuss what steps do managers to take to motivate their staff and fulfill their needs.

 To discuss consumer behaviour and their expectations.

 To discuss staff consumer relationships and top measure the impact of staff motivation on consumer
behaviour.

SECONDARY RESEARCH

The secondary research was done in order to collect the relevant literature presented on the
topic. It also helped in collecting the information and data, which helped in analysis. The secondary
research can be done directly in comparison to primary research.

The data piled from books, newspapers and Internet. There were a lot of books and other
published material related to topic and all the information collected helped to accumulate hypothesis.
Most of the literature is from the books. The books selected by the author were related to Human
Resources, Staff Motivation and Consumer Behaviour. There was lot of books on the topic that helped
the author to carry the study.

LIMITATIONS TO SECONDARY RESEARCH

58
 The researcher faced some problems, as there was a vast literature on staff motivation and
consumer behavior but very limited literature was provided for the relationship between two topics
mentioned above.

PRIMARY RESEARCH

The researcher carried out different tools to collect primary data including questionnaire,
interviews etc. The main objectives were to collect information about staff needs and different method
used by an organization to motivate their staff. Well, these methods have some limitations, as they were
time consuming. The researcher was finally able to collect the appropriate information.

LIMITATIONS TO PRIMARY RESEARCH

The researcher faced some constraints while carrying out primary research:

 Time restrictions, as the sample size was very large, so it was difficult to fill up the questionnaire.

 Some people send the questionnaire back without filling it.

 Carrying out personal interviews is not easy, as so many people don't want to spend their time in
filling the questionnaire.

SAMPLE SELECTION

For primary research, the researcher opted for hotel located in Central Delhi. The hotel chosen
by the author is:

1. Hotel Red Fox Hotel

The survey contains two questionnaires one for the staff and one for the managers.

Due to time constraint, it was decided to question 50 people from staff of hotel. In that sample
13 are for managers and rest 37 for employees over there.

The reason for using workers is to know that what effort they are taking to satisfy their
customers and also to know that what are their expectations from the employer. Managers and

59
supervisor, to know what steps are they taking so as to motivate their staff and to know what a customer
is expecting from the company beside the product.

Data Analysis & Data Interpretations

60
 ANALYSIS FOR EMPLOYEES

SAMPLE SIZE

Total number of employees contacted: 37

Total number of departments covered: 8

F&B
E.D.P. HRD
Finance production
3% 3%
14% 16%

Engeering
16%
F& B
Services
16%
House Front Office
Keeping 16%
16%

Your Age [please mark whichever applicable]

61
Age Group Total

20-30 18

31-40 17

41-50 2

51-58 0

51-58
41-50
5% 0%

20-30
49%
31-40
46%

This graph shows that 49% of Staff was in Age group of 20-30, 46% was in Age group of 31-40
and 5% staff was in age group of 41-50. In collected data there was no employee of age of more
than 50 years.

62
How many years have you been associated with the organization?

Hotel 1-4 Years 5-10 Years 10 years and

above

Red Fox Hotel 18 17 2

18 18 17 1-4 Years
5-10 Years
16 10 years and above
14

12

10

4 2
2

0
Holiday-Inn

Out of 37 Employees 18 was working for last 1-4 years, 17 was working for last 5-10 years. 2
Employees were associated with this organization for last more than 10 years.

63
Are you satisfied with your present job profile?

Hotel Yes No

Red Fox Hotel 26 11

30
26 Yes
No
25

20

15
11

10

0
Holiday-Inn

Out of 37, 26 employees were satisfied with their job and rest 11 had some problems with their
job.

List of welfare activities carried out by your Hotel?

64
 Holiday-Inn

12
13
12
11
15

0 2 4 6 8 10 12 14 16
Emp of the month Washing Facilities
Facility of storing & drying clothes Sitting Facilities
Canteen Lunch Room

Most of the employees were satisfied with the employee welfare activities carried out by their
hotel & organization.

65
List of schemes at your Hotel aimed at motivating employees?

Holiday-Inn

12
12
13
14
10

0 2 4 6 8 10 12 14 16
Conducting games Staff-day
Emp. of the year Games for children
Sweet distribution on special occasion Incentive schemes

In terms of Motivation schemes Majority of employees accept that organization always carry out
some good schemes to motivate their employees.

Does your company appreciate your work?

