SWOT analysis on Motel Araam Athirapally

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CHAPTER 1
EXECUTIVE SUMMARY

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1. Introduction
Tourism is travel for recreational, leisure, or business purposes. The World
Tourism Organization defines tourists as people "traveling to and staying in
places outside their usual environment for not more than one consecutive year for
leisure, business and other purposes”. The World Tourism Organization defines
tourism as “traveling to and staying in places outside their usual environment for
not more than one consecutive year for leisure, business and other purposes”.
Tourism is travel for recreational, leisure or business purposes. Tourism has
become a popular global leisure activity. (Source: media.unwto.org)
Kerala is one of the most popular tourist destinations in the country. Kerala‟s
unique culture and traditions, coupled with its varied demography, has made it one
of the most popular tourist destinations in the world. Growing at a rate of 13.31%,
the tourism industry is a major contributor to the state's economy. Until the late
1980s, Kerala was an unexplored destination with very few tourist arrivals. Kerala
Tourism Development Corporation (KTDC), a government agency has taken the
initiative and has contributed in the growth of tourism as an industry in the state.In
2010, the Foreign Tourist Arrivals in Kerala was 0.66 million. Kerala is popular
for her beaches, backwaters, mountain ranges and wildlife sanctuaries. The state's
tourism agenda promotes ecologically sustained tourism, which focuses on the
local culture, wilderness adventures, volunteering and personal growth of the local
population. The city of Kochi ranks first in the total number of international and
domestic tourists in Kerala.
2. Need and Significance of the Study
KTDC plays a major function in the hospitality sector. KTDC is providing
quality services in accommodation, food & beverages etc. Various units is
establish in different parts of Kerala. Various units include hotels, motels, resorts.
Out of these KTDC Motel, motel Araam is one of the important motel located in
the heart of Athirapally. The Motel offers services like food & beverages,
accommodation facilities etc to the customers. Motel Araam is one of the
important motels in this area. There is a need for examining the SWOT of this

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particular motel with the aim of future development in terms of facilities, services
and business development.
3. Objectives
1. To prepare Profile of the K.T.D.C Unit
2. To examine Strength, Weakness, Opportunity and threat of the study
unit
3. To make suggestions for the improvement of the unit.
4. K.T.D.C- An Overview
KTDC Hotels and Resorts Limited (KTDC) was incorporated on 29
December 1965 as a private limited company under the provisions of the
Companies Act, 1956. The Registered/Corporate Office of the corporation is
situated at Mascot Square, Thiruvanathapuram. The initial name of the company
was Kerala Tourist and Handicrafts Corporation Private Limited. The name was
changed as Kerala Tourism Development Corporation Limited from 15 July 1970
and later as KTDC Hotels and Resorts Limited from 07 October 2010. KTDC has
been playing a key role in the development of infrastructure facilities required by
the rapidly growing tourist traffic into the State of Kerala and has been the prim e
mover in the progressive development, promotion and expansion of tourism in
the State. Apart from developing the largest hotel chain in Kerala, KTDC offers
tourism related facilities like conducted tours, boating, tourist reception centers,
centralized/online reservations, conventional services, customized tour packages
etc. The authorized share capital of the corporation is 85 crore and the paid up
capital as on 31-03-2011 was 75.70 crore. The entire paid up capital of the
corporation is held in the name of Governor of Kerala. Working on the
philosophy of public sector, KTDC succeeded in achieving its objectives by
promoting the largest hotel chain in the State and providing all tourist services.
5. Study Area
Motel Araam Athirpally is located Close to the magnificent waterfalls of
Kerala, this motel provides facilities to visit the nearby Athirapally waterfalls and

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Vazhachal cascades. Established in 5-May-2000. Motel is located near to the
Athirapally water fall, just 1km from motel.
6. Methodology
The Study is based on the research methods and techniques like Survey and
Questionnaire are used to collect data. Here the questionnaire comprises of
structured Questionnaire included both Open ended and Close ended questions.
6.1. Primary Data
In order to fulfill the objectives, the present study is based on primary data.
For collecting the primary data a structured questionnaire was prepared with the
discussion of experts and based on the questionnaire, a personal interview was
conducted with the Manager of the Motel Araam, Athirapally. The Manager was
asked to provide the details and accordingly the data collected has been analyzed
and interpreted. Questionnaire was used among employees working in the motel.
In addition to this, an interaction was also made with the employees and their
suggestions are also taken into the account. The data collected are tabulated and
interpreted by using percentage method. Diagrams are also used in the
appropriate areas. For preparing SWOT analysis, the Manager surveyed was
asked to provide rating on different attributes based on five point scale (Excellent,
Good, Average, Poor and Very Poor). The opinion on excellent and good are
considered as Strength, the average is considered as Opportunities, Poor is taken
as weakness while very poor is taken as threat.
6.2. Secondary Data
Apart from the primary data, the present study is relying on the secondary
data also which have been collected for preparing literature review and the profile
of the KTDC units. The major sources of secondary data are Broachers and
Websites, printed materials.
7. Limitations
 Time is the major constraint in this particular survey.
 The information required preparing this study has collected from the
manager due to the time limit of the study.

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8. Chapterisation
The present study is designed into five chapters. The first Chapter is all
about Tourism and the Objectives and the methodology of the study. Second
chapter is all about the review of literature, introduction to hospitality and
Hospitality. The third chapter comprises of K.T.D.C profile. The fourth Chapter
dealing with the Data analysis of Motel Araam, KTDC, and the profile of SWOT
analysis and SWOT analysis of motel. The last chapter concludes with findings
and suggestions.

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CHAPTER 2
REVIEW OF LITERATURE

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1. Introduction To Hospitality Industry
The hospitality industry is a broad category of fields within the service
industry that includes lodging, restaurants, event planning, theme parks,
transportation, cruise line, and additional fields within the tourism industry. The
hospitality industry is a several billion dollar industry that mostly depends on the
availability of leisure time and disposable income. A hospitality unit such as a
restaurant, hotel, or even an amusement park consists of multiple groups such as
facility maintenance, direct operations (servers, housekeepers, porters, kitchen
workers, bartenders, etc.), management, marketing, and human resources, club
together to serve people Usage rate is an important variable for the hospitality
industry.
The new age hospitality sector is undergoing rapid transformation, with
several big hotel groups investing in new properties across the globe. Among other
things, hospitality industry players find advantage in old classics (location), initial and
ongoing investment support in the infrastructure and particular strategies adopted by
the marketing arm of the organization in question. Within the hospitality sector,
technology has invaded fast into the forefront of customer service, resulting in
increased expectations of visitors, for even more personalized service. The feeling
that employees will offer personalized knowledge for each guest by knowing a certain
level of personal information of guests is more often required in today's hospitality
sector. Technology will not only increase the productivity of employees, but helps
deliver personalized and secure service to valued guests. In this, easy access to
needed documents is a key factor. Software Solutions provides the Hospitality sector
with high-quality solutions and services that in many cases set the standards for the
industry. Travelling for business or pleasure isn't what it used to be. In order to
develop and maintain brand loyalty while streamlining operations in an increasingly
competitive global market, airports, air carriers and hoteliers have been challenged to

