Unit-3 Hospitality Industry

Topic-1 Organisation of Hotel

Topic- 2 Front Office

The front office of a hotel is perhaps the most important area of the organization. The employees
that make up his department are the first and sometimes only representatives of the establishment
with whom guests interact. Although the organizational structure of the hotels front office varies
depending upon whether the facility is a small business or a large resort, certain roles are found
within all organizations.
Front Desk Manager
The front office manger or front desk supervisor overseas all front office operations for the hotel.
As staff manager, this individual schedules employees to ensure that there is proper coverage and
all times. She also implements any policies or procedures that are administered by hotel
management. When VIPs, such as celebrities or dignitaries, stay at the establishment, she is often
responsible for giving them the personal attention they require. In most instances, the front desk
manager reports to the hotels general manager.
Reservations
The reception and reservations employees of a hotel front office interact with guests the most.
Reservation clerks communicate with perspective the guests via the telephone and Internet,
scheduling their stays and documenting any special needs they may have. For example, if a guest
requests a room on a nonsmoking floor, the reservation clerk will make special note of this, so
that an appropriate room will be ready when the guest arrives.
Reception
When guests arrive, front desk clerks check them in, imputing their names into the facilities
registry, assigning them to a room and answering any basic questions or requests the guests may
have throughout their stay. For example, a guest may call the front desk to report a leaky
bathroom faucet. The clerk would then contact the maintenance department so that the
appropriate repairs can be made. At the end of the guests stay, a front desk clerk checks them
out. In addition, the clerk reports any concerns the guest man had to management.

Porter Service
A hotel bellhop or porter greets guests once they checked into the establishment. This individual
carries the guests luggage while showing them to their room. Ensuring that everything in the
room is in order and properly working, the porter checks room equipment, such as lighting and
ventilation. He may also instruct visitors in the operation of hotel systems, such as the television
remote control and telephones.

Concierge
The concierge of a hotel is a front office professional who coordinates guests entertainments,
travel and other activities. Any time guests have a question, such as directions to local
attractions, she finds the answer as quickly as possible. In addition, she makes restaurant
reservations, orders car service and may even arrange personal shopping for the guests.

Topic-3 Housekeeping Department Organization Chart

The organization chart of housekeeping department should provide a clear picture of the lines of
authority and the channels of communication with the department.
Housekeeping department chart not only provides for a systematic direction of orders, but also
protects employees form being over directed. The chart shows that each employee should take
orders only from the person directly above him / her.
Also a copy of the chart should be posted in an area so that all housekeeping staff can see where
they fit into the overall organization of the department. Ideally all hotels place the organization
chart on ether the housekeeping control desk room or the place where usually the daily briefing
happens.

Importance of Housekeeping
Housekeeping is the department that deals essentially with cleanliness and all ancillary service
attached to that.
The standard plays an important role in the reputation of the hotels. One feels comfortable only
in the environment which is clean and well ordered, so cleanliness is important for health
foremost also for well being.
Accommodation in hotels tend to be the largest part of the hotel, it is the most revenue
generating department, the housekeeping department takes care of all rooms is often largest
department in hotels. The rooms in hotels are offered as accommodation to travelers/ guest as
individual units of bedroom. Some interconnected rooms are also made which will be helpful to
the guest and families. Many hotels offer suits to the guest.
Hotel offer laundry, dry leaning facilities for guest clothes, shoe polishing facilities also. Hotel
aims to make environment comfortable and offer specialised service to the guest.
Hotel offer guest the choice of specialty restaurant, coffee shop. The bar also sells liquors which
generate the revenue of the hotel. They are available in banqueting, meeting and private party
facilities. Revenue can be generated from conferencing, meeting, seminar etc. These days
shopping arcade also found in hotels.
A health club is a part of facilities of most large hotels especially resort hotels this also include
swimming pool and spa facilities. Hotels try to make the ambiance as pleasant as possible by
nice colour scheme, attractive furnishing and a well kept efficient staff.
House keeping is the department determine to a large extent whether guests are happy during
stay and in turn mankind they return to the hotel. The fine accommodation and service are

provided to the guest so they are pleased with the hotel. The guest satisfaction is its primary
object and the hygiene factor must always be present in the hotel.
In hotels major part of revenue comes from rooms, rooms which is not sold on any night losses
revenue forever and reason for poor occupancy can be anything like hygiene factor, cleanliness,
lack of modernizing etc. hence main purpose is to improve whole appeal of the room. A guest
spend more time alone in his room than any other part of the hotel, so he can check up the
cleanliness he wishes to as some of the guest are more health conscious these days.
He may check up dusting, in-depth cleaning and losses confidence if properly not done e.g. If
drawers are not cleaned he may generally won't feel like putting his clothes down. Decent room
supplies are service like quick laundry and dry cleaning service shows guest that hotel is
considering his comfort and wishes to please him. not only this from the cleanliness of lobby,
public area, restaurant, cloakrooms, the state and cleanliness of uniform the guest can judge a lot
about hotel. it can be positive or negative judgement we can conclude that housekeeping
department contributes greatly to all guest impression of the hotel.

Topic-4 Food & Beverages industry

It is usually defined by the output of products. But it doesnt include the manufacturing of
food & drink and its retailing.

The basic function: serve food & drink to people and to satisfy their various types of
needs.

