INTENSHIP TOURISM TRAINING REPORT ON

RENGHA HOLIDAYS AND TOURISM PVT LTD

INTRODUCTION
The business of travel agency has undergone significant changes in
the last two decades. Gone are the days when there were no formal travel
intermediaries to help travelers visit places of interest. Several travel
obstacles discouraged people to travel distance places. Only a selected
few managed to travel due to their own curiosity, motivation and spending
ability. Many could not make it due to the lack of communication network
along with facilities and amenities. Leaving behind the job of a travel
agent, a destination did not even have minimum facilities to hold the
visitors for an hour long. So many changes have taken place over the
centuries. Tourism destinations are connected by modes of transport and
visitors find a place of stay at the destinations.
When modern communication system came into existence in 18th
and 19th centuries, the world could witness mass travel leading to the
demand of luxury transport and advance arrangement of stay and
sightseeing. Those advance bookings of train, ferry, bus, airlines, theater
hall, entry fees, etc were organized by a person with sound experience and
information. In the beginning of travel agency business, travel agents
could help their own community members or fellow members travel
safely. Later, it became a formal business with all professional practices.
Gradually, the business has grown in such a scale that competitive
multinational travel companies have entered into this travel business. This
lesson will explain the origin of travel agency business in the world with
reference to the contribution of Richard Cox and Thomas Cook for having
set up professional travel agency in the 18th and 19th centuries
respectively.
COMPANY’S PROFILE
Rengha Holidays & Tourism Private Limited is a Government of
India authorized tourism and travel service providers in India. We provide
great travels packages all around India. Our Tourism packages also
include multiple countries at an affordable price. The promoter of Rengha
Holidays and Tourism Private Limited is Mr.Ravichandran. He was born
and brought up in Theni. As he has a great attachment for his motherland,
he has started different tour packages to Theni and around places. In
actual fact, Theni is a God’s gifted place which owns every part of brand
beauties of nature inside in it.
Rengha Holidays & Tourism Private Limited offers the best tour
packages to various places in India. Various places include Delhi-Agra-
Chandigarh, Sikkim – Bhutan, Simla – Kulu – Manali, Darjeeling,
Gangtok, Leh Ladhak, Gujarat Tour, Kasi – Varanasi – Allahabad,
Bangalore -Mysore-Coorg, OOTY, Yercaud, Kodaikanal, Tirupati, Shirdi
Sai Baba, Andaman, Thekkady-Munnar-Allepey-Kochin, Vagaman-
Kuttikanam, and Megamalai.
Rengha Holidays & Tourism Private Limited is providing tour
packages to Thailand, Singapore, and many other foreign countries. We
are a government authorized company in Thailand and Malaysia. With
more than 18 years of experience in the Tourism field, we are providing
international tour packages to countries like Australia, Langkawi, China,
Australia, Srilanka, Dubai, Indonesia, and Europe.
Rengha Holidays & Tourism Private Limited is organizing
Industrial visits, school tours and college tours across India. Rengha
Travels possesses a variety of vehicles encompasses A/c and Non-A/c
versions of the best luxury cars, vans and 25, 35 & 55 seater buses.
Rengha Travels’ fleet comprises a wide range of vehicles of several
makes such as Volvo, Isuzu, Ashok Leyland, etc to cater to every
customer pocket preference.
Rengha Holidays & Tourism Private Limited is providing Train
ticket, domestic and international flight booking services. The air ticket
booking is permitted by ITTA (Indian Tourist Transporters Association).
Rengha Travels performs train ticket reservation approved by IRCTC.
Rengha Travels executes all kind of Omnibus ticket reservations to all
major cities in India.
ABOUT THE COMPANY HISTORY
If you are looking for a cab/taxi in Theni, Dindugal, and Sivakasi,
then you should contact us. Rengha Holidays & Tourism Private Limited
is the best cab or taxi provider in Theni, Dindugal, and Sivakasi. We
provide the best vehicles for a pleasurable trip. We are also providing
tourism vehicles at an affordable cost to anywhere in India. If you are
looking for an outing with the rest of the group, you can hire our Rengha
Holidays & Tourism Private Limited. For Tourism, we offer tourist buses
and vans from any part of the country to anywhere in the nook and corner
of the Bharat. Rengha Holidays & Tourism Private Limited looks forward
to being the best Tourism buses and taxi/cab service providers in Theni,
Dindugal and Sivakasi. We ensure our customers feel satisfied. Just call
us and tell our cab driver the place you wish to destine. You don’t need to
tell our taxi drivers how to get somewhere. Just tell them the place. That’s
Enough. Have a Fantastic Journey with Rengha Holidays & Tourism
Private Limited.