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transform their business processes and integrate new forms of customer-facing
technology.
With today's fast moving technology and over busy people the software saves
considerable amount of time. Earlier when you used to visit a restaurant you were
booking a table and it was attended by a waiter physically to cater to your order. Then
the order was physically carried to the kitchen and brought back to your table. With
the software you use a wireless system and control the guest at a remote location
thereby reducing the movement of the waiter, quickening the passing of order to the
kitchen and speeding the service of the order in the table.
(Source: www.hospitality-industry.com)
2. Tourism And Hospitality
The concept of tourism refers to the broad framework that identifies tourism‟s
essential characteristics and distinguishes tourism from similar, often related but
different phenomena.
The two terms „travel‟ and „tourism‟ can be used in isolation or together to
describe three concepts:
1. The movement of people
2. A sector of the economy or an industry
3. A broad system of interacting relationships of people, their needs to
travel outside their communities and services that attempt to
respond to these needs by supplying products.
The hospitality industry includes hotels and restaurants, as well as many other
types of organizations or institutions that offer food, drink, shelter and other related

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services. These products and services are offered not only to people away from home,
but also to local guests.
A manager in the hospitality industry, therefore, must keep in mind the
following three objectives:
1. Making the guests feel welcome personally
2. Making things work for the guests
3. Making sure that the operation will continue to provide service
and meet its budget.
Kerala is one of the most popular tourist destinations in the country. Kerala‟s
unique culture and traditions, coupled with its varied demography, has made it one of
the most popular tourist destinations in the world. Growing at a rate of 13.31%, the
tourism industry is a major contributor to the state's economy. Until the late 1980s,
Kerala was an unexplored destination with very few tourist arrivals. Kerala Tourism
Development Corporation (KTDC), a government agency has taken the initiative and
has contributed in the growth of tourism as an industry in the state.In 2010, the
Foreign Tourist Arrivals in Kerala was 0.66 million. Kerala is popular for her
beaches, backwaters, mountain ranges and wildlife sanctuaries. The state's tourism
agenda promotes ecologically sustained tourism, which focuses on the local culture,
wilderness adventures, volunteering and personal growth of the local population. The
city of Kochi ranks first in the total number of international and domestic tourists in
Kerala.Other popular attractions in the state include the beaches at Varkala, Cherai,
etc.; backwater tourism and lake resorts of Vembanad lake, Alapuzha, etc.; hill
stations and resorts at Munnar, Wayanad, Nelliampathi, Vagamon and Ponmudi; and
national parks and wildlife sanctuaries at Periyar and Eravikulam National Park. The
"backwaters" region—an extensive network of interlocking rivers, lakes, and canals
that centre on Alleppey, Kumarakom, and Punnamada. Heritage sites, such as
the Padmanabhapuram Palace, Hill Palace, Mattancherry Palace, etc are the famous
spots of attraction

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Major Attractions
Beaches :
The major attractive beaches of Kerala are the Kovalam Beach,
Varkala Beach, Alappuzha Beach, Nattika beach [Thrissur], Vadanappilly beach
[Thrissur], Cherai Beach, Kappad, Marari beach and Fort Kochi.
The Muzhappilangad Beach beach at Kannur is the only drive-in beach in India.
Backwaters :
The backwaters in Kerala are a chain of lakes lying parallel to
the Arabian Sea coast. Houseboat or Kettuvalam rides in the backwaters are a major
tourist attraction. Backwater tourism is centered mostly around Alappuzha,kollam
and Kumarakom. The backwaters were formed by the action of waves and shore
currents creating low barrier islands across the mouths of the many rivers flowing
down from the Western Ghats range.
Hill Stations :
Eastern Kerala consists of high mountains, gorges, and deep-cut
valleys. Majority of the land is covered in dense forests and other regions lie under tea
and coffee plantations or other forms of cultivation. Some of the popular hill stations
in the region are Munnar, Vagamon, Wayanad, Nelliyampathi,
Peermade and Ponmudi.
Wildlife :
Kerala consists of wet evergreen rainforests at lower elevations
and highlanddeciduous and semi-evergreen forests in the east, is subject to a humid
tropical climate. The eastern most districtshave the significant bio diverse tracts.
Kerala also hosts two of the world‟s Ramsar Convention-listed wetlands: Lake
Sasthamkotta and the Vembanad-Kol wetlands are noted as being wetlands of
international importance.

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Festivals :
The major festival in Kerala is Onam. Kerala has a number of religious festivals.
ThrissurPooram and ChettikulangaraBharani are the major temple festivals in Kerala.
The ThrissurPooram is conducted at the Vadakumnathan temple,
Thrissur. ParumalaPerunnal, Manarkadu Perunnal are the major festivals of
Christians. Muslims also have many important festivals.
Ayurveda :
Medical tourism, promoted by traditional systems of medicine
like Ayurveda and Siddha are widely popular in the state, and draws increasing
numbers of tourists. The government has introduced grading system which would
grade hospitals and clinics, thus helping tourists in selecting.
Culture :
Kerala's culture is mainly Dravidian in origin, deriving from a greater Tamil-
heritage region known as Tamilakam. The major performing arts are
koodiyattom, kathakali, mohiniaattam, thullal, padayani and theyyam. Many of the
artforms are largely played to tourists or at youth festivals, and are not as popular
among most ordinary Keralites.
3. Types of Accommodation
Accommodations can be classified into various categories because of the wide
range of room types and amenities. Various attempts have been made to establish a
globally uniform hotel classification system but, Accommodations and Hospitality,
the effort has faced many difficulties. Some of the obstacles to developing a uniform
classification system include variations in definitions, facilities, service standards,
management, and cultural influences on service which differ in every country.
3.1 Principle Accommodation Units
This system is one of the most commonly accepted and recognized system in
India. This also an official system of classification. In this system hotels are classified

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on the basis of facilities and service given to the guests. Based on the luxury services
hotels are awarded the star classification ranging from 1 to 5 star and deluxe.
 One Star(*)
The general construction of the building should be good and the locality and
environment including immediate approach should be suitable. The hotel should have
at least 10 lettable bedrooms with bathroom for every 4 of the remaining rooms. The
25% of the bathrooms should be in western style.
 Two Star(**)
The building should be well constructed and the locality and environment
including the approach should be suitable. For a good hotel the hotel should have 10
lettable rooms with western style bath fittings and every room should be Air
conditioned.
 Three Star(***)
The architectural style and its features and it should be in good standard and
the locality including the immediate approach and environment should be suitable for
a very good hotel and should have adequate parking facility for cars. The hotel should
offer good and quality Indian and Western cuisines and the food and beverage service
should be in good standard.
 Four Star(****)
The architectural style and its features and it should be in good standard and
the locality including the immediate approach and environment should be suitable for
a very good hotel and should have adequate parking facility for cars. The hotel should
provide Indian and international cuisines and food & beverage service must be in
good standard. There should be professionally qualified, highly trained and

