GRP 2 map report project for college project PDF

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IN - SAGAR

DARSHAN HOTEL, SOMNATH

MULTIDISCIPLINARY ACTION PROJECT REPORT ON THE STUDY ON IMPACT OF COVID-19

MULTIDISCIPLINARY ACTION PROJECT REPORT on The study on Impact of COVID-19

At SAGAR DARSHAN HOTEL Submitted to Institute Code: 817 Institute Name: SHRI NARANDAS JETHALA SONECHA MANAGEMENT AND TECHNICAL INSTITUTE Under the Guidance of Mr.PRADIP MEHTA HOD (MBA) In partial Fulfilment of the Requirement of the award of the degree of Master of Business Administration (MBA) Offered By Gujarat Technological University, Ahmadabad Prepared by ChavdaTeju Dave Sanhita KhorabaHeena Parmar Manisha Solanki Hitesh

Enrollment no. 198170592002 198170592004 198170592012 198170592020 198170592031

MBA (Semester – III) Month & Year: NOVEMBER 2020

DECLARATION

We hereby declare that the Multidisciplinary Action Project titled “ The study on Impact of COVID19” under taken at SagarDarshanHotel’s a result of our own work and our indebtedness to other works, publication, reference, if any, have been duly acknowledged. If we are found guilty of copyingfrom any other report or published information and showing as our original work, or extending plagiarism limit, we understand that we shall be liable and publishable by University, which may include being declare fail in MAP examination or any other punishment which the university may decide.

Enrollment no. 198170592002 198170592004 198170592012 198170592020 198170592031

Place :Date:-

Name ChavdaTeju Dave Sanhita KhorabaHeena Parmar Manisha Solanki Hitesh

Signature

COMPANY CERTIFICATE

Plagiarism report

Institute certificate

ACKNOWLEDGMENT First of all, we are very much thankful to GTU for implementingMultidisciplinary Action Project(MAP)as an integral part of the academic curriculum of MBA. Secondly we are thankful to our institute, NarandasJethalalSonecha Management and Technical Institute, to helped us in getting permission easily. We are thankful to Mr. Kantibhaiwho provided us necessary information and helped us to complete our MAP easily. We are also grateful to our guide Mr.Pradip Mehta who helped us when we are in trouble as well as provided us necessary guidance and helped us in completing our MAP report. We are also grateful to each and every faculty who helped in completing our MAP report. Lastly, we want to thank each and every person who helped us in completing our report without fail.

EXECUTIVE SUMMARY As a part of MBA, students have to appear in the multi-disciplinary action report, in which student have to select a organisation/ NGO/Hotel/School/company for undertaking their project. MAP is all about solving the problems which organisation faces as well as the opportunity they have. In MAP project, students have to first select the organisation and then appropriate topic for working on it. In three phases they try to give possible solutions to the respective organisation, which will indirectly beneficial for the organisation in future. So, here we opt for SagarDarshan Hotel for our MAP work. In our small visit to hotel, they showed their business to us as well as provide information which is necessary for our work. Mr. KantibhaiGadhiya, supervisor of hotel, provides information as well as made us aware about the work undertaken after unlock. In this MAP report, the first part is about the basic introduction of the organisation as well as introduction of the hotel, services provided by them and different rooms available for guests. MAP, consists of 3 phase. 1. Diagonal phase: - In this phase we indentify the problems as well as opportunity available to them. We found that guests are not ready to visit the hotel due to covid, guests don’t like to fill the form, rooms services are not as per the expectations and many more problems we had mentioned. Not only problems we also found some opportunities that hotel have which can help to increase customers as well as can generate revenue to the hotel. 2. Design and analysis phase: - This phase discuss about the methods adapted for collecting the data as well as the source of data. We used both type of data i.e. primary data and secondary data in our report. We used observation method as well as discussion method for collecting the primary data. We also took some related information from different sites using Google search engine. While we also used book of tourism and hospitality management for our project report. 3. Implementation phase: - In this phase, we try to implement the possible solution which will be beneficial for the organisation. We had given some suggestions to start some of the services in the hotel and also for the opportunity they have to attract more number of customers to restaurant. We also used some social media platform to make guests feel safe to visit the hotel. Lastly, we also recommend some future services

TABLE OF CONTENT Sr. No.

