overview of hotel industry

Overview of Hospitality Industry Hospitality is about serving the guests to provide them with "feel-good-effect". "Athithi devo bhavha" (Guest is God) has been one of central tenets of Indian culture since times immemorial. In India, the guest is treated with utmost warmth And respect and is provided the best services. Today hospitality sector is one of the fastest growing sectors in India. It is expected to grow at the rate of 8% between 2007 and 2016. Many international hotels including Sheraton, Hyatt, Radisson, Meridien, Four Seasons Regent, and Marriott International are already established in the Indian markets and are still expanding. Nowadays the travel and tourism industry is also included in hospitality sector. The boom in travel and tourism has led to the further development of hospitality industry.

1.1 Sector out look

hotel industry largely depend upon the foreign tourist arrivals further classified into business travelers (around 65% of the total foreign tourists) and leisure travelers. The following figures show that business as well as the leisure travelers (both domestic and international) formed major Clientele for hotel in 2007. Global travel increased by 6% in 2007 compared with 2006, crossing tourism forecasts for the fourth year in succession. Among the various regions, the Middle East registered the highest growth in arrival of international tourists with 46 million tourists compared with 41 million in 2006, a growth of 12.2%.The opening up of the aviation industry in India has resulted in exciting opportunities for the hotel industry. Foreign tourist arrival to India have been growing at a 14 % over the past 5 years. However this has dropped to low single digits in the early part of
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H2FY09. at the same time, supply additions of premium segment hotel rooms are expected to grow at 16 per cent. This is expected to have a dampening effect on occupancy rates. The supply surplus in 2009-10 and 2010-11 is expected to pull down average occupancy rates from around 75 per cent in 2006-07 to 60 per cent in 2010-11. And significant increase in average room rate (ARR) The major factors contributing to this growth include stable economy & political condition, booming service industry, FDI inflow, infrastructure development, emphasis on tourism by the central as well as state governments and tax rationalization initiatives to bring down the tax rates in line with the international levels. 1.2Future: The number of tourists visiting India is estimated to touch the figure of 4.4 million. With this huge figure, India is fast becoming the hottest tourist destination in the region. The visitors include business travelers, leisure travelers and persons of Indian origin with foreign passports. Growth is expected to continue over the next few years. It is being predicted that India may achieve an average growth of 12% per annum in tourism for many years to come. Apart from international tourists, the domestic tourist market, including business and leisure travelers, is also flourishing. This market is estimated at around 300 millions tourists per year. The industry also expects a boom in spiritual and medical tourism in the domestic sector at a growth rate of 10% to 15% over the next few years. Growth in tourism will definitely lead to a boom in hotels and restaurants. Though there is a shortage of rooms at present, it is going to be over soon enough, as top international players are heading towards India to establish themselves here. A steady growth of about 10% in new hotel projects is expected for the next few years.

1.3 Trends in Hospitality Sector Trends that will shape the future of hospitality sector are: 1.LowCostCarriers 2.BudgetHotels 3.ServiceApartments 4.Technology 5.LoyaltyTravel 1. Low cost carriers: Travelers in general are more price sensitive to airfare than they are to hotel room rates. Often a low airfare will stimulate demand for travel even if hotel prices are increasing. LCCs are a good option for business travelers, as they have advantages like low costs, more options and connectivity. 2. Budget hotels: More than 50 per cent of occupancy of a majority of hotels comes from the business travel segment. The average room rate (ARR) realized from business travelers is normally higher than from leisure travelers. Heightened demand and the healthy occupancy rates have resulted in an increase in the number of budget hotels. Some of the new players entering into this category of hotels include hometel, kamfotel, courtyard by Marriott, country inns & suites, ibis & Fairfield inn. 3. Service apartments: The concept of service apartments, though a recent phenomenon in India, is an established global concept. Villas in Spain, flats in the UK and apartment complexes in the US have all created a viable market for those who want more than just a room in a hotel. Service apartments are the latest trend in accommodation, offering the comfort and convenience of a home without the
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hassles of having to maintain or look after it. Ideally suited for medium-to-long staying guests, service apartments are a natural choice for corporate employees or expatriates relocating to a particular city, non-resident Indians visiting the country for long spells and foreigners visiting city for long duration. 4. Technology: Travel and technology have become inseparable. Technology is making its own advances with high-tech video conferencing facilities, web cameras and virtual reality mode of conferencing. On-line bookings, e-ticketing, Wi-Fi Internet connectivity, easy access to information, etc. are just a few areas where technology has compeletely changed the way we travel. 5. Loyalty travel: `Today, airline-credit card company tie-ups have brought a whole range of benefits to the travelers. These include insurance cover, upgrades, free tickets, access to executive lounges, and a host of other goodies. The top players in hospitality sector include the following: ITC Hotels Indian Hotels Company Ltd. (The Taj Hotels Resorts & Palaces) Oberoi Hotels (East India Hotels) Hotel Leela Venture Asian Hotels Ltd. Hotel corporation of India ITD hotels

Hotel industry in India

Hotel Industry in India Hotel Industry in India has witnessed tremendous boom in recent years. Hotel Industry is inextricably linked to the tourism industry and the growth in the Indian tourism industry has fuelled the growth of Indian hotel industry. The thriving economy and increased business opportunities in India have acted as a boon for Indian hotel industry. The arrival of low cost airlines and the associated price wars have given domestic tourists a host of options. The 'Incredible India' destination campaign and the recently launched 'Atithi Devo Bhavah' (ADB) campaign have also helped in the growth of domestic and international tourism and consequently the hotel industry. In recent years government has taken several steps to boost travel & tourism which have benefited hotel industry in India. These include the abolishment of the inland air travel tax of 15%; reduction in excise duty on aviation turbine fuel to 8%; and removal of a number of restrictions on outbound chartered flights, including those relating to frequency and size of aircraft. The government's recent decision to treat convention centres as part of core infrastructure, allowing the government to provide critical funding for the large capital investment that may be required has also fuelled the demand for hotel room. The opening up of the aviation industry in India has exciting opportunities for hotel industry as it relies on airlines to transport 80% of international arrivals. The government's decision to substantially upgrade 28 regional airports in smaller towns and privatization & expansion of Delhi and Mumbai airport will improve the business prospects of hotel industry in India. Substantial investments in tourism infrastructure are essential for Indian hotel industry to achieve its potential. The upgrading of national highways connecting various parts of India has opened new avenues for the development of budget hotels in India. Taking
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advantage of this opportunity Tata group and another hotel chain called 'Homotel' have entered this business segment. Hotel Industry in India currently has supply of 110,000 rooms and there is a shortage of 150,000 rooms fueling hotel room rates across India. According to estimates demand is going to exceed supply by at least 100% over the next 2 years. Five-star hotels in metro cities allot same room, more than once a day to different guests, receiving almost 24-hour rates from both guests against 6-8 hours usage. With demand-supply disparity, hotel rates in India are likely to rise by 25% annually and occupancy by 80%, over the next two years. This will affect the competitiveness of India as a cost-effective tourist destination. To overcome, this shortage Indian hotel industry is adding about 60,000 quality rooms, currently in different stages of planning and development, which should be ready by 2012. Hotel Industry in India is also set to get a fillip with Delhi hosting 2010 Commonwealth Games. Government has approved 300 hotel projects, nearly half of which are in the luxury range. The future scenario of Indian hotel industry looks extremely rosy. It is expected that the budget and mid-market hotel segment will witness huge growth and expansion while the luxury segment will continue to perform extremely well over the next few years.

2.1 Some of the main features of the Indian hotel industry include the following.
1) Industry is more depend on metro city The industry is more dependent on metropolitan cities as they account for 75% to 80% of the revenues, with Delhi and Mumbai being on top. 2) ARR & occupancy rate The average room rate (ARR) and occupancy rate (OC) are the two most critical factors that determine profitability. ARR depends on location, brand image, star rating, quality of facilities and services offered. The occupancy rate depends on other seasonal factors. 3) Foreign visitors India is an ideal destination for tourists. Approximately 4.4 million tourists visit India every year. Thus the growth prospects are very high. 4) Multinational hotel In the hotel sector, a number of multinationals have strengthened their presence. Players like Four Seasons are also likely to enter the Indian market in the near future. Moreover, Indian hotel chains are also expanding internationally. A combination of all these factors could result in a strong emergence of budget hotels, which could potentially lower the cost of travel and related cost.

2.2 into 1)

Category

Percentage

The industry can be classified four segments:

5 Stars and 5 Stars Deluxe. These are mainly situated in the business districts of metro cities and cater to business travelers and foreign tourists. These are considered to be very expensive. These account for about 30% of the industry.

2)

Heritage Hotels. These are characterized by less capital expenditure and greater affordability and include running hotels in palaces, castles, forts, hunting lodges, etc.

