Unit 1: Hospitality Industry1.1 Introduction of Hospitality IndustryMeaning of Hospitality? Broadly speaking, Hospitality is the act of kindness in welcoming and looking after the basic needs of guests or strangers, mainly in relation to food, drink and accommodation. A modern explanation of Hospitality refers to the relationship process between a guest and a host. When we talk about the “Hospitality Industry”, we are referring to the companies or organisations which provide food and drink and/or accommodation to people who are away from home. The term ‘hospitality’ is derived from Latin word ‘hospice/hospes’. hospice (nursing home), a medieval “house of rest” for travellers and pilgrims. Hospitality then includes hotels and restaurants. The general meaning of hospitality is kindness in welcoming guests. Or in other words, a friendly and impressive behavior toward guests. Hospitality includes providing services & taking proper care of guests. Hospitality industry includes all companies involving in providing services for guests. Hospitality is the relationship between guest & host, or practice of being hospitable. In our country, hospitality is based on the principle Atithi Devo Bhava, meaning \"the guest is God.\"1.2 Nature/Characteristic of Hospitality IndustryIntangible: Hospitality service are intangible in nature. • Product here cannot be seen or inspected before its purchase. • Instead, certain facilities ,installations, items of equipment are made available for a specified time and for a specified use.e.g.A meal in a restaurant has more tangible elements but image ,friendliness, helpfulness, trust,courtesy etc. are intangibles.Psychological: • A large component of hospitality product is the satisfaction of the customer or guest that he /she derives from its use. • A guest acquires experiences while interacting with new environment and his experiences help to attract and motivate potential customers.Highly perishable 46
• Hospitality products cannot be stored. Service can only take place if the guest is actually present. • Once utilization begins, it cannot be stopped, interrupted or modified. If the product remains un used., the chances are lost i.e if guest do not stay in a room of hotel, the opportunity at that time is lost. • It is due to this reason that heavy discount is offered by hotels and generating revenue during off seasons. Unstable demand • Hospitality service demand is influenced by seasonal ,economic political and others such factors. • There are certain times of the year which see a greater demand than others. • At these times there is a greater strain on services like hotel bookings , employment, the transport system. Absence of ownership • When you buy a car, the ownership of the car is transferred to you, but when you hire a taxi you buy the right to be transported to a predetermined destination at a predetermined price. • You neither own the automobile nor the driver of the vehicle. Similarly, hotel rooms , airline tickets etc. • These services can be bought for utilization but ownership remains with the provider of the service. Heterogeneous • Hospitality products are heterogeneous in nature since it tends to vary in standard and quality over time. • A package tour or even a flight on an aircraft can’t be consistent at all times. • The reason is that this product is a service are people based.1.3 Sectors of Hospitality Industry The hospitality industry is a billion dollar industry and is a cluster of industries comprising of lodging, food services, recreation, entertainment, amusement and travel sectors. These organizations offer comfort, entertainment and guidance to strangers. Over 220 million men and women worldwide are estimated to work in the travel and tourism sector, equivalent to about 8% of global employment. 47
Food service sectorTours & Travel Accomodation agencies sector Hospitality Event industry manageEntertainment ment& Recreation Adventure & Transportation outdoor sector activitiesThe hospitality industry can also be divided in different ways: Commercial or service sector: Most of the hospitality operations are being run as business to earn profits. Profit making or working within a budget: Most hospitality operations need to make profit but some need to work on specific budget. For example school canteens.Restricted customer or open to the general public: Most hospitality operations can sell to anyone butsome are restricted to selling to a small part of the public. For examples customers on train, cruise. 48
1.4 Relationship between Tourism and Hospitality IndustryThe hospitality industry is a major service sector in the world economy; it includes services likefood service, hotels and tourism. The hospitality industry is mainly divided into two parts:entertainment areas like bars, clubs and accommodation. The accommodation takes the forms ofresorts, public houses, campgrounds, hostels, hotels, motels, apartment, etc. The hospitalityindustry includes tourism support activities like travel agents and airline cabin crew. Appliedtourism technology and its workers in hospitality, tourism and travels are included in thehospitality industry. Hotels are the best example of hospitality where a customer pays apredetermined amount and the hotel staffs provides proper lodging and food facility to thecustomer. Now a day, some higher end hotels also provide internet facility which attracts lots ofcustomers (Law.et.al, 2013). A combination of meals and accommodation comes in the basichospitality establishment. Hotels are managed by highly qualified managers and other staffs.Hospitality sector has gained a lot of importance in today’s world and lots of business which alsoincludes the tourisms and travels industry. Savoy Hotel London is one of the biggest hotels in UKhas aim of satisfying its customers and fulfilling their expectations according the set standards. Soit is setting the standards and provides best hospitality to their customers.The services includes: accommodation, restaurants, cafes, entertainment activities, etc. The staffsof the hotel provide best quality services to the customers, depending upon the package to thecustomer. The travellers who want to travel can read reviews of the hotel on internet and booktheir rooms as per their requirements. Hotel takes the responsibility to take care of room services,cleaning, laundry services, etc. Hotel also provides high quality food as a big restaurant isassociated with it, which serves all types cuisines specially Thai and continental food. The foodservice is provided on the demand n requirement of the customer. Several tourists prefer beveragesin the lunch and dinner, it is also provided by the hotel on demand only. Tourism and hospitalityare correlated and grouped together as a single industry (Medlik, 2012). 49
Tourism is defined as travel by a person and visiting many places may be for a business purposeor holiday purpose. On the other hand hospitality refers to the accommodation, meals, venues anddrinks. Both these industries cover restaurants, hotels and exhibition activities, tourism is not asubsector of the hospitality merely a source of the tourist services. Hospitality is the focal point ofthe hotel industry; it provides lots of employment and revenue to UK as many people come to visitLondon every year. It is the main source of foreign exchange which helps in building the economyof the country. Hospitality helps in bringing different cultures of the world in global community.Many countries who are suffering from a trade balance looks at the tourism and hospitality to closethe gap as it is the driving force in the global market (Mok.et.al, 2013). Hospitality require globallythink to compete and survive with other organizations in the city, as every hotel today is providingbest hospitality to the customers.In the past five years, there is an increase in the growing rate of visitors coming to London forbusiness visit and holidays, at an annual rate of 9%. Hotels are the popular and main source ofaccommodations for more than 60% of the foreigners coming to London. Due to increase in thedemand of the accommodation, every sector in the hotel industry is expanding which is providinglots of job opportunities to the local residents. Hotel is providing concessions for corporatebookings like management conferences, product promotions, etc. Hotel is making efforts toprovide best services to the customers like maintaining hygiene in rooms and bathrooms, bestquality of food and providing peace and discipline in the hotel. Keeping the comfort of thecustomers in mind, hotel provides pick and drop facility from hotel to airport and other touristplaces to visit. All the arrangements are done online; it solves many issues of the customer andsaves the time of hotel staff and customer both.Quality of food service is the prime of focus of the hotel it includes food, drinks, decor, furnishingand atmosphere. A healthy meal would keep the customers and the staff healthy, it attracts mostof the customers now a days. There are offers by which hotel attracts and encourages new guest tovisit the hotel like offer of all inclusive tariffs for room and board, advertising the restaurantservices inside the hotel, encouraging the staff to suggest guests to make reservation in therestaurant, introducing a separate entrance, so that it appears not to be a part of the hotel and alsoby extending the range of food items in the restaurants. There is also the role of HRM to recruitnew talented employees who would help in taking the organization to a higher level. Also givingrewards to best performing employee monthly to encourage them to give their best (Page, 2014).Organization and managers in the tourism and hospitality industry, face lots of challenges indeveloping, recruiting and maintaining a competent, committed and well managed workforce,which is focussed in offering quality services to the customers. As both the sectors are dealingwith giving people services and retaining the customers for long time, there is a need of motivatedand efficient staff to deliver quality service. If customers are not treated well, there are very lesschance of using the hotel service again in future, there is a big challenge to maintain the numberof guest check in. Savoy hotel London gives importance to its frontline employees as they are theone who are responsible for handling lots of customers daily. They are one who firstly representsthe hotel to the customers, if their way of presenting is not up to the level, customer may feeldisappointed. 50
