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INTRODUCTION TO HOSPITALITY AND HOTEL INDUSTRY

HOSPITALITY:

“Way of treating people in the way you want yourself to be treated ‘’  Hospitality industry may be defined as an organization which provides facilities as

  • Accommodation
  • Food & Beverage
  • Transportation
  • Other Recreational activities

HOSPITALITY INDUSTRY:

  • Hotels
  • Restaurants
  • Airlines/Cruise Liners
  • Railways
  • Shopping malls
  • Canteens
  • Hospitals/Nursing homes
  • Retail Stores
  • Banks
  • Call center’s

All possible organizations involved in ‘CUSTOMER CARE’ Or “GUEST HANDLING”

ORIGIN OF HOSPITALITY

  • It is direct outcome of travel and tourism industry
  • Before wheel was invented people moved on animals and in night searched for shelter and food
  • To cater their needs primitive lodging houses or inns were developed
  • People may carry their clothes but would not be able to carry their home      ‘This is where hotel industry steps in’

Divided into three periods

  • Ancient Era
  • Grand Tour Era
  • Modern Era

ANCIENT ERA

  • Concept of INN was started
  • Lodging houses where travelers can avail a bed as well as fooding facility on payment basis, and were known as Mansions
  • Located on countryside or downtown
  • Between 1750- 1825 Inns gained reputation in being the finest hospitality establishments.
  • Provided only basic comforts

GRAND TOUR ERA

  • Better known as  “Golden Era of Travel ‘’
  • This era constituted an element of education to wealthy families.
  • Gave business opportunity for people in France, Italy, Germany, Austria, Switzerland to establish lodging houses.
  • In 1841, Thomas cook (organized a rail tour)

MODERN ERA

  • Introduction of Funiculars (ropeways) were made to make high altitude mountains accessible.
  • Set back in hotel industry after the World War II, resulting in economic depression
  • 1950 started the concept of motels, boatels, floatels, rotels and loatels emerged
  • Japan’s Nishiyama Onsen Keiunkan, founded in 705, was officially recognized by the Guinness World Records as the oldest hotel in the world

NAMES OF INNS IN DIFFERENT PARTS OF THE WORLD

  • India – Dharamshala /Sarai
  • Japan – Ryokans
  • Spain – Paradors
  • America – Coffee houses
  • Europe – Taverns / Inns
  • France – Hotel/Chalets
  • Switzerland – Mansions

FEATURES OF HOSPITALITY INDUSTRY

  • Product are intangible & perishable
  • No specific business hours
  • Characterized by shift work
  • Hospitality operations run on a 24×7 all year

HOTEL

  • Hotel is a public place which provides fooding and lodging to a bonafied customer on payment basis

Guest-Guest/Customer who purchases the product or services of the hotel

EVOLUTION AND GROWTH OF HOTEL INDUSTRY

ANCIENT AND MEDIEVAL ERA:

  • Origin of hotel industry in India was during Indus valley Civilization
  • Hospitality sector in India rooted in Hindu philosophy of atithi devo bhava which means that an unannounced guest is to be accorded the status of God.
  • Lodging houses during those times were known as Dharamshalas.
  • Mughals continued the practice and built Sarais for travellers with basic necessities of – water, room, stable for horses and worship place.

COLONIAL ERA

  • Garni hotels started in Paris and provided rooms with no fooding facility
  • Chalets started in Europe by britishers in the form of small cottages and provided food and lodging
  • Gradually luxury hotels started in India like Esplanade (1871) hotel in Calcutta
  • 1900 first Indian style Hotel Sardar griha was opened.
  • In December 1903, Mr. Jamshedji Ratan Tata Inaugurated TAJ MAHAL hotel Mumbai.
  • In 1923, Shapurji sorabji built the Grand hotel in Mumbai.

MODERN ERA

  • Oberoi Hotel Group: Founded by Late Mr.Rai bahadur Singh Oberoi. He was a clerk in Hotel Cecil, Shimla 1992 who had a vision to open his own hotel.
  • 1950 emerged the new concepts of motels
  • The first luxury Hotel Ashok New Delhi was built by the government in 1956.
  • Formation of ITC(Indian tobacco company) joined Hotel industry under Welcome Group
  • 1966:  Formation of ITDC when Govt. felt the potential for tourism and need for hospitality industry
  • Gradually the following properties started & expanded
  • Hyatt hotels
  • Leela  group
  • J.P. hotels
  • Hilton
  • Four season
  • Lemon tree
  • Marriot International

DOMESTIC HOTEL COMPANIES:

  • Taj
  • Oberoi
  • ITC
  • Sarovar
  • Lemon Tree
  • Leela
  • Royal Orchid group 

INTERNATIONAL HOTEL COMPANIES

  • Marriott
  • Radisson
  • Accor
  • Hyatt
  • Hilton
  • IHG

HOTEL ORGANIZATION:

Departments of the hotel can be classified under three main categories

  • Operating and Revenue generating
  • Operating and Non-revenue generating
  • Non-operating and Revenue generating

Operating and Revenue generating

Major-

  • Rooms division-
  • Front office
  • Housekeeping
  • Food & beverage dept.-
  • Production- Kitchen, Bakery
  • Service- Coffee shop, Bar, Restaurant, Room service, Banquet.

Minor-

  • Laundry
  • Telephone,etc

Operating and Non-revenue generating

  • Human resource department
  • Security
  • Store/Purchase
  • Accounts
  • Maintenance
  • IT
  • Sales and marketing
  • Engineering

Non-operating and Revenue generating

  • Travel agents
  • Florist
  • Chemist           
  • Book stall
  • Spa /salon

 Rooms Division hierarchy to be added

 

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