Hotel Yes No

66
 Red Fox Hotel 31 6

35 31 Yes
30 No

25

20

15

10
6
5

0
Holiday-Inn

31 put of 37 thinks that they always get the appreciation from their organization for there work.

67
Does the company provide you incentives?

Hotel Yes No

Red Fox Hotel 29 8

35
Yes
29 No
30

25

20

15

10 8

0
Holiday-Inn

29 out of 37 accept that organization is fair enough to pay their incentives.

68
 Please rank the motivation factors as to how they motivate you to perform well (on a scale
of 1 to 5) for the following: 5 means Highly Motivating 1 means least Motivating.

Hotel Job Salary & Empowermen Environmen Career

Security wages t t/Work Prospects
Culture
Red Fox 4 5 1 3 2
Hotel
Holiday-Inn

1
5
4

0 1 2 3 4 5 6

Job Security Salary & Wages Empowerment

Environment/Work Culture Career Prospects

69
According to this survey employees thinks that this organization is too good in terms of salary &
wages but they want some empowerment also with these extra ordinary wasges.
Would you like your organization to introduce some new procedures so as to make staff more motivated
towards job?

Hotel Yes No

Red Fox Hotel 20 17

20.5
20 Yes
20 No
19.5

19

18.5

18

17.5
17
17

16.5

16

15.5
Holiday-Inn

17 out of 37 employees do not want to give there suggestions to the organization.

But rest 20 employees are always open to suggest to the organization for any procedure
which could be better for the organization.

70
Do you think that motivation leads to productivity?

Hotel Yes No

Red Fox Hotel 36 1

40 Yes
36 No
35

30

25

20

15

10

5 1

Entire0staff thinks that motivation leads to the productivity.

Holiday-Inn

71
 ANALYSIS FOR MANAGERS

SAMPLE SIZE

Total number of Managers contacted: 13

Total number of Employees contacted: 37

Managers
26%

Employees
74%

In this data only 26% staff is working on managerial level and rest 74% employees are those,
whom working on non managerial level.

72
How many years have you been associated with the organization?

Hotel 1-4 Years 5-10 Years 10 years and

above

Red Fox Hotel 11 2 0

12
11

10

4
2
2
0
0
Holiday-Inn

1-4 Years 5-10 Years 10 years and above

11 out of 13 Managers are associated with this organization for last 1 to 4 years. Rest 2 are
working with this organization for last 5-10 years.

73
Are you satisfied with your present job profile?

Hotel Yes No

Red Fox Hotel 13 0

14 13
Yes
12 No

10

2
0
0
Holiday-Inn

All 13 Managers were satisfied with there job.

74
Do you believe that if you are able to manage people better, your performance at work will improve?

Hotel Yes No

Red Fox Hotel 11 2

12 11
Yes
No
10

4
2
2

0
Holiday-Inn

11 out of 13 thins that if you are able to manage people better, your performance at work will
improve

Your performance fluctuates under different bosses. If a boss manages you and your colleagues
well, you have much more motivated workers and the quality and quantity of your work improves.

Hotel Yes No

75
 Red Fox Hotel 12 1

12
12
Yes
10 No

2 1

0
Holiday-Inn

Almost every manager of this organization believes that Your performance fluctuates
under different bosses. If a boss manages you and your colleagues well, you have much more
motivated workers and the quality and quantity of your work improves

76
 Motivation comes from within an individual. No amount of HR practices can influence
motivation levels of employees.

Hotel Yes No

Red Fox Hotel 4 9

9
9 Yes
8 No

7
6
5 4

4
3
2
1
0
Holiday-Inn

4 out 13 believe that Motivation comes from within an individual. No amount of HR practices can
influence motivation levels of employees
Rest 9 do not think the same.

Please rank the motivation factors as to how they motivate you to perform well (on a scale
of 1 to 6) for the following: 6 Highly Motivating 1 least Motivating

77
Most of the managers think that job security & career prospects are the best motivation to there
employees and according to the managers empowerment is the factor, which affects the
motivation less.

78
Would you like your organization to introduce some new procedures so as to make staff more motivated
towards job?

Hotel Yes No

Red Fox Hotel 12 1

12
12 Yes
No
10

2 1

0
Holiday-Inn

Almost every manager like there organization to introduce some new procedures so as to make
staff more motivated towards job

79
Do you think that motivation leads to productivity?

Hotel Yes No

Red Fox Hotel 13 0

13
14 Yes
No
12

10

2
0
0
Holiday-Inn

All 13 managers believes that motivation leads the productivity.

