QUESTIONNAIRE FOR EMPLOYEES

Dear Sir/Madam, this is a research cum investigative study being conducted across the hospitality sector of India. The study is solely for educational purposes and complete confidentiality will be maintained. It will take approximately 15 minutes to complete the questionnaire. Kindly extend your co-operation in filling up this questionnaire. If you have questions at any time about the survey or the procedures, you may contact Ms. Navleen Kaur by e-mail at the following e-mail address navleen10@yahoo.co.in.

Name and Status of the hotel: _______________________ Name of the respondent: ___________________________ Age of the respondent:

18-25

26-30 41-50

31-35 50 &Above

36-40
Designation:

Sr. Manager Customer

Manager

General Manager Assistant

Manager

relation Manager

Any

other Qualification: Matric Post Graduation Higher secondary Doctorate Graduation Professional Any other

Q: 1 How long you are working with the present organization (in years) Less than 1 year 1-3 yrs 3-5 yrs 5-7 yrs 7 & more

Q.2 Do you maintain regular data of customers. Yes No

Q.3 Do you use any software for maintaining data of the customers.

Yes

No

Q: Please tick the relevant option, as per the scale mentioned

S.A Strongly agree, A- Agree, U- Undecided, D- Disagree, S.D Strongly disagree SERVICES FOR CUSTOMER DELIGHT Agree Strongly Statements Disagree Strongly Undecided Agree Disagree

4.Sending Bday/ anniversary Wishes makes the customer feel very important and happy 5.Offering flowers to the loyal customers , matters a lot for their happiness 6.Welcome note in the room must be given and is always liked by the customers. 7.Complementary food makes the customers feel delighted. 8.Free sweets/ Toys / any other entertaining facilities for children are extremely important for customer retention. 9.Fruit basket / Chocolates / Candles in the room makes the customer feel extremely delighted DISCOUNT OFFERS

Agree Strongly

Statements

10.Loyal customers are intimated for free recreational games of the season like paragliding etc. 11. Repeated/ privileged customers are given special discounts. 12.Customers are intimated through follow up email/ Call before the discount offer gets on. 13. In holiday season, hotel provides traveling facility with a guide. 14. Privileged cards are being offered to gain points on each visit for future discounts. 15. Lucky Coupon offers is the best promotional scheme. 16. Free Gifts being offered to customers by our hotel helps to promote the business. 17. Privileged Discounts are preferred over the other schemes. 18. Referral Scheme is the best promotional scheme. 19. Seasonal discounts should always be given. 20. Loyalty program is being offered to customers by the hotel. 21. Corporate incorporated. discounts must always be

DISCOTHEQUE FACILITY

Disagree Strongly

Undecided

Agree

Disagree

Agree Strongly

Statements

22. The inbuilt discotheque facility of the hotel becomes an important part of customer satisfaction. 23. DJ plays music on request. 24. Songs could be dedicated to anyone as desired by the guests. 25. The hotel has the provision of serving Food & beverages at the dance floor to rekindle the lost energy. 26. How do you pacify your dissatisfied customers? Rank them from 1-5 Extra Meal Free room booking Reimbursement of the payment Discount on bill Free stay/ Discount for subsequent visit. If Any other, please specify__________________________ 27. Do you make follow-ups to your customers. Yes If yes, then how frequently Rarely Weekly Quarterly Daily Monthly No

Disagree Strongly

Undecided

Agree

Disagree

28.

Did you ever happen to make a courtesy visit at your customers place after his availing of the services. Yes No

29.

How do you feel interacting with your customers? Extremely motivated Motivated Cant Say Demotivated Extremely Demotivated

30.

Do your customers approach you personally for any future query of the hotel. Always Often Not at all Seldom Not Always

31.

What according to you, the customer relationship management is? Rank them from 1-5 Maintaining relations with the customer Maintaining Customer data Having CRM software Grievance handling System Retaining customers

32.

Is there any facility of toll free helpline being provided by the hotel. Yes No

EMPLOYEE SATISFACTION

Agree Strongly

Statements

33.Unfavourable working conditions doesnt make much difference to the employee satisfaction 34. Conducive work culture is extremely important for employee satisfaction. 35. You are satisfied with salaries being offered. 36.Performance based incentives are being offered to the employees 37.We often have the informal get-togethers 38.Festive Gifts are always offered by the organization 39.Performance based awards are also given to the employees 40.Incentives are offered to retain the customers

PERCEPTION OF EMPLOYEES Agree Strongly Statements Disagree Strongly Undecided Agree Disagree

41.The customer relationship management (CRM) plays a very important role in the success of the organization

Disagree Strongly

Undecided

Agree

Disagree

Agree Strongly

Statements

42. The internet is the best communication mode for maintaining customer relations. 43. The phone calls is the best communication mode. 44.Face to face contact with customers is preferred over the other modes 45. Letters/ pamphlets / post cards are the best communication modes. 46. The organization is using software for maintaining data of the customers. 47. The employees are extremely comfortable in using the software. 48. The data bank of the customers helps in making strong relation with them. 49.The follow up Email and phone calls are essential for maintaining customer relations 50.The grievance handling system is not of much use to pacify dissatisfied customers 51.There needs to be separate customer care department for customer satisfaction 52.It is the job of customer relationship manager only to take care of the customer needs 53.The online marketing is being practiced by our hotel like online reservations/ cancellations 54. Sending promotional emails/greeting cards is a common practice of our hotel.

ADDITIONAL FACILITIES

Disagree Strongly

Undecided

Agree

Disagree

Agree Strongly

Statements

55.The Swimming pool is of much use to the customers 56. Games Facilities like badminton, golf, billiards is preferred over the other facilities. 57. Bar Facility is highly important for customer satisfaction. 58. Discotheque is not of much use in the hotels. 59.ATM facility adds to the convenience of the customers 60.Wi-Fi is not demanded much by the customers 61. Inbuilt Shopping facility is not of much importance to the customers. 62. Doctor on-call facility is of less use to the customers. 63. The 24-hour room service is very important in retaining customers. 64. The provision for free- safe deposit lockers is not so important in maintaining customers relations. 65. The purified water supply is most important feature being demanded by the customers. 66. The hotel has fully equipped business center and is very importantly required for customer satisfaction. 67. The hotel has the provision of 24 hrs fax facility. 68. The Hotel has the provision of travel assistance as it is an important part of customer relationship management. 69. The Hotels inbuilt saloon / parlor is not of much use to customers.

Disagree Strongly

Undecided

Agree

Disagree

Agree Strongly

Statements

70. The adequate parking facility is given the top priority for selecting a hotel.

71. What factors is your hotel focusing on, to compete with the others hotels. Rank them from 1-6. Quality Ambience Price Extra Facilities Service Scape Customer Service/personal attention

72.

What all is required to maintain relations with the customers. Give suggestions ______________________________________________________________ ______________________________________________________________. ______________________________________________________________

Thank you very much for your time and support

Disagree Strongly

Undecided

Agree

Disagree