1.5 Origin and development of hospitality industry The origin and development of the hospitality industry is a direct outcome of travel and tourism. There are many reasons for which a person may travel. Business, further studies, medical treatment, pilgrimage, or any other reason. When a person travels for a few or more days, he may carry his clothes with him, but it’s not possible for him to carry his food and home. Before the wheel was invented, peple undertook journeys on animals such as horses, camels and elephants. In those days they used to travel in groups called caravans for safety. There was a limit to the distance they could cover in a day. At nightfall they avoided travel due to the fear of wild animals. The primitive lodging houses or inns originated essentially to cater to these needs of the travellers. Throughout the world they were known by different names such as: Dharamshala, Sarai in India, Ryokans in japan, paradors in Spain, Coffee house in America,Pausadas in portugal,Inns in Europe,Cabarets and hostelries in France and relay houses in China The Earliest inns were generally run by families or husband wife teams who provided large halls to travellers to make their own beds and sleep on the floor. They also provided modest wholesome food and drinks like wine, port . Entertainment and recreation were also provided on a modest scale. These inns or lodging properties were housed in the private homes of the local people.1.6 Changing trends of hospitality industryThe tourism and hospitality industry is one of the largest and rapid growing industry of the worldwhich takes 8-9% of total employment in the world. The trends are changing day by day. The hospitality and tourism industry has changed more than a little since the first motel, in San Luis Obispo, California, was opened in 1925. Today, there are more than four million guest rooms in the country, and tourists and businesspeople spend about $550 billion each year on travel in the United States alone.Tourism which was started as a pilgrimage and business purpose in the past is now becomingone of the most versatile and glamorous industry. Some of the emerging trends of tourism are: Agri/agro tourism Disaster tourism Eco tourism 51
Health tourism Medical tourism Pop culture tourism Shopping tourism Under water tourism Wine tourism Ghost tourism MICE tourism Home staySuch emerging trends in the industry are the result of changing life style and daily habits ofpeoples. Sedentary lifestyle More vacation and holidays Disposable income Mode of transportation Potent elderly people Inbound destinations Rise of e-tourism Economic growth Easing of travel restriction Advanced information technology etcInnovations of the future Space hotels Airships/ flying cruise Hydro polis Capsule hotel Love hotelsHotels & Resorts by 2055 According to the research based upon “what will our vacation experience be like in the year 2055?” 80% of the world population will live in dense urban centre of steel and concrete. They will be hungry for nature. The hotel will enclose everything, rooms, restaurants, gardens and ground in glass box. Guest rooms would overlook a magical sealed landscape complete with pools, walkways and gardens.The facilities, amenities, rooms of the hotels, resorts may be out of our imagination in nearfuture: A biometric room that uses thumbprint as the lock and key Shopping mall with food court, Cineplex Recreation areas with indoor ski, water parks Olympic size swimming pool and spa Artificial lakes for boating The future guest could be issued with a tech-bracelet that will enable the guest to pay by using RFID technology. 52
Touch panel remote control that manages lighting, temperature, TV, repositioning the size of bed etc. Light emitting pillow for night reading 53
Unit 2: Catering Sector2.1 Meaning and Definition catering establishment Catering word is derived from \"Cater\" means to serve. It refers the service of food & beverage to the customers. Catering is the activity of providing food and beverage for events. The food service industry (catering industry) includes those places, institutions and companies that provide meals. Catering establishments are those business properties which provide food and drinks to the number of people. The main function of catering establishment is to prepare various meals and beverages and serve them to the customer in the appropriate hospitable manner.2.2 Role of catering establishment in hospitality industryCatering dates back in the 4th millennium BC in China. The culture of grand eating and drinkingwas also present in old Egypt at that time. Most of the services were provided by slaves. Theancients Greeks are credited with making catering a trade by offering free services at their innsand hostels which continued into the Roman Empire, primarily to serve soldiers. In the MiddleAges catering centered on monasteries and the Christian pilgrimages in Europe. The trade spreadduring the reign of Charlemagne. By late Middle Ages the new bourgeoisies (people of the city)and a monetary economy helped the popularity of catering to flourish. When the industry drew theattention of German legislators in the 14th and 15th century, food and beer regulations began totake form. But much of the industry was still primarily seen in feasts and celebrations for kingsand other noblemen. After the French revolution in the 18th century and the lack of an aristocracy,catering guilds were forced to find new ways to sell their talents and the first French restaurantswere started.The food sector or catering industry is one of the most important elements in the travel and tourismindustry. This includes restaurants and take-away outlets, but it can also include catering providersto hotels and airlines.Catering and food service industry plays an important role in the promotion of local food featuresand culture of tourism destination through providing catering products and services for tourists.Many countries have designed and developed catering and food brand with own features and style,such as the Beer Festival of Munich in German, Pickled Cabbage Festival in South Korea, seriesunique meal of cactus and corn in Mexico, Samba Carnival and characteristic barbecue in Braziland so on. 54
As an important part of service industry, catering and food service industry is the important carrierof the brand and culture for a country or region with the characteristics of wide market, extensiveinfluence and more employment opportunities.In recent years, the development of global catering and food service industry maintains a rapid andhealthy momentum of development. A wide variety of catering products and different styles offood culture has been shaped in the background of different regions and cultures.These food service groups provide a fast catering and food service for the consumers from morethan 100 countries and regions all over the world. It can be seen that the convenience has graduallybecome the trend of the development of catering market with the rapid development of economyand society.In many countries, tourism is regarded as a means of developing wealth and creating employment,especially when traditional activities are on the decline. It is expected to contribute significantlyto increasing GDP but identifying skill needs, especially prospectively, causes major problems dueto the absence of any consensual definitions in tourism.The core activity in tourism is the hotel and catering industry, which includes business and leisuretourism, as well as the everyday business and leisure activities of local inhabitants.Catering is still perceived as an opportunity available to people of all ages which do not requiremuch capital investment or many qualifications. Anyone can open a restaurant, and in the US, onlysome of the States require those working in the trade to take a basic training course in hygiene.But, in both countries, the development of hotel and restaurant chains is gradually increasing theamount of wage-earning jobs available, which may come to reduce the prospects of those settingup their own business.Different sectors of the tourism industry are performing their particular roles in contributing to thesuccess of a destination. Generally, these sectors can be classified into two different groups: (1)‘Private Sectors’ and (2) ‘Public Sectors’.Food and Beverage Similar to accommodation, the food and beverage sector is broad and it coversmany different types of national cuisines and styles of services.The catering industry is comprised of businesses that provide food, beverages and other servicesto a variety of clients, usually for special events. Catering industry jobs vary from small intimateaffairs to large events that involve providing not only food and beverage service but also tableware,linens, service personnel and other aspects of the event. Companies that provide catering servicesmight be as large as a business with several locations or as small as an individual who providescatering services on his or her own. A caterer might be part of a restaurant or have his or her own 55