The main aim is to achieve Customer Satisfaction. The needs that customer might be
seeking to satisfy are:
Physiological: the need of special food items
Economic: the need for good value for the price paid
Social: a friendly atmosphere
Psychological: the need for enhancement of selfesteem
Convenience : the desire for someone else to do the work

Characteristics of the F & B operations

Following are the main characteristics:

A vital part of everyday life
Major contributor to the Hong Kong economy
Highly fragmented & complex
Creates employment
Encourages entrepreneurship
Promotes diversity through many different food concepts & cuisines
Innovative
Consumer led
High competition
-

Fulfils basic needs

The foodservice operation/cycle

Performance Measures Variables

Seat turnover
Customer spend/ average check
Revenue per member of staff
Productivity index
Ratio of food and beverage sales to total sales

Sales/ profit per seat

Sales analysis
Departmental profit
Stock turnover
Complaint levels
Level of repeat business

Sectors of the foodservice industry

Topic-5 Types of Hotels or classifcation of hotel by type

Hotels are classified according to the hotel size, location, target markets, levels of service ,
facilities , number of rooms , ownership and affiliation etc.
1.Size - Or number of rooms
Under 150 rooms
150 to 299 rooms
300 to 600 rooms
More than 600 rooms

These categories enable hotels of similar size to compare operating procedures and statistical
results .
2.Target Markets
Hotel target many markets and can be classified according to the markets they attempt to attract
their guests. Common type of markets include business, airport, suites, residential, resort ,
timeshare , casino , convention and conference hotels .

Business Hotels: - These hotels are the largest group of hotel types and cater primarily to
business travellers and usually located in downtown or business districts . Although Business
hotels primarily serves business travellers , many tour groups, individual tourists and small
conference groups find these hotels attractive. Guest amenities at business hotels may
include complimentary newspapers, morning coffee, free local telephone calls , Break fast
etc. In addition to this facilities like access to business centre , personal computer , Wi-Fi and
fax machines also provided to the guest.

Airport Hotels: - These type of hotels typically target business clientele, airline
passengers with overnight travel layovers or cancelled flights and airline personnel. Some
hotels might give free transport between hotel and airport . Some hotels also provide meeting
facilities to attract guests who travel to a meeting by air and wish to minimize ground travel.
Another attraction of these hotels is instead of charging the guest on a daily basis guest can
also pay for their room on a hourly basis.

Suite Hotels: - These kind of hotels are the latest trend and the fastest growing segments
in the hotel industry . Main attraction of these hotels is guestrooms with a living room and a
separate bedroom. In exchange for more complete living room suite hotels generally have
fewer and more limited public areas and guest services than other hotels . This also helps
keep suite hotel's guestroom prices competitive in the market .Professionals such as
accountants, lawyers, business men and executives find suite hotels particularly attractive as
they can work and also entertain in an area besides the bedroom.

Extended Stay Hotels: - Extended stay hotels is somewhat similar to the suite hotels ,
but usually offers kitchen amenities in the room . These kind of hotels are for travellers who
want to stay more than a week and does not want to depend on the service of the hotel .
Extended service hotels usually does not provide any F & B service or Laundry service etc.
These kind of hotels are considered by guests as "Home away from home "

Apartment Hotels: - Apartment / Residential hotels provide long-term or permanent

accommodation for Guest. Usually guest makes a lease agreement with the hotel for
minimum of one month up to a year. These lease agreements are renewed on a yearly basis.
Guest rooms generally include living room , bedroom, kitchen , private balcony , washing

machines , kitchen utensils etc. Residential hotel also provided Housekeeping , laundry ,
telephone and in some hotels a restaurant and lounge etc will be present on the premises.

Resort Hotels: - Resort hotels are usually located in the mountains, on an island , or in
some other exotic locations away from city's . These hotels have recreational facilities ,
scenery , golf , tennis , sailing , skiing and swimming . Resort hotels provide enjoyable and
memorable guest experiences that encourage guest to repeat to the resort.

Bed and Breakfast Hotels :- These are houses with rooms converted into overnight
facilities , this can size up to 20 to 30 guest rooms . They are also known as 'Home Stay's'.
The owner of the B&B usually stay on the premises and is responsible for serving breakfast
to guest . Due to the limited services offered at these hotels the price for room is very less
than any full service hotel.

Timeshare and condominium Hotels: - Another new type or segment of the hospitality
industry is the timeshare hotels. These are sometimes referred to as " Vacation-interval"
hotels . Timeshare hotels are where the guests who purchase the ownership of
accommodations for a specific period .These owners may also have the unit rented out by the
management company that operates the hotel . Condominium are similar to timeshare but the
difference between the two lies in the type of ownership. Units in condominium hotels only
have one owner instead of multiple owners , each for a limited amount of time each year. In a
condominium hotel, an owner informs the management company if when he/ she wants to
occupy the unit.

Casino Hotels :- Hotels with gambling facilities may be categorized as a distinct group
called Casino Hotels .Although the food and beverage operations in casino is luxurious their
functions is secondary to and supportive of casino operations. Casino hotels attract guest by
promoting the gambling and other entertainments.

Conference Centres: - These type of hotels focus on meeting and conferences and
overnight accommodation for meeting attendees. They also provide High quality audiovisual
equipments, business services , flexible seating arrangements , flipchart etc. These hotels
mostly located outside the metropolitan areas and have facilities like golf , swimming pools ,
tennis courts , fitness centres , spas etc.

Convention Centres: - Convention hotels are larger in size compared to conference

centres and likely to have more than 1500 rooms . These hotels are huge and have sufficient
number of guest rooms to house all the attendees of most conventions, even the size of the
meeting rooms , ball rooms , exhibit rooms are quite huge .They usually cater to convention
market for state , regional , national, and international associations .

3. Levels Of service

World class service: - These are also called luxury hotels , they target top business
executives, entertainment celebrities , high- ranking political figures, and wealthy clientele as
their primary markets . They provide upscale restaurants and lounges , concierge services and
also private dining facilities . Guestrooms are oversized , heated and plush bath towels , large
soaps bars , shampoo , shower caps and all amenities . Housekeeping services are given two
times a day including turn-down service . Above all luxury hotels give personalized service
to the guest and have a relatively high ration of staff members to guests.