THE ORIGINS OF TOURISM
By the early 21st century, international tourism had become one of
the world’s most important economic activities, and its impact was
becoming increasingly apparent from the Arctic to Antarctica.
The history of tourism is therefore of great interest and importance. That
history begins long before the coinage of the word tourist at the end of the
18th century. In the Western tradition, organized travel with
supporting infrastructure, sightseeing, and an emphasis on essential
destinations and experiences can be found in ancient Greece and Rome,
which can lay claim to the origins of both “heritage tourism” (aimed at the
celebration and appreciation of historic sites of recognized cultural
importance) and beach resorts. The Seven Wonders of the Worldbecame
tourist sites for Greeks and Romans.
Pilgrimage offers similar antecedents, bringing Eastern civilizations
into play. Its religious goals coexist with defined routes, commercial
hospitality, and an admixture of curiosity, adventure, and enjoyment
among the motives of the participants. Pilgrimage to the
earliest Buddhist sites began more than 2,000 years ago, although it is
hard to define a transition from the makeshift privations of small groups
of monks to recognizably tourist practices. Pilgrimage to Mecca is of
similar antiquity. The tourist status of the hajj is problematic given the
number of casualties that even in the 21st century continued to be suffered
on the journey through the desert. The thermal spa as a tourist destination
regardless of the pilgrimage associations with the site as a holy well or
sacred spring are not necessarily a European invention, despite deriving
its English-language label from Spa, an early resort in what is now
Belgium. The oldest Japanese onsen (hot springs) were catering to bathers
from at least the 6th century. Tourism has been a global phenomenon
from its origins.
Modern tourism is an increasingly intensive, commercially
organized, business-oriented set of activities whose roots can be found in
the industrial and postindustrial West. The aristocratic grand tour of
cultural sites in France, Germany, and especially Italy including those
associated with Classical Roman tourism had its roots in the 16th century.
It grew rapidly, however, expanding its geographical range to
embrace Alpine scenery during the second half of the 18th century, in the
intervals between European wars. (If truth is historically the first casualty
of war, tourism is the second, although it may subsequently incorporate
pilgrimages to graves and battlefield sites and even, by the late 20th
century, to concentration camps.) As part of the grand tour’s expansion,
its exclusivity was undermined as the expanding commercial, professional,
and industrial middle ranks joined the landowning and political classes in
aspiring to gain access to this rite of passage for their sons. By the early
19th century, European journeys for health, leisure, and culture became
common practice among the middle classes, and paths to the acquisition
of cultural capital (that array of knowledge, experience, and polish that
was necessary to mix in polite society) were smoothed by guidebooks,
primers, the development of art and souvenir markets, and
carefully calibrated transport and accommodation systems.
HISTORY OF THE TOURISM
The Historical Archive on Tourism (HAT, German: Historisches
Archive sum Tourismus) is sited in the city of Berlin at the Technische
Universität Berlin where it is housed at the Center for Metropolitan
Studies (CMS) and the Zentrum Technik und Gesellschaft (ZTG). The
HAT had been founded in 1986/87 at the Freie Universität Berlin; in 2011
international protests helped to avert a planned shut-down of the
archive and the following year it moved from the Free to the Technical
University. Since 1999 the HAT is headed by the historian Hasso
Spode and co-financed by the Willy-Scharnow-Foundation.
Step by step the collection was enlarged with material about
historical travel and tourism research. Today the length of the shelves
amounts to some 600 running meter. The focus of the material is not so
much on "travel" generally but on "tourism" as a special sort of travelling.
The HAT is gathering various materials ranging from Baedekers to
private photo albums, in particular there is an extensive collection
of flyers and other so-called ephemera. Mainly the material stems
from Central Europe, in particular from Germany, but nearly all other
parts of the world are also represented, e.g. Southern Africa or USA.