3) Budget Hotels: Budget hotels cater mainly to domestic travelers who favor reasonably priced accommodations with limited luxury. These are characterized by special seasonal offers and good services 4) Unclassified: These are low-priced motels spread throughout the country. A low-pricing policy is their only selling point. This segment accounts for about 19 % of the industry

Five star & five deluxe Four star

30% 25% 20% 15% 10% 5% 0% Percentage

30 % 10 % 27 % 12 % 19 % 2%
Three star Five star & five star deluxe Four star

Three star Two star Un classified Heritage hotel

Two star
Unclassified Heritage hotel

Scenario of hotel industry:India boasts of the world's highest mountains, miles of coastline with excellent beaches, tropical forests and wildlife, adventure tourism, desert safari, lagoon backwaters, ancient monuments and World Heritage Sites, forts and palaces, and of course, the Taj Mahal. The Indian tourism and hospitality industry has thus emerged as one of the key sectors driving the country's growth. The tourism sector is thriving, owing to a huge surge in both business and leisure travel by foreign and domestic tourists. The boom in India's tourism industry and the surge in tourist inflow to the country have percolated to other associated sectors like hospitality. The revenues for the Indian hotel and restaurant industry in the year 2006-07 exceeded US$ 118.85 million, an increase of nearly 22 per cent over the previous year. The industry is poised for rapid growth and is projected to be well worth over US$ 158.49 million by the year 2010. And with the continuing surge in tourist inflow, this sector is likely to offer tremendous opportunity for investors. For example, while the estimated number of required hotel rooms is around 240,000, the current availability is just 90,000 rooms - leaving a shortfall of 150,000 rooms to be provided. India's hospitality sector is expected to see an estimated US$ 11.41 billion in the next two years, and around 40 international hotel brands by 2011, according to a report by Ma Foi Management Consultants. Moreover, the sector is expected to provide over 400,000 jobs. Along with these large-scale expansion plans, international hotel asset management companies are also likely to enter India. Several global hotel chains see immense investment opportunities in the sector with global chains like Hilton, Marriott International, Berggruen Hotels, and Cabana Hotels, Premier Travel Inn (PTI), InterContinental Hotels group and Hampshire amongst others have announced major investment plans in India with others likely to follow suit.

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Latest Trends Hotels are no longer satisfied with the plain-vanilla room concept but are now getting ready for alternate hospitality formats such as residential hotels, destination resorts, condo hotels, vacation ownership and private residents' club. Four Seasons is developing a destination resort in Puthenkayal, Kerala, which will have 75 villas and also 20 branded, luxury private residences. The resort will be operational by 2012. Nearly 11 per cent of the hotel demand in the country is from long stay guests. The Leela Group is looking at tapping this market. Its property in Gurgaon will have 90 apartments called 'The Residence' aimed at the long stay guests. India's largest real estate player, DLF, is building India's first residential hotel in Goa with the Hilton Group. DLF plans to invest US$ 2 billion to have six hotels on a similar format in the next five years. 2.5 Expansion Plans With India being on the global tourist map and more and more people coming to India for tourism or business, hotels are looking at expansion in a major way. The Taj Hotels Resorts and Palaces in a joint venture with CC Africa, a leading safari operator and ecotourism company from Africa is opening two safari lodges in Madhya Pradesh at Panna and Kanha National Parks. It already has a safari lodge each at Bandhavgarh and Pench National Parks. Marriott, which manages six hotels in India at present, is looking at a steady growth in the number in the next four years. It expects to have 25 hotels by 2011 with room strength of 8,00010,000. EIH, which owns the Oberoi and Trident group of hotels, is looking at opening 10 hotels in India and abroad in the next three years. These include a luxury Oberoi Hotel in Gurgaon to be opened in 2009, a 320-room Trident hotel at

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the Bangalore International Airport to be opened in 2010, and two hotels to be opened in Hyderabad in 2010. Hotels in Hyderabad are on an expansion spree and a whooping 4,000 rooms will be added in the next couple of years. Around 20 major properties including that of Park Hyatt, Trident, Marriott, Leela and Taj among others will effectively double the current capacity of 4,000 rooms across all types of hotels.

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challenges to hotel industry

1. Shortage of skilled employees: One of the greatest challenges plaguing the hospitality industry is the unavailability of quality workforce in different skill levels. The hospitality industry has failed to retain good professionals. 2. Retaining quality workforce: Retention of the workforce through training and development in the hotel industry is a problem and attrition levels are too high. One of the reasons for this is unattractive wage packages. Though there is boom in the service sector, most of the hotel management graduates are joining. Other sector like retail and aviation. 3. Shortage of rooms: The hotel industry is facing heavy shortage of rooms. It is estimated that the current requirement is of 1, 50,000 rooms. Though the new investment plan would add 53,000 rooms by 2011, the shortage will still persist. 4. Intense competition and image of India: The industry is witnessing heightened competition with the arrival of new players, new products and new systems. The competition from neighboring countries and negative perceptions about Indian tourism product constrains the growth of tourism. The image of India as a country overrun by poverty, political instability, safety concerns and diseases also harms the tourism industry.

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5. Customer expectations: As India is emerging as a destination on the global travel map, expectations of customers are rising. The companies have to focus on Customer loyalty and repeat purchase. 6. Manual back-end: Though most reputed chains have IT enabled systems for property management, reservations, etc., almost all the data which actually make the company work are filled in manual log books or are Simply not tracked. 7. Human resource development: Some of the services required in the tourism and hotel industries are highly personalized, and no amount of automation can substitute for personal service providers. India is focusing more on white collar jobs than blue collar jobs. The shortage of blue collar employees will pose various threats to the industry.

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government policy
Government policy To unlock the huge potential in this sector, the government has taken various initiatives for the development of this sector. Launch of Incredible India campaign to promote tourism both in domestic and international markets. Recognition of spare rooms available with various house owners by classifying these facilities as "Incredible India Bed and Breakfast Establishments"', under 'Gold' or 'Silver' category. A new category of visa, "Medical Visa" ('M'-Visa), has been introduced which can be given to foreign tourists coming into India for medical tourism. Ministry of Tourism has tied up with United Nations Development Programme (UNDP) to promote rural tourism. 5.1 Government support: (as per 2008 data) Till a few years ago, the Indian government had a total apathy towards promotion of tourism. In fact, the industry did not find a place in the governments fund allocation. Things have, however, witnessed a change. The government seems to have realized the importance of tourism and is willing to spend towards the development of the industry. The Incredible India campaign is a product of this realization. The focus on infrastructure, modernization of airports, open sky policy, development of new tourist destinations and circuits, more fund allocation towards tourism are some of the initiatives taken by the government to promote tourism. The Indian hotel industry stands to gain from this proactive ness shown by the government.

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Federation of Hotel & Restaurant Associations of India, often known by the acronym, FHRAI, is the Apex Body of the four Regional Associations representing the Hospitality Industry. FHRAI provides an interface between the Hospitality Industry, Political Leadership, Academics, International Associations and other Stake Holders. FHRAI is committed to promote and protect the interests of the Hospitality Industry by actively seeking better privileges and more concessions for the Industry. FHRAI members are always kept abreast with the latest trade information and trends, statistical analysis and reports on various topics that have a direct impact on the Industry, government notifications and circulars. FHRAI helps the Hospitality Industry to grow, prosper and keep in pace with the developments in the International scenario. With more than 3300 members comprising of approximately 2052 hotels, 1016 restaurants, 150 associate members and the 4 regional associations, FHRAI is truly the voice of the Hospitality Industry that brings several million dollars to the exchequer and employs more than 15 million direct workers. Secure for the hotel industry its due place in Indias economy; project its role as a contributor to employment generation, and sustainable economic and social development; highlight its crucial role in the service to tourism industry as the largest net foreign exchange earner; help raise the standards of hoteliering and to build an image for this industry both within and outside the country. 5.2 Step taken by hotel association of India to grow hotel industry Having established itself in 1996, with the objective of securing for the Hotel Industry its rightful place in the Indian Economy, Hotel Association of India in a short period of time has succeeded in creating a strong platform to voice the concerns and the aspirations of the Indian Hoteliers.

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In less than a decade of its existence, the Association has several notables to its credit. Some landmark achievements are enumerated as follows: 1. Export house status for tourism and hospitality industry 2. Tourism export promotion council. 3. SARRC Hotel Association established international code of conduct to govern relations between hoteliers, travel agents and tour operators 4. Legal 'first' for hotel industry. 5. Surveys on the impact of travel advisories in hospitality industry 6. Setting up of confederation of Indian travel and tourism industry 7. Making Indian hotels disabled friendly. 8. Fiscal benefits to the hospitality industry. 9. Re-structuring in hospitality business 10. World tourism day celebration. September 27 is recognized as the World Tourism Day. While all hotels celebrate it, 11. member service HAI provides various professional services to its member hotels. These services include but are not limited to: Information bulletins. Directory of Hotels - the first hospitality industry magazine of its kind in India; Hai directory of hotels

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Brief about Hotels

8.1 Brief about Taj Hotel in Ahmedabad

Taj Hotels, Resorts and Palaces, today a global hospitality chain with over 75 properties in over 60 locations, has been a steward of social responsibility since its founding in Mumbai, India, in 1903. As part of Indias premier business house, the Tata Group, Taj Hotels and its holding company, the Indian Hotel Company Co Ltd, are committed to serving its many local communities by furthering education and skills training, particularly among rural populations; preserving Indian art, culture and wildlife, and promoting sustainable, environmentally sound operations. In an endeavour to reinstate its vision and efforts to boost sustainable tourism and integrate environment management in all business areas, Taj Hotels Resorts and Palaces presents EARTH (Environment Awareness & Renewal at Taj Hotels), a project which reiterates the conscious effort of one of Asias largest and finest group of hotels to commit to energy conservation and environmental management. EARTH has received certification from Green Globe, the only worldwide environmental certification program for travel and tourism.