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experienced, efficient t and courteous staff, The staffs must have good knowledge in
English and the knowledge in guests language also.
 Five Star(*****)
The architectural style and its features and it should be in good standard and
the locality including the immediate approach and environment should be suitable for
a very good hotel and should have adequate parking facility for cars. The hotel should
have 25 lettable rooms with attached bathrooms and must have most modern bath
fittings and sanitories. All rooms must be Air conditioned and well kept and arranged
and well equipped with superior quality carpets and luxurious furniture and fittings.
 Five Star Deluxe(*****Deluxe)
A hotel which have 5 star deluxe category has basically the same no of
features as a 5 star hotels but it superior in quality of service, amenities and facilities
to 5 star deluxe requirements. . All rooms must be Air conditioned and well kept and
arranged and well equipped with superior quality carpets and luxurious furniture and
fittings.
(Source: www.hotelassociationofindia.com)
3.2 Supplementary Accommodation
3.2.1 Motels
Motels are also called Motor Hotels or transit hotel and are located alongside
the highways. Motels are normally economical and they provide comfortable
bedrooms that motorists prefer to stay on their way for a night rest. Motels have
facilities of proper motor garage to service a car and a filling station to refill vehicles,
parking area for motor vehicles etc. They also have road maps, dormitory for drivers.
These days Motels also provide various indoor and outdoor facilities like Video
parlor, Billiards, Table tennis, Cyber café, Library etc.

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3.2.2 Home stays
Home stays is a form of tourism and/or study abroadprogram that allows the
visitor to rent a room from a local family to better learn the local lifestyle as well as
improve their language ability. While home stays can occur in any destination
worldwide, some countries do more to encourage home stays than others as a means
of developing their tourism industry. Hosting a home stays participant also allows the
local family to earn some additional, needed income. Having low profitability, as it is,
home stays cannot be regarded as strictly commercial activity, but more of cross
cultural exchange. Students generally arrange a home stays with their school or
educational institution, but can also informally arrange to stay with a family through
social connections, and through a variety of private agencies. There are a number of
online home stays agencies that connect students with hosts all over the world
(usually for a nominal fee).
3.2.3 Apartments
Apartment Residential hotels provide long-term or permanent accommodation
for Guest. Usually guest makes a lease agreement with the hotel for minimum of one
month up to a year. These lease agreements are renewed on a yearly basis. Guest
rooms generally include living room , bedroom, kitchen , private balcony , washing
machines , kitchen utensils etc. Residential hotel also provided
Housekeeping,laundry, telephone and in some hotels a restaurant and lounge etc will
be present on the premises.
(Source: www.hotelassociationofindia.com)
4. Tourism and Hospitality Industry In Kerala
Kerala - the God's Own Country in India is famous for its lush green forests,
swinging coconuts, palm fringed beaches, engaging backwaters and the Ayurveda
treatment resorts, all being unique to Kerala. The hotels in Kerala are the ideal place
to make your stay in Kerala and enjoy the ancient legacy of India as they are in close

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proxy to all the tourist destinations of Kerala. The hotels in Kerala are usually the
heritage hotels and luxury hotels, retaining the ambience of traditional Kerala houses.
On your travel vacations in Kerala, make your stay in the one of the most comfortable
deluxe hotels of Kerala. Besides, the traditional houseboat accommodations are also
equipped with lavish interiors, providing with all modern conveniences and comforts
to make your stay in Kerala a pleasant experience.
Kerala hotels also offer the facility of advance booking of accommodation in the
hotels, whether 5 star deluxe hotels or budget hotels. So, come and enjoy the luxury
and comfort at some of the best-known hotels of Kerala. The hospitality and services
of Kerala hotels will definitely bring you back to this coastal region of Kerala seems
to be one of the distinct places in Southern India for its extensive backwater channels
and river `tributaries. Tourism in Kerala flourishes on the banks of the backwaters
and this has given impetus to the hotel industry here. Most hotels in Kerala are
around the backwater locations and close to the beaches. This is because, tourists
tend to visit these places and stay over for more days. The popular backwater
destinations have exotic hotels and resorts that offer great views, surrounded by
absolute greenery, and pensiveness. Suiting your mood of solace and bliss, the hotels
of Kerala have exclusive facilities safeguarding your privacy. Honeymooners coming
to these locales prefer accommodation in deluxe hotels, houseboats, or the beach
villas. Houseboat stay would create loads of memories on your honeymoon. Just like
hotels on the land, they houseboat cabins feature luxurious decor, kitchen, dining,
and other amenities. They sail from Vembanand to Kumarakom, Kochi, and
Aleppey, along the backwater stretch. Houseboats being popular among foreign
visitors are an important source of livelihood for local men. Other kinds of hotels in
Kerala include boutique style, spa, home stays, budget hotels in city, and heritage
hotels developed from after the Travancore rule. Spa and Ayurveda forms an integral
part of the tired tourist's travel to Kerala. In addition, there are specific locations that
are tourist hot-spots amounting to number of hotels in all categories, with standard

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rates. Temple festivals, fairs, and exhibition bring in lot of people to Kerala every
year. Christmas in Kerala is another popular time to be here.
(Source:www.hotelassociationofindia.com)
5. SWOT Analysis
SWOT is a short form of Strengths, Weaknesses, Opportunities and Threats.
By definition, Strengths (S) and Weaknesses (W) are considered to be internal factors
over which we have some measure of control. Also, by definition, Opportunities (O)
and Threats (T) are considered to be external factors over which we have essentially
no control.
SWOT Analysis is the most useful tool for audit and analysis of the overall
strategic position of the business and its environment. Its key purpose is to identify
the strategies that will create a firm specific business model that will best align an
organization‟s resources and capabilities to the requirements of the environment in
which the firm operates. It views all positive and negative factors inside and outside
the firm that affect the success. A consistent study of the environment in which the
firm operates helps in forecasting and predicting the changing trends and also helps in
including them in the decision-making process of the organization. (Source:
www.managementstudyguide.com)
5.1 An Overview of the SWOT
 Strengths- Strengths are the qualities that enable us to accomplish the
organization‟s mission. These are the basis on which continued success can be
made and continued or sustained. Strengths can be either tangible or
intangible. Strengths are the beneficial aspects of the organization or the
capabilities of an organization, which includes human competencies, process
capabilities, financial resources, products and services, customer goodwill and
brand loyalty.

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 Weaknesses- Weaknesses are the qualities that prevent us from accomplishing
our mission and achieving our full potential. These weaknesses deteriorate
influences on the organizational success and growth. Weaknesses are the
factors which do not meet the standards we feel they should meet. Weaknesses
in an organization may be depreciating machinery, insufficient research and
development facilities, narrow product range, poor decision-making, etc.
Weaknesses are controllable. They must be minimized and eliminated.
 Opportunities- Opportunities are presented by the environment within which
our organization operates. These arise when an organization can take benefit
of conditions in its environment to plan and execute strategies that enable it to
become more profitable. Organizations can gain competitive advantage by
making use of opportunities. Organization should be careful and recognize the
opportunities and grasp them whenever they arise. Selecting the targets will
best serve the clients while getting desired results is a difficult task.
Opportunities may arise from market, competition, industry, government and
technology.
 Threats- Threats arise when conditions in external environment endanger the
reliability and profitability of the organization‟s business. They compound the
vulnerability when they relate to the weaknesses. Threats are uncontrollable.
When a threat comes, the stability and survival can be at stake.
SWOT Analysis is instrumental in strategy formulation and selection. It is a
strong tool, but it involves a great subjective element. It is best when used as a guide,
and not as a prescription. Successful businesses build on their strengths, correct their
weakness and protect against internal weaknesses and external threats. They also keep

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a watch on their overall business environment and recognize and exploit new
opportunities faster than its competitors.
5.2 Limitations of SWOT Analysis
SWOT Analysis is not free from its limitations. It may cause organizations to
view circumstances as very simple because of which the organizations might
overlook certain key strategic contact which may occur. Moreover, categorizing
aspects as strengths, weaknesses, opportunities and threats might be very subjective
as there is great degree of uncertainty in market. SWOT Analysis does stress upon the
significance of these four aspects, but it does not tell how an organization can.

