TOPIC: 1) TOURISM AND ITS IMPORTANCE
WHAT IS TOURISM?
Tourism may be described as the activities of tourists and those who cater for them. It is highly diversified industry with many component parts ranging from airlines to hotels.
Tourism is concerned with providing
1. Travel and transport facilities
2. Accommodation
3. Food & Beverages
4. Entertainment and recreations
5. Information & assistance
6. Souvenirs
Above all tourism is a hospitality industry providing service to visitors in a warm welcoming way.
WHO ARE TOURISTS?
Tourists are the people who for a variety of reasons, travel to destinations where they stay at least one night or less than 6 months.
Excursionists are also tourists that don’t make one night stay such as people on cruise.
There are several basic types of tourists:
1. People who travel to other country simply for pleasure/leisure.
2. People who travel to pressure specialist activities e.g. cultural tourism, where tourist visit to historic sites.
3. People who travel for business.
4. People who attends international meetings and conferences.
5. People who travel to another country for education and studies.
6. People who visit their friends and relatives in another country.
7. People in search of their ancestral routes.
8. People who travel for religious works such as pilgrimages to Char Dham, Makka etc.
9. Retired people who have time to spare and money to spend.
HOW IMPORTANT IS TOURISM TO THE ECONOMY?
A healthy vibrant industry is important for national economy and job creations. Tourism makes an important contribution to the employment. By its nature, tourism is highly labour intensive activity as it relies on personal service. It is probably that sector of economy which is least valuable to the substitution of labour by technology. Tourism has an important role to play in bringing of prosperity to those underdeveloped parts of the country which for various reasons are relative unsuited to industry development or agriculture. In this context, tourism compliments government’s policies to achieve a balanced growth throughout the whole economy. Other than the economical advantages,tourism has various Socio-Cultural benefits such as:
1. Better international understanding to support for handicrafts and arts.
2. Fortification of cultures.
3. Generation of resources for environmental conservation.
4. Improvement in life style due to additional income possibilities.
Tourism also has its negative environmental and sociological concerns. We need to handle the tourism industry from a holistic point of view with a focus on sustainable tourism for a long period of time.
TOPIC – 2) HOSPITALITY & ITS ORIGIN
What is Hotel?
• The word hotel is derived from the French hôtel (coming from hôte meaning to host), which referred to a French version of a townhouse or any other building seeing frequent visitors, rather than a place offering accommodation.
• Thewordisalso derived from Latin words ‘Hospes’ –‘Hospitis’ means a Stranger, Foreigner or a Guest.
• Hotel is a place where Bona-fide traveller can receive food & shelter, provided he/she is in a position to pay for it and is in a fit condition to be received.
History:
• The hotel industry has its roots in past in almost every country of the world.
• The record has been found as far back as biblical times, when Mary & Joseph arrived in Bethlehem during census.
• As the Bible depicts, Mary & Joseph were refused accommodation because there was no room at the Inns.
• Itshistory goes back when the necessity and urge to travel either on foot or by mule, camels, or horse led to the setting up of places where rest and food for men and beast could be obtained.
• Since the beginning of time people have traveled for commerce, religion, family ,health, immigration, education & recreation.
• Inns&Dharmshalasasfor lodging of guestshave beeninexistance for a long time.
• Early hotels were for providing meals and overnight rest.
• There were monastries, palaces, resthouses, taverns, Inns, dharamashala, musafirkhana to those who travel by road.
• These establishments were placed on very convenient spot on the road.
• They provided the traveller the food, the drink and the shelter etc.
• The early history of accommodation of traveller can be said to have its origin in the Greek word, ‘XENIA’.
• Xenia means The Concept of Hospitality in Greek.
• GreeksmeantnotonlyHospitality but providing shelter and protection to all visiting strangers.
• In the Ancient Greece, Hospitality was a sort of Divine Order.
• In antiquity times, Greeks developed first thermal baths in villages for rest & recuperation.
• Later Roman made Mansions to provide accommodation for travelers on government business. They were the first one to develop thermal baths in England, Switzerland , & Middle East.
• In Middle East, CaravanSaray appeared on trading routes providing accommodation to Caravans.
• Caravansaray : An inn built around a large court for accommodating caravans along trade routes in Central & Western Asia.