business. Caterers might make use of independent contractors for some aspects of their cateringservice.Today’s travel and tourism industry has grown into a global economic powerhouse whosecombined direct and indirect impact on the world economy, according to the World Travel &Tourism Council (WTTC). The travel and tourism sector in India provides significant socioeconomic benefits.By the end of 2015, the Travel & Tourism sector will contribute US$7,860 billion, 10% of globalGDP, once all direct, indirect and induced impacts are taken into account. The sector will accountfor 284 million jobs, 9.5% of total employment, or one in eleven of all jobs on the planet.While many small-scale projects have been developed to combine tourism with poverty reduction,on a large scale this requires the implementation of effective national poverty reduction strategyplans (PRSPs). Economic development, poverty reduction and foreign direct investment (FDI)Hotels and restaurants provide numerous opportunities to reduce poverty in many parts of theworld.Tourism Towards 2030 is UNWTO’s long-term outlook and an assessment of the development oftourism over the two decades from 2010 to 2030. According to Tourism Towards 2030, the numberof international tourist arrivals worldwide is expected to increase by an average of 3.3% a yearover the period 2010 to 2030. In absolute numbers, international tourist arrivals will increase bysome 43 million a year, compared with an average increase of 28 million a year during the period1995 to 2010.First, a dramatic shift is underway in the “world order” of travel and tourism fueled by theemergence of a strong global middle class, especially in countries like China, Russia, India andBrazil whose collective pent-up demand to see the world beyond their national borders and toexperience other cultures is boundless.2.3 Classification of catering Establishment Catering establishments or food & beverage operations can be classified in various ways. The location, operation, types of customer, management, demand etc are different in different catering establishment. They are classified on the basis of primary & secondary, profit & non-profit, indoor & outdoor catering etc. we can classify catering establishment in two ways.We can classify catering establishment either into: 1) Primary catering establishment 2) Secondary catering establishmentOr, 1) Commercial catering establishment 56
2) Industrial catering establishment3) Institutional catering establishment4) Transport catering establishment Catering establish ment Primary Secondary catering cateringHotels Restauran Bar/pub Outdoor Industrial Institution Transport t catering al Airlines Hostels/colle Cruiselines ges Railways Hospitals Road Welfare transportPrimary catering establishment: the basic purpose of opening is to earn profit. They offerverities of food & beverages included in the hospitality and tourism industry. For example;hotels, restaurant, bar, resorts, fast food etc.Secondary catering establishment: they are opened for the service purpose and as a supportingbusiness for main business. Their primary purpose is not to earn the profit but to support themain business. For example; hospitals, hostels, industrial catering etc.Commercial catering establishment: are opened for the purpose of earning profit. They offervarieties of food & beverage. Some common types of commercial catering establishments arehotel, restaurant, bars & pubs, fast food restaurant, outdoor catering etc. Hotel: the main purpose of hotel is to provide accommodation, but they provide food & beverage service to the in-house as well as off-house guests. Restaurant: is a place where meals and drinks are served in a hospitality manner. Different types of restaurants are fine dining, specialty, fast food etc. Bars & pubs: both bars and pubs serve alcoholic as well as non-alcoholic beverages to the customer. They also serve light meals or snacks or tit-bits. Different types of bar are lounge bar, sports bar, mobile bar, karaoke bar, piano bar etc Fast food restaurants: people in busy life prefer informal dining. They serve cooked food, easy and quick to eat such as French fries, burgers, pizza, hot dogs etc. some 57
famous fast food restaurants around the world are; McDonalds, KFC, Pizza hut, Burger King, Taco bells etc Outdoor catering ODC: they cater a large number of people at the venue of customers' choice. It includes catering for functions such as marriage, anniversary, birthday, special occasion etc. some hotels may offer ODC as per customers choice.Industrial catering: They provide catering to the people at industries and factories. Theorganization manages itself or contract some professional caters. It provides catering to thefactory labors, management employees, visitors etc.Institutional catering: institutional catering establishment is established by the particularinstitutes like hospitals, hostel etc depending upon the choice of menus suggested by themanagement. This type of establishments serves nutritionally high standard foods and drinks. Hostel, school, colleges: these type of catering establishments provides light and heavy meals for the staffs, students and visitors of school, colleges in a reasonable price Hospital catering: the canteens and cafeteria inside a hospital are responsible for providing quality, hygienic food to the patients. The foods should be cooked with a minimum loss of nutrients and present to the patient in an appetizing manner Welfare catering: Some welfare or religious organizations have some provisions to provide foods. Offering catering for the religious propose was started long time ago in religious centers such as Dharmasalas. It includes catering in hospitals, schools, armed forces, prisons etc.Transport catering: Transport catering is the provision of meals and drinks before, during andafter a travel/journey on various medium of transportation. We can divide transportation cateringinto 4 types i.e. road, rail, airways and water transport. Airline catering: provision of meals and drinks to the airline passenger as well as crew members on flight. Railway catering: catering to the railway passenger during the journey and at the rail stations. Ship catering/cruise lines: catering to the passengers on ship during the journey. Also it refers to floating resorts or floating restaurants. Highway/ road catering: those catering operations which serve food and drinks to the passengers who travel through bus, car, taxi etc. these are normally located around the bus terminals or on highways.2.4 Evolution of catering establishment Catering dates back in the 4th millennium BC in China. The culture of grand eating and drinking was also present in old Egypt at that time. Most of the services were provided by slaves. 58
The ancients Greeks are credited with making catering a trade by offering free services at their inns and hostels which continued into the Roman Empire. At this time the intent was primarily to serve soldiers. In the middle ages catering centred around monasteries and the Christian pilgrimages in Europe. When the industry drew the attention of German legislators in the 14th and 15th century, food and beer regulations began to take form. But much of the industry was still primarily seen in feasts and celebrations for kings and other noblemen. As people became wealthier and the economy grew, caterers found there was a demand for their services, which has previously been reserved for the very rich. 59
Unit 3: Hotel Industry3.1 Introduction of Hotel IndustryA Hotel is an establishment that provides accommodation and also usually meals and otherservices for travellers and other paying guests.It provides paid lodging, usually on a short-term basis. Hotels often provide a number ofadditional guest services such as a restaurant, laundry, a swimming pool or childcare.Some hotel may be called as an establishment whose primary business is to provide lodgingfacilities to the general public and which may include one or more of the various services such asfood and beverage, laundry ,uniformed services etc.Some hotels have conference services and meeting rooms and encourage groups to holdconventions, functions and meetings at their location.Hotels are found in almost all the cities. Hotels operate twenty four hours a day, seven days aweek.3.2 Evolution of hotel in Nepal In Nepal development of hotel and catering industries occurred only after 1954 A.D . It was in 1954 A.D, Mr. Booritch Lissanevitch the Russian master chef was invited to organize a banquet party for the 160 royal invitees during the coronation of late king Mahindra shah. In the same year, first tourist hotel named “Hotel Royal ”located at the Bahdur Bhawan Kantipath was introduced with the assistance of Mr. Booritch. 1950, 1951 A.D. First hotel established in Nepal----Mr. Nara samsher Rana, for the first time who invited foreign hotel expert. Foreign tourist were officially allowed to enter nepal.They were then provided with patees, pouwas or Dharmsala accommodation with without cost . In 1950/ 1951 A.D– First hotel were Himalayan inn or Paras inn. In 1952 – Hotel Jawlakhel In 1954 A.D – Booritch Lissanevitch Started the international hotel at Bahadur Bhawan , Kantipath KTM 1956 A.D Tribuvaun Rajpath. 1957 Air services. 1958 Coronation, Hotel green view, Hotel Emperor, Hotel Panorama etc. 1960 Hotel Royal got closed. Mr.Booritch started a restaurant called Yak and yeti at Lal darbar. Later converted into Hotel Yak and yeti hotel In 1964 A.D – Hotel Shankar In 1965 A.D – Hotel De la Annapurna In 1966 A.D – Soaltee 60