Mid-Range Service: - Hotels offering mid-range service appeal ti the largest segment of
the travelling public . This kind of hotels does not provide elaborate service and have a
adequate staffing . They also provide uniformed service , food and beverage room service, in
room entertainment's and also Wi-Fi . Property may offer a speciality restaurant , coffee shop
and lounge that cater to visitors as well as hotel guests . Type of guests who like to stay at
these hotels are business people , individual travellers ,and families . Rates are lower than
luxury hotels as they provide fewer services , smaller rooms and a smaller range of facilities
and recreational activities .

Economy / Limited Service: These hotels provide clean , comfortable , safe ,

inexpensive rooms and meet the basic need of guests . Economy hotels appeal primarily to
budget minded travellers who wants a room with minimum services and amenities required
for comfortable stay, without unnecessary paying additional cost for costly services . The
cliental of these hotels include families with children , travelling business people ,
backpackers , vacationers retirees etc. These type of hotels might not offer food and beverage
facilities .

4. Ownership and Affiliations

Ownership and affiliation provide another means by which to classify hotel property . There are
two types one is Individual and another is chain hotel.

Independent Hotels :- They do not have identifiable ownership or management

affiliation with other properties. That means these properties doesn't have any relationship to
another hotel regarding policies , procedures , marketing or financial obligations . Example
for the same would be family owned and operated hotel that is not following any corporate
policies or procedures. The advantage of a individual property is its autonomy . An
independent hotel however does not get the advantage of board advertising exposure or
management insight and consultancy of an affiliated property .

Chain hotels :- These kind of ownership usually imposes certain minimum standards,
rules , policies and procedures to restrict affiliate activities . In general the more centralized
the organization tge stronger the control over the individual property . Some chain have
strong control over the architecture, management and standards of affiliate properties .
Others concentrate only on marketing , advertising and central purchasing .

Topic-6 Types of Accomodation

The accommodation sector is responsible for providing people with a suitable place to stay and
includes hotels, motels and motor lodges, resorts, bed and breakfasts (B&B), caravan parks,
hostels and serviced apartments. Each of these establishments provides a different level of
service from luxury to self-service.

Hotel Short term overnight accommodation.

Resort Accommodation providing a wide verity of amenities and recreational

facilities. It is more about the experience. Usually used for vacation or getaways.

B & B Some sort of breakfast is included with your hotel night stay. They
breakfast to range from a drink or coffee with a roll to a full breakfast.

Home exchange or House Swap This is exchanging your home for another house
for a set time period. This is often arranged through a travel service or club that you
join.
Apartment Rental or Flat Usually has a kitchen, sleeping area and bathroom not
shared.

Hostel Shared bedrooms & bathrooms (anyone they rent them to no choice of
roommates) Some hostels have private bedroom or bathrooms at an extra price.
Mostly used by young single travelers.

Pension Usually a family run Bed and Breakfast

Motel Rooms usually open out to a parking lot. As the name implies it caters
mostly to motorists.

Lodge Usually out in nature, often made from logs, wood or other natural
material.

Yurt A domed portable tent usually covered in skins. It reminds me of a domed

teepee. Usually used for accommodations out in the wilderness.

Inn An inn is a small hotel usually either in the country or with a pub or tavern. A
lot of the time they also have food available there.

Campus or Dorm Room College room style usually twin beds or bunk beds.

Capsule or Cube Small sleeping cube or capsule, nothing but a bed. There are
usually a shared area with TV and bathroom

Bungalow A small house or cottage is often called a bungalow. People call all kinds
of houses bungalows so check to see what it really is.

Villa Usually a country estate made up of several buildings or structures tied

together. In some countries a villa could be just a vacation house or in other places a
detached or semi-detached house.

Extended Stay Usually more like an apartment that rents by the week or month.

Resort Along with the hotel room will be common areas amenities such as a
swimming pool, dining, game room, workout facilities, etc.

Parador A luxury state-run hotel

Guest House A house used to rent on a short term basis for travelers

Unique Theme Accommodations Lighthouse, Cave, Ice Hotel, Railway Car,

Underwater Hotel, Tree House, Dog House, House boat, Hotel with theme rooms,
Castle, Cabin, Airplane Hotel, Utopia Bubbles

Depending on the country that you are traveling the names of the type of
accommodation may change. There are many different choices when it comes to
picking your vacation accommodations. Maybe next time look through this list and
see if there is one you would like to try that you hadnt thought of before

UNIT-4
Airline Station Manager : Roles and Responsibilities
INTRODUCTION
Airline industry is highly volatile industry with so many factors affecting its operation and can
cause damage to the image of an airline and also loss for its financial performance. The situation
become more crucial for large airlines which has operations cover regionally and internationally.
Normally, premium airlines will have their station office at international destination they fly to.
Thus, Airport Services Manager appointed at the station airport.
Airport Services Manager is an airlines representative at the station which has many
responsibilities which cover almost every aspects of airline business in a small scale compare to
Managing Director at the headquarter. Therefore, he/she must be a highly knowledgeable person
on airlines business and operations. He/she also an authorized person or given a mandate to make
decision either critical or non-critical decision within the allowable limit to ensure the success of
airline business. Airport Service Manager (ASM) do not work individually, he need support from
every stakeholder involved either from managerial scope or networking with the related parties.
ASM spend a lot of time developing and maintaining interpersonal relationship and creating a
conducive work culture as a support environment.
There a lot of significant value to list down to show the importance of ASM towards the success
of airline industry. The importance of ASM can be look at on how large his job specification
covers, and also his responsibilities. Generally the Airport Services Manager can be simplified
and divided into 9 major functions as being shown in the diagram below:

THE IMPORTANCE OF AIRPORT SERVICES MANAGER

Flight Operations
Airport Services Manager hold an importance role to ensure the success of airlines industry.
Aircraft or flight is the primary resources of airlines business and operation, therefore the most
important responsibility of airline station manager or airport services manager (ASM) is to
manage the flights operations, ensuring the flights available at the station as per scheduled.
Maintaining the airlines published schedule by ensuring the on-time arrival and departure of
flights at station is also a primary task of ASM or airline station manager. It is part of flight
operations.
In addition, flight operations does not only cover those activities, but it includes other important
elements such as crew planning, cabin technical procedures, safety, security and health of crew,
and crew readiness complied with the regulation and international standards. To manage those
functions, an airline will need an ASM to ensure its business and operations running smoothly.
As an appointed manager at the airport, ASM have the authority for command and control of the
operations at the station.
Despite of those, ASM need to ensure set of crew is enough for the flight based on type of
aircraft and hours of flying. Therefore, ASM must have knowledge about that and he will decide

it with support from the flight operations staff. For example, flight MH1 from KUL LHR using
A380 will need 1 set of crews consist of 22 cabin crews and 4 technical crews for 13 hours of
journey. Therefore as Malaysia Airlines airport services manager at LHR airport, he/she must
ensure at least 1 set of crew ready in LHR to take over the flight MH1 back to KUL. At the
meantime, ASM need to ensure the previous set of crew have proper and enough rest according
to ICAO standards before they are being prepared for the next flight. In fact, all crews must be
ensured they have valid documents, approval or licenses to serve as crews on board, which is
also responsibility fall under ASM. The importance of ASM in term of ensuring smooth flight
operations towards the success of airline industry is undeniable.

Malaysia Airlines Check-In Counter at London Heathrow Airport (LHR)

Airport Operations
Airport Services Manager also importance to manage the airport operations which support the
smooth operations of a flight to embark and disembark. The importance of airport services
manager here is to decide whether the airline need to have their own staff for airport operations
or outsourcing to third party. The ASM need to evaluate which one is better for the profitability
and successfulness of airlines business. For an airline to hire their own staff for airport
operations at the station will be costly, furthermore there will be many requirements to be
fulfilled according to the countrys law. Outsourcing would be a better choice for airport
operations such as check in process, ground support services, catering, and others.

The ASM also need to liaise with local authority such as immigration, custom, and airport
authority. In fact, the ASM should have good networking with local authority not only to portray
a good image of the airlines but the most important is to have a smooth operations involved with
the local authority in friendly manner. Besides, airport services manager (ASM) is important to
deal with passengers moreover if passenger among VIP people. It is more important if the flight
is non-normal flight such as delayed flight especially because of the airline or aircraft technical
problem. In that situation, the airline miss the slot for take-off, need to re-arrange the time with
air traffic control, maybe need to relocate the gate & bay, dealing with emotional passengers, that
is where ASM is very important to handle that situation, find the solution and prevent worst
scenario.
Besides, when the airport operations outsourced to the other parties, ASM has to evaluate the
agreements with those involved such as ground handling services agent, catering, passenger
services and other parties whether they offer the good price for airline sustainability and ensuring
their service level at agreed condition as stated in the agreement. In addition, ASM at the station
need to ensure passenger comfort level before boarding at the optimum level along the processes
they need to go through and a good moment of truth to the passenger.

Engineering and Maintenance

Despite of managing flight operations and airport operations, Airline Services Manager (ASM)
have also to decide matters related with engineering and maintenance of the aircraft. ASM need
to confirm that all procedures related with the airworthiness and serviceability of the aircraft at
the station being carried out according to the regulatory requirements while assuring the safety of
passengers to board the flight. If the aircraft have major technical problems such as engine
failure, the ASM will have to decide what to do; where to get parts and spares whether by parts
pooling which offer fast problem solving or waiting for the parts to come from the home country
which will take more time to solve. For such a case, definitely aircraft will be grounded.
The ASM not only have to take care of the technical problem but also how to deal with the
passengers, decide which hotel for the passengers, compensation, and other related aspects.
Beside the crucial problem like aircraft on ground, the small problems which related with
engineering of the flight also need to be monitored by ASM such as problems which will affect
the passengers satisfaction towards the services provided by airline. For example, IFE
malfunction on board.

In Flight Services (IFS)

It is important to have an airline representative or responsible person at the station to manage inflight services (IFS) of the flight flying there. In flight services includes food and beverages,
reading materials, In-Flight Entertainment (IFE), procurements of ancillary products, special IFS
services such as dietary type of passenger and demand for special services, and cabin crews. The
ASM have to ensure all the services functioning and meet the service standard. For example,
food and beverages is important as a marketing tool for an airline to promote their services. ASM
have to ensure catering provided at the station suit the taste of the overall passengers while
he/she also need to look for dietary type of passengers because of some of them might be
vegetarian, while others might want halal food or kosher. So, a station manager has to aware all
those particulars.

Sales and Marketing

Although sales and marketing are two different functions but both must co-exist to support the
success of airline industry. Airport services manager (ASM) is important to coordinate sales and
marketing at the station to increase the airlines revenue worldwide. Therefore ASM also act as a
marketing man and salesman for the airline at the country station. In contrast, airline need the
ASM as their representative there to promote their services, to be known, and develop its good
image and high reputation worldwide specifically at the country where the station manager
appointed. The ASM responsible to do networking with foreign travel agency, promoting and
increase sales at the station. Increase in sales means airline will have more load factors, more
revenue, and increase in airlines profitability and sustainability.