Over 50,000 leaflets are stored and more than 250 journals and
some 12,000 books are registered. Inaddition statistics, posters and map
s are gathered. The bulk of the material is from the 19th and 20th century,
some books date back to around 1600. No OPAC is installed but lists of
titles are published in the Internet.
INTERNET USAGE IN TOURISM
It is evident that online trading is rapidly gaining importance, with
online travel agencies replacing traditional ones (Buhalis & Licata, 2002).
Internet World Statistics (2012) estimated that 2.4 billion people were
using the Internet by the end of June 2012, that is, 34.3% of the world
population. At the end of the same period, there were an estimated 820
million Internet users in Europe, an almost 400% growth over the 2000
total of 105 million, a penetration of 63.2%. The percentage of regular
Internet users in Denmark, Slovenia and Spain was 89, 65 and 51%
respectively, while mobile Internet usage was 61, 30 and 39% in that
order. The most popular activity across countries was finding information
about goods and services, and in Spain the use of travel and
accommodation services (European Commission, 2013).
Research conducted in 2012 showed that 148 million travel
bookings were made on the Internet that year, accounting for 117.7 billion
euros in sales. Of these bookings, 57% were made online, with OTAs
commanding a share of 19.5%. Hotel reservations were responsible for
39% of online travel bookings, with Booking.com, Expedia.com and
Hotels.com receiving the most traffic (Statistic Brain, 2013). In a recent
report, HVS Global Hospitality Services (2014) disclosed that the sum of
hotel transactions made in Europe for 2013 was 7.7 billion euros, a 39%
increase from 2012. Forrester Research (2012) predicts that by 2017
annual travel sales within Europe will reach 191 billion euros, an average
yearly growth of 11%. With consumers turning to online forms of
distribution, it is pertinent to research the performance of these sales
driven forms of businesses in the realm of information provision.
TOURISM DEVELOPMENT
The Danish economy showed signs of weakness during the first
half of 2013 due to the European debt crisis, but a quick recovery in the
latter part of the year resulted in the recording of overall economic growth.
While outbound and domestic tourism thrived during the same period,
inbound tourism experienced a decrease due to a significant fall in arrivals
from the primary origin market, Germany. Nevertheless, online sales of
tourism products and services have been on the rise, while offline sales
have experienced a decrease. The high rate of Internet penetration in
Denmark and an increased trust in Internet retailing have been the
catalysts behind this positive development. In 2013, “the average daily
rate and occupancy rate increased for hotels in all regions of the country”
and continued growth is forecasted for the hotel sector up to 2018. Still,
the prospects are less than desired due to high prices and “the lack of ‘5-
star’ service level and other attractions” (Euromonitor International,
2014a).
Slovenia realized record tourist arrivals in 2012 (up 14%), and a
4% increase in tourist expenditure as a result of a successful “I feel
Slovenia” marketing campaign, and the status of its second largest city
Maribor, as “European Capital of Culture” for 2012. In the same period
domestic tourism figures showed an 8% increase over the previous year,
nevertheless, a 5 year forecast has predicted slow growth in this area.
Visits to attractions rose by 2% with casinos accounting for the largest
share of total sales. In contrary to regional trends, the majority of
accommodation sales were transacted offline (95%) due to price sensitive
tourists avoiding the pricey online intermediaries. Still, the use of online
channels saw a 10% growth. The Slovene government is conducting a 5
year campaign to brand Slovenia as a sustainable destination in hopes of
increasing tourist arrivals, with arrivals expected to increase gradually
over this period ending 2017 (Euromonitor International, 2014b).
While the Spanish economy is suffering from high rates of
unemployment, decreases in salary and high taxation, domestic tourism
numbers have held steadfast with a shift in preference for low cost carriers
and private accommodation; resulting in decreased expenditures.