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CHAPTER 3
K.T.D.C PROFILE

20. 20
KTDC Hotels and Resorts Limited (KTDC) was incorporated on 29 December
1965 as a private limited company under the provisions of the Companies Act, 1956.
The Registered/Corporate Office of the corporation is situated at Mascot Square,
Thiruvanathapuram. The initial name of the company was Kerala Tourist and
Handicrafts Corporation Private Limited. The name was changed as Kerala Tourism
Development Corporation Limited from 15 July 1970 and later as KTDC Hotels and
Resorts Limited from 07 October 2010. KTDC has been playing a key role in the
development of infrastructure facilities required by the rapidly growing tourist traffic
into the State of Kerala and has been the prim e mover in the progressive
development, promotion and expansion of tourism in the State. Apart from
developing the largest hotel chain in Kerala, KTDC offers tourism relate d facilities
like conducted tours, boating, tourist reception centers, centralized/online
reservations, conventional services, customized tour packages etc. The authorized
share capital of the corporation is 85 crore and the paid up capital as on 31-03-2011
was 75.70 crore. The entire paid up capital of the corporation is held in the name of
Governor of Kerala. Working on the philosophy of public sector, KTDC succeeded
in achieving its objectives by promoting the largest hotel chain in the State and
providing all tourist services.
History of K.T.D.C
Kerala was a relatively unknown state among tourist circles until the early
1960s. The first initiative to popularize Kerala as a tourist destination was
undertaken by Travancore's first prince: H.H. Col. Goda Varma Raja (husband of
H.H. the Queen of Travancore) started Kerala Tours Limited to popularize key
tourist locations in Travancore Kingdom. When Travancore merged with India,
Kerala Tours Limited became a private entity under the Travancore royal family. For
more than 20 years since Independence, Kerala trend to ignore tourism as a key
industry, leaving KTL and other private players to lead the role. In the 1960s, KTL
struck gold, by collaborating with Thomas Cook and started popularizing Kovalam
in western countries which started the advent of hippie culture in Kovalam Beach.

21. 21
The strong inflow of tourists into Kovalam started Kerala government to consider
tourism as a key industry. Though it tried to nationalize Kerala Tours Limited, it
soon fell into legal issues. This resulted in the government to think starting a new
entity known as Kerala Tourism Development Corporation (KTDC) IN 1966.Started
as a government department; KTDC became a separate commercial entity by the
1970s. Several premium guest houses of Kerala Government were identified and
converted into hotel brands.
3.1 Mission of KTDC
To provide leadership and play a catalytic role in the development of tourism
Infrastructure in the State and to achieve excellence in strategic business operations
through professionalism, efficiency, value for money and customer satisfaction.
3.2 Vision of KTDC
To make KTDC the official host to God‟s own country, the best service
provider in the hospitality industry with basic infrastructure and state-of-the-art
facilities, focusing on Environment conservation and preservation, adding impetus to
local supplies and Human Resources and thereby positioning as a Premier PSU in the
hospitality sector in Kerala.
3.4 Key Functions of KTDC
 To be a major player in the development of tourism infrastructure in the State.
 To treat the tourists as our Guests (AdhidhiDevoBhava) and ensure customer
 Delight by providing value for money.
 To provide elegant accommodation and better quality services in KTDC
Hotels and Restaurants.
 To function as an efficient corporate house with improved productivity levels
and profit margins.
 Achieve high levels of productivity of its employees by way of better training,
 Motivation and HRD techniques.

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 To empower the host population through responsible tourism.
 To promote and market our products at National and International level and
 Thereby making Kerala as a premier Global tourism destination.
 To promote sustainable and eco-friendly tourism in the state based on the
carrying capacity of the destinations.
 To conserve, preserve the art, culture and heritage of the State.
 To promote new innovative tourism products, lesser-known destinations.
 To provide transport, entertainment, shopping, convention and
recreationalservices.
 To render consultancy and managerial services in the hospitality industry.
 To undertake pioneering efforts for destination development.
3.5 K.T.D.C Brands and Units
Premium Table 1
Premium properties of K.T.D.C
(Source: www.ktdc.com)
Property Nature Location
Lake Palace Heritage Thekkady
Bolgatty Palace Heritage Kochi
Mascot Hotel Premium Thiruvananthapuram
Hotel Samudra Premium Kovalam
Waterscape Premium Kumarakom
Aranya Nivas Premium Thekkady
Tea County Premium Munnar
Bolgatty Island Resort Premium Kochi
Marina House Premium Kochi

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Budget Hotels Table 2
Budget properties of K.T.D.C
(Source:www.ktdc.com
Tamarind Easy Hotels
Table 3
Tamarind Easy Hotels of K.T.D.C
(Source: www.ktdc.com)
Hotel Chaitram Budget Thiruvananthapuram
Periyar House Budget Thekkady
Garden House Budget Malampuzha
Nandanam Budget Guruvayoor
Mangalya Budget Guruvayoor
Pepper Grove Budget Sulthan Bathery
Golden Peak Budget Ponmudi
Tamarind Easy Hotel Standard Neyyar Dam
Tamarind Easy Hotel Standard Kollam
Tamarind Easy Hotel Standard Changanasery
Tamarind Easy Hotel Standard Alappuzha
Tamarind Easy Hotel Standard Peermade
Tamarind Easy Hotel Standard Thrissur
Tamarind Easy Hotel Standard Guruvayoor
Tamarind Easy Hotel Standard Nilambur
Tamarind Easy Hotel Standard Kondotty
Tamarind Easy Hotel Standard Thirunelly
Tamarind Easy Hotel Standard Kannur
Tamarind Easy Hotel Standard Parasinikkadavu

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Table 4
Motels of K.T.D.C
Motels
(Source:www.ktdc.com)
Others
1. Central Reservation Centre,Thiruvananthapuram.
2. Tourist Reception Centre,Thiruvananthapuram.
3. Tourist reception Centre, Ernakulam.
5. Shopping Complex, ShanmugamRoad, Ernakulam
6. Watersports, Veli
(Source: www.ktdc.com)
Motel Araam Motel Kottarakkara
Motel Araam Motel Palaruvi
Motel Araam Motel Punalur
Motel Araam Motel Kayamkulam
Motel Araam Motel Alappuzha
Motel Araam Motel Vaikom
Motel Araam Motel Athirapally
Motel Araam Motel Erumayur
Motel Araam Motel Kuttipuram
Motel Araam Motel Kannur
K.T.D.C Restaurant Restaurant Thiruvananthapuram
K.T.D.C Restaurant Restaurant Thiruvananthapuram