In 1970 A.D – Nepal Tourism development committee under the chairmanship of late HRH prince Himalaya Bir bikram Shah dev. In 1966 A.D – NATTA – Nepal Association of Tour and Travel Agents . In 1970 A.D.– Beginning of nightlife's concept in Ktm city and gradually going on hotel bussiness all over the nepal.3.3 Classification of Hotel3.3.1 On the basis of location Downtown / Commercial / City Hotel: These hotels are situated at the heart of city, basically designed to carting sheet stay business clients. The hotel is very expensive at the startup cost is very high. Hotel Vaishali is an example of Downtown hotel in Kathmandu, Nepal Resorts: These hotels are eco-friendly commercial hotel, basically designed for long stag guest entitled from hill, bank of the river, where the natural beauty has its significances. In European countries, resorts are seasonally operated cratering establishment. Resorts provide all the facilities as offered star categories hotel link as:-Godavary village resorts is in Godavary Transit Hotels: Transit hotel are usually located such as airport, railway, station, bus station, harbor or ports to catering the passenger. These hotels are within airside security/passport checkpoints and close to the airport terminals. Airport hotel an example of transit hotel. Motels: The words motel was derived from two interrelated words. Motor and Hotel from the Milestone Mo-Tel of San Luis Obispo, California. America motel are hotel situation on highway having facilities, parking, lodging, foods and maintenance. The target people are passenger, and Motels are designed usually with parking area for motor vehicles Sub-Urban Hotels: Sub-urban hotel located away from city center it has advantage rate are moderate or law such hotels are ideal for budget traveler and also the quite breaking organization for their conference seminar Floatels: Floatels are type of lodging properties that float on the surface of water. This category consists of all lodgings properties that are built on the top of rats or semi- submersible platforms, and includes cruise liners and houseboats. Some of them provide luxurious accommodation, along with food and beverage facilities to guests. The house boats of Dal Lake (Shikara) in Srinagar in Jammu and Kashmir are some examples of Floatels in India. Rotels: The hotels which rotate on wheel are called Rotels. It is also called Motel on wheels. The best example of rotel in India is Palace on Wheels. It is a luxurious train, fully air-conditioned, and well furnished, with attached restaurant and bar. The fare is inclusive of train ticket, food, alcoholic beverages and sightseeing. This train starts Delhi and covers the tourist places of Rajasthan and Uttar Pradesh including Taj Mahal, Agra, and Mathura. 61
3.3.2 On the basis size of property1) Small hotel: Hotels with 25 rooms or less are classified as small hotels.2) Medium Hotel: Hotel with twenty six to 100 rooms are called medium hotels.3) Large Hotels: Hotels with 101-300 guest rooms are regarded as large hotels .4) Very Large Hotels: Hotels more than 300 guest room are known as very large hotels .3.3.3 On the basis of management1) Independent Hotels: These hotels are on ownership basis and do not have any affiliation orcontract through any other property. And also they do not have any tie up with any other hotelswith regards to policy, procedures and financial obligation. The advantages in this type of hotel isthat they need not maintain a particular image and they are not bound to maintain any set targets,but can independently adopt quickly to the changing trends. They are usually autonomous.2) Chains: When one hotel realizes that they can offer the same services in other cities, chains ofthe same hotel are opened in those places. Hotel chain is an enterprise that administrates, througha unique management a number of hotels located in different areas. They can be total or partialowners of the hotel and they manage their administration, marketing and promotion. This givesthem the advantages of a large central organisation providing reservation systems, management’saids, financial strength, expertise, manpower, specialities, merchandises and promotional help.Some of the chain companies are Inter Continental Hotel Groups (IHG), Starwood Hotels andResorts Worldwide, Accor, Hilton Hotel Corp., Best Western International, Carlson HospitalityWorldwide, Marriott International, Wyndham Hotel Group, Golden Tulip Hospitality/THL, TheRezidor Hotel Group, Global Hyatt Corp., Choice Hotel International, Club Mediterranean, FourSeason Hotels and Resorts, and TUI AG/TUI Hotels and Resorts. A chain is usually classified asoperating under a management contract or as a franchise or referral group.3) Management Contracts: It is a contract between the owner of the property and a hotel operator(management contractor) by which the owner employs the operator as an agent to assume the fullresponsibilities for operating and managing the hotel. The operator can be a hotel chain withreputed name and market image ,such as Hilton ,Sheraton ,best western ,choice hospitality, etc.4) Franchise: It is the authorization given by a company to another company or individual to sellits unique product /services and use its trademark according to the guidelines given by former, fora specified time, and a specified place. Under it the owner operates as a member of the chain,utilizing the brand image, name, and goodwill and obtaining for a certain fee. Some of thefranchising companies are Holiday Inn, Choice international, Ramada,5) Referral Groups: It consists of independent hotel which have grouped together for somecommon purpose. Though the properties in the referral group may be different from each other butthere is sufficient consistency in the quality of service to satisfy guest expectations. The memberhotels recommend guest to other member hotels. Some examples are Best Western international,one of the largest hotel chains, is the best example of referral groups.6) Time –Share Hotels: A new concept of ownership also called vacation ownership or holidayownership concepts, mushrooming up in resorts areas like hills, beaches, forest. As the name 62
suggest, it entails purchasing a tourist accommodation at a popular destination for a particular timeslot in a year which can be week or weeks. Each room or suite is owned by several people whowill schedule their visits well in advance with the management office to ensure that the room orsuites is available or rent a unit to other vacationers if they cannot avail the facility. It is fullyfurnished rooms with kitchenettes may have a dining hall with a bar. More desirable the season,the higher the timeshare fee. The price of the property will depend on the week, one intends tobuy. The guest can choose the peak seasons, semi peak seasons or lean seasons. It is also requiredto pay an annual contribution towards the maintenance of apartments and public areas, electricity,gas, water, safety, insurance etc. The owner can also rent out the unit through management. Themost common time share in India is Mahindra and Mahindra, Nanda Tourist Corporation, SterlingHoliday’s Resorts, Avelon Resorts etc.7) Condominium: Condominium units also called as Condo are purchased outright and owned bythe guest as second homes. Condominium hotels have single owners instead of multiple ownerssharing the hotel. In condominium hotels, the owner informs the management company when theywould occupy the unit. The management company is free to rent the unit for the remainder of theyear, and this revenue goes to the owner. Owner purchases a unit and has full right of an unit hehas purchased and shares the cost common to the complex such as takes, insurance, Maintenance,and upkeep of public areas including swimming pool, health, clubs, parking, security,airconditioning, health, cable, broadband etc. Each owner can occupy or sell his unit independentlybut is required to follow the rules and regulations laid by the management. In some cases themanagement can help the owner in renting out the properties. They take full responsibility of theowner’s unit’s safety and also pay to the owner a major portion of the rent earned from rentingout. Usually the management request the owner to rent out in case of major conferences. Themanagement earns a major portion by renting out conferences hall and from catering. The Resortsand condominium inns group of Singapore are among the most popular example of such properties.3.3.4 On the basis of service standard (star rating)1) Upmarket/Luxury/World Class Services Hotels: Targeting the affluent segment of society,hotels in the up-market category offer world class products with personalised service of higheststandards. The emphasis is on excellence and class. These hotels provide upscale restaurants andlounge, exquisite decor, concierge services, opulent rooms and abundant amenities. The designand interior decoration of the hotel itself reflects the standards maintained by the hotel. The guestrooms are large with exquisite decoration and furnishing. Generally, a valet is assigned to eachguest room. These hotels have many speciality restaurants with full-assisted services. Top-endrecreational facilities, such as golf course, tennis court, designer swimming pool with trainedlifeguard, and other sports facilities, shopping arcades, beauty salons, health spas with sauna andJacuzzi, are a regular feature. These hotels are generally patronised by affluent people who carefor quality and include business executives, celebrities, and high –ranking political figures. TheOberoi Udaivilas, Udaipur and ITC Hotel grand Maratha Sheraton & Towers, Mumbai arefew luxury hotels in India.2) Mid- Market/Mid- Range Service Hotels: These hotels offer modest services without the frillsand personalized attention of luxury hotels, and appeal to the largest segment of travellers. Theymay offer services such as room services, round –the-clock, coffee shop Airport / railway stationpickups and drop facilities. A typical hotel offering mid range services would be medium sized;having roughly 150 to 300rooms.The room rent is much lower than the upmarket hotels. These 63
