INTRODUCTION TO HOTEL INDUSTRY

Introduction
Tourism is not just about the facilities and attractions provided for visitors. It is about people and
especially about the relationship between the customer and the individual providing service.
Everybody employed in tourism needs to have the knowledge, skills and attitudes to provide the
standard of product and service that customers expect. Knowing about the tourism industry, its
component parts and especially where you fit in is an important starting point to a successful
career in tourism.
What Is Tourism?
Tourism may be described as the activities of tourists and those who cater for them. It is a highly
diversified business with many component parts ranging from airlines to hotels. Tourism is
concerned with providing:
. Travel and transport facilities
. Accommodation
. Food and drink
. Entertainment/recreation
. Information and assistance
. Souvenirs
Above all, tourism is a hospitality industry providing a service to visitors in a warm and
welcoming way.
Who Are Tourists?
Tourists are people who for a variety of reasons travel to destinations, where they stay at least
one night. Excursionists are also visitors that do not make an over-night stop, such as day
trippers or people on cruises.
There are several basic types of tourists:
. People who travel to another country simply for pleasure/leisure
. People who travel to pursue specialist activities, e.g. cultural tourism, visit to historical sites.
. People who travel for business purposes
. People who attend international conferences and meetings
. People who travel to another country to pursue specific courses of study
. People who visit their friends and relatives in another country
. People in search of their ancestral roots
. People who travel for religious reasons, e.g. pilgrimages to Mecca.
. Retired people who have time to spare and money to travel

1.2 Historical evolution and development

Origins of Hospitality Industry
Early travelers were either warriors or traders or people in search of knowledge and there were
no hotels. Warriors and conquerors pitched their tents for accommodation while traders and
persons traveling for knowledge placed a high value on hospitality and sometimes traded their
merchandise for lodging.
Inn keeping can be said to be the first commercial enterprise and hospitality one of the first
service for which money was exchanged. Inns of the Biblical times offered only a cot or a bench
in the comer. Guests stayed in large communal rooms with no sanitation and privacy.
The rates were, of course, reasonable. The company was rough. Travelers shared the same
quarters with their horses and animals.
King James Version of Bible mentions that a Bethlehem innkeeper turned Mary and Joseph
away, because there was "no room at the inn". According to Biblical scholars the innkeeper may
have meant that the room was unsuitable for a woman about to give birth to a child. At that time,
and probably for several centuries after that, men and women shared the same accommodation
accompanied by their horses and livestock. The stable where Mary and Joseph spent the night
was probably almost as comfortable as an inn and at the same time certainly more private than
the inn itself.
In the 3rd century AD, the Roman Empire, developed an extensive network of brick paved roads
throughout Europe and Asia Minor, and a chain of roadside lodges was constructed along the
major thoroughfare from Spain to Turkey.
Till the Industrial Revolution of the 1700s, no significant improvement was made in the inns, and
taverns and they were not very suitable for aristocrats. To accommodate wealthy travelers,
luxurious structures were constructed with private rooms, individual sanitation and comforts of a
European castle. These elegant new establishments adopted the French word for mansion-'Hotel'.
Their rates were beyond the reach of an ordinary person.
In America early inns were-modeled after European taverns with sleeping quarters shared by two
or more guests. Sharing beds was a very common practice in early American and European inns.
Throughout the 1800s American innkeepers improved their services and continued to build larger
and more amply equipped properties and most of these properties were located near seaport
towns.
The tendency of Americans to travel more provided an inspiration to lodging operators. The
nation's democratic spirit also led to the development of comfortable and sanitary lodging
within the reach of an ordinary person.