Particulars

1.

Industry overview Hotel Industry

2.

Hotel overview Introduction of Hotel Hotel profile Services provided Rooms available Working after covid-19 unlock

3.

Diagnosis Phase Problems Opportunities Objective of study Project schedules

4.

Design and Analysis Phase Methodology adopted for data collection Tools for data collection Data analysis and findings

5.

Implementation Phase Identifying alternative courses of action

Page nos.

Determining possible solution to be proposed Methodology adopted for solution implementation Project outputs Tangible and intangible benefits delivered to the organisation Future recommendation 6.

References

7.

Annexure and appendix

INDUSTRY OVERVIEW

1. INDUSTRY OVERVIEW

In past, when people travel from one place to another on foot and by riding animals at day time people travel and return back home before night. As time changes they use to stay at their destination at night rather to come home back. This is were the concept of 'inns' originated. The term “inns” came to be known as “lodging hotel” which was replaced in 1956 as “Hotel”. Hotel Industry is a part of travel and tourism industry. Today, hotel industry is both profits making as well as non profit making. For example, A commercial hotel are profit making while religious catering such as bhandaras andlangars, religious hotels (Dharamshala) are non profit making. Hotel provides services which you need which means need orientated service as well as the services vary with needs. As per Common Law, Hotel is a place where all who conduct themselves properly and who being able to pay and ready to pay for their entertainment, are received, if there be accommodation for them, and who without any stipulated engagement as to the duration of their stay or as the rate of compensation, are while there, supplied at a reasonable cost with their meals, lodging and other services and attention as are necessarily incident to the use as a temporary home.” In 1760, the term “Hotel” was used in England. As per British law, a hotel, is a place where traveller can receive food,shelter and needed services in exchange of payment as well as the traveller should be in fit condition to receive the services. Hotel service is generally based on three fundamental necessities of life i.e. lodging, food and protection to baggage. In addition, Modern Hotel also provides luxuries to modern urban city living visitors under one roof . There are hotels with different stars and these stars are assigned as per the services and facilities provided. Mostly In India, there are 3 star and 4 star hotel where as 5 star hotel are less in number as well as 7 star hotel is rare.

Definition:Hotel may be defined as an establishment who provide lodging facilities for each one of them who needs it as well as furnishes one or more following services:     

Housekeeping services Food and beverage services Bell and door attended service Laundry and dry cleaning services Concierge service and Use of furniture and fixtures [ CITATION raj20 \l 1033 ]

HOTEL OVERVIEW (SAGAR DARSHAN HOTEL)

INTRODUCTION TO HOTEL  Introduction to hotel

SmtKokilabenDhirubhaiAmbaniSagarDarshanDham is commonly known as SagarDarshan, which is situated in Somanth. The Hotel is 2km away from the somnath railway station and 8 minutes walk from Somanth temple. Its is situated in front of Arabian Sea. There are total 69 rooms available in hotel. SagarDarshan is managed by the Somanth Trust. All the events and programs of SagarDarshan Hotel are planned by Somanth Trust. Nearest railway station is 2km away and nearest bus station is 1 km away as well as nearest airport is in Diu which is 85 km away. Guests can take advantage of the services which is provided as well as ask on services. SagarDarshan Hotel is a 3 star hotel, which has separate dining hall for the locals as well as for the guests. Rooms are facing the Sea, one can get joy of enjoying watching sea at room only. The 2 floor building has 69roomsallwith air conditioner.Room also contain balcony facing Somnath temple. Hotel also provides round the clock front desk assistance. Hotel also provides free high speed wifi connectivity to their guests. In covid situation, the hotel only gives room who books online, if no online booking is done then hotel is not providing rooms. Everything is done on line. Payment of the hotel rent is also done online throw cards as well as throws different payment applications.

 HOTEL PROFILE Name

SagarDarshan Hotel

Address

License no.