hotels are patronised by business travellers, individual travellers and groups. Taj Residency,Lucknow and Trident Hotel, Jaipur are examples of mid-market hotels.3) Budget/Economy Hotels: It focus on meetings the most basic needs of guest providing clean,comfortable and inexpensive rooms. Also known as economy or limited services hotels, theyappeal primarily to budget –minded travellers and groups. The clientele of budget hotels may alsoinclude families with children, bus tour groups of people travelling together. These hotels haveclean, comfortable guest rooms, coffee shop, and a multi cuisine restaurant, in room telephone,and channelled music and movies.3.4 Organization Chart of Hotel 64
5 Major functional and operational department of hotel with function1. EngineeringThe engineering department is responsible for maintaining the physical plant of the hotel such aselectricity, plumbing, air conditioning, heating and elevator systems; and for overseeing allmechanical and technical conditions of the hotel.2. SecuritySecurity is an important concern in every hotel. The security department is responsible forimplementing procedures which aim at protecting the safety and security of hotel guests, visitors,hotel employees and the hotel itself. Examples include monitoring surveillance equipments,patrolling the hotel premises and maintaining security alarm systems.3. Human ResourcesThe human resources (personnel and training) department is responsible for hiring, orientation,training, wages and benefit administration, labour relations, employee relations, and staffdevelopment.4. Food and BeverageThe food and beverage (F&B) department provides food and beverage services to the hotel guestsand visitors through a variety of outlets and facilities/services. Examples include lounge, bar,coffee shop, restaurants, banquet service, room service (also called in-room dining) and cake shop.5. Sales and MarketingThe main functions of the sales and marketing department involve generating new businesses forthe hotel, coordinating advertising, as well as sales promotions and public relations activitiesaiming at enhancing the hotel’s image.6. AccountsThe accounts department is headed by the financial controller who, as a key member of themanagement team, can guide the hotel to an increasing profitability through better control andasset management. In addition, this department is responsible for monitoring all of the financialactivities of a hotel. Examples include overseeing accounts receivable, accounts payable, payroll,and cost control systems of the hotel; keeping records of assets, liabilities and financial transactionof the hotel; preparing the monthly profit-and-loss statement, coordinating with purchasingdepartment and information technology department, and handling guests’ inquiries about billing.7. Room DivisionThe main source of income for most hotels comes from the rooms division and the food andbeverage department. In general, the rooms division comprises two major departments, the frontoffice and housekeeping, which are involved in the sales or services of rooms to guests. Thedirector of rooms is responsible to the general manager for the effective leadership and smoothoperation of all departments that make up the rooms division.8. Front office OperationThe front office is the nerve centre or hub of a hotel. It is the department that makes the first andlast impression on the guests, and the place that guests approach for information and servicethroughout their stays. The three main functions of the front office are as follows:1. Selling rooms2. Maintaining balanced guest accounts3. Providing services and information to guests 65
3.6 Front of the house department and Back of the house department in hotelParts of a RestaurantIn order for a successful restaurant to flourish, there are many parts that must work together tocreate a positive experience and end result for the consumer. Understanding the differencesbetween front of house and back of house functions will significantly help your restaurant flowmore effortlessly and increase efficiency. Being knowledgeable about the parts of a restaurant, thebreakdown between front of house and back of house, along with the specific roles of its employeesis an important concept to grasp when working in the hospitality industry.Front of the House:The term, “front of the house,” refers to all actions and areas that a customer will be exposed toduring their stay at a restaurant.Entry- The most critical moment toward creating a great first impression for your customers iswhen they first walk through your front door. The entryway should capture the theme and feel ofyour restaurant and create a natural flow leading to other areas. Don’t forget about the outdoorappearance as well! Outdoor restaurant signs will help capture attention and increase traffic.Waiting Area- Having too many customers at one time can sometimes lead to negativeexperiences for customers. In order to alleviate this, waiting areas should provide as much comfortas possible to customers while they wait to be seated. Chairs and benches can be placed to givepatrons somewhere to sit, as well as extra menus nearby so customers have something to do whilewaiting. It’s also smart to display boards or flyers within the waiting area to promote specials orevents, such as happy hours, unique menu items, or tastings.Restrooms- Most guests who visit a restaurant will end up using the bathroom at one point duringtheir visit, especially if they have children, which is why it’s important to not overlook this smallarea. Cleanliness should always be the most important priority here, but modern fixtures and tilecan dramatically dress these small spaces up with just a few touches.Bar- If your restaurant plans to serve alcohol, make sure your bar is as inviting as your main diningarea. It should feel welcoming, and be functional enough for customers to eat at, but also allowwaiters to pick up their drink orders.Dining Room- The main part of a restaurant where the customer will spend the most time is thedining room, and also where many front of house employees will work during their shifts. Diningrooms can be laid out and organized however you’d like to suit your restaurant’s concept, but thereshould be a natural flow from room to room. Servers should be able to maneuver freely, andcustomers should be able to access their seats and table with enough space to feel comfortable.Outdoor Seating- Deck and patio tables and seating should also flow seamlessly from the diningarea to the outdoors, giving guests a different atmosphere to take advantage of while visiting yourbusiness.Back of House: 66
The term, “back of the house,” encompasses all the behind-the-scenes areas that customers willnot see. This acts as the central command center in a restaurant because it’s where the food isprepared, cooked, and plated before making its way to the customer’s table. The back of housealso serves as a place for employees and managers to do administrative work.Kitchen- The kitchen is usually the largest part of any back of house and can be divided intosmaller sections, such as areas for food storage, food preparation, cooking lines, holding areas, anddish washing and sanitation areas.Employee Area- Break rooms and employee bathrooms give employees somewhere to place theirbelongings, take breaks while on shifts, and look over work schedules and notes from managers.Office- Managers should have a small area in which they can do administrative work that is awayfrom the hustle-and-bustle of the kitchen or dining room.3.7 Inter departmental relationshipCoordination of activities of all departments is essential to provide the guest with a quality serviceat all times. All departments should work as a team in fulfilling guest satisfaction. In the food andbeverage service, smooth restaurant operation and service delivery rely on close coordination andcommunication between departments. You must be fully aware of the role of each coordinatingdepartment. For example, a waiter needs to understand how kitchen operates, especially foodpreparation, ingredients and methods used for preparation.Kitchen: For hygienic and timely delivery of the food as per the guest orders.Front Office: Information regarding VIP in-house, room reports, billing, types of plan in whichthe guest stay.Kitchen Stewarding: Cleaning, Polishing & inventory of all crockery’s, cutleries, glassware usedin service.Purchase: For the requisition of all condiments service kits & necessary stationeries.Housekeeping: Placing of VIP amenities, Exchange of soiled linen & cleaning of all the outlets.Engineering & Maintenance: Repair & Maintenance of the electrical equipment, checking of aircondition & water supply, furniture etc.Accounts: Any discrepancy in bills & sales summary maintaining of city ledgers & handling allkinds of cashes.Human Resources: Hiring & firing of staffs, increment, appraisal, Procurement, development &training.Sales & Marketing: Banquet reservation, Food &Beverage promotion and many more. 67