25. 25
CHAPTER 4
DATA ANALYSIS

26. 26
In order to fulfill the objectives, the present study is based on primary data.
For collecting the primary data a structured questionnaire was prepared with the
discussion of experts and based on the questionnaire, a personal interview was
conducted with the Manager of the Motel Araam, Athirapally. The Manager was
asked to provide the details and accordingly the data collected has been analyzed and
interpreted. Questionnaire was used among employees working in the motel. In
addition to this, an interaction was also made with the employees and their
suggestions are also taken into the account. The data collected are tabulated and
interpreted by using percentage method. Diagrams are also used in the appropriate
areas. For preparing SWOT analysis, the Manager surveyed was asked to provide
rating on different attributes based on five point scale (Excellent, Good, Average,
Poor and Very Poor). The opinion on excellent and good are considered as Strength,
the average is considered as Opportunities, Poor is taken as weakness while very
poor is taken as threat. The data analyzed are given in three parts as follows:-
Part A - Profile Of The Unit
1. Introduction
Athirapally Waterfalls are one of the best waterfalls in India and one of the
most famous tourist destinations in Kerala. These are magnificent waterfalls on
Chalakudy River located at the entrance to Sholayar hill range in Trichur district. At a
distance of 70 km‟s from Kochi & 160 Km‟s from Coimbatore, this waterfall drops
from a height of 80 feet through several parallel streams offering a great scenic
beauty. In monsoon season, the water gets strength and all the streams join together
and appear like Niagara Falls. One can reach top of the falls with about 5 minutes
walk from nearest road. It offers spectacular views of the Sholayar hills and a unique
view of the waterfalls from this spot. About 10-15 minutes trek down from top of the
falls will take you to bottom of the falls where the greatest beauty of the falls can be
experienced. Swimming is possible in the stream at bottom of the falls.

27. 27
2. Near-by attractions
Athirappally Waterfalls
 Athirapally Waterfalls are one of the best waterfalls in India and one of the
most famous tourist destinations in Kerala. These are magnificent waterfalls
on Chalakudy River located at the entrance to Sholayar hill range in Thrissur
district.
 At a distance of 70 kms from Kochi & 160 Kms from Coimbatore, this
waterfall drops from a height of 80 feet through several parallel streams
offering a great scenic beauty.
 In monsoon season, the water gets strength and all the streams join together
and appear like Niagara Falls. One can reach top of the falls with about 5
minutes walk from nearest road. It offers spectacular views of the Sholayar
hills and a unique view of the waterfalls from this spot. About 10-15 minutes
trek down from top of the falls will take you to bottom of the falls where the
greatest beauty of the falls can be experienced. Swimming is possible in the
stream at bottom of the falls.
Vazhachaal
 At a distance of 7 Kms from Athirapally& 75 Kms from Kochi, Vazhachal
Waterfalls is a breathtakingly beautiful waterfall situated very close to
Athirapally-Valparai-road.Near the entrance of the Sholayar forest range, the
waterfall is formed on Chalakudy River at lower stream of Athirapally
waterfalls.
 The surroundings of the waterfalls offer rich natual views. Unlike Athirapally
Waterfalls, Vazhachal flows through an inclined slope of more than 300 feet to
descend into huge pool. It is very difficult and dangerous to step into the flow
or to reach the bottom of the flow. It is advised to limit your Vazhachal trip to

28. 28
enjoying the natural beauty of the falls.There is another seasonal waterfall
called Chapra Falls on the way to Vazhachal Falls towards left side of the
road. In peak season, the falls can be seen falling from 63 meters height
.
 At a distance of 7 Kms from Athirapally& 75 Kms from Kochi, Vazhachal
Waterfalls is a breathtakingly beautiful waterfall situated very close to
Athirapally - Valparai road. Near the entrance of the Sholayar forest range, the
waterfall is formed on Chalakudy River at lower stream of Athirapally
waterfalls.
Thrissur
 Thrissur (also known as Trichur) is a city situated in central Kerala and the
headquarters of Thrissur District.
 It is known as the 'Cultural Capital of Kerala'. At a distance of 68 Kms from
Kochi and 280 Kms from Trivandrum, Thrissur is home for many famous
temples like Guruvayoor Temple, Vadakkunathan Temple, Paramekkavu
Temple, Thiruvambady Temple, etc. Thrissur hosts the world famous Thrissur
Pooram festival in the month of April / May.
Valparai
 At a distance of 92 Kms from Coimbatore & 52 Kms from Pollachi& 573 Kms
from Chennai, Valparai is a cute Hill Station at an altitude of about 3,500 feet
on the Anamalai Hill Range of the Western Ghats. It is a part of Indira Gandhi
Wildlife Sanctuary.
 Popularly known as Cherrapunji of South, this place has number of tea and
coffee estates surrounded by forest. There are around 40 steep, hairpin bends
to reach this destination. The climate of Valparai is most suitable for tea,
coffee, cardamom and cinchona trees.

29. 29
 The region is also a rich elephant tract and is known to have many leopards.
The Valparai range is also the habitat the NilgiriTahr.
 Upper Sholayar Dam (15 Kms) is a fantastic place to visit from Valparai.
Other important places to visit include Monkey Falls (24 Kms), Balaji temple
(Karimalai-15 Kms), Velankanni Church (Karimalai-15 Kms),
PunchaMughaVinayagarKoil (Near Sholayar) apart from numerous tea estates
to visit.
Sholayar Dam
 At a distance of 22 Kms from Athirapally& 38 Kms from Valparai, Sholayar
Dam is a beautiful dam situated on Athirapally - Valparai road.
 The Sholayar Dam is the second largest rock dam in Asia and measures about
20 Km in length. The dam is an important reservoir under the Parambikulam-
Aliyar Project. The surroundings of the dam are full of great natural beauty.
 Permission to enter the dam can be obtained at the office near dam entrance.
(Source: www.keralatourism.org)
1. Location of the Unit
Motel Araam Athirpally is located Close to the magnificent waterfalls of
Kerala, this motel provides facilities to visit the nearby Athirapally waterfalls and
Vazhachal cascades. Established in 5-May-2000. Motel is located near to the
Athirapally water fall, just 1km from motel. The total Land area of the motel is 50
Cent. In May 5th
2000, K.T.D.C taken over the building from PWD. The nearest
Airport is Cochin international Airport (58 Km), the nearest Railway Station and Bus
Station is Chalakudy (32 and 30 respectively).

