One of the fastest growing sectors of the economy of our time is the hoteli n d u s t r y . T h e h o t e l i n d u s t r y a l o n e i s a m u l t i b i l l i o n d o l l a r a n d g r o w i n g enterprise.

It is exciting, never boring and offer unlimited opportunities. The hotel industry is diverse enough for people to work in different areas of interest and still be employed within the hotel industry. This trend is not just in India; but also globally. Modern hotels provide refined services to their guests. The customers or guests are always right. This principle necessitated application of management p r i n c i p l e s i n t h e h o t e l i n d u s t r y a n d t h e h o t e l p r o f e s s i o n a l s r e a l i z e d t h e instrumentality of marketing principles in managing the hotel industry. The concept of total quality management is found getting an important place in the marketing management of hotels. The emerging positive trend in the tourism industry indicates that hotel industry is like a reservoir from where the foreign exchange flows. This naturally draws our a t t e n t i o n o n H O T E L MANAGEMENT. Like other industries, the hotel industry also needs to explore avenues for innovation, so that a fair blending of core and peripheral services is made possible. It is not to be forgotten that the leading hotel companies of the world have been intensifying research to enrich their peripheral services with the m o t t o o f a d d i n g a dd i t i o n a l a t t r a c t i o n s t o t h e i r s e r v i c e mi x . I t i s a g a i n s t t h i s background that we find the service mix more flexible in nature. The recruitment and training programmes are required to be developed in the face of technological sophistication. The leading hotel companies have been found promoting an ongoing training programme so that the personnel come to know about the use of sophisticated communication technologies

Hotel The Concept At the outset, we go through the concept of hotel. The common law says that hotel is a place where all who conduct, themselves properly and who being

able and ready to pay for their entertainment, accommodation and other services including the boarding like a temporary home. It is home away from home where all the modern amenities and facilities are available on a payment basis. It is also considered to be a place where tourist stops, cease to be travelers and become customers. The definition presented by hotel operators to authorities of the National Recovery Administration in Washington is found to be a more comprehensive definition, presented by Stuart Mc Namara. The definition states that, Primarily and fundamentally, a hotel is an establishment which supplies boarding and lodging not engaged in inter state commerce or in any intra s t a t e c o m me r c e , c o mp e t it i v e wi t h o r a f f e c t i n g i n t e r s t a t e c o m me r c e ( o r s o related that the regulation of one involves the control of other). The hotel may furnish quarters and facilities for assemblage of people for social business or entertainment purposes and may engage in retaining portion of i t s p r e mi s e s f or s h o p s a n d b u s in e s s e s wh o s e c o n t i n u i t y ( i .e ., p r o x i mi t y) i s deemed appropriate to a hotel. The assemblage of people for social business and entertainment purposes makes it essential that hotels are also furnished with a big conference hall where the maximum possible accommodation is available. We also call it the function room. Motel The Concept Initially the term motel was meant for local motorists and foreign tourists travelling by road. They serve the needs and requirements of these travelers and meeting their demand for transit and accommodation. Some of the important services offered by the motels are parking, garage facilities, accommodation, and restaurant facilities. Motels are found located outside the city, preferably by the side of highways and important road junctions. The accommodation in this is more in the category of a chalet facility. In USA, the motel accommodation is ranked at par with hotel accommodation.

Origin of the word Hotel Before 1760 people used to go to inns for having their lunch, dinner etc .Itw a s the place where families used to host their guest inns o w n e r u s e d t o provide lodging and boarding facility service to their guest.To

world hostel was used then it was called hotelier which means head of unit or the place. The Norman people invented the word hotel. The Word hotel was originally in England, officially from 1760. The real growth of modern hotel was originated in U.S.A with opening of City Hotel in New York in the year 1974. This was the first building erected for the hotel p u r po s e. T hi s p er i o d a l s o s a w t h e b eg i n n i n g o f c ha i n o pe r a ti o n u n de r t h e guidance of E.M.STATLER. It involves big investment, big profits and trained professional to manage business.