Nevertheless, outbound tourists to the region increased, with a decrease in
trips to long haul destinations. Inbound tourism is on the rise as a result of
 strong tourism promotion and simplified visa procedures, with increased
arrivals from as far off as Mexico and Brazil. Last minute bookings have
also increased, further signaling the level of uncertainty plaguing the
economy, with online bookings showing rapid growth. The number of
arrivals is expected to increase due to continued investments in a bid to
enhance the tourism offering to meet the demands of being one of the top
ten receiving countries in the world
OUR SERVICES
TRAINING UNDERGONE IN THE COMPANY

1) Ever day Mail Check – in

2) Ticketing Mrs R.Lavanya
3) Travels Mr V. Pradeep
4) Tourism Mr Sasidharan
5) Marketing Mr.Sasidharan
6) Collection Mr. Thiru Murugan
7) Banking M.D Mr. Ravichandran
ORGANIZATION STRUCTURE OF THE COMPANY
FATHER OF TOURISM AND TRAVEL
Thomas Cool isthe Father of Tourism.
His first organized t rip was 'Leicester to Loughborough 'in 1841.
It covered a distance of 22 km for 570 members.
He acted as an agent by buying t ickets in bu lk and selling it to others
on a non profit basis.
This gave him an idea to package tour s in a profita ble mnner.
He organized the t ravel arra ngements, accommodat ions, transport
at the dest inations and return to the homeland .
MEANING OF TOURISM
Tourism is a collection of activities, services and industries that delivers a
travel experience, including transportation, accommodations, eating and
drinking establishments, retail shops, entertainment businesses, activity
facilities and other hospitality services provided for individuals or groups
traveling away from home.
SCOPE OF TOURISM IN INDIA
India holding position under 40 in world most visiting nations.
Holding 6 positions in Asian Tourism raking
Major advantages of india, culture, weather, spirituality, yoga, food, state
diversity and huge number of destinations.
 TOURISM SCOPE
There are many concerns and industries that are direct contributors of the
industry and hence in the long run create greater job opportunities to those
who would want to be part of the industry
1) Hotels
2) Restaurants
3) Retailing
4) Transportation
5) Travel Agencies
6) Tour Companies
7) Tourist Attractions
8) Recreation and sport
Cultural industries are some of the contributors to the industry
TOURISM DEPARTMENT
There are jobs as Reservation and counter staff , Sales and
marketing Staff , Tour Planners and Tour guides. There is also the
r e q u i r e m e n t of inf ormation assistants at the off ice of the Tourism
departments who are selected through competitive examinations held
by the Staff Selection Commission. The option of worki n g as a Guide
is also listed under the tourism department as the Ministry of Tourism
recogniz es three types of guides
CONCEPTS OF TOURISM
After the 7th five year plan importance was given to tourism as a foreign
exchange earner.
This also generated employment for the masses
 WHO IS A TOURIST???
A tourist is a person who travels largely for pleasure. Perhaps to see
the sights, meet people, enjoy a different climate, learn about new places
or enjoy new experiences.
NATURE OF TOURISM
There 4 main characteristics in tourism industry
1) Inflexibility
2) Fixed Tourism
3) Perishable
4) Large Financial Investment
SIGNIFICANCE AND IMPORTANCE OF TOURISM
1) Social
2) Educational
3) Economical
4) Political
Careet Options
TOURISM DEPARTMENT
There are jobs as Reservation and counter staff, sales and marketing staff,
tour planners and tour guides. There is also the requirement of
information assistants at the office of the Tourism departments who are
selected through competitive examinations held by the staff selection
Commission. The option of working as a Guide is also listed under the
tourism department as the Ministry of Tourism recognizes three types of
guides
HOTELS
The Hotel industry being a service industry, serves the basic
requirement of food and accommodation. One can choose from operations,
front office, house keeping, food and beverages, Accounting,
Engineering/Maintenance, Sales, Public relations and Security etc. as one
of the many departments to work.
TOUR OPERATORS
They are the ones who help organize conducted tours to the various
tourist spots and manage the travel and stay of the tourists.
TRAVEL AGENTS
Travel agents evaluate the requirements of tourists and businessmen
and help them make the best possible travel arrangements from the many
available. Many resorts, travel groups use travel agents to promote their
tour packages to travelers.
TRANSPORT
Apart from airlines, travelers require rail services, coach operators, car
hire companies to go from one place to another by air, road, railway, sea
etc. All this is take care by the ones handling transport.
Future of Tourism
Tourism sector has created about 11 million jobs and has the potential to
create another 37 million jobs in the future.
