Study on Hotel Services Owinka Lake Resort, Gonaduwa, Bandaragama

V.T.B Rodrigo - 2012074

IntroductionOwinka Lake is located at Kalutara Road, Gonaduwa, Bandaragama and only a two-hour drive from Colombo City

Located near Bolgoda lake (Main advantage)

Eco-friendliness, natural beauty and organic food

Rest and relaxation, Day outing, corporates events and weddings

FacilitiesWooden Cabanas

Room FacilitiesHot and cold water, Wooden furniture and fresh linen, Sofa, Wardrobe, King-size bedSatellite TV, Tea and coffee making facilities, Large scenic balcony, Room telephone

Swimming pool

Banquet hall

ActivitiesLake FishingAgriculture ToursBird WatchingBoat RidingLama GamaCycle riding

CanoeingNature photographyMeals at the lake edge

Customer Satisfaction100% Sri Lankan customers (selected sample)Avg. income under US $1,000/-Married 75% - Unmarried 25%90% professionals83% customers are on 1st visit90% appreciate the beauty of the nature, calmness and peace

75%

25%

Got to know about the

Resort

Friends and relatives The internet

83%

8%

8%

Purpose of visit

Rest and relaxation Business reasons Fun

Customer Satisfaction

0.00 0.50 1.00 1.50 2.00 2.50 3.00 3.50 4.00 4.50 5.00

Access to the hotel

Road Condition

Transport facilities

Upon arrival reception

Reservation in order at the arrival

Front office clear and tidy

Front office is attractive

Bell person telling me about hotel facilities

My room is clean and tidy

My room is comfortable

My room has all neccessities (linen, soap, shampoo,etc…)

My privacy and security assured

My room has a nice view

Promt room service delivery

Overall hotel environment

Restaurant attractiveness

Food and beverages

Originality of liquor

In house entertainment

Recreation facilities

Sports facilities

Hotel staff is caring and understanding

Hotel management is caring and understanding

My requirement is well understood by the hotel

Prices are relative to the service

Checkout experience

Chance that I will come to this hotel

Chance that my frieds and relatives come to this hotel

Employee Satisfaction18 Employees (2 Mgrs. 2 Sups. 2 Team leaders, 12 Team members)Avg. income per month LKR. 20,000/- (Team member)80% Happy with the existing jobNo proper JD, Promotion criteria, Job roles and structureNo clear vision, mission or a service concept100% believe their success in on beauty of the nature, calmness and peace

45%

55%

Married and Unmarried Ratio

Unmarried Married0

1

2

3

4

5

10 to 20 21 to 30 31 to 40 Over 40

Age Gruops

Employee Satisfaction

0.00 0.50 1.00 1.50 2.00 2.50 3.00 3.50 4.00 4.50

• Organization supports a balance between work and personal life.

• I'm treated with dignity and respect by other people around me.

• I have the resources I need to do my job well.

• I can disagree with my supervisor without fear of getting in trouble.

• My current job is beneficial to my future career development.

• The amount of work expected of me is reasonable.

• Flexibility of the working hours satisfactory

• Earnings are satisfactory

• Other benefits and allowances are satisfactory

• My Colleagues are helpful

• My supervisor allows me to develop

• I don't have to consult my supervisor all the time

Management Feedbackspecialty was the eco-friendly facility and the service to the customers who can reach within one hour from Colombo and vicinity

Facilities were described

Employees are 80% aware of the customer’s needs

Customers who refer the website know regarding the most of the services provided

Industry is growing now and should committed to achieve

Online Feedback