Origin of Hotel Industry The repreciation in 1930 had a disaster effect in a hotel industry after theW o r l d W a r I I a n d b r o u g h t a t r e m e n d o u s u p s u r g e t o h o t e l i n d u s t r y w i t h continuous prosperity of hotel industry. Mass travel is a modern phenomenon that emerged after World War II. Mass tourism continues to grow as political freedom, economic wherewithal ands o c i a l e q u a l i t y s p r e a d a c r o s s t h e g l o b e . W i t h t h e e c o n o m i c e n g i n e o f development running at full steam, there was a growth in international travel and thereby growth in hotel industry.E s t i m a t e s a b o u n d a s t o t h e i m p o r t a n c e a n d s i z e o f h o u s e k e e p i n g . Certainly, its economic contribution is critical to the global economy whether as a service to the business community.

Background of Hotel Industry P r i o r t o t h e 1 9 8 0 s , t h e I n d i a n h o t e l i n d u s t r y wa s a n a s c e n t a n d s l o w growing industry primarily consisting of relatively static, single hotel companies. However, Asian games in 1982 and the subsequent partial liberalization of the

Four Star Hotels: A r u n g b e l o w f i ve s t a r h o t e l s a r e F o u r S t a r Hotels, these hotels provide all the modern amenities to the travelers with a limited budget. Quality of services is almost as high as the five stars and above categories. These kinds of hotels are there for the travelers with l i mi t e d b u d g e t o r f o r t h e p l a c e s wh i c h mi g h t n o t g e t t h e t o u r i s t t r a f f i c associated with larger cities. In such type of hotel Concept of HR is more or less followed.

Three Star Hotels: - T h e s e a r e m a i n l y e c o n o m y c l a s s h o t e l s located in the bigger and smaller cities and catering to the needs of budget t r a v e l e r s . L e s s e r i n a me n i t i e s a n d f a c i l i t i e s , t h e s e h o t e l s a r e v a l u e f o r money and gives good accommodation and related services on the reduced price. Services would be stripped down version of higher categories of hotels but sufficient to fulfill customer basic needs. In such type of hotel concept of HR may or may not be present. If present all functions of HRD is curtailed. Two Star Hotels: - Th e s e h o t e l s a r e mo s t a v a i l a b l e i n t h e s ma l l cities and in particular areas of larger cities. Catering to the backpacker t o u r i s t t r a f f i c , t h e s e h o t e l s p r o v i d e a l l t h e b a s i c f a c i l i t i e s n e e d e d f o r g e n e r a l a c c o m mo d a t i o n a n d o f f e r s l o we s t p r i c e s . I n t h i s t yp e o f h ot e l concept of HR is absent. One Star Hotels: - Th e h o t e l s wi t h mo s t b a s i c f a c i l i t i e s , s ma l l number of rooms locations in the far-flung areas are grouped under One Star Hotel category. These hotels are best when customer is looking for cheapest available accommodation option. In this type of hotel concept of HR is alien words.

On the basis of Nature: Heritage Hotels Heritage hotels in India are best if one is looking for sheer e l e g a n c e , l u x u r y a n d l o ya l t r e a t me n t . Th e y a r e n o t j u s t a n o t h e r a c c o mmo d a t i o n options but tourist attractions in themselves. Exquisitely designed anddecorated, meticulously preserved, high standards of

service and ethnic cultural motifs helps the tourists get the complete experience of an India. Beach Resorts Hotels Peninsular India bounded by Arabian Sea, Bay of Bengal, Indian Ocean a n d t h e t wo e me r a l d a r c h i p e l a g o s o f La k s h a d w e e p a n d An d a ma n a n d Nicobar have a long coast line of around 7500 km, offering an amazing array of beaches, some popular, some not so well known. Thus location of resort is the basic point of attraction for tourists. Wild Resorts Hotels A wildlife tour is incomplete if one does not actually live in a forest for few days. It means living in a rest house or a tent the midst of the dense wilderness and waking up to the twittering of birds. Government Approved Hotels These are the hotels, which might not have applied for star categorization o r s ma l l e n o u g h t o f i n d t h e m i n t h e l i s t . M a n y o f t h e wi l d l i f e r e s o r t s , lodges and hostels are government approved providing minimum levelof accommodation facilities at far off places. Residential Hotels The residential hotels work as apartment house. Often we c a l l t h e m a pa r tm e n t ho te l s . T he h o t el s c ha r g e r en t o n mo nt hl y , h a l f y ea r l y , o r yearly basis. They are generally located in big cities and towns where no meals are served to the customers. Initially, the residential hotels were developed in the USA. The services offered here are comparable to an average well managed home.