Unit 4: Career prospects in Hospitality Industry4.1 Define careerThe progress and actions taken by a person throughout a lifetime, especially those related to thatperson's occupations. A career is often composed of the jobs held, titles earned and workaccomplished over a long period of time, rather than just referring to one position.While employees in some cultures and economies stay with one job during their career, there is anincreasing trend to employees changing jobs more frequently. For example, an individual's careercould involve being a Manager, though the individual could work for several different firms andin several different areas of organization over a lifetime.4.2 Career possibilities in Hospitality IndustryTourism today is one of the world's largest industries. It is made up of many segments, the principalones being transportation, accommodations, food service, shopping, travel arrangement, andactivities for tourists, such as history, culture, adventure, sports, recreation, entertainment, andother similar activities. The businesses that provide these services require knowledgeable businessmanagers.Familiarity with tourism, recreation, business, and leisure equips one to pursue a career in a numberof tourism-related fields. Even during times of severe economic downturn, tourism has performedwell. Tourism skills are critically needed, and there are many opportunities available in a multitudeof fields. Because tourism is diverse and complex and each sector has many job opportunities andcareer paths, it is virtually impossible to list and describe all the jobs one might consider in thislarge field. However, as a student interested in tourism, you could examine the following areas:-Airlines:-The airlines are a major travel industry employer, offering a host of jobs at many levels,ranging from entry level to top management. Illustrative jobs are reservation agents, flightattendants, pilots, flight engineers, aircraft mechanics, maintenance staff, baggage handlers, airlinefood service jobs, sales representatives, sales jobs, computer specialists, training staff, office jobs,clerical positions, ticket agents, and research jobs. Because airlines have to meet safety and otherrequirements, opportunities also exist with the Federal Aviation Administration (FAA). The FAAhires air traffic controllers and various other specialists. Airports also use a wide range of personnelfrom parking attendants to airport managers. Other policy and air-safety related jobs are availablewith associations such as the Air Transport Association.Bus Companies:-Bus companies require management personnel, ticket agents, salesrepresentatives, tour representatives, hostesses, information clerks, clerical positions, bus drivers,personnel people, and training employees.Cruise Companies:-The cruise industry is the fastest-growing segment of the tourism industrytoday. Job opportunities include those for sales representatives, clerical workers, marketresearchers, recreation directors, and CEOs. Because of its similarity in operations, the cruiseindustry has many of the same jobs as the lodging industry. 68
Railroads:-Passenger rail service is currently dominated by Amtrak, which hires passengerservice representatives, traffic analysts, sales representatives, reservation clerks and other types ofclerks, conductors, engineers, coach and lounge car attendants, and station agents.Rental Car Companies:-With increased pleasure air travel and the growth of fly/drive programs,rental car companies are becoming an even more important segment of the travel industry. Thissector of tourism employs reservation agents, rental sales agents, clerks of various kinds, serviceagents, mechanics, and district and regional managers.Hotels, Motels, and Resorts:-The range of jobs in hotels and motels is extremely broad. Thefollowing list is representative: regional manager, general manager, resident manager, comptroller,accountants, management trainees, director of sales, director of convention sales, director ofpersonnel, director of research, mail clerks, room clerks, reservation clerks, front-office manager,housekeepers, superintendent of service, bellhops, lobby porters, doormen, maids, chefs, cooks,kitchen helpers, storeroom employees, dish- washers, waiters, bartenders, apprentice waiters,heating and air-conditioning personnel, maintenance workers, engineers, electricians, plumbers,carpenters, painters, and laundry workers.Resorts tend to have the same jobs as those mentioned for hotels and motels; however, largerresorts will have greater job opportunities and require more assistants in all areas. Resorts alsohave a number of additional job opportunities in the areas of social events, entertainment, andrecreation, such as for tennis and golf pros. At ski resorts there will be ski instructors, members ofa safety patrol, and so on. The American Hotel and Motel Association estimates that the lodgingindustry employs approximately 1.64 million people; and by the year 2005, lodging industry labordemands will increase 25 percent.Travel Agencies:-Travel agencies range from very small to very large businesses. The smallerbusinesses are very much like any other small business. Very few people carry out all the businessoperations, and jobs include secretarial, travel counseling, and managerial activities. In largeoffices, job opportunities are more varied and include branch manager, commercial accountspecialists, domestic travel counselors, international travel counselors, research directors, andadvertising managers. Trainee group sales consultants, accountants, file clerks, sales personnel,tour planners, tour guides, reservationists, group coordinators, trainees, operations employees,administrative assistants, advertising specialists, and computer specialists are other possibilities.Tour Companies:-Tour companies offer employment opportunities in such positions as tourmanager or escort, tour coordinator, tour planner, publicist, reservations specialist, accountant,sales representative, group tour specialist, incentive tour coordinator, costing specialist, hotelcoordinator, office supervisor, and managerial positions. Often, a graduate will begin employmentas a management trainee, working in all the departments of the company before a permanentassignment is made.Food Service:-Many job opportunities are available in the rapidly growing food service industry,such as headwaiters, captains, waiters, waitresses, bus persons, chefs, cooks, bartenders, restaurantmanagers, assistant managers, personnel directors, dieticians, menu planners, cashiers, foodservice supervisors, purchasing agents, butchers, beverage workers, hostesses, kitchen helpers, and 69
dishwashers. In addition, highly trained managers having a strong background in this sector arerequired to oversee the development and performance of large restaurant chains.Tourism Education:-As tourism continues to grow, the need for training and education grows. Inrecent years many colleges and universities have added travel and tourism programs, existingprograms have expanded, vocational schools have launched programs, trade associations haveintroduced education and certification programs, and private firms have opened travel schools.There are job opportunities for administrators, teachers, professors, researchers, and support staff.Tourism Research:-Tourism research consists of the collection and analysis of data from bothprimary and secondary sources. The tourism researcher plans market studies, consumer surveys,and the implementation of research projects. Research jobs are available in tourism with airlines,cruise lines, management consulting firms, state travel offices, and so on.Travel Communications:-A number of opportunities are available in travel writing as editors,staff writers, and freelance writers. Most major travel firms need public relations people who writeand edit, disseminate information, develop communication vehicles, obtain publicity, arrangespecial events, do public speaking, plan public relations campaigns, and so on. A travelphotographer could find employment in either public relations or travel writing. Television is amedium with increasing opportunities.Recreation and Leisure:-Jobs in recreation and leisure are enormous. Some examples are activitydirector, aquatics specialist, ski instructor, park ranger, naturalist, museum guide, handicapped-program planner, forester, camping director, concert promoter, lifeguards, tennis and golfinstructors, coaches for various athletic teams, and drama directors. Many recreation workers teachhandicrafts. Resorts, parks, and recreation departments often employ recreation directors who hirespecialists to work with senior citizens or youth groups, to serve as camp counselors, or to teachsuch skills as boating and sailing. Management, supervisory, and administrative positions are alsoavailable.Attractions:-Attractions such as amusement parks and theme parks are a major source of tourismemployment. Large organizations such as Disney World, Disneyland, Six Flags, Worlds of Fun,and Sea World provide job opportunities ranging from top management jobs to clerical andmaintenance jobs.Festivals and Events:-Festivals and events are one of the fastest-growing segments of the tourismindustry. Event management is emerging as a field, is becoming more professional, and isproviding a new source of job opportunities. Events are creating offices and moving them to year-round operation. A study of the International Special Events Society showed that event managersearned between $25,000 and $75,000 per year and that the majority held baccalaureate degrees.Sports Tourism:-Sports are popular throughout the world, with many sports teams and enterprisesbecoming big businesses offering job opportunities in the management and marketing areas.Tourist Offices and Information Centers:-Numerous jobs are available in tourist offices andinformation centers. Many chambers of commerce function as information centers and hire 70
