Income Statement

BACHELOR OF HOTEL MANAGEMENT

PROJECT REPORT

Submitted in fulfilment of the requirement of BHM programme

Topic : Descriptive study on tracking customer delight and guest satisfaction in hotels

By: MARIA PRIYANKA RAVINDRAN

REG .NO: 081401132

NAME SIGNATURE

FACULTY ADVISOR :Mrs.Vidya Patwardhan

PROJECT CO-ORDINATOR :Prof.Y.G Tharakan

PRINCIPAL :Ms. P.Gopalakrishnan

WelcomgroupGraduateSchool of Hotel Administration

(A Constituent college of Manipal University)

Valley View Manipal -576 104

DISCLAIMER

The information contained herein is in no way to be construed as recommendation by Welcomgroup Graduate School of Hotel Administration, Manipal, Karnataka, India, for laying down any industry standards or as any kind of proposal to be adopted by or be obligatory upon any member of the hospitality industry.

DECLARATION

I declare that this Project is the result of our own efforts and that it conforms to university, departmental and course regulations regarding cheating and plagiarism. No material contained within this Project has been used in any other submission, by the authors, for an academic award.

Student's Name: MARIA PRIYANKA RAVINDRAN

(1865)

ACKNOWLEDGEMENT

It is my pleasure to thank those who made this thesis possible, such as my professor and guide Prof.Y.G Tharakan, without whose support and impeccable guidance, this project would have been next to impossible. I would like to further thank my faculty advisor and mentor Mrs.VidyaPatwardhan for her valued guidance. I would like to thank my principal, vice- principal, faculty and non-teaching staff for their constant guidance and valued support. I would also like to thank my institution Welcomgroup Graduate School of Hotel Administration for allowing me to undertake this project. A special thanks to Mrs. JyothiMallya, our college librarian, for extending valuable support in acquiring data and my parents for extending their patience and moral support. Finally I would like to thank all the respondents who have participated in the survey which was essential for completing the project.