• Caravan: A Persian Word to group of people traveling together.
• Sarai: A Persian Word means Palaces, Mansions.
• In Middle age (476-1453), Monasteries & Abbeys were the first establishments to offer refuge to travelers on a regular basis.
• Monasteries: Comes from Greek Word ‘Monazein’ – to live alone.
• Abbey derived from latin word ‘ abbatia’/ ‘abbas’ means ‘Father’.
• During the same time, Staging Post were established for Govt. Transporter. They provided shelter & allowed horses to be changed more easily.
• Around 1200, Staging post were established in China & Mongolia.
• Gradually mumerous refuges sprang up for pilgrims on their way to Holy Land.
• Inns gradually appeared in Most of Europe.
• Inns: In old english dictionary it refers to House/within/in the house.
• Inns are establishments or buildings where travelers can seek lodging and usually food & drink. They are typically country located or along a highways.
• Withthe passage of time when the travelling became more frequent and was no longer the domain of diplomats, philosophers, intellectuals and researchers.
• From that time onwards, hospitality was never offered free. Payments for accommodation used was demanded.
• By the 15th century, the institution of ‘Inns’ once again developed in several countries in Europe, especially England and France.
• In the U.S.A. another type of accommodation known as ‘Tavern’ was opened in year 1634 by a man called Samuel Coles.
• In India, the concept of shelter for travellers is not new.
• In fact, it is as old as its recorded history. The historical records are replete with mentions of Dharamshalas, Sarais, Musafir Khana etc.
• During the last few years great changes have been made in concept of hotels.
• All over the country, well planned, attractive, decorated and furnished premises in which refreshment of every type and price can be obtained.
The First Hotel Building in USA :
• The real growth of modern hotel industry took place in USA, beginning with the opening of ‘THE CITY HOTEL’ in New York in 1792. (First Publicly Held Hotel building)
• This was the first building specially erected for hotel purpose. This eventually led to great competition between different cities as resulted in Frantic Hotel building activity.
• Some of the finest hotels of USA were built in that era. E.g. “TREMONT HOUSE” (First Modern Hotel opened in Boston in 1809) is called “ADAM & EVE” of the modern hotel industry.
• Atthe close of 19th Century, there was the famous “WALDORF ASTORIA” in New York.
• The real boom in the hotel industry came in early 20th century. This period also marked the beginning of chain operation under the guidance of Mr. E.M.Statler in 1900.
• “THE BUFFALO STATLER” was built in USA and was the start of Statler Chain of Hotels. (First Business Hotel in 1908).
Motel & International Chains :
• While the growth of motels was restricted to North American Continent only, International Chain operation spread all over the country. Individual enterprises found themselves crushed in this scene.
• In a multi-financial and multi-national industry, International chain would pursue all experiences and brand image to provide marketing thrust, which an individual would find difficult to emulate.
• Large international chains emerge such as SHERATON, HILTON and HOLIDAY INN etc.
• These international chains started giving Franchises where they provide management and marketing services to individual operators.
INN-KEEPING:
History of Hotel industry to be absolutely complete would go back some 11000 years. However, from a practical stand point, Inn-Keeping as such was not possible until the adoption of a standardised medium of exchange. With the establishments of money, sometimes in 6th century B.C. came the first real interest for people to trade and travel. As the travels radius of movements widened, his need for lodging became greater. Early inns were nothing more than a small part of private dwellings. Typically the inns were self serving institutions, rarely cleaned and more often they were run by unprogressive land lords. These conditions prevailed without any changes for several hundreds of years.
INDUSTRIAL REVOLUTIONAL PROGRESS:
Industrial revolution in England and ideas are of the business of inn-keeping. During the era 1750 to 1820 English inns gained the reputation of being the f inest in the world. Their early development was in and around London, where Inn Keeping services were maintained at high level of cleanliness and to some extend catering services were also provided. As Highways were improved, new ideas that originated in metropolitan areas were adopted by country side inns as well. The Inns of England reached their peak of development during 1850s’ and due to some reasons, progress declined thereafter.
