Abstract

Impact of In-room Facilities on Repeat Business in Hotels in certain cities of Maharashtra with reference to 3, 4, 5, and 5 star deluxe hotels in Mumbai, Pune, Nagpur

Highlights

  • A hotel survives on the sale of rooms; it constitutes almost 50% of the total sales of a hotel

  • The hotels retain their customers through the strength of their loyalty programmes, others ‘wow’ the guests by their unique themes and contemporary designs, and some offer unique amenities and services to their customers

  • In the mean score analysis of Hoteliers responses related to the choice of hotel room, Hygiene and Cleanliness is rated as the most important factor by the hoteliers, followed by Services and amenities provided, Updated technology or Information Technology amenities, Customized services, Quiet and private environment

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Summary

Introduction

A hotel survives on the sale of rooms; it constitutes almost 50% of the total sales of a hotel. The hotel attributes and services are considered as the important determinants for the customer satisfaction. The hotels retain their customers through the strength of their loyalty programmes, others ‘wow’ the guests by their unique themes and contemporary designs, and some offer unique amenities and services to their customers. Guests’ expectations of hotel amenities and facilities are affected by the type of the hotel and its sophistication level. It is important to fulfill the expectations of a guest when he pays to stay in a room. While the guest pays a fixed tariff, a lot of perks and privileges are offered in forfreewith the hope that it would influence the customers to patronize the hotel again. The ability of a hotel to attract and retain customers is important for good revenue generation, higher occupancy percentage and better revenue per available room for the hotels

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