Hotel Industry in India

1. Hospitality IndustryHospitality Industry
Hospitality is the cordial and generousHospitality is the cordial and generous
reception and entertainment of guests orreception and entertainment of guests or
strangers, either socially or commercially.strangers, either socially or commercially.
The Hospitality Industry is comprised ofThe Hospitality Industry is comprised of
those businesses which practice the act ofthose businesses which practice the act of
being hospitable; those businesses whichbeing hospitable; those businesses which
are characterized by generosity andare characterized by generosity and
friendliness to guests.friendliness to guests.

2. I. Overview of Hospitality IndustryI. Overview of Hospitality Industry
A. Characteristics of Hospitality IndustryA. Characteristics of Hospitality Industry
1.1. InseparabilityInseparability
2.2. PerishabilityPerishability
3.3. Labor-intensiveLabor-intensive
4.4. RepetitiveRepetitive
5.5. IntangibilityIntangibility

3. B. Components of Hospitality IndustryB. Components of Hospitality Industry
1. Lodging Operations1. Lodging Operations
-such as hotels, resorts, motels etc.-such as hotels, resorts, motels etc.
2.2. Transportation ServicesTransportation Services
-such as taxi, train, cruise ships, etc.-such as taxi, train, cruise ships, etc.
3.3. Food and Beverage OperationsFood and Beverage Operations
-such as restaurants, bars, etc.-such as restaurants, bars, etc.
4.4. Retail StoresRetail Stores
-such as souvenir shops, etc.-such as souvenir shops, etc.
5.5. ActivitiesActivities
-such as recreations, festivals, etc.-such as recreations, festivals, etc.

4. C. Classification of HotelsC. Classification of Hotels
1.1. According to Size:According to Size:
a. Small Scale (under 150 rooms)a. Small Scale (under 150 rooms)
b. Medium Scale (150 to 299 rooms)b. Medium Scale (150 to 299 rooms)
c. Large Scale (300 and above)c. Large Scale (300 and above)

5. 2. According to Target Market:2. According to Target Market:
a.a. Commercial HotelsCommercial Hotels
b.b. Airport HotelsAirport Hotels
c.c. Suite HotelsSuite Hotels
d.d. Residential HotelsResidential Hotels
e.e. Resort HotelsResort Hotels
f.f. Bed and Breakfast HotelsBed and Breakfast Hotels
g.g. Time-Share and CondominiumTime-Share and Condominium
h.h. Casino HotelsCasino Hotels
i.i. Conference CentersConference Centers
j.j. Convention HotelsConvention Hotels
k.k. Alternative Lodging PropertiesAlternative Lodging Properties

6. 3. According to Levels of Service3. According to Levels of Service
a. World-Class Servicea. World-Class Service
b. Medium-Range Serviceb. Medium-Range Service
c. Economy / Limited Servicec. Economy / Limited Service

7. 4. According to Type of Ownership and4. According to Type of Ownership and
AffiliationAffiliation
a.a. IndependentIndependent
b.b. Chain HotelsChain Hotels
- Management Contract- Management Contract
- Franchise- Franchise

8. 5. Reasons for Traveling5. Reasons for Traveling
a. Business Travela. Business Travel
b. Pleasure Travelb. Pleasure Travel
c. Group Travelc. Group Travel
d. Buying Influencesd. Buying Influences

9. 6. According to Quality Ranking6. According to Quality Ranking
a.a. DeluxeDeluxe
b.b. First ClassFirst Class
c.c. StandardStandard
d.d. EconomyEconomy

10. 7. According to Location7. According to Location
a.a. Center CityCenter City
b.b. SuburbanSuburban
c.c. ResortResort
d.d. AirportAirport
e.e. HighwayHighway

11. D. Hotel OrganizationD. Hotel Organization
Mission StatementMission Statement
Defines the unique purpose that sets one hotel or hotel company apart fromDefines the unique purpose that sets one hotel or hotel company apart from
others. It expresses the underlying philosophy that gives meaning and direction toothers. It expresses the underlying philosophy that gives meaning and direction to
hotel policies. A hotel’s mission statement should address the interests of threehotel policies. A hotel’s mission statement should address the interests of three
diverse groups: guests, management, and employees.diverse groups: guests, management, and employees.
ObjectivesObjectives
Are those ends an organization must achieve to effectively carry out itsAre those ends an organization must achieve to effectively carry out its
mission. An objective is more specific than a mission; it calls for levels ofmission. An objective is more specific than a mission; it calls for levels of
achievement which can be observed and measured.achievement which can be observed and measured.

12. GoalsGoals
Define the purpose of a department or division; they direct the actions ofDefine the purpose of a department or division; they direct the actions of
managers and employees and the functions of the department or division towards fulfillingmanagers and employees and the functions of the department or division towards fulfilling
the hotel’s mission.the hotel’s mission.
StrategiesStrategies
Are the methods a department or division plans to use to achieve its goals.Are the methods a department or division plans to use to achieve its goals.
Organizational ChartOrganizational Chart
A schematic representation of the relationships between positions within theA schematic representation of the relationships between positions within the
organization. It shows where each position fits in the overall organization as well as whereorganization. It shows where each position fits in the overall organization as well as where
divisions of responsibility and lines of authority lie. Solid lines on the chart indicate direct-divisions of responsibility and lines of authority lie. Solid lines on the chart indicate direct-
line accountability. Dotted lines indicate relationships that involve a high degree ofline accountability. Dotted lines indicate relationships that involve a high degree of
cooperation and communication, but not direct reporting relationship.cooperation and communication, but not direct reporting relationship.

13. E. Classification of Functional Areas:E. Classification of Functional Areas:
Revenue vs. Support CentersRevenue vs. Support Centers
Revenue CentersRevenue Centers - those that sells goods or services to guests,- those that sells goods or services to guests,
thereby generating revenue for the hotelthereby generating revenue for the hotel (front office, food and(front office, food and
beverage outlets, room service and retail stores).beverage outlets, room service and retail stores).
Support CentersSupport Centers -- these do not generate direct revenue, but providethese do not generate direct revenue, but provide
important backing for the hotel’s revenue centers (housekeeping,important backing for the hotel’s revenue centers (housekeeping,
accounting, engineering and maintenance, and human resourcesaccounting, engineering and maintenance, and human resources
division).division).

14. Front-of-the-house vs. Back-of-the-houseFront-of-the-house vs. Back-of-the-house
Front-of-the-houseFront-of-the-house -- areas that involves guest and employeeareas that involves guest and employee
interaction (front office, restaurants, and lounges).interaction (front office, restaurants, and lounges).
Back-of-the-houseBack-of-the-house - areas where interaction between guests- areas where interaction between guests
and employees is less common (housekeeping, engineeringand employees is less common (housekeeping, engineering
and maintenance, accounting, and human resources).and maintenance, accounting, and human resources).

15. F. Hotel Divisions:F. Hotel Divisions:
1.1. Food and Beverage DivisionFood and Beverage Division
2.2. Sales and Marketing DivisionSales and Marketing Division
3.3. Accounting DivisionAccounting Division
4.4. Engineering and MaintenanceEngineering and Maintenance
5.5. Security DivisionSecurity Division
6.6. Human Resource DivisionHuman Resource Division
7.7. Rooms DivisionRooms Division
-Housekeeping-Housekeeping
-Front Office-Front Office
1.1. Other Divisions:Other Divisions:
-Retail Outlets-Retail Outlets
- Recreation- Recreation
- Casino- Casino