Customer Management
Airlines customer consist of two categories, internal and external customer. Internal customers
are flights crew, engineering crew, and staffs. While the external customers are passengers, local
authority such custom and immigration, and airport. Both type exist at the station and ASM is
important person to manage both type of customer. Internal crew for example, whenever flights
arrive at the station, ASM need to take care of their needs. They need to be provided with airport
to hotel transport, good accommodation and facilities for their comfort during the stop. All
engineering crews and staffs at station manage by ASM, thus ASM need to concern about them
and fulfil the requirements by the labor law of the country. Different country will have different
labor law, thus ASM is important as an airline representative there to have knowledge on the
particular aspect.

The most important external customer to the airline are their passengers. Therefore, it is
important to have ASM at the station to ensure passengers get the best services that airline can
offers and fulfil their needs and wants. The ASM must ensure his/her staff practice courteousness
to the passenger in their service. Same goes to other external customer, where ASM is
functioning to maintain good relationship with all of them.

Emergency Response
Emergency response is an important and crucial task to handle, especially if any emergency
situation happen in destination or station country. Thus, airline definitely need to have ASM for
its business sustainability. The emergency can be minor or major, if it happen at the station ASM
is the responsible person to deploy emergency response team, communicate with headquarter,
and cooperate with local authority. For example, aircraft shot down such as MH17 depart from
Amsterdam (AMS) to Kuala Lumpur (KUL), the airport services manager at AMS responsible to
deploy emergency response team at the Amsterdam station.

Audit
Airport services manager (ASM) is important person to manage the auditing activities at the
station. The audit activities can be divided into three categories, Technical Audit, Financial
Audit, and Legal Audit regarding with the station office. Local civil aviation authority will run an
audit on airlines operating at their country to ensure safe conduct being practiced by all parties.
The technical audit includes the maintenance practice by the airlines, flight operations manual
and other related procedures. For example, if in Malaysia, DCA require the operations manual to
be updated every 2 years. Once updated, the manual will be audited by DCA before send it over
to all stations. In station, audit have to ensure the station has the current and latest manuals.
While Legal Audit would be auditing on contractual basis such as agreements with ground
handling agents, catering, airport services, and hotels. In at least once a year, financial audit will
be carried out to audit the budget and expenses of the station and other related financial
materials.

Financial Well-Being
Airport service manager (ASM) also important to manage financial well-being at the station.
He/she has to prepare annual budgets, capital expenditures and long-term development of fiscal
goals of the station for the success of the airline in industry. ASM have to deal with daily
financial task such as paying bills, management payment received and other tasks.

CONCLUSION
An airport manager is responsible for the day-to-day operation of the facility. The position has a
broad range of duties, including managing transportation schedules, supervising employees and
coordinating vendors. Managers are also responsible for compliance with federal, state, and local
law.
Being an airport services manager or airline station manager is not an easy task for he/she need
to cover almost every aspect of airlines business and operations. It requires high knowledge and
skills, experience and high motivation to be a successful station manager which will contribute to
the success of an airline in the industry. An ASM have to be in 100% of preparedness for
anything with the best contingency plan. Therefore, ASM cannot work in isolation, he/she needs
a good teamwork to achieve the target and increase revenue for the airline.

Topic-2 Airports List India - India Airport Codes (IATA / ICAO)

All the Airports in India are listed below. For more information about any of these airports click
on the airport name. There are 132 Airports in India and this list covers all these 132 India
Airports. Find Airport Information with airport to airport distance, airport to city distance,
Current Time and Date at airport India etc...
List of airports in India
ABCDGHIJKLMNOPRSTVWZ
A
#