Commercial Hotels The commercial hotels are meant for the people who visit a place of trade and commerce or business purposes and therefore these hotels are found located at the commercial or industrial centers. They focus their attention on individual travelers and are generally run by owners.

Floating Hotels The floating hotels are located on the water surface. The places are sea, river, and lake. These hotels provide with all the facilities and services made available in a good hotel. In the leading tourist generating countries o f t h e w o r l d we f i n d t he p r a c t i c e o f u s in g o l d l u x u r y s h i p s a s f l o a t i n g hotels.

USERS OF HOTEL INDUSTRY In marketing hotel services, it is important to know about the different types of users availing the services with diverse aims and objectives. This would ease the task of marketers specially while studying the behavioral profile. The following is the classification of different categories of domestic and foreign users. Users of Hotel Industry

DOMESTIC:

FOREIGN:

pilgrim students officials Film stars, etc.

Political representatives Trade representatives educationists Tourist, sportsmen, etc.

CAREERS OPPORTUNITIES IN THE HOTELINDUSTRY Some of the careers opportunities in the hotel industry are as follows. The industry offers more career options than most: - No matter what kind of work we enjoy and wherever our aptitudes lie, there is a segment of the industry that can use ours talents.

The work is varied: B e c a u s e h o t e l s a n d r e s t a u r a n t s a r e c o m p l e t e production, distribution and service units, and managers are involved in a broad array of activities. T h e r e a r e ma n y o p p o r t u n i t i e s t o be c r e a t i v e : - Ho te l s a n d r e s t a u r a n t s managers might design new products to meet their needs of their guests; p r o d u c e t r a i n i n g p r o g r a ms f o r e mp l o ye e s ; o r i mp l e me n t c h a l l e n g i n g advertising, sales promotions and marketing plans. Hospitality jobs are not nine-to-five jobs: - Hours are highly flexible in many positions. Many more opportunities are waiting in a queue. With these the role of HR is drastically change. Its fields of operation in todays worlds knew no boundary.E a c h d a y i t i s c o n f r o n t e d w i t h n e w c h a l l e n g e s i n n e w d i v i s i o n o f h o t e l s . Th e r e f o r e b e f o r e k n o wi n g t h e r o l e o f H R i t i s e s s e n t i a l s t o k n o w d i f f e r e n t department of the hotels as well their functions.

DIFFERENT DEPARTMENTS IN HOTELS The departments are classified on accounts of it function. They are as follows:Core Functioning Department Food and Beverage (F&D) Department:F & B deals mainly with food and beverage service allied activities. Different divisions are there in F & B like Restaurants, Specialty Restaurants, Coffee Shop (24 hrs.), Bar, Banquets, Room service etc. Apart from that they have Utility services (Cleaning). Front Office Department:The front office is the command post for processing reservations, registering guests, settling guest accounts (cashiering), and checking out guests. Frontd e s k a g e n t s a l s o h a n d l e t h e d i s t r i b u t i o n o f g u e s t r o o m k

e y s a n d m a i l , messages or other information for guests. The most visible part of the front office area is of course the front desk. The front desk can be a counter or, in some luxury hotels, an actual desk where a guest can sit down and register.