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About Green Globe Green Globe is the international benchmarking and certification programme for the travel and tourism industry based on the Agenda 21 principles for Sustainable Development endorsed by 182 Heads of State at the United Nations Rio Earth Summit in 1992. . Green Globe, is the only worldwide environmental certification program for travel and tourism with participants in more than 50 countries Green Globe is managed by EC3 Global, a subsidiary of the Sustainable Tourism Cooperative Research Centre. Taj hotel started in Ahmedabad in 2001. it is the 8 years old hotel in Ahmedabad. In India there are 67 hotels of taj. In taj Ahmedabad employee They have 170 employee. 1 G.M. 9 Accounting House Keeping Security G.M. (A.H.K.S.G.M.) 10 Top Level 15 middle level 135 are employee staff. Staff facility Canteen facility Lunch & dinner Morning tea They deduct 5 Rs. Per day charge from the salary of employee for the staff facility. Training mgr. is sumit goyal

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Employee Shift in taj hotel Morning 6:30 to 2:30 Noon Night 2:30 to 10:30 10:30 to 6:30

Future plan of Taj hotel The Indian Hotels Company Ltd (IHCL), of the Tata Group will launch hotels in Vadodara, Ahmedabad, Rajkot, Surat and six other cities in Gujarat to cope with the ever-increasing demand in hospitality industry. Prabhat Pani, chief executive officer anddirector of Roots Corporation Ltd, a subsidiary of IHCL, said that one hotel has already been launched in Vadodara while another Ginger hotel will be opened in Ahmedabad followed by Surat and Rajkot. The 96-room hotel in the city is the 11th hotel that Ginger has added to its growing chain across the country which includes hotels in Bangalore, Pune, Haridwar, Bhubaneshwar, Mysore,

Thiruvananthapuram, Durgapur, Nasik, Agartala and Puducherry.

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8.2 Brief About Ginger hotel

Gujarat's industrial city has a long and tenuous history behind it, making it an attractive destination for both business travellers and tourists. Ginger Ahmedabad is located 30 minutes from the airport and the railway station, right behind the famous Himalaya mall. There are a variety of hangouts nearby, with the Drive-In theatre being the most frequented. Ginger is just a five-minute drive from the SG (Sarkhej Gandhinagar) Highway, which houses other famous malls like Iskon, Gallop, and Fun Republic. Yet another attraction, the Vastrapur Lake, is only 5 minutes away from the hotel. With 94 well-furnished rooms, Ginger Ahmedabad will have all the special features of Smart Basics such as Smart space, Safe zone, meeting and conference room, gymnasium and self check-in kiosk, geared to make your stay comfortable and pleasant. Ginger hotel was started on 15th November 2008. This hotel is also introduced by the TATA group. This is a three star hotel. This hotel is specially targeted to the business client people only. Ginger is tie-up with home inn hotel which is the china hotel. Ginger utility Ginger brings you accurate weather forecasts for two successive days for all our hotel destinations. And what's more, you can walkthrough the city's streets and look up hang-out and tourist spots with the new Google maps facility. value added services Taxi and traveller's van service Doctor on call
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Check-in, check-out 12 noon Security In keeping with our heightened security procedures we request you to provide your photo-identity proof while checking-in. Foreign nationals are required to present their Passport and valid Visa. Indian nationals can present any one of these, which is mandatory: Passport, Driving License, Voter ID card, PAN card or Credit / Debit / ATM card bearing the holder's photograph Shifts in Ginger hotel Morning General Night 7:00 to 11:00 9:00 to 6:00 10:00 to 7:00

Afternoon 2:00 to 10:00

There are approximately 40 to 45 employee in the hotel Organization structure of Ginger hotel G.S.A. Assistant Officer

Employe e

Employee

Employe e

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Things that make you go yum, yum!

Ginger has tied up with The Harbour Market, at Ginger Puducherry and Sayagi at ginger vadodara The Harbour Market at the square meal in Puducherry, a multi-cuisine restaurant by Mohanlals Taste Buds Restaurant, specialises in coastal cuisine. Sayajis Buffet Junction at the square meal in Vadodara, the only all-day buffet venue in the city, allows you to choose from an assortment of vegetarian and nonvegetarian dishes for breakfast, lunch, evening snacks and dinner. Future plan of ginger Currently in India there are 16 ginger hotels & they want to open open other 9 hotels in next coming future.

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Ginger sees room for 10 more hotels Part of the USD 62 billion Tata Group Roots Corporation Limited , which owns the Ginger brsnd of budget hitels plan to invest around Rs 100 crore in Gujarat over the next five years. The company is riding on the growing opportunities for budget hotels amidst current slowdown . Gujarat has a lot of business travel happening in cities like Ahmedabad and Vadodara . Contrary to common perception, corporates dont stop travel completely but cut down on cost and go for budget hotels . in such a scenario , our Ginger hotels have huge scop and therefore we plan to widen its reach in Gujarat, said Prabhat pani , chief executive officer of Roots Corporation Limited . According to pani ,the company will be investing between Rs 10 crore and Rs 15 crore on an average on a Ginger hotel and plans to have such 10 hotels in Gujarat in the next five years . In its efforts to gain firstmovers advantage in the organised budget hotels market , Roots Corporation Limited is planning more such Ginger hotels in cities like Surat,Rajkot and Jamnagar. Having launched 16th hotel of the company in Ahmedabad and plans to add three more by the end of the financial year 2008-09. We plan to tack the total number of hotels to 30 by 2010 . The idea to increase our footprint as much as possible by 2010 as several events including commonwealth Games will be taking place in the country, said pani. The cumulative investment on hotels by the company so far has brrn of around Rs 300 crore. With an average size of 100 rooms per hotel , Ginger hotels carry 3-star category and offers competitive rates of Rs 1000-2300 per room . We ofer much better prices than our contemporaries like Hometel , Ibis and lemon Tree, added pani .

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8.3 Brief about Sarovar portico Hotel

hotels are full service international quality 3 star hotel brands. The accent is clearly on a very high level of functionality. Portico hotels comprise a 24 hour world cuisine eatery, and a modern resto-bar, in addition to meetings and functions facilities of moderate capacities. Sarovar Portico hotels are clearly distinguished by superior levels of manpower training, with people competencies vastly superior to competition hotels. Sarovar Portico Hotels are currently present in Ahmadabad, Lonavala, Indore, Hyderabad, and Chennai. Kochi, Manali, Shirdi, Goa and Badrinath and under development at Siliguri.

Future Openings Ahmedabad Park Plaza - Ahmedabad 111 Guest rooms and suites. Multi-Cuisine Restaurant. Meeting and Banquet Facilities Business Centre Laundry Health Club Wi-Fi Service

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PRODUCT
"Product is anything which is offered to customer for attention, acquisition and consumption which will satisfy the wants and needs of the consumer." In hotel their main product is rooms, food & basic facilities. We can classify this product in two types. 1) 2) Tangible Product Intangible Product

1) Tangible:Tangible product means that which we can see or touch. Which is last longer time period? In hotel there is room, gymnasium, swimming pool, towel, bad, soap, shampoo this all things are tangible goods. Which are provided by the hotels? Tangible goods normally consumed in one or few uses. These goods are consumed quickly & purchased frequently. Hotel have their main product is room &food & basic facilities. 2) Intangible:In the intangible goods, it we can not see, touch but we can feel it. This is not for last longer .services is also intangible in nature .In hotel services are welcome, communication, respect this all product is intangible. Services are intangible insapreble, variable &perishable products.

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Environment affect to the hotels in India:(1) Arrival of more foreigners: How environment affect to the hotel industries .which type of environment India have & on which way hotel industries will increase in India .India is developing country. In India the places o for tour is now day increases. So foreign people may come in big strength .so hotel industries will grow up. They get maximum foreign consumer. So environment is affect with the industries. (2) Different-different type of customer: Consumer views are always changed or fluctuate. They have their own view about hotel facilities. Which type of customers & which type of facilities they get? So they different views about hotel industries. Higher class consumer wants higher class facilities from the hotel. (3) Income is increasing: In India hotel industries will increase way because India is developing country .Its economy will increasing people have increasing income? In India, peoples income is increasing. So development is in positive way. (4) More youngster: In India the ratio of youngster is highest in the world .their income is also increasing so economy is also growing up so country also grow so hotel industries is also grow up in India.

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(5) DINKS (Double Income No Kids) In India there is concept of DINKS means that double income no kids. It means increase in income of people but they dont waste money or they dont spend more in the expenses .they believe in saving or increase their income. (6) India people is also believe in life compensate: They have their own view for the income. So there will be growth in economy .In this way hotel has positive way to increase the services or services quality. (7) More corporate are coming up: In India marketing is vary increasing way. Incorporate world many people have connected. They have corporate crowd about the industries.