AMERICAN INNS:
In the colonies, the early inns were patterned directly after those of ruling countries. But while, the English landlords were content to remain in same state. His American counterparts demonstrated no such inhibitions. Shortly after the American Revolution, American inns were the largest in world and were on their way of offering the finest service available anywhere. By 1800, it was evident that US was assuring leadership in development of modernfirstclass hotels. While, European hotels approached with the idea that only autocracy was entitled to luxury or comfort. American hotels were run for anyone who would take advantage of hotelservicesaslong ashe could payfor them. The rate was well within the reach of masses. The factor responsible for the growth of American hotels was amount of travelling done by them. This extensive travelling habit American has continued to be a tremendous influence even to the present day on the entire hotel industry.
TOPIC – 3) HOTELS, THEIR EVOLUTION & GROWTH IN INDIA
TAJ HOTELS, RESORTS & PALACES:
• Taj Hotels Resorts and Palaces (also known as Indian Hotels Company Limited – IHCL) is a global chain of hotels and resorts.
• This company is a part of the Tata group, one of India's largest business conglomerates.
• TajHotels Resort and Palaces records to own and operate 76 hotels, 7 palaces, serviced apartments, 6 private islands and 12 resorts and spas, spanning 52 destinations in 12 countries across 5 continents and employ over 13000 people.
• Besides India, Taj Hotels Resort and Palaces are located in the United State of America, England, Africa, the United Arab Emirates, Maldives ,Malaysia, Bhutan, Sri Lanka and Australia.
• Jamshetji Nusserwanji Tata, founder of the Tata Group, opened the Taj Mahal Palace & Tower, the first Taj property and the first Taj hotel, on December 16, 1903.
• The building overlooks the Arabian Sea. He was inspired to open the grand luxury hotel after an incident involving racial discrimination at the Watson's Hotel in Mumbai, where he was refused entry as the hotel did not permit Indians, who were black. Hotels which accepted only European guests were then very common across British India.
• Jamsetji Tata traveled to London, Paris, Berlin and Düsseldorf to get the best materials and pieces of art, furniture and interior artifacts for his hotel. This hotel soon gained the supposed status of the "most iconic” hotel in India due to its prime location, traditional architecture and massive size.
THE TAJ MAHAL PALACE & TOWER, MUMBAI:
• The Taj Mahal Palace & Tower is a five-star hotel located in the Colaba region of Mumbai, Maharashtra, India, next to the Gateway of India.
• Part of the Taj Hotels, Resorts and Palaces, this building is considered the flagship property of the group and contains 565 rooms.
• From a historical and architectural point of view, The Taj Mahal Palace and the Tower are two distinct buildings, built at different times and in different architectural designs.
• The original Indian architects were Sitaram Khanderao Vaidya and D. N. Mirza, and the project was completed by an English engineer, W. A. Chambers.
• The builder was Khansaheb Sorabji Ruttonji Contractor who also designed and built its famous central floating staircase. The cost of construction was £250,000 (£127 million today).
• During World War I, the hotel was converted into a 600-bed hospital.
• The dome of the hotel is made from steel as used in the Eiffel Tower. Jamsedji Tata imported the same steel during that time. The hotel was the first in India to install and operate a steam elevator. The hotel imported American fans, German elevators, Turkish baths and English butlers, for the first time in India.
• Theside of the hotel seen from the harbour is actually its rear. The front faces away to the west.
• There is a widespread misconception that the architects' building plans were confused by the builder so that he built it facing away from the harbour.
• Thisis not true, as the hotel was deliberately built facing inland, possibly because the horse carriages in which guests came to the hotel could more easily approach the hotel from the city.
• Thecarriageswere thentakento Wellington Mews. 40 yearsago, the old front was closed off, and since then, access has been made through the harbour-side entrance. Wellington Mews has now been converted into luxury service apartments operated and owned by the Taj group.
• Onthe site where the tower wing now stands used to be a hotel called Green's Hotel at the Apollo Bunder, which was purchased by the Taj Mahal Hotel.
• Green's was popular among sailors due to its low cost and was notorious for its wild parties. In 1973, Green's hotel was demolished and the present Tower wing was constructed in its place.
THE OBEROI HOTELS, RESORTS, & PALACES:
• The Oberoi Group, founded in 1934, operates 28 hotels and three cruisers in five countries under the luxury ‘Oberoi’ and five-star ‘Trident’ brands. • The Group is also engaged in flight catering, airport restaurants, travel and tour services, car rentals, project management and corporate air charters.
