The case study of Vivanta by Taj Blue Diamond, Pune focuses on finding the innovative practices of the Front Office Department and measuring their impact on guest satisfaction. Based on the findings it was observed that there was a positive impact of innovative practices, service quality, courtesy, competency and responsiveness (CCR) of staff on guest satisfaction level in the hotel.
The hotel business is highly competitive, today the supply of rooms exceeds the demand in the market. The guest rooms are the main revenue earning product of the hotel. The hotels provide a range of facilities to suit the tastes and pockets of the customer. The hotels retain their customers by offering different themes, contemporary designs and some offer unique facilities and services. Hotels that can attract, maintain, satisfy and retain customers are more likely to survive in the competitive market and will earn good revenue, higher occupancy percentage and better revenue per available room for the hotels. Cleanliness and hygiene was rated as the most important factor by the Hoteliers as well as the Customers for a guest to return to a hotel.
Sustainable management encompasses ideas from sustainability and synthesizes them with the concepts of management. This paper focuses on studying the benefits related to sustainable management practices that are adopted and followed in the hotel industry with specific reference to Star Category Hotels of Pune Region and its association with retention of the talented employees in the organisation.The study had reviewed the practices adopted by star category hotels and its association with retaining the talented bunch of employees. The research design for these factors is then explained further, which is supported by a Chi-Square test as a tool of data interpretation. A structured questionnaire was circulated amongst the managerial level employees in star hotels of the Pune region and responses were collected. The study had revealed that employees do believe that parameters covered under the benefits of the talent retention are mutually beneficial for the organisation as well as the employees.
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