IATA

ICAO

Name

City

AGX

VOAT

Agatti Island Airport

Agatti Island

AMD

VAAH

Ahmedabad Airport

Ahmedabad

AJL

VEAZ

Aizawl Airport

Aizawl

AKD

VAAK

Akola Airport

Akola

IXV

VEAN

Along Airport

Along

LKO

VILK

Amausi Airport

Lucknow

LUH

VILD

Amritsar Airport

Ludhiana

ABCDGHIJKLMNOPRSTVWZ
B
#

IATA

ICAO

Name

City

IXB

VEBD

Bagdogra Airport

Bagdogra

IXE

VOML

Bajpe Airport

Mangalore

IXL

VILH

Bakula Rimpoche Airport

Leh

RGH

VEBG

Balurghat Airport

Balurghat

IXD

VIAL

Bamrauli Airport

Allahabad

SHL

VEBI

Barapani Airport

Shillong

BEK

VOPN

Bareli Airport

Bareli

BEP

VOBI

Bellary Airport

Bellary

BLR

VOBG

Bengaluru International Airport

Bangalore

10

BUP

VIBT

Bhatinda Airport

Bhatinda

11

BHU

VABV

Bhavnagar Airport

Bhavnagar

12

BHO

VABP

Bhopal Airport

Bhopal

13

BBI

VEBS

Bhubaneswar Airport

Bhubaneswar

14

BKB

VIBK

Bikaner Airport

Bikaner

15

PAB

VABI

Bilaspur Airport

Bilaspur

16

IXR

VERC

Birsa Munda International Airport

Ranchi

17

GAU

VEGT

Borjhar Airport

Guwahati
Top

ABCDGHIJKLMNOPRSTVWZ
C
#

IATA

ICAO

Name

City

1 CBD

VECX

Car Nicobar Airport

Car Nicobar

2 IXC

VICG

Chandigarh Airport

Chandigarh

3 MAA

VOMM

Chennai International Airport

Chennai

4 BOM

VABB

Chhatrapati Shivaji International Airport

Mumbai

5 IXU

VAAU

Chikkalthana Airport

Aurangabad

6 COK

VOCI

Cochin International Airport

Kochi

7 COH

VECO

Cooch Behar Airport

Cooch Behar

8 CDP

VOCP

Cuddapah Airport

Cuddapah

ABCDGHIJKLMNOPRSTVWZ
D
#

IATA

ICAO

Name

City

UDR

VAUD

Dabok Airport

Udaipur

GOI

VAGO

Dabolim Airport

Goa

NMB

VADN

Daman Airport

Daman

DAE

VEDZ

Daparizo Airport

Daparizo

DAI

Darjeeling Airport

Darjeeling

DED

Dehra Dun Airport

Dehra Dun

DEP

Deparizo Airport

Deparizo

IDR

VAID

Devi Ahilyabai Holkar Airport

Indore

DBD

VEDB

Dhanbad Airport

Dhanbad

10

DIB

VEMN

Dibrugarh Airport

Dibrugarh

11

DMU

VEMR

Dimapur Airport

Dimapur

12

DIU

VA1P

Diu Airport

Diu

VIDN

ABCDGHIJKLMNOPRSTVWZ
G

IATA

ICAO

Name

City

DHM

VIGG

Gaggal Airport

Dharamsala

ISK

VANR

Gandhinagar Airport

Nasik

GAY

VEGY

Gaya Airport

Gaya

GOP

VEGK

Gorakhpur Airport

Gorakhpur

JGA

VAJM

Govardhanpur Airport

Jamnagar

GUX

VAGN

Guna Airport

Guna

GWL

VIGR

Gwalior Airport

Gwalior

ABCDGHIJKLMNOPRSTVWZ
H
#

IATA

ICAO

Name

City

HSS

VIHR

Hissar Airport

Hissar

HBX

VAHB

Hubli Airport

Hubli

HYD

VOHY

Hyderabad International Airport

Hyderabad
Top

ABCDGHIJKLMNOPRSTVWZ
I

IATA

DEL

ICAO
VIDP

Name

City

Indira Gandhi International Airport

New Delhi

ABCDGHIJKLMNOPRSTVWZ
J
#

IATA

JLR

JGB

JSA

4
5

ICAO
VAJB

Name

City

Jabalpur Airport

Jabalpur

Jagdalpur Airport

Jagdalpur

VIJR

Jaisalmer Airport

Jaisalmer

PYB

VEJP

Jeypore Airport

Jeypore

JDH

VIJO

Jodhpur Airport

Jodhpur

ABCDGHIJKLMNOPRSTVWZ
K
#

IATA

ICAO

Name

City

IXH

VEKR

Kailashahar Airport

Kailashahar

IXQ

VEKM

Kamalpur Airport

Kamalpur

IXY

VAKE

Kandla Airport

Kandla

KNU

VIKA

Kanpur Airport

Kanpur

IXK

VAKS

Keshod Airport

Keshod

HJR

VAKJ

Khajuraho Airport

Khajuraho

AGR

VIAG

Kheria Airport

Agra

IXN

VEKW

Khowai Airport

Khowai

KLH

VAKP

Kolhapur Airport

Kolhapur

10

KTU

VIKO

Kota Airport

Kota

11

CCJ

VOCL

Kozhikode Airport

Kozhikode

12

KUU

VIBR

Kullu Manali Airport

Bhuntar Kullu.