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Level of the product

(1) Basic product :Basic product means basic needs of consumer which is satisfied by the product .In hotel basic product is rooms, food, cleaning ness. The fundamental services that the customers are really buying. Hotel guest is buying `rest &sleep. The second level, marketer has to give core benefits into basic product. Thus a hotel room includes bed, bathroom, towel, desk, dresser, and closet. This all product is basic product which must be required every customer expected basic product in hotel. For example: In Sarovar portico Their basic product is 6 types of rooms i.e. Standard, superior, deluxe, studio suit, executive suit, ground suit. They are providing food which is their own. They have 69 rooms & suits .In every room clean bed, single &double bed as per customer choice, fresh towels, working lamps, and desk. This all are basic product is given by the Sarovar portico. In Neelkanth hotel Their basic product is 5 types of rooms. That is A/C deluxe, suite, non A/C suite a/c Maharaja, A/C honeymoon they are provide food facility which in some hotel they gave in like in neelkanth Sahara there are food facility is on contract base. They have total 250 rooms with a/c &non a/c. In every room consider clean & bad wase fresh towel, purity water, and desk. This all basic product they have.

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In Taj Hotel In this hotel there basic product rooms types is 5types rooms are available That is pool suite, executive, deluxe, pool view & garden room .This is main basic types of rooms. They are providing food facilities which are excellent facilities. It is their own. They have 91 rooms in this hotel their basic product is clean bad, fresh towel, shampoo, soup, body lotion, mineral water this all facilities are given by this hotel. In Ginger hotel In ginger hotel they have only one type of room that is standard room. They have 93 rooms. In host inn In this hotel the basic product is executive room, deluxe room, super deluxe room, they have 36 rooms in that hotel. (2) Expected Product:Expected product means a set of attributes, features that customer except when they get or purchase the product. Hotel guests expect a clean bed, fresh towel, working lamps, & a relative degree of quite because most hotels can meet this minimum expectation. The traveller normally will settle for whichever hotel is most convenient or least expensive. In expected product that will analyse that which type of facilities &services are expected by customer in that product.

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For example:In neelkanth They are providing basic facilities or which the customer has expected according to that the hotel is providing services. They are providing clean rooms, hospitality services, food &also fresh water they are also providing them a peaceful atmosphere for the consumer. They have their own restaurant also that patang. The all expected product is available by the all the branches of Neelkanth Groups Of hotels. In Sarovar portico They are give them a clean bad, room, facilities, food or ma other product which customer needs. They are also providing reading, Desk lamp, fresh water, clean bathroom with soap shampoo etc. In Taj hotel They are provide customer a better facility like fresh food , clean room , mineral water also basic product which is expected by the customer .They are provide best facility to the customer they have their own food or kitchen so every customer have their own choice & view. In Ginger hotel They provide service for only the business client people they provide good food as per the choice of customer veg. & non veg. both. They have not there own kitchen. They have gym. Facility, conference hall facility In host inn hotel They also provide good & clean room, mineral water facility, they have there own kitchen. food facility,

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(3)Augmented Product:Augmented product is a product which exceeds the customer .Expectation to attract more & more customer & to create on augmented product company should involve into customer helps to prepare & provide superior customer experience. Product augmentation leads the marketer to look at the users total consumption system. The way the user performs the tasks of setting & using products & related services. Each augmentation add cost augmented benefits soon become expected benefits. In hotel guests expect a remote control television set. This means competitors will have to search for still other feachers & benefits. As companies revise the price of their augmenter product some competitors offer a stripped down .Version at a much lower price. Thus alongside the growth of fine hotels like emergence of lower cost hotel & motels .catering to clients who simply wants the basic product.
The augmented product of hotels is as follows.

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For example: Sarovar portico hotel It has their augmented product is travel desk, pick up & drop facility, pink services, Airport transfers Shalimar facilities in banquet & conference hall facilities. This all facilities are augmented facilities for the hotel .All customer want augmented product & they have to pay entry charges for entering in the hotel. Banquet & conference: Venue Shamiana Mandap Durbar 1 Durbar 2 Theatre seating 500 175 100 90 U shape 120 60 50 30 Class room Reception/cocktails 150 80 70 50 1000 500 350 250

Taj hotel They have their augmented product is pick up facilities from railway station &airport .They also provide vehicle for the tourist. Banquet hall &conference room for meeting, parking facilities. They have three types of banquet hall which are gokul, dwarka, & Mathura hall. This all the augmented product, they have to change &the customer vary attract from this type of product. In Ginger hotel They have pick-up facility, good parking facility, they provide bath kits to the customer, they provide LCD T.V. facility, the square meal restaurant, laundry facility etc

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Neelkanth group hotel They have their augmented product is good staff, television facilities, telephone, banquet hall &conference room also provided by them. They are providing also water, towel, soap, shampoo, bathroom freshener, etc. This is augmented product is to attract the customer. In host inn hotel They have television facility, banquet hall facility of 160 people capacity, they also providing bath kits to the customer. (4) Potential product:Potential product is a product which is combines all the possible up gradation &transformation into the product might launch in future. In this companies search for new ways to satisfy the customer with new variety of product. Users create their own cereal blend from ingredients that meet their specific testes, health needs; one woman receive her cereal packages with cornflukes, and slice almonds, bread &fruits etc. Hotel remembers guest preferences and assigned rooms with those preferences in the mind .they empower to make employees to take decisions. &provide training to tackle with customers problems and provide the best solution to them. They review the services delivery process to imagine everything that would go wrong and then take preventive steps.

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Tourism is the basic and the most desirable human activity describing the praise and encouragement of all people and government. Hotel industry is an essential part of tourism. The expansion of tourism is well inevitable bringing out development of the hotel industry. Hotel industry is so closely linked with the tourism industry that it is responsible for about 50% of the foreign exchange earning form tourism trade and enterprises. The rising volume of tourism influx brought into light, the shortage of hotels in important tourists centers. Keeping in view the changing standards in the international hotel keeping. The Indian industry to make a number of improvements. Its not enough to have adequate hotel accommodations, it is equally necessary to have at various levels, low priced, moderately priced, high priced, and a few luxury hotels. Hotels may be categorized depending upon factors such as: Locations Categorization according to plan Categorization according to number of rooms. Categorization by type of clientele. Categorization by the length of stay of guests. Categorization by the facilities that the hotel offers.

The devaluation of the Asian currencies, the Kargil issue and the parliamentary elections had affected growth in the tourism industry. The situation is gradually moving back to normal with the tourist arrival figure marginally increasing from 2.3mn in 1997 to 2.5mn in FYOO. The industry is growing at a rate of 9%. With the political and economic stability being more clearly visible, both tourists as well as business arrivals are likely to gather momentum in the remaining part of the year. The Indian hotel business focuses largely on foreign tourists with only 30% of the business coming from the domestic business and the leisure travels. The tourist arrivals in India are seasonal in nature, with the best season being from September to December followed by a steep fall till May. The period June to September gains momentum once the monsoons are over. The slack season is generally used for renovation work and the period is characterized by discounts to attract clients. High capital expenditure acts as an entry barrier in the industry with the availability of prime land at economically viable rates being a major constraint. The gestation period is long and break even normally takes five to eight years to happen. Due to this the established players

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like Indian Hotels, E.I.H, etc. have an advantage over foreign majors as they already have well establishments at prime locations. India was late to wake up to the potential of tourism as an industry that is not just an earner of previous foreign exchange but also one that could generate a lot of employment through horizontal and vertical linkages. The importance and significance of tourism could be understood from the observation of UNESCO, which says, "tourism is a traditional instrument, which enables culture to the rehabilitated and made know to the rest of the world". It is said it's a smokeless industry and has become second to the petroleum industry in world trade. This great importance was formally acknowledged when the XXIU.N General assembly designated 1967 as international tourist year with a unanimous resolution recognizing that "tourism is a basic and most desirable activity deserving the praise and encouragement of all peoples of government". When traveling away from home, tourist comes in contact with the places they visit with their inhabitants and social exchange takes place. Their presence and social background affect the social structure and mode of life at the destination. Tourists are in turn affected by the experience and and often carry back home with them, new habits and new outlook on life. Tourist has great educational significance. Contact between people of different races and nationalities widen ones outlook. Tourism, whether domestic or international has common economies significance in the sense that money earned in places visited large sums of transferred to the host economies where this money provided a source of income, a means of livelihood and amenities for the resident population. Purchasing power is generated in the receiving areas through the expenditure of visitors. Money received is spent and resent and this multiplier process the host country is a beneficiary. International tourism is of great importance in international trade in the sense that it enters into the balance of payments of accounts of individual countries generating tourist traffic and export for countries receiving tourist traffic. For many countries is a major item in world trade. These countries exhibit faster growth in tourism than in trade of goods. Domestic and International Tourism Usually, a distention is drawn between domestic or internal and foreign of international tourism. In domestic tourism people travel outside their normal domicile to other areas within the country. Barriers like language, currency and documentation are not in the domestic tourism. But in India, since difference estates have different languages, ones own language

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may not serve a medium of communication. Domestic tourism has no balance of payment implications. When people travel to a country other that which they normally live in is known as international tourism, the distinction between domestic and international tourism is now diminishing. The reasons being: Language barriers are reduced by improving language skills Currency and customs unions are developing in many European countries. With globalization the free movement of people is growing.