• OberoiHotels&Resortsissynonymousthe world over withproviding the right blend of service, luxury and quiet efficiency. Internationally acclaimed for all-round excellence and unparalleled levels of service, Oberoi hotels and resorts have received innumerable awards and accolades.
• Its parent company is East India Hotels – EIH.
• The foundations of the Oberoi Group date back to 1934 when Rai Bahadur MohanSinghOberoi, the founder Chairman of the group bought from an Englishman; two properties -The Clarke's in Delhi and The Clarke's in Shimla.
• In the ensuing years; Mr.Oberoi ably assisted by his two sons, Mr. Tilak Raj Singh Oberoi and Mr. Prithvi Raj Singh Oberoi continued the expansion of their group with properties both in India and abroad.
• Today, Mr.P.R.S.Oberoi is the Chairman of The Oberoi Group and his son; Mr.Vikram Oberoi and his nephew, Mr.Arjun Oberoi serve in the capacities of Joint Managing Directors at EIH Ltd and EIH Associated Hotels, the two major holding companies of The Oberoi Group.
• With the addition of The Oberoi, Gurgaon, presently under the Oberoi brand; the group owns and/or operates 18 luxury hotels and 3 luxury cruisers in India, Mauritius, Egypt, Indonesia, Saudi Arabia and United Arab Emirates.
• The first property to be acquired under the "Oberoi" brand was the Oberoi Palm Beach resort at Gopalpur, Orissa.
• Under the Trident brand, the group owns and/or operate 9 properties in India and one property in Saudi Arabia.
• The Group also operates the Clarke's Hotel in Shimla and the Maidens Hotel, Delhi. These two properties; however are neither under the Trident nor under the Oberoi brand.
ITC WELCOMGROUP HOTELS, PALACES & RESORTS:
• ITC’s hotel division was launched on October 18, 1975, with the opening of its first hotel -Chola Sheraton (now rechristened as My Fortune) in Chennai.
• ITC Hotels, is today one of India’s finest hotel chains, with its distinctive logo of hands folded in the traditional Namaste is widely recognised as the ultimate in Indian hospitality.
• Eachof the chain’s hotels pays architectural tribute to ancient dynasties, which ruled India from time to time.
• The design concept and themes of these dynasties play an important part in their respective style and decor.
• With more and more hotels being added at strategic destinations, the group has joined hands with the Sheraton Corporation to strengthen its international marketing base.
• Its restaurants Bukhara, Peshawari, Dakshin, DumPukht and Kebabs & Curries are well known cuisine brands today. They market a line of food products,Kitchens of India.
THE LEELA PALACES, HOTELS & RESORTS:
• The Leela Palaces, Hotels and Resorts is an Indian luxury hospitality group founded in 1986 by Captain C. P. Krishnan Nair, who named it after his wife.
• Currently The Leela -as it is commonly referred to, is a group of seven luxury palaces and hotels, located in Mumbai, Goa, Bangalore, Kovalam, Gurgaon,Udaipur and New Delhi.
• The group has plans to open new hotels in Chennai (2012 -September) and later in Coimbatore and Agra, Lake Ashtamudi (Kollam,Kerala) and Jaipur.
• The company has marketing alliances with US-based Preferred Hotels and Resorts and is member of Global Hotel Alliance based in Geneva, Switzerland.
• Founder and chairman, Captain C P Krishnan Nair bought 11 acres of land near his house in Sahar, Mumbai to build his first hotel, The Leela Mumbai in 1986. It was the first luxury hotel near the present Sahar International Airport.
• In 1991, Captain Nair opened his second hotel in Goa. The Leela Goa was designed keeping the overall architecture of the state in mind. The luxury seaside resort has taken its inspiration from Portuguese heritage and is spread over 75 acres of land in South Goa near by Cavolim Beach.
• Leela Goa is set with 206 guestrooms and suites that have been broadly classified according to these category Pavilion Rooms, Lagoon Suite, Royal Villa, Presidential Suite, Conservatory Premiere and Club Suite.