13

IXS

VEKU

Kumbhirgram Airport

Silchar

ABCDGHIJKLMNOPRSTVWZ
L
#

IATA

ICAO

Name

City

IXI

VELR

Lilabari Airport

Lilabari

PNQ

VAPO

Lohegaon Airport

Pune
Top

ABCDGHIJKLMNOPRSTVWZ
M
#

IATA

ICAO

Name

City

IXM

VOMD

Madurai Airport

Madurai

LDA

VEMH

Malda Airport

Malda

MOH

VEMN

Mohanbari Airport

Mohanbari

IMF

VEIM

Municipal Airport

Imphal

MZA

Muzaffarnagar Airport

Muzaffarnagar

MZU

VEMZ

Muzaffarpur Airport

Muzaffarpur

MYQ

VOMY

Mysore Airport

Mysore

ABCDGHIJKLMNOPRSTVWZ
N
#

IATA

ICAO

Name

City

1 NDC

VAND

Nanded Airport

Nanded

2 CCU

VECC

Netaji Subhash Chandra Bose International Airport

Kolkata

3 NVY

VONV

Neyveli Airport

Neyveli

ABCDGHIJKLMNOPRSTVWZ
O
#
1

IATA
OMN

ICAO

Name
Osmanabad Airport

ABCDGHIJKLMNOPRSTVWZ

City
Osmanabad

P
#

IATA

ICAO

Name

City

PGH

VIPT

Pantnagar Airport

Pantnagar

IXT

VEPG

Pasighat Airport

Pasighat

IXP

VIPK

Pathankot Airport

Pathankot

PAT

VEPT

Patna Airport

Patna

CJB

VOCB

Peelamedu Airport

Coimbatore

PNY

VOPC

Pondicherry Airport

Pondicherry

PBD

VAPR

Porbandar Airport

Porbandar

IXZ

VOPB

Port Blair Airport

Port Blair

PUT

Puttaparthi Airport

Puttaparthi
Top

ABCDGHIJKLMNOPRSTVWZ
R
#

IATA

ICAO

Name

City

RPR

VARP

Raipur Airport

Raipur

ATQ

VIAR

Raja Sansi Airport

Amritsar

RJA

VORY

Rajahmundry Airport

Rajahmundry

RAJ

VARK

Rajkot Airport

Rajkot

RJI

Rajouri Airport

Rajouri

RMD

Ramagundam Airport

Ramagundam

RTC

Ratnagiri Airport

Ratnagiri

REW

Rewa Airport

Rewa

RRK

VERK

Rourkela Airport

Rourkela

10

JRH

VEJT

Rowriah Airport

Jorhat

11

BHJ

VABJ

Rudra Mata Airport

Bhuj

12

RUP

VERU

Rupsi Airport

Rupsi

VARG

ABCDGHIJKLMNOPRSTVWZ
S
#

IATA

ICAO

Name

City

SXV

VOSM

Salem Airport

Salem

TEZ

VETZ

Salonibari Airport

Tezpur

IXG

VABM

Sambre Airport

Belgaum

JAI

VIJP

Sanganeer Airport

Jaipur

TNI

VIST

Satna Airport

Satna

IXJ

VIJU

Satwari Airport

Jammu

SSE

VASL

Sholapur Airport

Sholapur

SLV

VISM

Simla Airport

Simla

IXA

VEAT

Singerbhil Airport

Agartala

10

IXW

VEJS

Sonari Airport

Jamshedpur

11

NAG

VANP

Sonegaon Airport

Nagpur

12

SXR

VISR

Srinagar Airport

Srinagar

13

STV

VASU

Surat Airport

Surat

ABCDGHIJKLMNOPRSTVWZ
T
#

IATA

ICAO

Name

City

1 TEI

VETJ

Tezu Airport

Tezu

2 TJV

VOTJ

Thanjavur Airport

Thanjavur

3 TRV

VOTV

Thiruvananthapuram International Airport

Trivandrum

4 TIR

VOTP

Tirupati Airport

Tirupati

5 TRZ

VOTR

Trichy Airport

Trichy

6 TCR

Tuticorin Airport

Tuticorin

ABCDGHIJKLMNOPRSTVWZ
V
#

IATA

ICAO

Name

City

BDQ

VABO

Vadodara Airport

Vadodara

VNS

VIBN

Varanasi Airport

Varanasi

VGA

VOBZ

Vijayawada Airport

Vijayawada

VTZ

VEVZ

Vishakhapatnam Airport

Vishakhapatnam
Top

ABCDGHIJKLMNOPRSTVWZ
W
#
1

IATA
WGC

ICAO
VOWA

Name

City

Warangal Airport

Warangal

ABCDGHIJKLMNOPRSTVWZ
Z
#
1

IATA
ZER

ICAO
VEZO

Name
Zero Airport

Topic-3 facilities provided to special passengers

City
Zero

Passengers with Specific Requirements

Advising Us of Your requirements
If You have specific requirements, You should advise Us of those requirements at
least 48 hours prior to Your travel.
If You make Your Booking over the telephone, You should advise Us of Your
requirements at the time of making the Booking.
Passengers making a Booking over the internet should select the type of assistance
they require during the process of making a Booking.
Alternatively, if a Booking has been made without advising Us of Your
requirements, You must either contact our Customer Service Team by telephone to
pre-book this request or pre-book assistance via the Booking confirmation service
on My easyJet.com.
We should have a minimum of 48 hours' notice to advise the airport authorities
that assistance will be required. It may not be possible to honour requests
received less than 48 hours prior to the scheduled time of departure of a Flight.
This could result in passengers being unable to travel if the airport authorities
cannot accommodate your needs.
However, where possible, easyJet will endeavour to provide passengers with
assistance when boarding and disembarking its Flights.
Civil aviation safety regulations require that passengers with specific requirements
will not be allowed to sit in emergency exit rows or in restricted seats. Outside
these safety requirements, We will make reasonable efforts to meet Your
requirements in relation to seating.
Procedures and Medication
Passengers will be permitted to carry medical equipment and/or up to 2 pieces of
mobility equipment as either Hand or Hold Baggage, subject to that medical
equipment or mobility equipment being of a shape and size that is suitable for
carriage in the aircraft cabin. Oversized equipment will need to be carried in the
aircraft hold. This is carried free of charge in addition to their standard baggage
allowance. The medication/medical equipment must be carried separately from the
Passengers standard Hold Baggage to ensure ease of recognition at the Bag Drop

Desk. To verify Your vital medication and/or medical supplies, You will require
medical documentation (e.g. letter) from Your treating doctor confirming that You
must carry this medication and/or supplies. Passengers travelling with controlled
drugs and/or injectable materials are advised to carry a medical letter/prescription
confirming the details of the drugs and their intended use.
Wheelchairs and Mobility Equipment
Wheelchairs and mobility that cannot be lifted manually into the aircraft hold will
only be accepted for travel if both airports can provide the facilities to load /
unload the device. Please note that some airports may not have sufficient
equipment for lifting heavy wheelchairs and mobility aids. Notifying Us 48 hours
prior to Your departure will enable Us to establish this and use reasonable efforts to
accommodate Your needs. Two items of mobility equipment (eg: wheelchairs,
mobility aids) per passenger will be carried free of charge in addition to a
Passengers Hold Baggage allowance. Sporting wheelchairs may be included in
this allowance. However, any sporting wheelchair(s) carried in addition to the two
items of mobility equipment per passenger allowed will be treated as Sports
Equipment (see Article 20.4 (Baggage, Hold Baggage) and Article 20.6 (Baggage,
Sports Equipment) and the applicable fee will be charged.
Wheelchairs that are powered by sealed, non-spillable types of battery are
acceptable for carriage on easyJet aircraft. easyJet will not carry wheelchairs with
un-sealed, spillable batteries.
Wheelchair assistance can be provided at the airport for passengers who require
assistance (including passengers who use wheelchairs, passengers who cannot
walk unaided, passengers who are unable to climb the aircraft steps, or passengers
who cannot walk long distances). You should inform easyJet at the time of
making a Booking, and no less than 48 hours before Your scheduled departure
time, to arrange this service. Additional seat requirement
Our minimum seat dimensions are as follows:

Pitch (distance between back of seat and back of seat in front): 29" (approx.
72.5cm)
Width (distance between armrests): 17 " (approx. 44cm)

If You are unable to fit into a single seat with the above dimensions for any reason
(including medical requirements e.g. a broken leg) You will be required to
purchase additional seats at the prevailing rates to accommodate Your needs.