Considering the greater multiplier effect in domestic tourism, domestic tourism would have received greater emphasis in India. Reliable data on the growth of domestic tourists traffic are not available as not extensive survey has been conducted on a national level by any agency, government or otherwise not given the numerous festivals celebrated throughout out the year, the innumerable tourist's centers in the country, the geographical expands and the resource constraints, estimates of documents tourists' traffic through an executive survey is considered impossible. Domestic tourism if considered separate from the travel for religious and commercial purpose. It is a post-independence phenomenon. Industrial growth, improvement in the standard of living, rise in disposable income and most importantly the improvement of tourist infrastructure search as hotels, air, train and road transport has contributed to the impressive growth in tourist traffic. The definition of a domestic tourist is a person who travels within the country to a place of residence and stays at hotels or other accommodations establishments run on commercial basis or in dharmashalas, sarais, chaultries etc. for duration of not less than 24 hours. The factors that govern the magnitude of domestic tourist traffic are the religious and cultural importance of a place. The extent of manufacturing, business and trading activity, the climatic conditions, the infrastructure facilities available and the geographical location etc. the current rough estimate of domestic tourism in India is ten million a year. Tourism Planning in India The outlay for tourism development was Rs.8 crore in the third plan Rs.186.46 crores in the sixth plan and Rs.326.16 crores in the seventh plan. It was during the sixth plan that a tourism policy was formulated and presented before the parliament. The sixth plan is an objective envisages optimum use of infrastructure, regionalizing tourist traffic and increase in accommodation and so on. However, the plan turned out to be a very mere blue print for action for tourist development. 37

The seventh plan (1985-1990) set a target of 1.5-million tourist arrival by 1990 and 3 million by 2000 AD. It also recommended according industry status to tourism in order to encourage private sector investment in tourism. It was also recommended that public sector would focus on basic infrastructure development, and the private sector would be in encouraged to develop tourism. For the first time domestic tourism was sought to be encouraged for promoting social and cultural cohesion and employment generation. The national committee on tourism presented a comprehensive report in 1988,which provided the basis of a long-term perspective plan for tourism in the country. The committee set a growth rate of 7% per annual for international tourists. Arrivals by 2000 AD. Recommendations also included the following: 1. 2. Set a tourism finance cooperation to extend financial assistance for tourism project. Developments of select tourist destination and circuits diversification of tourism

arrival of cultural destination to the leisure and holiday tourist. 3. 4. Markets, exploration and development of new tourism generating center. Increase the hotel accommodation by cent percent by stimulation investment through

appropriate package of incentives. The committees major recommendation expects that of setting up a national tourism board wherein accepted. In April 1989, the tourism finance cooperation of India was set up. A working group of the state tourism secretaries in July 1985 identify incentives for the industry. About 14 states and 3 union territories have declared tourism as an industry however, despite the efforts during the seventh plan for diversification of tourists for cultural destinations to the leisure and holiday destination, India still remains as a cultural destination. Budget outlays where diverted towards facilitating trekking development of beach resorts, building shopping plazas, wildlife tourism, facilities for conference is skiing etc. It is reported that the profile of the average overseas and domestic traveler is changing. In the current plan period as well one of the principal thrust areas would be modification of the Indian tourism product by adding the concept of India. As an adventure and leisure tourism destination to the present cultural tag. Trekking, winter and water sports wild life and health tourism will remain as the major thrust areas in the forth-coming area.

Operational Aspects Of The Park Hotel INTRODUCTION TO THE HOTEL INDUSTRY

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According to the British laws a hotel is a place where a "bonafied" traveler can receive food and shelter provided he is in a position to for it and is in a fit condition to receive. Hotels have a very long history, but not as we know today, way back in the 6th century BC when the first inn in and around the city of London began to develop. The first catered to travelers and provided them with a mere roof to stay under. This condition of the inns prevailed for a long time, until the industrial revolution in England, which brought about new ideas and progress in the business at inn keeping. The invention of the steam engine made traveling even more prominent. Which had to more and more people traveling not only for business but also for leisure reasons. This lead to the actual development of the hotel industry as we know it today.

Hotel today not only cater to the basic needs of the guest like food and shelter provide much more than that, like personalized services etc. Hotels today are a "Home away from home". CLASSIFICATION OF HOTEL Hotel can be classified into different categories or classes, based on their operational criteria. For example the type of accommodation they provide, location of the property, type of services provided, facilities given and the clientele they cater to can help categories hotels today. Operational Aspects Of The Park Hotel Hotels today are basically classified into the following categories: 39

1 Market segment: Economy / limited services hotel Mid market hotel All suite hotels Time-share hotels Condotel / Condiminium Executive hotels Luxury / Deluxe hotels Property type: Traditional hotel Motels Bread and break fast inns Commercial hotel Chain hotel Casino hotel Boutique hotels Resorts o Spa's o Conference resorts 2 According to size: Small hotels [150 rooms] Medium hotels [up to 299rooms] Large hotels [up to 600rooms]

Other classification can be based on: a) b) c) d) e) f) g) h) i) Market segment Property type Size Level of services Owner ship and application Plans Type of patronage Length of guest stay Location etc ...

MARKET SEGMENT

Economy hotel: It provides efficient sanity private rooms with bath. The furnishing and decor are acceptable to majority of travelers. Food and beverage service may or may not be available.

Mid market hotels:

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They offer comfortable accommodation with private on premises bath. Food and beverage services and uniformed bell staff. They offer above average luxury.

All Suite hotels: It offers separate sleeping and living areas along with a kitchenette and a stocked bar, and offer class service.

First class hotels: They are luxury hotels with exceptional decor better than average food and beverage service, uniformed bell services. They often have 2 or 3 dining rooms, swimming pool, spas etc.

Deluxe hotels: They are better and offer more specialized services than first class hotels. They also provide limousine services. PROPERTY TYPE

Traditional hotels:

They have the basic concept of rooms with break fast, bell desk services and the other usual services.

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Motels: They are located on highways. Guest is given parking right outside their rooms. The usually have a gas station / workshop attached to them.

Resorts:

They are usually situated in tourist locations like on rivers, mountains, jungles, or the sea. They give more privilege to sports activities leisure and re-creation activities like manages, sightseeing, adventure sports, etc.

Resident hotels: Where guest stay for longer duration, stay like weeks, months even years. Casino hotels: They are hotels usually in tourist spots and mainly cater to people who are on holidays. Casino hotels like the name suggest offer gambling facilities along with accommodations.

SIZE Small hotel - up to 150 rooms Medium hotels -150 to 299 rooms Large hotels - 299 to 600 rooms Extra large hotels - above 600 rooms

LEVEL OF SERVICES: World-class services:

They target top business executives and provide service s that cater to needs of such people like lap tops in the rooms, business center, sectarian services.

Mid range services:

They appeal to the larger segment of traveling public [tourist]. The services provided by the hotel are moderate and sufficient to budgeted travelers.

Economy / Limited services hotel: They provide comfortable and inexpensive rooms and meet the basic requirement of the guest. These hotels may be large of small in size depending on the kind of business they get. The key factor behind the survival of these hotels is that they are priced very low and are in the budget of most of the travelers.

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OWNERSHIP AND AFFILIATION:

Independent hotels:

They have no application with other properties. They have their own management and are single properties with one owner.

Chain hotels: They impose certain minimum standards, levels of service, policies and procedures to be followed by their entire establishment. Chain hotels usually have corporate offices that monitor all their properties and one management runs these properties. That is all the hotels under the chain are completely owned and run by the chain itself.

Franchisee hotels: The franchisee grants the entities, the right to conduct business provided they follow the established pattern of the franchisee, maintains their standards, levels of service, practice their policies and procedures.

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AWARDING OF CLASS: Awarding of class is done by the HRACC in India. These are a few things listed down that are taken into consideration while awarding star category to any hotels. Number and types of rooms the hotel has Elegant and comfortable surroundings Rooms efficiency Cleanness and sanitation Staff size and specialization Range and level of services Number of Restaurants Bars and Beverage services Concierge services Accessibility to entertainment Availability of transportation Spa and swimming pool facility Reservation and referral services. Star category of hotels [India] One star [*] Two star [**] Three star [***] Four star [****] Five star [*****] Five star deluxe [***** deluxe]

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THREE STAR CATEGORIES: For a hotel to be recognized as a three star property the architectural features and general features of the building should be very good there should be adequate parking facilities. At least 50% of the rooms must be air-conditioned. Also the ambience and decor of the place must be ecstatic. They should provide reservation and information facility apart from reception, information, bell service at least two gourmet dining facility should be available. The establishment may or may not have banqueting facility. They should provide high levels of personalized services. The staff must be well-trained and proper standards for hygiene and sanitation must be followed. Also all properties have to keep in mind that proper waste management is done. FIVE STAR CATEGORIES: Five star category is only allotted to properties, which have all the qualities of a three star property and a few additional. Like the entire property must be centrally air-conditioned. The building of the property must be an attractive one. All the rooms must be spacious. The property must have proper banqueting facility, business center. Proper and well-maintained pool and health club a spa is optional. The property must have 24 hour coffee shop, round the clock room service, a bar, and a minimum of 1 gourmet restaurant. The staff must be highly trained and a degree of specialization must be shown. State of art Equipments must be used and the facility provided in the rooms must be sophisticated. FIVE STAR DELUXE CATEGORIES: They are more or less like five star properties with the only difference is that they are on a larger scale. Five star deluxe properties maintain a very high staff to guest ratio and very high levels of service is maintained. They in addition to five star properties have 5 to 7 dining rooms, a bar, 24-hour coffee shop, banqueting facility. Spas, fitness centers, business centers etc Oak Rooms: Banquet halls with state of art audio and video equipment. Can accommodate up to 200 people for a formal gathering. Blue Box: A private screening room, used for screening of movies and meetings. Can accommodate up to 30 people. Aqua Zone: The health spa with a fitness center and private treatment rooms. The gym has two treadmills, a cross trainer, aerobically, multi gyms, free weights, sauna and steam rooms.