• In1997, Captain Nair went on to build the group's first modern hotel with 357 rooms, inspired by the Mysore Palace and the architecture of the 13th century Vijayanagara empire and is surrounded by seven acres of gardens.
HYATT HOTELS & RESORTS:
• Hyatt Hotels Corporation , is an international company and operator of hotels. The Hyatt Corporation was born upon purchase of the Hyatt House, at Los Angeles International Airport on September 27, 1957.
• The original owners were entrepreneurs, Hyatt von Dehn and Jack D. Crouch. Von Dehn was eager to get out of the hotel business after a few years, so he sold his share in the hotel to Jay Pritzker. Jay's younger brother Donald Pritzker, under Jack Crouch's mentorship and along with his brother Jay, took over day-to-day operations of the company and acquired motels and hotels.
• Over the following decade, Donald's handling of the day-to-day operations and Jay's leadership and deal-making abilities helped drive acquisitions and financial strategy, making Hyatt the fastest-growing hotel chain in the United States. After Donald's death in 1972, Jay remained at the helm, helping to shape Hyatt into a major competitor in the hospitality industry.
• Park Hyatt is Hyatt's luxury brand. Park Hyatt hotels are mid-sized properties located only in premier destinations and cater to affluent individuals.
• Andaz hotelsare upscale, boutique-inspired lifestyle properties that distil the best of their locale.
• Grand Hyatt hotels are large-scale hotels that provide upscale accommodations in major cities.
• HyattRegency hotels are aimed at convention and business travellers as well as leisure travellers and are located in urban, suburban, airport, convention and resort destinations around the world.
• Hyatt Place hotels are mid-sized properties designed for families and business travellers; they are located in urban, airport and suburban areas.
• HYATT house (formerly known as Hyatt Summerfield Suites and Hotel Sierra) properties are extended-stay, residential-style hotels and smaller-to-mid-sized upscale properties with modern style located in urban and suburban locations across the United States.
• Hyatt Resorts are vacation destination properties, including beach, mountain, desert, golf and spa properties across the Park Hyatt, Andaz, Grand Hyatt, Hyatt Regency, and Hyatt brands.
• Hyatt Vacation Club properties provide members with timeshare ownership in residential-style properties with the same service of the Hyatt brand.
INDIA TOURISM HOTELS: DEVELOPMENT CORPORATIONASHOK GROUP OF HOTELS:
• The India Tourism Development Corporation Limited (ITDC) is an Hospitality, retail and Education company owned by Government of India, under Ministry of Tourism. Established in 1966, it owns over 17 properties under the Ashok Group of Hotels brand, across India.
• ITDC came into existence in October 1966 and has been the prime mover in the progressive development, promotion and expansion of tourism in the country
• 'The Ashok Group' is a chain of hotels owned and operated as Public Sector Undertakings (PSUs) of the India Tourism Development Corporation (ITDC) in India.
• HotelAshok,Samratand Janpathhotelsoffered a combined inventory of 680 rooms/suites with Hotel Ashok offering 500 rooms, Samrat offering 60 rooms and Janpath offering 120 rooms.”
• The Corporation is running hotels, restaurants at various places for tourists, besides providing transport facilities. In addition, the Corporation is engaged in production, distribution and sale of tourist publicity literature and providing entertainment and duty free shopping facilities to the tourists.
• The Corporation has diversified into new avenues/innovative services like Full-Fledged Money Changer (FFMC) services, engineering related consultancy services etc.
• The Ashok Institute of Hospitality & Tourism Management of the Corporation imparts training and education in the field of tourism and hospitality.
• Presently, ITDC has a network of eight Ashok Group of Hotels, six Joint Venture Hotels, 2 Restaurants (including one Airport Restaurant), 12 Transport Units, one Tourist Service Station, 37 Duty Free Shops at International as well as Domestic Customs Airports, one Tax Free outlet and two Sound & Light Shows.
• Besides, ITDC is also managing a hotel at Bharatpur and a restaurant at Kosi on behalf of the Department of Tourism. In addition, it is also managing catering services at Western Court, Vigyan Bhawan, Hyderabad House and National Media Press Centre at Shastri Bhawan, New Delhi.