80
Finding & Conclusions

FINDINGS
1. Most of the employees have answered in positive way. Basically survey is conducted among 50
employees of the hotel. There are 13 managers and rests of 37 are staff.

2. There is average time in minutes, which shows optimum time limit is given to each individual
according to the requirement.

3. According to the survey report we can see that most of the managers are satisfied with their job
because they are much motivated by their personnel department. They are fully satisfied
employees of that organization.

4. Basically a manager wants career prospects in that working organization. Then the most highly
motivating factor is the career prospective and very least motivating factor is the salary package
in that organization.

5. In hotel Red Fox Hotel most of the employees belong to the 20-30 years old stage.

6. In hotel Red Fox Hotel most of the employees are working from 1-4 years.

7. In hotel Red Fox Hotel there are many welfare activities are placed for increasing the
motivational factor among the employees. Such as:

 Employee of the month: In this activity a certificate is issued to the best employee of the month
with 500 rupees also.

 Washing facilities: under this activity there are some bathrooms with well maintained, are
provided to the employees.

81
 Facility of storing and drying clothes: Locker facility is also available in the hotel for
employees:
100 lockers------- for gents (Staff)
6 lockers------- for ladies (Staff)
18 lockers-------- for managers

 Sitting facilities: For the purpose of sitting there are many fans, chairs, benches, Lights,
ventilation etc.

 Proper canteen facility: There is very big and beautiful canteen for employees.

 Lunch room: There is no discrimination between the workers and managers lunch taking place.
There are 60 chairs, 6 fans, and 8 lights with 2 exhausts in the lunchroom.

8. In hotel there are various motivational schemes for employees such as:

 Conducting games among employees: This year in the month of April Red Fox Hotel is going to
organize a cricket game among employees.

 Staff-day: A special type of celebration is place for celebrating the day of establishment in the
hotel.

 Employee of the year: This is another type of motivational scheme, a certificate is issued to the
employee of that year with cash award is also there.

 Games for children: There is another room for children’s games.

 On special occasions there is a distribution of sweets among employees from the side of
employer personally.

82
 Incentive schemes: Every year a bonus is provided to each employee of the organization but a
service charge is placed about Rs 50 from each employee and end of the month this charge is
wholly given to each employee in the form of bonus of Rs 1000.The minimum limit of bonus is
8.33% and the maximum limit that has already given to each employee in this year at the rate of
20%.

9. Organization is mainly focusing on the non-monetary benefits.

10. According to the report of Human Resource department employee satisfaction is completely
reside over there among each employee, in short term I also found this truth part of the
organization.

83
 CONCLUSION

The stated objective has been fulfilled during the research work, which is the evaluation of
monetary & non-monetary satisfaction, loyalty & overall satisfaction with working climate &
conditions, both physical & emotional. There is motivation level for self & collogues which is extend of
engagement & involvement with the company.

Now the hotel industry has realized the necessity of motivation of employees as an integral
function in Hotel. Now they have realized that professional orientation is very much required for its
viability. Profitability & sustainability with the advent of hotels are becoming professional oriented.

At present the human resource sector is booming all over the world, in U.S, it is already the
largest private sector, & world wide it is stated too. A World Bank report points out at the emergence of
large-scale investor owned hotels as a dramatic development in India. The Hotels will play a positive
role in Tourism sector by providing good service to foreigners & visitors.

Hence motivational factor to employees as well as to managers is more productive for manager
as well as for employee’s task & activities, less stressful & more rewarding. On the contrary benefits of
motivational factor in organization is that it enhances the productivity of the organization. Analyzing the
requirement of motivational factor is very important for identifying the different needs of the
employees.

84
 SUGGESTIONS

 Parameter like cost efficiency or cost control should be used to determine the efficiency of the
department as a whole.
 Targets to be achieved on a specified date should be done away with the productivity of the
employees; he cannot be justified if he completes his work one after the target date set?
 Motivational techniques should be separate for each department keeping in view the specific
departmental characteristics unique to that particular department e.g. the motivational technique
aim at testing the primary & secondary needs of the worker in the accounts department, which is
not a necessary attribute to perform effectively as it is for the HRD or marketing department
also.
 There should be separate motivational techniques for the different levels or the weight age of the
different parameters should differ in each level.