The Box:

A gift shop for contemporary and luxury designer items. 46

TARIFF INR USD Deluxe Room 7000 200 Deluxe Balcony Room Deluxe Terrace Room 8250 Luxury Room 9000 250 The Residence 10000 300 Terrace Suite 14000 350 Premier Suite 17000 365

EURO 160 8000 225 235 188 200 240 280 300

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Expenditure tax 10% and Luxury Tax 12% The above rate would be inclusive of buffet breakfast The hotel has an unusual and distinctive design element, attention to luxury, comfort, intimate touches and personalized service this is what the Park brings to Bangalore - the four story pristine white structure with a cobbled drive way belies the luxury and flamboyance of its interiors. The hotel is a suspended fusion of vibrant colures and landscapes of Indian ethnicity and international eloquence makes the Park a unique 109-room boutique hotel in India. The Park symbolizes style, eloquence and grandeur. The designs that adore the hotel are the creations of Conran and Partners, UK. The Park Bangalore reflects a fusion between the rich cultural heritage of Karnataka and the fast moving IT savvy Karnataka today. Upon entering the hotel one would find extensive use of silk and wood the carving in the lobby is inspired by the 'HOYSALA' art of Karnataka. The lobby of the hotel is linked to rest of the ground floor of the hotel by a vista of marble clad openings. It seems like the lobby flows into the coffee shop Monsoon, the coffee shop into the library and so on.

FRONT OFFICE The mere mention of the word hotel conjures up exciting images, a busy lobby filled with international dignitaries, celebrities, and large exceptions, business person, family vacationers, etc. The excitement that you put in a hotel lobby is something one will remember forever in his/her career. This is the beginning of understanding the concept of providing hospitality to guests. As we begin to grasp the principles of a well-operated hotel, we discover the important role the Front Office plays in keeping this excitement intact. The Front Office is the nerve center of a hotel property. Selling of rooms, communication and accounting are the most important function of the front desk employees. Executive 47

communication with guest's employees of other department within the hotel paramount is projecting a hospitable in projecting a hospitable image. Answering guest inquiries abut hotel services and other guests, marketing and sales department request for information on guest run availability and housekeeping department inquiries concerning guest reservation are same of the routine tasks performed almost constantly by a hotel font office in its role as a communication hub. The accounting procedures involving charges to registered and non-registered hotel guests accounts are also very important in hospitality field. Itemized charges are necessary to show breakdown of charges if a guest questions a bill. The very fact that role of general manager contributes to more than 50% of the revenue makes the front office of a hotel a position of great importance. The profit percentage from the sale of rooms is very high. In addition to this it plays a role of image building for the hotel, as it is the first and last paint of contact of the guest. If one talks notice of each component of the role of the front office, one could have a better perception of the department. Front office is the nerve center of the hotel. The guests get a first impression about the efficiency of the hotel through the front office. The front office desk is usually the focal point of activity for the front office and is prominently located in the hotels lobby. The front office staff has more contact with guest than any other hotel staff. A hotel derives it major income from the sale of rooms to guests who are seeking accommodation in a specific location. General managers are perishable commodity because a room not sold on a particular day is a loss to the hotel. Hence the primary task of the front office is to maximize reservation and optimize occupancy. Guest comes to the front desk register and receives room assign to them, to inquire about available services, facilities and information about other cities, or surrounding areas. The front office often serves as the hotel control center for guest requests concerning housekeeping. Also it becomes the base of operations during emergency such as fire or injury to guests.

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Layout Of The Lobby At The Park Hotel Main Entrance Bell Desk Chairs And Tables Sofas The selling of room is done through a systematic method of reservation, registration and assigning of rooms. In general the functions of the front office includes: Selling and assigning of rooms to guests. Providing information about the hotel and surroundings. Planning accurate room status information. Shift timings of the front office department: Morning Shift is from 7 a.m. to 4 p.m. Afternoon Shift is from 1 p.m. to 10 p.m. Night Shift is from 10 p.m. to 7 a.m. Function of the front office department at the Part, Bangalore include 1. To sell guest room. Accept and process reservations. Handle walk-in. Perform registration. Assigning of room 2. Provide information on hotel service Concerning internal hotel operations About external events and locations. 3. Coordinate guest service Act as a liaison between front and back office area. Handle guest problem Currency exchange. Handling guests calls, mails and managers. 4. Chart room status Coordinate room status with housekeeping Occupied On change. Out of order. Vacant. Departure. 5. Maintain guest account Construction of guest folios. Pasting charges onto the folio and updating the folio. Supervision of credit levels. Documentation of guest transaction. 6. Settlement of guest account Settlement of guest folio. Perform check out procedure 7. Construct guest history Record the guest personal data for future reference to marketing.

The following sections of the front office carry out the above-mentioned operations: Reservation Reception 49

 Information Bell desk Cash Telephones Hospitality desk (Guest Relations) Hierarchy of Front Office Department

Front Office Manager.

i Night Auditor Duty Managers Supervisors

Telephone Operator

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HOUSEKEEPING INTRODUCTION
In The Park, the housekeeping department is one of the key departments and employs a large no. of people. The housekeeping department has the great responsibility of taking and upkeep of the various departments and different areas of the property and covers a wide area. It coordinates with other departments to ensure the smoother functioning of the establishment. Though it is not a direct source of revenue, its contribution to the operation of the hotel is critical and cannot be ignored. It is the housekeeping department, which makes the stay of a guest in the hotel 'comfortable' by creating a warm and homely atmosphere. It caters to the guests requirements and provides the necessities in the right shape and order. After the front office, this is the most important area which creates a long and lasting impression upon the guest and can influence the guest to patronize the particulars hotel time and again. An incomplete housekeeping department of any hotel can detract guest & loose clientele & Consequently the revenue. So, the housekeeping department in a hotel is responsible for the cleanliness, maintenance and aesthetic upkeep of the hotel. The role of housekeeping is to keep clean, comfortable and safe house. AREAS COVERED UNDER HOUSEKEEPING DEPARTMENT 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. Housekeeping Control Desk. Guest Room. Public Area. Linen Supply / Room. Laundry. Uniform Issuing Room. Horticulture Florist. Lost and Found. Stores.

Front Office: The work of the two departments is closely allied and each must understand the other problems. The front office should inform the housekeeping in advance regarding required rooms other special in advance regarding requirements. Of rooms other special in advance regarding rivals departure of the etc. the department should try to keep the rooms ready as

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soon as possible. Housekeeping department informs the front office regarding list well found property. Maintenance and Engineering Department: In the course of the day the assistant housekeeper find many items requiring attention, such as dripping taps, leaking pipes, fused bulbs or AC and working on should report these faults immediately into the maintenance department immediately remedy comes for all such problems if good relations and between the two departments. Housekeeping department forms the maintenance of all minor reports required before a major breakdown occurs. Food and Beverage Department: Cooperation is required with regard to linen used in restaurant. The linen keeper should ensure sufficient stock of linen for restaurant & their timely supply. The restaurant manager should ensure to misuse of linen. Security Department: The housekeeping staff bears heavy responsibility of guest their belongings and the hotel as a whole in concern. This must be made aware to member of the housekeeping staff. Cooperation here will be mainly concerned with the prevention of fire, thefts etc. Laundry: Some hotels maintain their own laundry and other operators. In other cases, close team is necessary. The housekeeping department can facilitate the exchange by asking for easy identification and strong out badly stored linen. During full occupancy needs a turnover linen from the laundry. Purchase Department: The department usually buys all the cleaning materials and guest supplies and issues then who required. The relation of these functions to the housekeeping and purchase manager

must pool in their knowledge together to consider the characteristics, cost and availability of the products. These products are taken in bulk sum order.

SYSTEMS AND PROCEDURES a. Briefing Staff: -

All the staff will be informed prior regarding the briefing timings. In most of the hotels it will be at the end of shift. And all the staff should be present. The points discussed will be problems and suggestions of work and also guest complaints, staff conflict etc. and will be solved and also check the performance level and skill of the staff and do the rectification's

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based on problems and ultimately to maintain standards. Apart from this grooming, is also checked. b. Key Handling: -

Handling of keys is one of the very important functions of the housekeeping & if is not handled property, it will end up in lot of problems. c. Cleaning and Seating of Pantry and Trolley: -

Pantry is cleaned thoroughly once in a week. The pantry will be scrubbed, mopped & all supplies & amenities are arranged & vacuum cleaner is cleaned and also the dusting of the pantry is done. Trolley will be completely emptied and cleaned all the supplies are taken out, dust well and new base sheets on all shelves place and then all amenities are arranged well in order. d. Collection of Flowers: -

Flower requirements will be informed in advance prior to the day of requirement for both guest rooms and public area. In the evening fresh flowers is received for making arrangements and they are made in the evening for the next day and few are made on the commencing day and the florist will make the required bouquets etc. and keep it ready. e. Maintenance Complaints: -

The floor boys are supervisor on duty will inform the desk about the repairs that need to be attended and desk supervisors register them in the complaint register and inform respective department with proper detail as room number, no. of complaints and also re-checks after every 4 hours about the progress of work. f. Cleaning of Public Areas: -