Nature of the Hospitality Industry

Basically for all those who are away from their home, hospitality industry provides services.
Hospitality industry consists of those businesses and institutions and (provide food, and lodgingsuch as hotels, motels, lodges) inns, cruise ships and restaurants etc. To some extent it also
inc1udes the airlines industry. In a broad sense, any group engaged in tourism, entertainment,
transportation and lodging are covered under hospitality.
Hospitality industry is a part of travel and tourism industry. Early travelers were mostly warriors,
businessmen, and scholars in search of knowledge or people in search of occupation. Mostly
warriors would pitch their tents for accommodation while businessmen would look for a
comfortable and safe place; and would often pay through their merchandise or cash to people
providing them accommodation and food. The poor people traveling to far off places in search of
job or occupation were provided the facilities of food and accommodation free of charges. As per
some authentic sources, to facilitate travel throughout Western Europe a highway was
constructed in 312 BC. Travel could be done on this highway by chariots. Later in 117 AD this
roadway was reconstructed and covered a distance of nearly 50,000 miles.
Hospitality business now is both profits making as well as non-profit making. For example,
commercial hotels are profit making while canteens, cafeterias and religious catering outlets such
as langars and bhandaras are non-profit making.
Hospitality industry provides services, which are need oriented, and the services vary with the
needs. For example, the needs of a business executive shall be a business hotel while the needs
of a student are generally a youth hostel.
Traditional ways of providing hospitality in our country varies from place to place. In Jammu
and Kashmir, Kashmiri Pandits, who are very God-fearing people, consider guests as epitome of
God almighty Himself and welcome the-guest by a rangoli called Vyog patterned on their doorsteps out of flowers and leaves. When the guests come, the host takes a glass of water and
touches it on their forehead, so as to drive all evil spirits away from them. A special herb called
Isbandh is also touched on the forehead and then burnt in the Kangri. The head of the Dogri
family, another community of Jammu, goes to the door of the house to welcome the guest. The
head female member of the family performs aarti of the guest and puts up a tilak on the forehead
of the guest. Every day in the southern part of the country, ladies make rangoli of rice, flowers
and flour etc. It is believed that by doing so they are inviting guests and giving a message that the
house is open to welcome guests. Greeting guests with folded hands, touching their feet in
respect, aarti, puja, garlanding, applying tilak and ringing of bells, are numerous other ways of
providing warm reception and welcome-and hence hospitality-in various parts of our country.
Beating of drums, dhols, blowing of trumpets, exotic dances and shows such as puppetry etc. are
all different ways of expressing warm hospitality in our country.
In different parts of the world, traditional style hospitality is provided. For example, ladies
decorated with flowers greet the guests in Honolulu. In some countries, local people gather to
welcome visitors -at airports. Providing shoeshine service for every guest in the morning in a
hotel in Bangkok is a part of welcome to the guests. In one of the hotels in Mauritius, after the
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dinner service is over the staff collects in the dining area and sings local songs in the honor of the
guests. Memorizing the names of the guests and addressing them by their names is another way
of providing Traditional Style Hospitality for Visitors .
The past, present and future of the hospi1ality industry are linked together. Comfortable and
sanitary lodging was once considered the exclusive privilege of the wealthy only, but with the
rise of industry and democracy, hospitality has now become available to common men also.
Hospitality has both influenced and is being influenced by cultural, social and economical
changes in society. Hospitality business tends to satisfy human needs and also play an important
role in the satisfaction of social needs such as belongingness, longing ness, love, esteem and
status.
Hotel
Common Law states that a "Hote1 is a place where all who conduct themselves properly, and
who being able to pay and ready to pay for their entertainment, are received, if there be
accommodation for them, and who without any stipulated engagement as to the duration of their,
stay or as to the rate of compensation, are while there, supplied at a reasonable cost with their
meals, lodging and other services and attention as are necessarily incident to the use as a
temporary home."
A hotel may be called as an establishment where primary business is to provide to the general
public lodging facilities and which may also furnish one or more of the various services such as
food: beverage, laundry, uniformed services etc. Hence, hotel can also be called as home
multiplied by commercial activities.
As per the Reader's Digest Dictionary the term 'Hotel' refers to 'a house of entertainment of
travelers'.
According to the Encyclopedia Britannica the word 'Hotel' is of ancient origin, but its use in
English for a house offering lodging and food for travelers is recent. The Hostlers of London
took the name of Inn keeping in 1473. The world Hostler' or 'Ostler' having come to mean an inn
servant.
The term 'Hotel' was used in England in about 1760. British law as a .place where a bonafide
traveler can receive food and shelter provided he is in a position to pay for and is in a fit
condition to be received. Defines hotel or inn
In legal terminology: hotel is an inn and is required under common law to offer to its visitors
lodging, food and protection, to their baggage. Hotel service is generally based on these three
fundamental necessities of life. In addition to these a modem hotel provides its visitors many
luxuries of modem urban city living, all under one roof.
1. Inns Public houses in early times in England were called inns. Normally the term 'Inn'
was meant for the finer establishments catering to nobilities and clergy: In France these
were ca1led 'HOTELLERIES
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2. Taverns The house frequented by common man were known as taverns. The less
important establishment in France were called CABARETS.
3. Hostel Derived from the word' Host' and was used very late. The head of the hostel was
called" 'HOSTELER' in French, while in England he was called 'Inn-Keeper'.