30. 30
2. Year of Establishment
Motel Araam Athirpally is established in 5-May-2000. Earlier that building
was a P.W.D guest house and converted into Motel.
3. Area
The total Land area of the motel is 50 Cent. And the motel has sufficient car
parking space, more than 14 cars can park at a time.
4. Accessibility
Cochin international Airport is just 58 Km away from the Motel. In every 15
minutes there are buses to Athirapally from Chalakudy. Railway station is also near to
the bus station, the motel is just 30 km‟s away from the Railway station.
Table 5
Accessibility
(Source: Field survey)
5. Details of the Room
Motel Araam Athirpally have only Two A/C Rooms. The Room Tariff is
1400INR/Double occupancy and 1250 INR/ Single occupancy, the Rooms are Bath
Attached, and also provide Television service in rooms, they also provide In Room
Service. If the rooms are not avail for the guest, they send the guest to the nearby
hotel, Plantation Valley. The most room demanding guest is outside guest and walk-in
and also the tourist to Athirappally Water Fall. Araam only providing two rooms for
accommodation, so in the case of non availability of rooms Motel will direct the guest
to Plantation Valley, Corporations.
Cochin international airport 58 KM’S
Chalakudy railway station 32 KM’S
Chalakudy bus station 30 KM’S

31. 31
Motels and hotels which offering saying facility should have adequate supply
and stock of bed linen. Araam have sufficient stock of bed linen and according to
arrival of guest they often change bed linen and also if the in-house guest made any
request for the changing of bed linen the motel staff will make necessary arrangement
and they will make it change.
Table 6
Details of the Room
(Source: Field Survey)
6. Details of the Employment
In K.T.D.C Motel, Araam, Eight Staffs are there, 6 Male staffs and 2 female
staffs. In F&B Production and F&B Service there are 2 Male employees, both are
Outsourced employees, 2 female staffs where works as office staffs both are
Outsourced employees. From within the district 2 employees are employed in
Reception and Maintenance.
The methods and techniques that the Motel used for making the employees
aware about duties and responsibilities are mainly through meetings. For the
employees Motel Araam also providing training and development programmes, Daily
briefings, circulars and orientation programmes can also used for making employees
aware of duties , but here the only method used is meetings. Feedback collections
from the employees are one of the important activity in every organization, it is
Type of
Room
No of
Rooms
Room
Tariff
Bath
Attached
TV
A/C Room 2 1400 INR /
Double
Occupancy
Y Y
1250 INR /
Single
Occupancy

32. 32
noticed that in Araam Athirappally, there is a programmes conducted among
employees in order to get feedback from them. As per the study, it found that there is
no Employee retention program. The motel doesn‟t practice any Employee retention
programmes.The study reveals that the main employees working in Motel Araam is
under KTDC contract and the number of permanent employs is very less. Motel
Araam also out sourced some part of their business to local people. The main areas
which are out sourced are Security and gardening.
Table 7
Employee Details
Category No of Staff
Male 6
Female 2
Figure 1
Employee Details
(Source: Field Survey)
0
1
2
3
4
5
6
7
Male Female
No of Staff
No of Staff

33. 33
Part B – Details of Business Management
7. Type of Customers
The main type of guest that the Motel Araam is getting is walk-in and
government officials. For every hotels and motels there are different types of
customers like Walk-in, government officials etc. For the future business the Motel
have to maintain contact with the customers. According to the study conducted the
local people over there is always co-operative and their behavior towards guest is
good at all. Without the co-operation from them it is difficult to function the motel but
till now there is no problem and difficulties that the guest faced from the local
population over there.
8. Method of Retaining Customers
For this purpose of keeping contacts with the customer‟s different methods
like phone calls, E-mails, greeting cards etc can be used. Motel Araam uses e-mails
for this if necessary. As per the study, it is noticed that majority of the motels and
hotels are getting advance booking of rooms. Advance booking of rooms are called as
reservation. But in the case of Motel Araam they have only two rooms that is why
they not offer any advance booking For getting much business in the future many of
the hotel and motels offer special rates and discounts. Guest feedbacks are collected
for getting the suggestions and opinions from the guest who has stayed in the Motel.
The main aim for collecting guest feedbacks is for knowing any complaints are there
for the guest and the Motel Araam treats complaints and suggestions are better sales
opportunities for the next time not threats.
9. Major Source of Business
This motel has a Non A/C Restaurant, which is a Single building having 34
covers. The working hours are Morning 7am to 10 pm. Average Revenue earnings of
this restaurant is 6000/day. They accept both Cash and Travel Voucher. Motel
engaged in Athirpally fest during Onam 2008, they conduct food fest. As per the

34. 34
study, the motel Araam only accepts cash, they don‟t have facility to accept credit
cards and debit cards.
The major part of the guest staying in the hotel is domestic tourists.
Mosttourists‟ average length of stay comes under the category of 0-5 days whereas
there is a lack of foreigners staying in the motel. The study reveals that in 2011 there
is no foreign tourist arrival in the motel. As per the study, they don‟t market their
business properly.
Table 8
Business Details
(Source: Field Survey)
According to the study conducted it is clear that without community linkage
and the help from the local people the Motel cannot survive. Araam mainly preferring
local communities for the items like vegetables, fish, milk, Egg and some .so the
functioning of Motel is benefitted to the community also.
10. Major Competitors
Hotels in Athirapally have splendid views and great facilities. The best hotels
are the luxury hotels that offer a wide range of services from swimming pools to spas.
They also have a front desk that helps you plan adventurous safaris in the jungles.
Rooms here will cost you around Rs. 4500 for a night‟s stay. The mid-range hotels
are cheaper and easier to find. They have facilities like coffee bars and multiple
cuisine restaurants. A single day at the hotel will cost you Rs. 1000 to Rs. 2000. The
Outlets No. Of
Covers
Working
Hours
Avg.
Revenue/Day(2011)
Non A/C
Restaurant
34 7 Am- 10
Pm
6000

35. 35
lower ends of the group of hotels in Athirapally are the budget hotels. With very
minimum facilities, rooms here can cost you around Rs. 800 a day. Air conditioning
is required.
Table 9
Major Competitors
(Source: Field Survey)
Name Area Distance
From
Waterfall
Min Price
(Rs)
Rainforest
Resort
Athirapally
Falls
Athirapally
Waterfall
Road
2.2 Km 8,912
River Rock
Villas
Vettilappara 1 Km 1226

36. 36
Part C – SWOT Analysis
11. Table showing the various attributes of motel Araam (five scale table)
ATTRIBUTES Very
poor
Poor Avera
ge
Goo
d
Exc
elle
nt
Location 
Accessibility  1
Nearby attractions 
Motel facilities 
Room facility 
Restaurant image 
Restaurant ambience 
Architectural style 
Commitment of Employees 
Attitude of employees 
Skill of the employees 
Professionalism of employees 
Safety & Security 
Effectiveness of Waste Disposal 
Energy saving devices 
Water saving devices 
Government support 
Sufficient availability of land space 
Effectiveness of Complaint Handling 
Service Efficiency 
House Maintenance 
Financial Stability 
Effectiveness of Training 
Hygiene maintained 
Flexibility in decision making for
managers

Employment to local people 
Employee retention program 
Quality of promotional activities 
Pricing strategy 
Employee turnover 
Participation of local people 
Public relations 
Staff welfare measures 
Availability of clean water 

37. 37
Table 10
SWOT Analysis
(Source: Field Survey)
STRENGTHS
Public organization under Govt.
Reputation of the organization in
the tourism industry.
It is among the group of KTDC
hotels.
Location of the hotel, near to
Athirapally Waterfall
This Motel has a got a good
natural beauty around, near to the
magnificent waterfall
WEAKNESS
Very business oriented and not
family oriented
No special transportation shuttle.
The hotel staffs are not well
trained in guest handling and
behaving with the guest.
Lack of water saving devices
Lack of safety measures
OPPORTUNITY
Dynamic growth in emerging
market.
Upgrade to international methods
of work.
Located on the way to
Athirapally falls
Government support.
House maintenance.
Innovation in technology
THREAT
Competitions from hotels like
River rock Villas, Rainforest
Resort the hotels
Marketing strategy.
Competitors upgrading to
international standards of work
ethic.
Issues with Trade Unions
Lack of no rooms