Housekeeping Department:The housekeeping department is another important department in hospitality world. Housekeeping is responsible for cleaning the hotels guestrooms and public areas. This department has the largest staff, consisting of an assistant housekeeper, room inspectors, room attendants, a house person crew, linen room attendants and personnel in charge of employee uniforms. They may also have their own laundry and valet service. Hotels with laundry and valet e q u i p me n t ma y u s e i t o n l y f o r h o t e l l i n e n s a n d u n i f o r ms a n d s e n d g u e s t c l o t h i n g t o a n o u t s i d e s e r v i c e wh e r e i t c a n b e h a n d l e d wi t h s p e c i a l i z e d equipment. Food Production Department:F o o d p r o d u c t i o n d e a l s wi t h t h e p r e p a r a t i o n s o f f o o d i t e ms . I t b a s i callye n g a g e d i n p r e p a r i n g t h o s e d i s h , w h i c h a r e o r d e r e d b y the guest anda f t e r w a r d s i s c a t e r e d b y t h e F & B d e p a r t me n t . C u i s i n e l i k e I n d i a n , Continental, Thai, Italian, Konka ni (Coastal Sea Food), South Indian,Chinese, Mexican, etc. D i f f e r e n t C h e f s a r e a p p o i n t e d f o r t h e s p e c i a l t y cuisine. Support Department (Cost Centers) Marketing & Selling Department:Sales and marketing has become one of the most vital functions of the hotel b u s i n e s s a n d a n i n t e g r a l p a r t o f mo d e r n h o t e l ma n a g e me n t . I t i n c l u d e s packaging for selling, sales promotion, advertising and public relations. The Marketing division is charged with the responsibility of keeping the rooms in the hotel occupied at the right price and with the right mix of guests. Engineering and Maintenance Department:The energy crisis throughout the world has given a great impo rtance to the engineering department of a hotel. This department provides on the day-to-day basis the utility services, electricity, hot water, steams, air -

conditioning a n d o t h e r s e r v i c e s a nd i s r e s p o n s i b l e f o r r e p a i r a n d ma i n t e n a n c e o f th e equipment, furniture and fixtures in the hotel. The engineering department has an important role in satisfying the guest- demand and helping to maintaint h e p r o f i t l e v e l o f t h e h o t e l . Th e c l e a n i n g , u p k e e p , r e p a i r , r e p la c e me n t , installation and maintenance of property and its furnishing, machinery and equipment are the joint responsibilities of Engineering/Maintenance and the Housekeeping Department. Finance, Accounting and Control Department:A hotels accounting department is responsible for keeping track of the many business transactions that occur in the hotel. The accounting department does more than simply keep the books-financial management is perhaps a more appropriate description of what the accounting department does. Whereas the control department is concern with cost control guidelines by way of reducing i n i n v e s t me n t , r e d u c t i o n i n o p e r a t i n g c o s t , c o n t r o l o f f o o d s e r v i c e c o s t s , control of beverage costs, labor cost control, etc. Safety and Security Department:The security of guests, employees, personal property and the hotel itself is ano v e r r i d i n g c o n c e r n f o r t o d a y s h o t e l i e r s . I n t h e p a s t , m o s t s e c u r i t y precautions concentrated on the prevention of theft from guests and the hotel. H o w e v e r , t o d a y s u c h v i o l e n t c r i me s a s mu r d e r a n d r a p e h a v e b e c o me a problem for some hotels. Unfortunately, crime rates in most majors cities are rising. Hence today security department also concentrate on these additional criminal activities too. Administration Department:Top organizational members usually supervise the Ad m i n i s t r a t i o n Department in a hotel. This department is resp o n s i b l e f o r a l l t h e w o r k connected with administration, personnel, manpower, employees welfare, medical, health and security. Human Resource Development:This department has newly taken step in hotel industry and within a short span of time it has become a very important part of the organization. It plays the role of facilitator between the bargain able cadre and nonbargainablecadre. T h i s d e p a r t me n t i s t h e t o p i c o f o u r d i s c u s s i o n . Th e p r a c t i c e , wh i c h t h i s d e p a r t me n t a n d t h e i r s t a f f p e r f o r m, i s g o i n g t o b e l e a r n e d i n t h e l i g h t o f following project