Public areas are cleaned daily as the guest often uses it very frequently. Public areas are toilets, lobby, elevators, staircase, reception, restaurants etc. Which will be scrubbed and cleaned in the night and bracing is also done along with dusting of tables, lamps, doors, etc. and occasionally swimming pool, health club etc. will be spring cleaned once in 15 days. g. Handling Guest Complaints: -

In receiving guest complaints from the guest, first of all it will be entered in the guest complaint register with details of complaints & will be informed to the respected dept. and the name of the person who received the complaint is entered in the register and complaints will be rectified. h. Indenting, Storing and Receiving: -

Supplies will be indented to store through indent book, which contains details as - serial no., description, quantity required, quantity, issued, signature and date of the head of the 53

department has to sign on it before giving it to stores. Once supplies are received it is stored and on the request issued and generally will be issued once in a week and record is maintained for every issue. i. Replenishing Supplies in Guest Rooms and Public Areas: -

Guest rooms: soap, shampoo, tissue, moisturizes, shaving kit, toothpaste and brush, toilet roll, matchbox, candle, letterhead, envelopes, guest comment cards, welcoming letter, sewing kit, business kit, laundry bags, coasters, glass covers, shoe shine, gargle glass, ashtrays, candle stand, scratching pad, pen, telephone directory of hotel, hotel description of facilities, coffee sachets, tea bags, sugar, creamer, bathmat, toweling, slippers, dental kit, for your care kit.

KITCHEN STORES The kitchen has both perishable and non-perishable items. The stores are picked up on a daily basis with accordance to the raw material on that particular day. The store requisition book is filled at the end of the 1st shift for the requisition of the next day.

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Every kitchen has their very own walk-in coolers. The main kitchen has two, one walk-in maintained for raw materials like fresh fruit, vegetables, and the other is for cooked food and milk products. The indenting for the purchase of raw materials from outside, is done with a help of requisitions there fore the requisitions have to be given one day in advance. Vegetables are ordered from one seller who supplies, fresh and frozen vegetables to the hotel along with dry fruits, pulses etc.

INTERDEPARTMENTAL TRANSFER Whenever the food transaction occurs between two departments in the kitchen, the store is always informed. This generally takes place when the butchery items are supplied to other kitchen like the room service, continental kitchen, staff cafeteria etc. The different departments of the Kitchen at the park include the following: PANTRY The pantry is operational 24 hours a day and has three shifts the shifts are as follow: 1st Shift is from 07.00 hours to 16.00 hours.

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2nd Shift is from 15.00 hours to 00.00 hours. 3 rd Shift is from 22.30 hours to 07.30 hours. The pantry is a part of the coffee shop kitchen. It is generally involved with making of sandwiches, burgers, fries, chats and fruit juices. The pantries busy hours are breakfast from 07.00 am to 10 am in the morning. The Sous chef checks the quality of food as well as the neatness of the work area every day during their rounds. The general policy followed is FIFO, which means first in first out, this minimizes the wastage and to a certain extent pilferage can be controlled. GARDE MANGER The Garde manger deals with the making of different types of salads, dressing, cold cuts, vegetable carving, sauces etc. The Garde manger is one section where the preparation should be accurate, the vegetable sizes; cut etc. should be uniform and appetizing according to the type of preparation. The Garde manger prepares for buffet salads for the monsoon and also for functions in the banquets. The Garde manger is under the supervisor of the Sous chef whom inspects the hygiene as well as the quality standards of the pick up items. The Sous chef also signs the store requisition. The Garde manger is just near to the vegetable store for easy access to the various vegetables. The hotel gets a daily supply of fruits and vegetables from local suppliers. Most of the exotic vegetables and fruits are also imported from Holland on a weekly basis. Fruits like strawberries, avocadoes, prows etc. and vegetables like imported red garlic, pimentos, haricot vertex, broccolis, English cabbage and letters of different kinds are imported. A large variety of cheese is also imported from England. The Garde manger has planetary mixture a bone chopper, a buffalo chopper and these machinery are from Hobart Corp. Ltd. USA. The Garde manger has a cold room and the temperature maintained is 5 degree C. Thus the work at the garde manger can be classified as preparation of meat trays galantines, salads, canapes, aspics and other specific presentations, ice carvings and butler and margarine sculptures etc. The garde manger also used to prepare the classical appetizers. ROOM SERVICES: One very important and aspect about the room services is that unlike the restaurant there is very little interaction between the room services staff and the guest.

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The only interaction that they have is on the phone while placing the order and during the time the order is placed in the room. Hence forth at the room service the staff has to be at there very best to make an impression on the guest mind. Which is very important for the good will of the room services department and as well as for the establishment? Its again very important part of the food and beverage services department, once again here staff and the guest interact at an very personal level in a very professional way. The room services department efficiency depends truly on the planning and organizing the work to be carried out. One very important fact is that the interaction between the guest and the staff while taking an order not face to face. Henceforth room services staff must all times show proper telephone manners. At the park the rooms services serves food from all the outlets expect italia, instead the guest is requested to come down to the restaurant and eat there , but he can place his order from the room itself . Another major responsibility on the shoulders of the room services staff is to maintain the mini bar present in the room. They have to constantly keep refilling them and make the consumption in the mini bar, consumption sheet. They also have to place two 500 ml mineral bottles in every occupied room every day. The water is complementary to the guest. The room services is permitted to do services of alcohol in the rooms only between 11am and11pm The night shift staff prepares the trays for morning breakfast service and places the trays in the racks; the room/s staff at about 2:00am collects the b/f cards. Every room service staff has to maintain his /his clearance card and get it signed by the captains. Some of the Forms and Formats maintained at the room services department would include: Clearance card Hand over register VIP amenities control book Mini Bar consumption sheet Bill hand over book Food and beverage linen exchange book Room services control sheet Mini Bar discrepancy report 57

Room services call sheet

The room services staff also maintains the residence lounge. The residence lounge has a pantry and a bar counter, but the food is picked up from he main kitchen. KITCHEN STEWAREDING It face's the backbone of the food and beverage service outlets and the kitchen. Although the department interacts more with kitchen than with kitchen than with service. It comes under service because it does not produce anything. It also rovides service to the kitchen by giving them a clean kitchen to work, clean utinencils in which the food is presented. The job of kitchen stewarding is not restricted to washing utensils or polishing of silver ware, it has to see that the kitchen is working smoothly. Kitchen stewarding has to see that all the electrical equipments, gas ranges and cold storage are in working condition and if not they have to inform the engineering and get it repaired. It has to constantly work on improving the efficiency of the restaurant. The kitchen stewarding manager has to be extremely tactful in cleaning and the manager should be a master in marketing management, he should know when to be strict and when to be lenient with his men. Dish Washer and Glasswre Washing Machine Are present at All the cutlery and crockery, hollowware that is brought from the restaurants are stocked in plastic jalis. Glass0es have separate jails to hold them. These jails are passed through the wash where water is sprayed with great force. It washer all the food particles and oil from the dishes. The dishes are then taken out and wiped dry by the steward of the restaurant. Most of the cutlery used in the restaurants is EPNS (Electro plated Nickel Silver) Since they are used on a daily basis the silver lends to war off after each wash and polishing so they need plating again. Electroplating of the cutlery is taken care by the stewarding department Whenever the plating comes off the cutlery, they are kept separate and given for electroplating. The electroplating room is present on the banquet terrace where all the equipment's required for this are kept.

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Sarovar portico It has their own potential product like multycuisine restaurant, meeting hall &banquet hall. They are doing outdoor catering & indoor also. They have fitness centre & doctor facilities in the hotel. They are changing entrance facilities .This facilities are vary alternative to customer. Customer is satisfied with their higher facility of the facilities. They have one travel agency that is coxed &king.

Riverview view Restaurant

Restaurant

Suite room

Guest room

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Neelkanth hotel In this hotel they are provide entire ordinary things is conference hall ,travel home service ,E-mail ,net service , computer, torrent pharmaceutical company for Neelkanth for that their rate is high. They give the assurance of safety to customer. They provide to the customer for outdoor catering, they also provide laundry facility to the customer etc. This all types of potential product are provided by the Neelkanth group of hotel. In Taj hotel They are provide a potential product is coffee shop, Narmada restaurant for dinner, banquet hall, indoor catering, parking areas, swimming pool, health centre, beauty parlour for ladies & gents, garden facility this all are potential product is provided by the hotel Taj. Customer has much choice for the potential facility which is given by the hotels. In Ginger hotel They provide mini fridge, wi-fi net service, conference hall facility, soft spoken employee etc.

Restaurant

Twin room

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In host inn hotel They provide the service of wifi internet facility, laundry facility, doctor on call service, safe deposit lockers, money exchange facility etc They have two travel agency IMG: -Imaginative Group of travel. It is international company ITP: - it is national level

'RELISH' The Multi Cuisine Restaurant offering delicious gourmets delight Serving Indian, Punjabi, and Continental & Chinese delicacies.