employees to provide this information. Many states operate welcome centers. Job titles found instate tourism offices are: director, assistant director, deputy director, travel representative,economic development specialist, assistant director for travel promotion, statistical analyst, publicinformation officer, assistant director for public relations, marketing coordinator, communicationsspecialist, travel editor, media liaison, media specialist, photographer, administrative assistant,information specialist, media coordinator, manager of travel literature, writer, chief of news andinformation, marketing coordinator, market analyst, research analyst, economist, referencecoordinator, secretary, package tour coordinator, and information clerk.Convention and Visitors Bureaus:-As more and more cities enter the convention and visitorindustry, employment opportunities in this segment grow. Many cities are devoting public fundsto build convention centers to compete in this growing market. Convention and visitors bureausrequire CEOs, managers, assistant managers, research directors, information specialists, marketingmanagers, public relations staff, sales personnel, secretaries, and clerks.Meeting Planners:-A growing profession is meeting planning. Many associations andcorporations are hiring people whose job responsibilities are to arrange, plan, and conductmeetings.Gaming:-One of the fastest-growing sectors is gaming. Today, one is hard-pressed to find a statewhere gambling is not allowed or a gaming proposal is not in front of the state legislature. Fromriverboats to Indian reservations to land-based casinos, new destinations are being created. Casinosprovide job opportunities ranging from managers to marketers to mechanics to clerical andmaintenance jobs.Other Opportunities:-A fairly comprehensive list of career opportunities has been presented.Others that do not fit the general categories listed are club management, entertainmentmanagement, corporate travel departments, hotel representative companies, in-flight and trademagazines, and trade and professional associations.4.3 Career path in hospitality IndustryYour path toward a fulfilling career as a hospitality manager largely depends on where you beginyour journey. Regardless of your present position, however, a degree in hospitality administrationfrom a credited university is an absolute must if you are truly serious about your professionalambitions.Individuals with little or no career experience have two basic options. Those who want to get athorough understanding of a particular hospitality sector from the ground up can begin theirjourney with a non-managerial degree from a hospitality school and begin climbing the corporateladder from the lowest rungs. If you take this path, however, you should subsequently plan oncompleting some sort of postsecondary administrative program in order to reach the top of theladder with the necessary confidence and skill.In order to accelerate their professional development, many aspirants to the hospitality industrychoose an entirely different career trajectory. By enrolling in a quality hospitality administration 71
program, they are able to avoid much of the “grunt work” that goes along with starting hospitalitypositions and put their professional life on the fast track. If management is really where you wantto be, an undergraduate degree or, better yet, a graduate degree in hospitality administration cansave you years of labor in the trenches.Individuals who are already professionally established in another industry may already have manyof the workplace skills that are necessary to excel in the hospitality and tourism sector. However,even those who possess a wealth of management experience will find that much of their knowledgefails to translate in this new professional arena. Managers from a wide range of fields can certainlycapitalize on their existing proficiencies and apply what they already know to their new careers inhospitality, but they also must learn to adapt their skills by acquiring a firm grasp of the hospitalityfundamentals. If a switch to the hospitality sector is in your future, completing an industry-specificeducational program is always a good idea. Specialized institutions like our school, the Ecolehôtelière de Lausanne, offer a variety of hospitality programs at the undergraduate and graduatelevels. Look into the specifics of each of these programs and choose one that is right for you.For most people, the first step of the hospitality management journey is choosing a particular areaof professional interest. The hospitality employment website Hcareers lists many career paths thatfall under general banners such as hotel management and travel/tourism operations, as well as lessobvious professional possibilities such as event planning and spa management.A tremendous amount of vertical movement is possible within any of these specific areas. Forexample, a line cook at a resort restaurant can work his way up to an apprentice chef positionbefore making the leap to full chef. From there, this individual may ultimately become an executivechef, the owner/operator of his own restaurant, or a resort manager in charge of cuisine. Todemonstrate the typical stages of advancement in a variety of hospitality sectors, the HospitalityGuild has posted an interactive Career Map on its official website. All of these career paths endwith a terminal post as a regional manager, director, or owner.In addition to facilitating vertical professional promotions, the hospitality industry also allowsmanagers and administrators to move horizontally between similar sectors of interest. A seniorexecutive at a global hotel chain, for example, may find later success as the director of operationsfor a major cruise ship line. Of course, additional sector-specific education and training willinevitably be necessary in order to ensure a successful horizontal career transition. In short, hospitality workers can either concentrate on a specific industry sector or a specificindustry function. Common hospitality sectors include: Accommodations Food and beverage Bar and pub Catering Events and meetings Spa and wellness Casino gaming Travel and tourism 72
Resort sport operationsCommon hospitality functions include: Finance and controlling management Revenue management Human resource management Sales and marketing management Communication and public relation management4.4 Importance of InternshipOne of the best ways to get the job you want is to have internship (cooperative education)experience. Internship opportunities abound in the tourism area. Most internship programs aredesigned to provide students the opportunity to:- 1. Gain work experience and transferable skillsStudents all have their educational experience in common. What stand out to employers is thosestudents who also have work experiences by the time they graduate. This automatically makesthem more marketable; as they may require less training and are assumed to be able to handle moreresponsibilities. In addition to the specialized skills of your field, transferable skills are generallyrequired at any job, e.g. communication/interpersonal skills, computer proficiency, and teamwork. 2. Possibly earn course creditSome degree programs incorporate a work opportunity into a requirement for graduation by givingcourse credit for the work experience. Other programs have an internship as an elective course forcredit. Contact your academic advisor for more information because earning credit varies bydepartments. 3. Possibly earn money 4. Be able to experience a prospective career pathMost students enter college with an idea of a major or career path… and most students end upchanging their minds. Exploring is a very important part of the academic process, and gaining awork experience is a great way for students to acquaint themselves with a field they are looking tolearn about. By the time of graduation, the students have confidence that the degrees they arereceiving are the right ones for them. 5. Gain practical experience, by applying methods and theories learned in classesMany people learn best by being hands on. But everyone can benefit from seeing the things thatthey have been learning in class, put to action; whether it’s in a chemistry research lab, a marketingdevelopment meeting, or a substance abuse counseling session. 6. Network with professionals in your field, for references and future job opportunities 73