Near Somnathmandir, At.: Prabhaspatan, Ta. Veraval Dist. Girsomnath, Gujarat- 362268 10718045000029

Proprietor

MilanbhaiHimmatlal Joshi

Run by

Somanth Trust

Website

somnath.org

Email

[email protected]

Phone no.

094282 14914

Contact person

Mr. Aniruddh Dave

Sector

Tourism and hospitality

Kind of business

Retail

Total rooms

69

General Manager

Mr. VijaysinhChavda

Supervisor

Mr. Kantibhaigadhiya Mr. DilipJadeja

Total Dining hall sitting

64

Total hotel staff

69

Total restaurant staff

40

 SERVICE PROVIDED The services provided by the SagarDarshan Hotel are as follows:       

Complimentary breakfast Laundry service Free wifi connectivity Doctor on call Taxi on call 24×7 room service Wake up service Dry cleaning service

 ROOMS AVAILABLE Rooms available for the guests are as follows:DELUX ROOM

There are total 49 delux room in hotel. Delux room contain a king size bed with a/c, two blankets, sofa chairs as well as small dining table and chairs, LED TV, toiletries kit, etc. In price of 2520 Rs.(2250 Rs + 12% GST).

SUITE ROOM

There are 5 suit room in hotel. A suit room contain 2 rooms one will a sofa set, a/c, small dining table with chair, LED TV and other room has king size bed with two blankets, a/c, sofa chairs, tea and coffee maker, toiletries kit etc. Both the room have a sea facing balcony. The price of Suit room is approximately 5020 Rs.(4480 Rs + 12% GST).

PREMIUM ROOM

There are total 15 Premium room available in hotel. The premium room contains king size bed with 2 blankets, small dining table with chair, sofa chairs, LED TV, A/C, sea facing balcony, toiletries kit and many more. The price of the premium room is Rs 3360 (3000 Rs+12% GST)

DINING HALL

 WORKING AFTER COVID-19 UNLOCK  After unlock in 1st June 2020, there came the guidelines regarding opening the hotels as well as restaurants.  Guidelines regarding training of covid-19 regarding the safety to staff  As per the guidelines, following facilities have been implemented:1. Thermal screening ofstaff as well as guest regularly, 2. Sanitization of luggage of guests. 3. Sanitization of guests entered. 4. Filling of self declaration form. 5. After sanitization of guests room are allotted after 10 minutes of sanitization. 6. No staffs are allowed to enter the room allotted to guest after guest enters the room. 7. No rooms are allotted in a series. The room allotment is in odd/even basis. Like room number 1 is allotted then number number 2 will be kept empty and 3 will be allotted to the respective guests. 8. After checkout of guest, whole room is sanitized and after 72 hours rooms are again given for allotment, before that room are kept empty. 9. Staffs are strictly instructed to wear PPE kit everyday while going in front of guests. 10. Lifts are also sanitized but only worked by the persons who are aged or handicapped. 11. 50% rooms are allotted after unlock. 12. PPE kit is one time useable so it is expensive. It costs 800 Rs.for one kit which is really expansive as 40 staffs are working. 13. Guests are given mineral water with sanitized jug and glass mopping. 14. Dining hall is in use with following the guidelines of social guidelines with 50% of working. 15. Use and throw plates as well as glass have been given. 16. Lifts have also a special guidelines when guests use. 17. Only online booking is alloweded in covid situation. 18. Hotel is cleaned 3 time in a day.

DIAGNOSIS PHASE

 DIAGNOSIS PHASE The Multidisciplinary Action Project report is divided into three phases. 1. Diagnosis phase 2. Design and analysis phase 3. Implementation Phase Diagnosis phase is the first phase of multidisciplinary action project. Researcher is trying to identify the problems faced by a particular company or a organization as well as opportunities available for the betterment of the organization or a company. Every research starts with a problem. Problem is a positive assumption made by a researcher for conducting a research project or solving problem which will indirectly help the particular organization or company to solve the problem and move ahead for up-gradation in their company. The covid-19 outbreak brought the world to a standstill, and the hospitality sector is one of the hardest hit economic sectors, mainly due to travel restrictions. The tourism sector may take longer than teo years to recover from this covid19 impact. If proper budgetary measures are available then hospitality sector will recover in short time. As part of MAP, the first thing we have to conduct is to identify problems as well as opportunities our selectee organization SagarDarshan Hotel has. Mainly we are trying to solve problems related to operation of hotel in COVID-19..

