CUSTOMER PERCEPTION OF

BANQUET FACILITIES AND

EFFECTIVENESS OF S.O.P’S
Differentiation..... The new mantra!!!!

 Taj
 Vivanta 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
 Levelof agreement
2%
7%
12%
Disagree
DisagreeSomewhat
Neutral
 Scope for
36%
29%
Agreesomewhat improvement
Agree
Strongly Agree

14%
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