Introduction to Hotel Management

India has great caliber for growth & development in the tourism sector. The growth of the hotel
management is linked closely to this sector. Manpower requirement for hotels is on the rise. Star
hotels require specialized trained staff for their various departments like Food & Beverage, Food
Production, Housekeeping & Front office, Public relation, Account section & other services.
These jobs have become increasingly challenging & sophisticated in recent times. The
employment opportunity in hotels varies within the industry & is largely dependent on the size of
the hotel. Human resource required by the hotel industry by 2021 is predicted to match the
extension of room space, likely to be almost an additional 1124,000 rooms. Each room in a 5 star
hotels needs 03 person & jobs with direct responsibilities, while many more persons indirectly
assist the core group.

Classification of Hotels
Classification is based on many criteria and classifying hotels into different types is not an easy
task. The hotel industry is so vast that many hotels do not fit into single well defined category.
Industry can be classified in various ways, based on location, size of property etc.

1. Based on location

City center: Generally located in the heart of city within a short distance from business
center, shopping arcade. Rates are normally high due to their location advantages.They have high
traffic on weekdays and the occupancy is generally high.
Example: Taj Mahal, Mumbai

Motels: They are located primarily on highways, they provide lodging to highway
travelers and also provide ample parking space. The length of stay is usually overnight.

Suburban hotels: They are located in suburban areas, it generally have high traffic on
weekend. It is ideal for budget travelers. In this type of hotel rates are moderately low.

Airport hotels: These hotels are set up near by the airport. They have transit guest who
stay over between flights.

Resort hotels: They are also termed as health resort or beach hill resort and so depending
on their position and location. They cater a person who wants to relax, enjoy themselves at hill
station. Most resort work to full capacity during peak season. Sales and revenue fluctuate from
season to season.

Floating hotels: As name implies these hotels are established on luxury liners or ship. It is
located on river, sea or big lakes. In cruise ships, rooms are generally small and all furniture is
fixed down. It has long stay guest.

2. Based on Size of Property

The main yardstick for the categorization of hotel is by size the number of rooms
available in the hotel.
Small hotel: hotel with 100 rooms and less may be termed as small hotels.

Medium sized hotel: hotel which has 100-300 rooms is known as medium sized
hotel.

Large hotels: hotel which have more than 300 rooms are termed as large hotels.
Mega hotels: are those hotels with more than 1000 rooms.
Chain hotels: these are the group that have hotels in many number of location in
India and international venues.
3. Based on the Level of Service
Hotels may be classified into economy, and luxury hotels on the basis of the level of
service they offer.

Economy/ Budget hotels: These hotels meet the basic need of the guest by
providing comfortable and clean room for a comfortable stay.
Mid market hotels: It is suite hotel that offers small living room with appropriate
furniture and small bed room with king sized bed.
Luxury hotels: These offer world class service providing restaurant and lounges,
concierge service, meeting rooms, dining facilities. Bath linen is provided to the guest and is
replaced accordingly. These guest rooms contains furnishing, artwork etc. prime market for these
hotels are celebrities, business executives and high ranking political figures. Example: Hyatt
Regency, New Delhi.
4. Based on the Length of Stay
Hotel can be classified into transient, residential and semi residential hotels depending
on the stay of a guest.

Transient Hotel: These are the hotel where guest stays for a day or even less, they
are usually five star hotels. The occupancy rate is usually very high. These hotels are situated
near airport.
Residential hotels: These are the hotel where guest can stay for a minimum period
of one month and up to a year. The rent can be paid on monthly or quarterly basis. They provide
sitting room, bed room and kitchenette.
Semi residential hotels: These hotels incorporate features of both transient and
residential hotel.

5. Based on Theme

Depending on theme hotel may be classified into Heritage hotels, Ecotels, Boutique
hotels and Spas.
Heritage hotel: In this hotel a guest is graciously welcomed, offered room that
have their own history, serve traditional cuisine and are entertained by folk artist. These hotels
put their best efforts to give the glimpse of their region. Example: Jai Mahalpalace in Jaipur.
Ecotels : these are environment friendly hotels these hotel use eco friendly items
in the room. Example: Orchid Mumbai is Asia first and most popular five star ecotel.
Boutique hotels: This hotel provides exceptional accommodation, furniture in a
themed and stylish manner and caters to corporate travelers. Example: In India the
park Bangalore is a boutique hotel.