It’s all about who you know. As a student intern, you are surrounded by professionals in theindustry that you are seeking access to. It’s more than just about getting a grade, earning credit, ormaking money. This is an opportunity to learn from everyone around you, ask questions, andimpress them with your eagerness. These people can be your future colleagues or can be theconnection to your first job. 7. Develop new skills and refine othersLearn your strengths and weaknesses by creating learning objectives and receiving feedback fromyour supervisor. This is a unique learning opportunity that you may never have again as a workingadult. Embrace the mistakes that you’ll make and the many things that you won’t know. Askquestions, observe, and take risks. 8. Gain confidence in your abilitiesPractice makes perfect. If you’ve learned about a specific technique in the classroom, you’re ableto test it out in the world of work. Then, you’ll be much more equipped with the technique.4.5 Attributes of Hospitality staffThe tourism industry offers a wide range of career options, from cooking to hosting, to running aresort. To be successful in the industry, you'll need certain qualities that employers look for andcustomers expect, including: 1. Commitment To be successful in the tourism industry, you must be committed to ensuring customer satisfaction. You must do whatever it takes to keep customers happy and also create repeat business. 2. Communication Skills The most successful in the tourism business are those with excellent communication skills. They can communicate effectively both orally and in writing 3. Computer Knowledge A great tourism employee has good computer skills and is familiar with a wide range of technological applications that are used within the industry. 4. Enthusiasm Great employees of the tourism industry are enthusiastic about their jobs and strive to do the best work possible. They want to give their customers the best experience available. 5. Interpersonal Skills To be successful in tourism, one must have top notch interpersonal skills, as the very nature of the business is to provide spectacular customer service. 6. Leadership Great tourism employees have strong leadership skills and are able to command projects and make significant contributions to an organization's overall success. 7. Organized To stay on top of the multitude of tasks you'll face as a tourism employee, you have to be organized and multitask without difficulty 74
8. Knowledgeable of Safety/Hygiene Issues Successful tourism employees are familiar with rules of safety and hygiene as they apply to food serving places, hotels, and other places where people spend time.9. Teamwork Successful members of the tourism industry work well with others and can be a productive member of a team. They value the contributions of everyone.10. Thorough Great tourism employees are very thorough in their work and realize that any oversight could result in customer dissatisfaction. 75
Unit 5: Law related to tourism and hospitality industries5.1 Tourism Act 20351. This act may be called as \" Tourism Act 2035 (1978)\"2. This act shall extend all over Nepal.Area Covered By This Act (Law): An act made relating to tourism arrangement. Provision Relating to Travel and Trekking Agency. Provision relating to tourist standard Hotel, Lodge, Restaurant or Resort and Bar. Provision relating to Mountaineering/ Expedition. Provision Relating to Tour Guide. Provisions Relating to other Tourism Enterprise. Miscellaneous5.2 Hotel, Lodge, Restaurant, Bar and Tourist guide regulation 2038Provision related to Hotel, Lodge, Restaurant, Bar and Tourist guide:-Chapter- 1: Preliminary1. Short Title and Commencement: (1) These Rules may be called the \"Hotel, Lodge, Restaurant,Bar and Tourist Guide Rules, 2038 (1981)\".(2) These Rules shall come in to force immediately.2. Definition: Unless the subject or context otherwise requires, in these Rules,-(a) \"Act\" means the Tourism Act, 2035(1978)(b) \"Department\" means the Department of Tourism of Government of Nepal of Nepal.(c) \"Director General\" means the Director General of the Department.Chapter-2: Registration and Classification of the Hotel, Lodge, Restaurant and Bar3. Registration of the Hotel, Lodge, Restaurant and Bar.4. Classification of Hotels.5. Facilities in the Hotel.6. Facilities in the Lodge.7. Facilities to be Available in Restaurant and Bar.8. Registration Fee.Chapter-3: Provision Relating to Tourist Guide9. The person shall have to submit an application to get License of Tourist Guide.10. Qualification of Tourist Guide.11. Issuance of Tourist Guide License.12. Remuneration of the Tourist Guide.13. Renewal of the License.14. Issuance of New License in case Loss of License. 76
15. License may be cancelled.16. Submission of Information of Experience by the Tourist Guide.Chapter-4: Miscellaneous17. Submission of Periodic Report.18. Repeal.5.3 Describe about legal provision of registration hotelsIn section 10, Chapter 3 of Tourism Act 2035 there are following Provision regardingregistration of tourist standard Hotel, Lodge, Restaurant or Resort and Bar:-Section 10. Registration as tourist standard : (1) A person, who is interested to register to his/herhotel, lodge, restaurant or resort and bar as a tourist standard, shall submit an application to theGovernment of Nepal in a prescribed format.(2) In case the hotel, lodge, restaurant or resort and bar so interested to registered pursuant to Sub-section (1) deserves prescribed facilities it shall be registered in the tourist standard and in case ofhotel it shall be registered in the prescribed classification of the tourism standard.(3) The fees for registration of a Hotel, Lodge, Restaurant or Resort and Bar shall be as prescribed.Provision regarding registration of Hotels in Hotel, Lodge, Restaurant, Bar and TouristGuide Rules, 2038 (1981)Chapter-2: Registration and Classification of the Hotel, Lodge, Restaurant and BarSection 3. Registration of the Hotel, Lodge, Restaurant and Bar: The person, interested toregister own Hotel, Lodge, Restaurant and Bar having of tourist standard pursuant to sub-section(2) of Section 10 of the Act, shall submit an application to the Department in the format mentionedin Schedule-1 including the application fee of Ten Rupees.Section 4. Classification of Hotels: The Department may specify the Hotel, registered pursuantto Rule 3, any one classification as of General Tourist Standard Hotel or Tourist Resort or one starto five star as per the facilities of that Hotel.Section 8. Registration Fee: The registration fee of the Tourist Standard Hotel, TouristResort, Lodge, Restaurant and Bar shall be as follows,-(a) One Star Hotel One Thousand Rupees(b) Two Star Hotel Two Thousand Rupees(c) Three Star Hotel Three Thousand Rupees(d) Four Star Hotel Four Thousand Rupees(e) Five Star Hotel Five Thousand Rupees(f) Tourist Standard General Hotel Five Hundred Rupees(g) Tourist Resort One Thousand Five Hundred Rupees(h) Tourist Standard Lodge Four Hundred Rupees(i) Tourist Standard Restaurant Five Hundred Rupees(j) Tourist Standard Bar Five Hundred Rupees 77
5.4 Explain Minimum facilities provided by hotelsProvision regarding facilities provided by Hotels in Hotel, Lodge, Restaurant, Bar andTourist Guide Rules, 2038 (1981)Section 5. Facilities in the Hotel: (1) there shall be at least, the following facilities in TheGeneral Tourist Standard Hotel,-(a) There shall be at least ten bedrooms and natural light and air ventilation in each room.(b) There shall be attached bathroom and toilet in Twenty Five percent room and for other roomsthere shall be other necessary bathrooms and toilets in a one is to four ratio of the rooms.(c) There shall be arrangement of modern furniture and electricity in all rooms.(d) All the rooms shall be decorated with reflecting the Nepalese art and culture.(e) The material used in bathroom shall be better and standard and there shall be arrangement ofenough hot and cold water.(f) The reception counter shall be well decorated and there shall be telephone as far as possible.(g) Dinning hall and kitchen shall be neat and clean with necessary things.(h) There shall be good arrangement for cloth washing.(i) Most of the senior personnel shall be experienced and able to speak English.(j) The dress of the worker shall be neat, clean and uniform.(k) There shall be arrangement of fan or Heater according to season.(l) There shall be arrangement of first aid and firefighting equipment.(2) The tourist resort and the tourist standard from one star to five star hotel shall have thefacilities as prescribed by the Government of Nepal by a Notification published in the NepalGazette after taking opinion of the Standard Evaluation Committee constituted pursuant toSection 11 of the Act.5.5 State about trade unionA trade union or labor union is an organization of workers who have come together to achievecommon goals such as protecting the integrity of its trade, improving safety standards, achievinghigher pay and benefits such as health care and retirement, increasing the number of employees anemployer assigns to complete the work, and better working conditions. The trade union, throughits leadership, bargains with the employer on behalf of union members (rank and file members)and negotiates labour contracts (collective bargaining) with employers. The most common purposeof these associations or unions is \"maintaining or improving the conditions of their employment\"This may include the negotiation of wages, work rules, complaint procedures, rules governinghiring, firing and promotion of workers, benefits, workplace safety and policies.Unions may organize a particular section of skilled workers (craft unionism), a cross-section ofworkers from various trades (general unionism), or attempt to organize all workers within aparticular industry (industrial unionism). The agreements negotiated by a union are binding on therank and file members and the employer and in some cases on other non-member workers. Tradeunions traditionally have a constitution which details the governance of their bargaining unit andalso have governance at various levels of government depending on the industry that binds themlegally to their negotiations and functioning. 78
Originating in Great Britain, trade unions became popular in many countries during the IndustrialRevolution. Trade unions may be composed of individual workers, professionals, past workers,students, apprentices or the unemployed. Trade union density, or the percentage of workersbelonging to a trade union, is highest in the Nordic countries. 79
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