85
 LIMITATIONS OF THE STUDY

At the time of doing this research there were some limitations & hurdles as following -

1. LACK OF TIME :-
Hotel Industry is a very big and Indian Hotels are big giant so for complete study of this Industry
& Brand, Some more time could give some more value additions.

2. RESISTANCE FROM HOTEL EMPLOYEES :-

Even though hotel employees were very co-operative but due to their hectic schedules and busy
work hours some times they were not so co-operative

3. DATA COLLECTION :-
Data collection from the various departments is always a tough task. There were a lot of
departments, and data collection & filling questionnaire with in there busy schedule was quit
tough.

4. SECURITY MEASURES IN HOTEL PREMISES :-

Indian Hotels are the biggest hotel chain in India. They are very conscious about the security of
their guests. These security measures were the major resistance.

86
BIBILIOGRAPHY
 Prasad L.M., Principles and Practice of Management

 John Roberts, Human Resource Practice in Hospitality Industry; Hodderand Stoughton. (1995)

 Boella M.J., Human Resource Management in the Hospitality Industry Sixth Edition Great:
Stanley Thomas Publishers Ltd. (1996)

 Aswathapa K., Human Resource Management.

Publications:

 Food Service Management, They pay Bonus…. Does it work? September 1995 p 15.

 Hospitality, HR People- who needs them? October/November 1996.

 The Hindustan Times, It pays to be kind to the Wrokers, Dec. 19,. 2002, pg. 10.

Websites:

o www.hrmanagement.com
o www.hotelindustry.com
o www.google .com

87
 QUESTIONNAIRE FOR EMPLOYEES
Dear respondents,
Myself VIVEK students of Vidya School of Business , Meerut is conducting a survey on
“Whether workers are productive workers in Hotel Red Fox Hotel” for the fulfillment of M.B.A
course.

NAME:

ORGANISATION:

DESIGNATION:

DEPARTMENT:

1. Your Age [please mark whichever applicable]

20-30 
31-40 
41-50 
51-58 

2. How many years have you been associated with the organization?
1-4 years 
5-10 years 
10 years & more 

3. Are you satisfied with your present job profile?

Yes  No. 

If no than please specify:

88
4. List two welfare activities carried out by your Hotel

(a) ______________________________________________________

(b) ______________________________________________________

5.List two schemes at your hotel aimed at motivating employees.

(a) ______________________________________________________

(b) ______________________________________________________

6. Does your company appreciate your work?

Yes  No. 

7. Does the company provide you incentives?

Yes  No. 

8. Please rank the motivation factors as to how they motivate you to perform well (on a scale of 1 to 5)
for the following: 5 means Highly Motivating 1 means least Motivating.
 Job Security
 Salary & wages
 Empowerment
 Environment/Work Culture
 Career Prospects
 Any other________________

89
9. Would you like your organization to introduce some new procedures so as to make staff more
motivated towards job?

Yes  No. 

If yes then please specify:

_______________________________________

QUESTIONNAIRE FOR MANAGERS

Dear respondents,
Myself VIVEK student of BHARAT INSTITUTE OF TECHNOLOGY , Meerut is
conducting a survey on “Whether workers are productive workers in Hotel Red Fox Hotel” for
the fulfillment of M.B.A course.

NAME:

COMPANY:

DESIGNATION:

DEPARTMENT:

1. How many years have you been associated with the organization?
1-4 years 
5-10 years 
10 years & more 

90
2. Are you satisfied with your present job profile?
Yes  No. 

If no than please specify:

3. Do you believe that if you are able to manage people better, your performance at work will improve?

Yes  No 

4. Your performance fluctuates under different bosses. If a boss manages you and your colleagues well,
you have much more motivated workers and the quality and quantity of your work improves.

Yes  No 

5. Motivation comes from within an individual. No amount of HR practices can influence motivation
levels of employees.

Yes  No 
6. Please rank the motivation factors as to how they motivate you to perform well (on a scale of 1 to 6)
for the following: 6 Highly Motivating 1 least Motivating

 Job Security
 Salary & wages
 Empowerment
 Job Appreciation
 Environment/Work Culture
 Career Prospects
 Any other________________

91
7. Would you like your organization to introduce some new procedures so as to make staff more
motivated towards job?

Yes  No. 

If no than please specify:

_______________________________________

8. Do you think that motivation leads to productivity?

Yes  No. 

Please comment

(Thanks for your co-orperation)

92