TOPIC – 4) BASIC INTRODUCTION TO HOTEL CORE AREA WITH SPECIAL REFERENCE TO FRONT OFFICE
The hotel has the following core functioning areas:
1. Front office
2. House Keeping
3. Food Production
4. Food & Beverage Service
5. Human Resource
6. Finance
7. Sales & Marketing
8. Maintenance
9. Store
10. Security
1.) Front Office in relation with House Keeping:
⦁ It is very important department of the hotel with which Front Office has got very close relationship.
⦁ Housekeeping prepares the rooms, Front Office sells them.
⦁ Keeping the amenities, supplies in the room as per the guest special request at Front Office, Housekeeping plays a vital role there.
⦁ Close coordination between these two departments at releasing rooms as per the requirement and need of time is essential.
⦁ Preparing Housekeeping room reports and checking them with Front office to avoid any discrepancy is needed.
⦁ Posting Housekeeping charges on timely manner helps Front office to do its job accurately.
⦁ Cleaning of Public Areas of Lobby such as Front Desk, Back Office, Bell Desk, Porch, Cloak room, Business centre, etc. is key job of Housekeeping.
⦁ Proper Key control from Housekeeping & Front office is required.
⦁ Proper coordination in terms of Lost & Found is required.
⦁ In case of Complaint handling both the departments work together to have service recovery and increase efficiency.
2.) Front Office in relation with Food Production:
⦁ Intimating Kitchen about the expected arrivals and departures of the guest on a particular day is responsibility of Front Office to generate the smooth operation.
⦁ Informing Kitchen about some special requests of the guest in terms of Any special diet, or Any one is allergic to some food products etc. fetches special attention of Front office.
3.) Front Office in relation with Food & Beverage Service:
⦁ Providing In house reports, Expected Arrivals & Departures list, VIP or Group Arrivals to F & B Service, is key responsibility of Front office so that the concerned department can get ready with proper man power planning.
⦁ Posting of the F & B Outlets Bills/checks in time to avoid and wave offs or disputes with the guest at the time of departure are needed from F & B S side.
⦁ Any change in Menu or any special food festival to be promoted to any guest through Front Office is helpful.
⦁ Room Service Division of the F & B S plays important role in day to day operation with front office in terms of Mini bar postings in folio or breakfast charges at the time of departure need good coordination.
⦁ Any food and service related complaints are to be dealt very carefully with proper coordination of F & B Service.
4.) Front Office in relation with Human Resource Department:
⦁ Essentially providing skilled human man power to Front office is key job of H.R. division.
⦁ Recruiting, Training, Promoting, and sometimes firing are done by H.R. to support F.O. operations.
⦁ Takes care of any grievances took placed between inter departmental and inter personal.
5.) Front Office in relation with Sales & Marketing Department:
⦁ Basically works hand in hand supporting F.O. in selling their rooms and providing close assistance to Centralized Reservation System. Sales & Marketing Division plays a vital role in making the brand image of the hotel in the market and generating maximum profit.
6.) Front Office in relation with Finance Department:
⦁ It is another department which is in closed relationship with Front Office by coordinating in Cash & Credit Transactions and settlement of any outstanding bills from Credit Card Company or corporate company.
7.) Front Office in relation with Maintenance Department:
⦁ An important role played by Maintenance in relation to maintain Furniture, fixtures, Computers, Fax machines, Telephones, Printers, Scanners, Lightings, A.C., or any problem in Lobby items.
⦁ Even coordinating Front Office in terms of technical support in the guest room.
⦁ Putting the room from Out of Order or Out of Service is prime concern of Maintenance department and accordingly Front office is informed.
8.) Front Office in relation with Store Department:
⦁ Providing materials related to F.O. operations such as Stationeries, Forms & Formats on timely manner is key responsibility of Store.
9.) Front Office in relation with Security:
⦁ Providing safe and secure environment to all the guest is prime task of Security Section.
⦁ Every guest who enters in the Lobby area is to be scanned. The vehicle and the luggage are also to be scanned.
⦁ Any issue in terms of special cases like Earth Quake, Fire or wherever evacuation of guest is needed, Security works with Front Office hand in hand.
⦁ Dealing Special Situation like opening of double locked room or opening room on DND sign more than 24 hours, Front office always needs presence of Security.
⦁ Keeping arms and ammunition of guest at security at the time of arrival comes under Security Section.
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