Passengers travelling with broken limbs

Passengers travelling with upper limbs in a cast(s) (ie waist and above), will only
require one seat to travel.
Adult passengers travelling with lower limbs in a cast(s) (ie waist and/or full leg
plaster), must purchase two or more seats in total, per Flight, to travel as required
to accommodate their height comfortably. This will enable the limbs to be elevated
during the Flight and reduce swelling.
Passengers travelling with a lower leg in plaster, may only require one seat. The
number of seats required should be determined so as to accommodate the
Passengers height comfortably.
Where additional seating must be purchased to accommodate Your needs, this will
be required regardless of whether the aircraft is full or not. If the Flight is full, You
will be required to transfer to the next available Flight on which You can purchase
an additional seat. In these circumstances, easyJet will not be responsible for any
resulting costs of an overnight stay.
The same requirements in relation to additional seating being booked shall apply to
child passengers travelling with lower limbs in a cast(s) but the length of the cast
will determine whether the child will require one, two or three seats to enable their
leg to be elevated during the Flight. Passengers travelling with a plaster cast that
has been fitted for less than 48 hours must ensure that the cast is split along the
entire length of the cast to protect against swelling that may occur in-flight. If the
plaster cast has been fitted for more than 48 hours, there is no requirement for the
cast to be split. This is applicable for both plaster of paris and resin casts.
Passengers travelling with artificial limbs
Gas cylinders worn for the operation of mechanical limbs and spare cylinders of a
similar size may be carried to ensure an adequate gas supply for the duration of the
Flight.
Passengers who are blind, vision impaired, deaf or hearing impaired
Arrangements will be made for passengers who are blind, vision impaired, deaf or
hearing impaired to be pre-boarded so that the cabin crew can explain the safety
requirements onboard the aircraft. If You are travelling with a Guide or Assistance
Dog, please see our Guide and Assistance Dogs section below.

Guide and Assistance Dogs

A Guide Dog is one trained to provide mobility assistance to people who are blind
or vision impaired. An Assistance Dog is specifically trained to assist a person with
a disability, including hearing dogs for people who are Deaf or hearing impaired.
To be carried as a Guide or Assistance Dog on an easyJet Flight, the Guide or
Assistance Dog must:

Be trained to accompany and must assist people with a disability (including

people who are vision impaired, hearing impaired or who have mobility
limitations);
Be trained by a recognised training organisation;

Be in possession of an official identity document provided by a recognised

training organisation confirming that the dog is a fully trained service dog or
is under the control of a verified trainer;

Wear an identifying jacket/harness; and

Remain under the control of the Passenger at all times,

(Guide or Assistance Dog).

Passengers should advise easyJet in advance if they will be travelling with a Guide
or Assistance Dog during the booking process or by contacting easyJet via the
Sales Desk or via Our Customer Service Team at least 48 hours prior to the
Passengers departure.
easyJet will accept a Guide or Assistance Dog accompanying people who are blind,
vision impaired, Deaf, hearing impaired or otherwise have a disability that is
assisted by the Guide Dog or Assistance Dog on flights to/from UK to mainland
Europe from all of the UK airports that we serve. Guide dogs and/or Assistance
Dogs will not be permitted to travel on flights to/from UK or mainland Europe
to/from Morocco, Egypt, Israel, Kosovo, Turkey or Jordan. Flights from mainland
Europe to Sicily, Sardinia or the Balearic Island (or vice versa) are considered
flights within mainland Europe for this purpose. Mainland Europe for the
purposes of Our Terms and Conditions is considered to be all routes on the easyJet
network, excluding flights to/from UK to mainland Europe or to/from Morocco,
Egypt, Israel, Kosovo, Turkey or Jordan.
Guide or Assistance Dogs, together with containers and food, will be carried free
of charge in addition to the normal free Baggage allowance on all domestic

journeys on all flights starting and finishing within mainland Europe (excluding
UK routes and Kosovo) and to/from United Kingdom to mainland Europe from all
of the UK airports that we serve, subject always to Our Terms and Conditions.
Acceptance for carriage of Guide or Assistance Dogs in the aircraft cabin is subject
to the Passenger assuming full responsibility for the Guide or Assistance Dog,
including for Flights on UK routes ensuring that the Guide or Assistance Dog
meets the requirements of the UK Pet Travel Scheme.
We will not accept liability for any Guide or Assistance Dogs that are not properly
documented when they present for carriage, including any liability for injury to, or
loss, delay, sickness or death of the animal generally or for any costs incurred in
the event that the Guide Dog or Assistance Dog is refused entry into or passage
through any country, state or territory.
Guide or Assistance Dogs will be accommodated free of charge on the floor of the
aircraft at the feet of the handler. Guide or Assistance Dogs must wear a harness, to
be supplied by the handler, at all times whilst in the airport terminal and whilst on
board the aircraft. The harness must be tied to the owners seat belt during take-off,
landing, turbulence and when the fasten seat belt sign is illuminated.
To ensure that all necessary procedures are completed, passengers with Guide or
Assistance Dogs are recommended to present themselves at the Bag Drop Desk 90
minutes prior to the scheduled departure time of their Flight. Please refer to Article
12 (Check-in and Airport Procedures) for further information.