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Place
INTRODUCTION Services are inseparable. We can not touch it, we can not test it etc. services should be provided where customer are located. In the hotel industry there many different services to provide to the customer like pick up, same day laundry facility, doctor on call, parking, internet, spa, swimming pool, gym, etc. In the services there are three different parts: 1) 2) 3) Distribution channel Location Focus

(1) Distribution channel When distribution channel are proper than services are good & better to provide the customer. So that customer will be satisfied with services. (A) Intensive distribution Intensive distribution means creating maximum service outlets in the different place which is not applicable in the hotel. But in neelkanth hotel there are 8 hotels in Ahmedabad. Neelkanth Sahara, neelkanth inn, neelkanth paradise, neelkanth palace, neelkanth panshikura, neelkanth crystal, neelkanth bliss, which provide different service to the customer. Tata have also introduce two hotel in Ahmedabad first is taj hotel & second is ginger hotel.

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(b) Limited outlets Limited outlet means there are limited location selected for hotel. Like that host inn there is only one hotel in Ahmedabad in khanpur. (2) Service distribution strategy In the hotel industry there is different service distribution strategy in different hotel. Service distribution strategy means how to provide service to the customer &which type of customer. There is different part in service distribution strategy. (A) Multi site strategy Multi site strategy means standardize operation & procedure & objective of cost efficiency. (B) Multi services strategy In multi service strategy we can define that different sight &different service & different offer to the regular customer. They use multi service strategy for better segmentation. IN NEELKANTH SAHARA Comfort for customer Well Furnished Rooms Non A/C., A/C. Rooms, A/C Deluxe prime suites beautiful design with modern amenities. Specially arranged spacious seeking arrangement and refrigerator in all prime suite Direct dialing on Telephone for Local calls and STD on request. Color TV in each room With In-House Video Movies, Satellite Programmes. Category and main

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Round the clock room service. Parking faculties. All major credit cards accepted. Airport & Railway Station Pick-up & Drop with Nominal Fare On customer call service Air, Rly. & travel booking facilities. Taxi & sights-seating arrangement on request. Same day laundry services. Doctor on call services. Postal & courier services. IN NEELKANTH PARADISE Comfort for customer Well Furnished Rooms Non A/C., A/C Deluxe Category and prime suite beautiful designed with modern amenities. Specially arranged spacious seeking arrangement and refrigerator in all prime suites. Direct dialing on Telephone for Local calls and STD on request. Color TV in each room With In-House Video Movies, Satellite Programmes. Parking facility. All major credit cards accepted. Airport & Railway Station Pick-up & Drop with Nominal Fare

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On your call service Air, Rly. & travel booking facilities. Taxi & Sight-seeing arrangements on request. Same day laundry service. Doctor on call. Postal & Courier Services. IN SAROVER PORTICO Parking facility Daily laundry facility Pick up facility Wine provided to the customer Wifai, television, sofa, water, etc. Garden provided to the customer for celebrate birthday party, marriage. Direct dialing from room 24 hours room service Doctor on call IN HOST INN Direct dialing from room 24 hours room service Same day laundry service Travel desk All major credit cards accepted Doctor on call Money exchange facility Safe deposit locker Wifai zone

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TAJ HOTEL Television Wi-fi internet facility King or queen size beds Study table Safe deposit locker Bath kits in bathroom Direct dialing facility A/C control to regulate room temperature Voice mail Electronic safe Safe deposit locker on request GINGER HOTEL Smart sleep Tea/coffee maker LCD T.V. Mini fridge The Square Mealtm Restaurant Give N Take Laundry Wi-Fi /net zone Meeting room (C) Multi segment strategy Multi segment strategy means different customer to provide to different services that means different segment wise provided service to the customer. This strategy use for new target customer only.

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(3) Location Location is the main part of the hotel industry. Location is the heart of the whole hotel industry. If location is wrong than hotel is not running very well. All profit of the hotel is depending upon the location. In the hotel main problem is that the cost of the hotel. Taj residency ummed International airport circle, Hansol, Ahmedabad. Hotel Host inn Opp, Le Meridian, khanpur, Ahemedabad-380001.India Sarovar portico Bhawns college road, Ahmedabad. Neelkanth Sahara 2nd floor iscon square, Opp, kothawala flat, paldi, Ahmedabad. Neelkanth Paradise Ellisbridge cross road, Opp, town hall, Ellisbridge, Ahmedabad.

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Ginger hotel Behind Himalaya mall, Drive in road, Ahmedabad 380015. (4) Focus In the service marketing we saw that which need of the customer& wants of the customer & than service provided to the customer. In the hotel industry main focus in the service provided to the customer. They saw service keeping in view the needs & wants of specific group or specific customer in a specific location. Important consideration in location. (1) Access: Access means near to any railway station or near to air port or nears to bus station. For example: Neelkanth hotel Hotel Neelkanth Sahara Airport (13k.m.) Railway Station (5 k.m.) Private Luxury Bus Station on Walking Distance.

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Hotel Neelkanth Paradise Airport (13k.m.) Railway Station (5 k.m.) Private Luxury Bus Station on Walking Distance. Sarovar portico hotel This hotel is 3 k.m. from the railway station 8 k.m. from the airports. Host inn hotel 3 k.m. from the railway station 8 k.m. from the airports. Taj hotel 1 k.m. from the airport. 10 k.m. from the railway station. Ginger hotel 12 k.m. from air port. 12 k.m. from railway station.

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(2) Parking facility: There should be proper parking facility in the hotel if there is no proper parking facility & there is no security of vehicle than customer not comes again to your hotel Parking facility in neelkanth paradise: -12 car capacity Parking facility in neelkanth Sahara: -7 to 8 car Parking facility in Sarovar portico: - 15 to 17 car Taj hotel: - 25 to 30 car In Ginger hotel:- 10 to 12 car (3) Traffic problem: If there are traffic problem to reach to the hotel than customer feel dissatisfaction. For example:Hotel neelkanth is situated at the area of paldi where the traffic so much that customer can face lot of problem of reach over there from the airports. Sarovar portico hotel is in khanpur area where customer can easily reach because it is very near to the railway station & some how it is far from the airport but there is not so much traffic face by the customer. Host inn also situated at the khanpur. Taj hotel is situated very near to the air port & far from the railway station so customer of airport can not face the problem to reach the taj hotel but the customer of railway station face the problem of traffic. So hotel taj can loss the customer of railway station.

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Ginger hotel is also very long from the airport railway station but it is in the area of west zone & it the near to the S.G. Highway & from Himalaya mall customer can go directly to the hotel. (5) Surrounding:In neelkanth paradise & in neelkanth Sahara there are look of building is good but the surrounding area is very crowdie & there are also very slum area surrounding this hotel so surrounding area of this hotel is not good. Surrounding area of taj hotel is beautiful there are very charm environment. Surrounding area of ginger is also not good because in behind of the hotel there are very slum area is there. In Sarovar portico & host in hotel also the surrounding area is not good. (6) Tite competition:Tite competition means there are many hotels in that area. In taj hotel area there many competitors are there in paldi area also there are many hotels are there in khanpur area also there are many hotels.

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Advantages & disadvantages to the hotels

Hotel
Taj hotel

Advantage
Expansion opportunity Near to airport Green environment

Disadvantage
Far from the city Many competitors

Ginger hotel

near to the himalaya Far from the air port. mall, C.G. Road west zone area In the corner place. Area of the hotel. Very slum area.

Host inn

near to air port & Many competitors. railway station Sarovar portico Area of the hotel. Very slum area. near to air port & Many competitors. railway station Sarovar portico hotel Near to railway station Business area of paldi Very crowdie area Many competitors.

Neelkanth hotel

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(2) service communication: (a) Provide tangible clues: Marketer can make consumer perceive the service as tangible with the help of tangible elements within the product surround and use them to provide clues. For example:In host inn

In Sarovar portico hotel

In neelkanth hotel

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Hotel Ginger

Single room Taj hotel

Double room

(b) Focus on employee development: It means that in hotel the employee are the people who serve the customer so employee should be proper trained so they can serve better to the customer. Encourage word of mouth communication employee It means that if the language of employee is very polite to the problem of customer than customer will more satisfy and they also tell to the other that service of this hotel is good.

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For example:In neelkanth hotel the manager of that hotel is learn to his employee that do not angry in any situation occur with customer. In taj hotel also they encourage people to serve better to the customer by giving training & some extra benefit as we can see that in taj Mumbai when there were terrarisum attack the employee of that hotel are with the customer & save the most of customer with own life make in danger. (c) Focus on benefit: Hotel are mainly target to the high level people , tourist, and business working people because they are more using the service of hotel. For example:In taj hotel they are more targeted to the high income people and V.I.P. people, business people, N.R.I. people & this hotel is very near to the airport. In neelkanth they more target to the middle level people & this hotel is more targeting Indian people hear more N.R.I. is not come. In Sarovar portico it is targeting more business people & middle level people & N.R.I. people but there are less customer of N.R.I. are coming. In host inn they are more targeting the middle level & Indian customer. (d) Build image Marketer use advertising to build favorable image for services and especially for the corporate behind the services. A significant benefit of the advertising is its role in influencing and motivates employees of services employers also.

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For example:The building an image by taj hotel by using this image many corporate companies are tie-up with taj hotel like Pepsi.

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Bibliography

News paper
The Times of India Business Standard

Websites
WWW. Hotel Industry. Com WWW. Equity master. Com WWW. Indian equity fund. Com WWW. Neelkanth group of hotel. Com WWW. Taj hotel. Com. WWW. Ginger hotel. Com WWW. Sarovar portico hotel. Com WWW. Host inn hotel. Com

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