The problems faced by SagarDarshan are as follows:1. Trust of guests (security) 2. 3. 4. 5.

Self declaration form Room service is not as per guest’s expectations due to less staff Lack of employee engagement Lack use of social media

Opportunities SagarDarshanhaswhich can be helpful during Covid as well as can be useful after covid are as follows:1. Digitalmenu 2. Home delivery service 3. Continental food

 ANALYSING PROBLEM/OPPORTUNITY 1. Trust of guests For a hotel, trust of guest is most important aspect. No guest will visit any hotel/ restaurant without trust and faith in the respective hotel, no one may visit. In Covid situation, the trust of customers matter. Before checking in, guest thinks about the safety. They think Is the place is properly sanitized or not? Will this place provide proper sanitized room or not? Will this place be safe to stay? Will this hotel's staffs are properly aware about thecovid guidelines and have proper training or not? So as per the hotel’s perspectives trust of guest is most important aspect to run a hotel smoothly. The government of India has also launched the application called 'Aarogya Setu' which gives indication about the corona positive individual present around.

2. Self declaration form For staying in a hotel, guest has to fill self declaration form. The government provided self declaration form is too lengthy that sometimes guest needs more time to fill the form. Without filling the form, guests are not allowed to enter into their allotted room. So as the more guest will be checking in then, problem arises more guest will be in waiting area filling that form. The government provided form asks for unnecessary detail which is not really necessary for checking in. While some may not be able to understandEnglish.

This is a self declaration form provided by the government which is asking for unnecessary detail.

3. Room service are not as per the guests’ expectation due to less staff Room service or in room dining is a hotel service enabling guests to choose items of food and drink for delivery to their hotel room for consumption. Room service is organised as a sub division within the food and beverage department of high end hotel and resort properties. Room service is another important characteristic for operating a restaurant or hotel effectively. Room service makes a guest more comfortable in staying. Due to covid, currently, for the SagarDarshan hotel, giving room service to their guest is not possible. Due to less staff in operation, giving room service is not possible which will arise problem for hotel.

4. Lack of employee engagement Employee engagement means employees are enjoying at their work place and completing work with positive attitude. Employee engagement can make organization more successful as the employees are most important factor of the organization. Likewise, staff of hotel and restaurant is the backbone of the hotel and restaurant. But what if the staffs complete work without having fun? Without any interest? We found that employees are little lazy in working and they are not enjoying their work. Due to laziness, the delivery of food to the respective table delays. Sometimes, due to little delay guests became unsatisfied.

5. Lack use of social media In a economical industry, for hotel and resort social media is a great platform to be updated as well as to let other people know about the hotel. Being present online represents the first step is order for a hotel to be successful it has to be noticed by consumers. Social media channels provide a unique opportunity to contact the interested groups in the field because those consumers already chose to follow your brand. As social media provides many platform likes Instagram, Facebook, WhatsApp, twitter any more.   



Instagram application is mainly used to share photos and videos. Even can create as many as friends as you want. Facebook is considered as most valuable company. Facebook offers other products and services beyond its social networking platform, including Facebook Messenger, Facebook Watch, and Facebook Portal. WhatsApp an American freeware, cross-platform messaging and Voice over IP (VoIP) service owned by Facebook, Inc. It allows users to send text messages and voice messages, make voice and video calls, and share mages, documents, user locations, and other media. Twitter provides a service on which users post and interact with messages known as "tweets"

While discussing on a social media we came to know that hotel has a page on Facebook but they are not using it. They are not updating anything in that particular page. It is very important to be visible and present, but the most important is to keep generating activity in the form of posting, tweets, add/share videos and photos submission.

 OPPORTUNITY 1. Digital menu Menu describes the list of commodity or food items which a restaurant is having for their guests to serves. In this covid situation, every people avoid to touch the things which can transfer the virus. Menu which are placed on table are touched by many guests. So the physical menu can be conver...