Spas: is a resort which provide therapeutic bath and massage along with other
features of luxury hotels in India Ananda spa in Himalaya are the most popular Spa.
6. Based on Target Market

Commercial hotel: They are situated in the heart of the city in busy commercial
areas so as to get good and high business. They cater mostly businessmen.
Convention hotels: These hotels have large convention complex and cater to
people attending a convention, conference
Example: Le meridien, Cochin, is a hotel with largest convention center in southIndia.
Resort hotels: These leisure hotels are mainly for vacationers who want to relax
and enjoy with their family. The occupancy varies as per season. The atmosphere is more

relaxed. These are spread out in vast areas so many resorts have solar powered carts for the
transport of guest.
Suite hotels: These hotel offer rooms that may include compact kitchenette. They
cater to people who are relocating act as like lawyers, executives who are away from home for a
long business stay.

Casino hotels: Hotel with predominantly gambling facilities comes under this
category, they have guest room and food and operation too. These hotels tend to cater leisure and
vacation travelers. Gambling activities at some casino hotels operate 24 hours a day and 365
days a year.
Example: Las Vegas in United State is Famous for Casino hotels.

Boatels: A house boat hotels is referred as boatels. The shikaras of Kashmir

and kettuvallam of kerala are houseboats in India which offers luxurious accommodation to
travelers.

Rotels: These novel variants are hotel on wheel. Our very own "palace on wheels" and "Deccan
Odessey" are trains providing a luxurious hotel atmosphere. Their interior is done like hotel
room. They are normally used by small group of travelers.

HOTEL DEPARTMENTS

Major Departments of Hotel

Front Office: It is the most important department of the hotel. The main function of this
department is to give warm welcome to the guest . It helps to create good image in front of the
guest. This is the first department where guest comes in contact with. It generates the maximum
revenue for the hotel as it sells room to the guests. This also includes sub departments like
reservation, Bell desk, and Information desk. It also provides some facilities like concierge
service to the guest.
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Food and Beverage Service: It is a department

which serves food and beverage to the guest in
a very attractive and pleasing manner, which
creates good impression on the guest. there are
several kind of food and beverage outlet like
restaurants, Bars, Coffee shops, take away
banquets
etc.
It
is second
most
revenue producing department of the hotel by
selling different types of food and beverage to
the guest.

Housekeeping: This department is responsible for cleaning

and maintaining hotel premises which include public area,
guest rooms, lobby, swimming pool area etc. generally this
department is not visible to the guest. It works for guest
satisfaction through keeping the environment clean and
hygiene. Horticulture is one of the most important features of
housekeeping department which deals with different types of
flower arrangement and maintaining the garden. This department works to give pleasant look of
the hotel to the guest.

Food Production: It is a department with deals

with the preparation of different types of food
items. It is not a visible department to the guest
because it usually works in the back area. It
makes the food more delicious and attractive
by different styles of cooking method.
Different cuisine has their own kitchen and
specialized chef to work on it according to
their skills. Bakery departments comes under this which include preparation of desserts, breads
etc.

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Other Departments in a Hotel

Maintenance This Department is also called as engineering & maintenance department, this
department is leaded by the chief engineer or the head maintenance officer. This department is
responsible for all type of maintenance & repairing related tasks for example machines,
fixtures, fittings, furniture etc.

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Human Resource This department is also called as personnel department, this department is
headed by HR Manager. This department is responsible for recruiting, orientation, training,
employee welfare & compensation, implementation of labour laws & safety norms for the hotel.
The training & development department is a substitute department of HR department. This is
headed by the training manger.

Sales & Marketing This department is responsible for sales, personal relations, advertising &
marketing research, with a common goal of selling the product of the hotel i.e. rooms,
banquets & other services of the hotels by creating customers.
This department is headed by the Manager sales & marketing. Normally a hotels sales &
marketing dept. have only three or more employees.
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Purchase This department is headed by the purchase manager who reports to financial
controller. Purchase dept. is responsible for procurement of all the departmental inventories.

Finance Control & Accounting This department is led by the financial controller, who is
responsible for controlling & rectifying all the inventories for the different departments in a
hotel. The financial controller, along with the general manager, is responsible for finalising the
budgets prepared by the head of the departments. This department is also responsible for
maintaining the accounts of the hotel. Accounting activities including making payments against
invoices, billing, collecting payments, general statements, handling bank transactions, processing
employee payroll data & preparing the hotels financial statements

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Security This department is led by the chief security officer, the security department is
responsible for safeguarding the assets and employees of the hotel. Their function includes
conducting fire drills, monitoring surveillance equipments and patrolling the property.

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