38. 38
STRENGTHS
• Public organization under Govt.
KTDC being a government agency enjoys all the credits of the government.
The Policies and strategies for motel Araam under KTDC are been formulated by the
government body.
• Reputation
In Kerala, KTDC is well known for its contributions to the boosting of tourism
in Kerala. So it is well known to the tourists all over India.
• Chain of hotels
Motel Araam is one among the properties of KTDC. The chain properties have
a special recognition in the hospitality industry.
• Location
The motel is located near to the Athirapally waterfalls. It is very easily
accessible from airport, railway station and bus stand as the hotel is very near to it.
• Brand image
The hotel being a product of KTDC is having a good image in the tourism of
Kerala. It is Mascot hotel that comes into the mind of each and every guest when
think or say about KTDC and hospitality in Kerala.

39. 39
• Beautiful ambience
The motel is having one of the best gardens View to the nature. Also the motel
building and the beauty surrounded the motel just give great pleasure to the guests.
WEAKNESS
• Business oriented
The motel business is mainly focusing on Restaurant clients and the food
served there is very costly. They not consider the aspect of Customers.
• Transportation shuttle
As a property of K.T.D.C located near to one of major Tourist destination
hub, the motel do not have any transport vehicle of its own to transfer guests from
motel to tourist destinations and vice versa and also elsewhere. The motel needs to
arrange the car or taxi from an external agency to transfer its guests. It‟s a drawback
of the motel.
• Commitment of employees
It is observed that the commitment of employees towards their duty is not up
to the mark. This is mainly because of lack of training and appraisal programmes.
. The Architectural style
The architectural style is not much impressive. At least they have to build it in
a Kerala style building that makes lots of differences.
. Lack of water saving devices
Now a day‟s water conservation is the main issue. The major issue is
that this unit is step back towards facilitating better water saving devices.

40. 40
. Lack of safety measures
The major weakness of this unit is that, they are not facilitating the safety
measures. The motel I located near to the forest and the waterfall they have to
facilitate the safety measures.
OPPORTUNITY
• Dynamic growth in emerging market.
The tourism market in global level is found to be increasing each year. So it is
an opportunity for the hospitality to rise up to the international standard to bring in
more and more customers. Athirapally waterfall is the major attraction near to the
motel, increasing the opportunity for more development in the development of motel.
• Upgrade to international methods of work.
To attract and retain international visitors and travelers it is very essential to
upgrade the method of working and management as per the needs and wants of
international standards. This can be achieving by undergoing training and conducting
classes on the recent trends in the hospitality industry to the employees of the hotel.
• Located on the way to Athirapally and Vazhachal
The major advantage of the motel is, located near to the Athirapally and
Vazhachal road. The tourists to the waterfalls are the major customers of the motel.
• Government support.
Motel Araam is being a public organization; it could function and carry out its
business activities with the help of the other government organizations too. They can
have an agreement so that the government guests of other organizations could stay in
motel, by providing the rooms at a discounted rate. This will help the hotel to retain
guest all round the year.

41. 41
• House maintenance.
Talking about house maintenance, the motel has a great opportunity for
improvement. They are poorly maintained.
• Innovation in technology
Fully automated reservation and registration process, ATM counters within the
motel property. Makes improvement in all the possible up gradation.
THREAT
• Competition from hotels like River rock villas and Rain Forest resorts
The private hotel establishments are found to be threat for the K.T.D.C motel.
They have well established promotional activities and management style that of
International standards which are found to be attractive to many travelers.
• The motel marketing strategy.
As Motel Araam is a KTDC property, the marketing and promotional activities
are carried out by KTDC itself. The hotel as such has no authority for marketing
itself. As a hospitality sector it is necessary to have a satisfactory marketing technique
to retain customers, which is lacking in Mascot hotel.
• Issues with Trade Unions
Trade unions have major role to play in the functioning of the hotel as it deals
with the employees of some public organizations. The frequent demands and
requirements of the trade unions which are not acceptable to the management will end
up in issues.

42. 42
. Lack of no of Rooms
The major problem of this unit is, they are lacking in no of rooms available. The
motel Araam Athirapally unit is short in no of rooms. This is the major problem faced
by this unit.
12. Issues and Suggestions by Unit officer
As per the surveys, the major issues and suggestions from the Unit Officer is
all about the Renovation and Construction of Motel building, Rooms and dormitory.
As per the studies, it says that the Location of the Motel doesn‟t helps in the business
of Motel and Restaurant.

43. 43
CHAPTER 5
MAJOR FINDINGS AND CONCLUSIONS

44. 44
1. Findings – Profile of Motel
Based on the Organizational Study these are some of the observations:
1. There are only two rooms for availing the guests to stay:
The motel Araam provides only two rooms for accommodating the guest. This
is the major finding from this survey.
2. The motel Architectural style is not attractive:
The Architectural style of the building is not attractive and the outlook given
by the motel is not so impressive.
3. The motel doesn‟t have any E-mail Id - which means the motel doesn‟t have the
facility of direct online booking. The customers have to book the rooms via Central
reservation centre.
4. No Garage facility
The motel doesn‟t have any garage facility, and there is no facility for car
washing, no mechanic on call.
5. The Motel has got excellent location and accessibility.
The motel is located near to the Athirapally falls and also Bus station and
railway stations are easy to reach, with in 32 Km‟s.
6. The Motel has got less promotional activities.
The motel is lacking in the promotional activities.
7. The facilities of the Motel are not coping with the modern requirements of the
customers. The motel is not at all equipped with new modern tools.
8. There is the lack of BAR facility.
9. There is lacking in keeping accurate and up-to-date records on room occupancy
and repeated customers.
10. Average length of stay of guest is only one day.

45. 45
Business Management
11. The motel accepts only the cash payment.
12. The motel didn‟t has any employee retention programs.
13. Monthly programmes were conducted to get feedback from guests.
14. Restaurant and motel is located in a single building.
15. Outsourcing of motel business like laundry, Gardening cleaning, etc to local
community.
16. Walk-ins are the major source of business.
17. Keeping the contact with previous customers via using Greeting cards, and phone
calls.
18. Changing the bed linen according to the arrival of the guests.
19. Polishing of cutleries done weekly
20. Advance reservation is also there.
21. This Unit has sufficient no of Employees
22. Public Area cleaning and polishing is done weekly.
23. The motel has regular customers in restaurant from the local areas and walk-ins.
2. Suggestions
Based on the studies and findings these are some suggestions that helps the
motel to increase the business.
1. Maximizes the opportunity for publicity
The motel needs to maximize the opportunities for make the motel familiar to
the public.
2. More infrastructural facilities can be built up
Building of new rooms and dormitories can help the motel to increase the
business
3. While recruitment select the qualified candidates as staffs.

46. 46
4. A better communication channel has to be followed between managers and
employees.
5. Tie up with tour operators.
Now the Hotel has got no business with any of the tour operators but this has
to be changed. The Hotel must look for more ties up the tour operators and must have
enough business with them which will increase the business of the Hotel.
6. The motel should have more no. of advertisement board on road, so it comfortable
for the tourist to find the motel place.
3. Conclusion
Tourism is one among the major revenue generating industries in India. The
exotic cultural treasures, the wide open spaces, the unique and scenic natural beauty
acts as a catalyst for the development and growth of India as a global tourist
destination. India offers a wide variety of attractions to its visitors with Kerala as an
inevitable part in it. Hospitality industry has enhanced the scope of development of
tourism industry. KTDC, a government agency has established a number of units
providing accommodation and all other required facilities to the guests.
The mini project in the Motel Araam provided me with the opportunity to
observe and know the working of the particular Unit. It provided me with valuable
insights on managerial and practical aspects of management. The organization study
was helpful in getting an understanding of the organization, various functions, and the
overall operation of organization. The study helped to gather much more information
on the practical application of management principles. The efficiency and
effectiveness of the operations help to achieve their organizational goals effectively.
The training also enabled me to know the Strength Weakness Opportunity and Threat
of the motel. This study helps to understand the facilities that a motel must have,
helps to know more about the motel business and the community linkages of the
motel, how the motel is managed to combine both the internal and external people i.e.
Local Community. This survey helps me to know more about the way of conducting
the survey and the preparation of Questionnaire.

47. 47
Bibliography
1) Websites
www.ktdc.com
www.ktdc.in
www.ktdc.net
www.emeraldinsight.com
www.managementstudyguide.com
www.hospitality-industry.com
www.hotelassociationofindia.com
2) KTDC brochures
3) Books
John R Walker & Josiely J Walker (2012), Exploring the Hospitality Industry,
Dorling Kindersly India private limited.
Ravishankar K V, (2005), Tourism India, Thiruvanathapuram Handbook.
Sudhir Andrews, (2007), Hotel Housekeeping, Tata McGraw-Hill publishing
company limited
C.R Kothari n- 2nd
edition (2004) Research Methodology- New age in
publications.

48. 48
APPENDIX
SURVEY QUESTIONNAIRE

49. 49
QUESTIONNAIRE
1. Name & address of Motel :
………………………………………………......................................................
2. E- Mail Id :
………………………………………………..
3. Contact Number.......................
4. Date of Establishment : ……………..........
5. 5. Land Area: ……….......…Acre……….....……Cent
6. Ownership of Building : ……………………………………...
7. Distance (km) from nearest : Airport……………… Railway
Station……………… Bus Station..............
8. Room Details (GR=Guest Room BR=Bath Room Y =
Yes N = No)
.
9. Garage Facilities
Categ
ory
No. of
rooms
AREA
(Sq.Ft.
)
Roo
m
Tarif
f
Room
Servic
e
(Y/N)
Bath
Attac
hed
(Y/N)
T.V
(Y/N
)
Gar
age
Are
a
Car
parkin
g
capaci
ty
Oth
er
GR
BR
Attributes Yes No Nearby On
request
Car washing
Repairing
Refuelling
Mechanic
on call
Spare parts
available
Petrol pump

50. 50
10. How many employees are working in the hotel?
11. Outlet
Outlets No. Of
Covers
Working Hours Avg. Revenue/Day(2011)
A/C Restaurant
Non A/C
Restaurant
Dept:
Category
Rece
ption
F&
B
Pdn:
F & B
Servic
e
Eng:
&
Maint
:
Securi
ty
Other
s
Male KTDC
Contract
Outsource
Employees
Permanent
Local
People
(With in the
Dist.)
Femal
e
KTDC
Contract
Outsource
Employees
Permanent
Local
People
(With in the
Dist.)

51. 51
Beer Parlor
12. Average Length of stay in 2011?
Foreign Domestic
13. Mode of payment accepted?
Cash Credit card
Debit card Travel Voucher
14. How do you make the employees aware of duties?
Meetings Daily Briefing
Notice Circular
Orientation Others.....................
15. Do you have any employee retention program?
No
If Yes, Specify...........................................
16. How often programmes are conducted to get Feed Back from Employees?
Quarterly Half Yearly
Yearly Not Conducted
17. What kind of building do you have for restaurant?
Single building Open air
Cottages Shacks
18. How the local people behave to guests?
Excellent Good
Bad
19. To which hotel do you direct the Guest, if room is not available?

52. 52
.....................................................................................
20. Do you outsource any part of your business to the local community?
Yes No
21. If yes, which are they?
Cleaning Gardening
Maintenance Security
Any Other (Specify).......................................
22. Do the local people face problems from guests?
Yes No
23. Have you received any complaint about the local people from the
guests?
No
If yes, Specify.........................................
24. Do you collect feedback from guests?
Yes No
25. Type of Guest demanding rooms?
Walk- In Govt. Officials
Other (Specify) ........................................
26. How do you keep contact with previous customers?
Greeting Cards E-Mail
Calls None
27. Do you have sufficient stock of Linen?
More Sufficient Less

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28. How often you change Bed Linen?
Daily According to Arrival
On guest Request
29. How often polishing of Cutleries is done?
Weekly Fortnightly
Monthly Yearly
30. Do you receive any advance booking?
Yes No
31. What are the strategies adopted in special Occasions/
Festivals...............................................................................
32. Do you have sufficient stock of Room Amenities?
More Sufficient Less
33. How often public area polishing is done?
Weekly Fortnightly
Monthly Yearly
35. Do you have sufficient number of employees?
36. Methods used for Waste Disposal?
More Sufficient Less
F & B Service
F & B
Production
Cleaning
Methods
Bio-Degradable Non Bio-Degradable

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37. Products that you prefer from Local Community?
Egg Vegetables
Handicraft Milk
Fish None
38. Do you have any regular customers in restaurant?
Yes No
39. Time taken to serve food after taking order?
2-5Min 5-10Min
10-15Min More than 15 Min
40. Do you provide special rate for regular customers?
Yes No
If yes, Specify details ...........................................
41. Do you provide the customers with packed food?
Yes No
If yes, which is the most demanded food .....................
42.Issues/Suggestions…………………………………………………………
…………………………………………………………………………………………
…………………………………………………………………………………………
……………………………………

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43. Please rate the following
ATTRIBUTES Very
poor
Poor Average Good Excellent
Location
Accessibility
Nearby
attractions
Motel facilities
Room facility
Restaurant image
Restaurant
ambience
Architectural
style
Commitment of
Employees
Attitude of
employees
Skill of the
employees
Professionalism
of employees
Safety & Security
Effectiveness of
Waste Disposal
Energy saving
devices
Water saving
devices
Government

56. 56
support
Sufficient
availability of
land space
Effectiveness of
Complaint
Handling
Service
Efficiency
House
Maintenance
Financial
Stability
Effectiveness of
Training
Hygiene
maintained
Corporate
policies
Flexibility in
decision making
for managers
Employment to
local people
Employee
retention program
Quality of
promotional
activities
Pricing strategy
Employee
turnover
Participation of
local people

57. 57
Public relations
Staff welfare
measures
Availability of
clean water