Although the future of the industry is quite bright but still there is a lot of
development in terms of infrastructure and skilled personnel.
 WHAT IS TOURISM ??
Tourism is travel for recreational, leisure or business purposes.
The World Tourism Organization defines tourists as people who "travel to
and stay in places outside their usual environment for more than twenty-
four (24) hours and not more than one consecutive year for leisure,
business and other purposes not related to the exercise of an activity
remunerated from within the place visited".
TYPES OF TOURISM IN INDIA
1) ECO Tourism
2) Rural Tourism
3) Regional Tourism
4) India City Tour
New Tourism Products
MONSOON MAGIC : focus from month of April to October.
RURAL & VILLAGE TOURISM: the tourism industry is laying special
focuses on infrastructural development in various rural destination in
various rural destinations in India.
MEDICAL TOURISM :The Indian Healthcare Delivery is estimated
at US $ 18.7 billion.The industry is growing about 13% annually.
WELLNESS & SPA TOURISM : luxurious world class health spa’s
are mushrooming across the country.
LUXURY TOURISM : Palace on Wheels,Palaces of country etc.
ADVENTURE TOURISM : with emphasis on eco toursim.
MICE : convention centres coming up in the metro cities.
SOME OF THE SALIENT FEATURES OF THE TOURISM
POLICY ARE
The policy proposes the inclusion of tourism in the concurrent list of the
Constitution to enable both the central and state governments to
participate in the development of the sector.
No approval required for foreign equity of up to 51 per cent in tourism
projects. NRI investment up to 100% allowed.
Automatic approval for Technology agreements in the hotel industry,
subject to the fulfillment of certain specified parameters.
Concession rates on customs duty of 25% for goods that are required for
initial setting up, or for substantial expansion of hotels.
50% of profits derived by hotels, travel agents and tour operators in
foreign exchange are exempt from income tax. The remaining profits are
also exempt if reinvested in a tourism related project.
CURRENT SUITATIONS OF TOURISM
Impact of 26/11 on Indian tourism industry-
The Mumbai terror attack has had an impact on the otherwise booming
tourism industry. The tourism ministry is doing everything it can to save
the sector from a nosedive.
As India’s tourism infrastructure develops, it could emerge as one of the
biggest tourist attractions. “ The world is just starting to re-discover India ”
India's tourism infrastructure is yet poor when compared to the 'best of the
world' standards. Yet its diverse and fascinating history has led to the
creation of a booming tourism industry. Foreign visitors presently spend
more than US $15.4 billion annually in India
Average Length of stay in the Country
 COUNTRY NO. OF DAYS
India 31.2
Canada 5.22
Brazil 13.00
France 7.31
Hong Kong/China 3.38
Japan 8.80
Malaysia 5.50
Singapore 2.60
Spain 12.9
Thailand 8.4

WORLD TOURISM ORGANIZATION

Tourists inflow from Australia – In the last three years the tourist
arrivals from Australia to India have almost doubled to a record figure of
1,00,000.  Tourists inflow from Britain Every year about 3000,000
tourists from Britain visit India for both business as well as leisure.
TOURISTS TO INDIA SPEND MORE
Tourists to India spent $ 372 on their visa cards in the year of 2005.
This is a 25% rise from the year 2004 thereby, making India the fastest
growing Asia -Pacific market for the International tourist
spending.Fortunately, after a drop of about 10% in foreign tourist arrival
between October 2008 and June 2009, the inbound tourist market is
showing definite signs of revival
LEADING TOURIST DESTINATION
With nearly 140 three and two star hotels, Kerala has turned into a
major hot spot for foreign tourists. However Tamil Nadu hold the second
position in attracting foreign tourists.
Employment generated by tourism in India
Tourism Industry provides employment to about 2 corers of people in
India.
Amir Khan – The New Brand Ambassador of Incredible India
Campaign

Union Ministry of Tourism has featured Aamir Khan as the brand

ambassador for its immensely successful Incredible India campaign and
spread the message of "Atithi Devo Bhava" (guest is god).
IMPACTS TO TOURISM
Tourism can be a lucrative source of revenue for a destination, but
it can also have major negative impacts on it. These impacts are not only
physical, but also cultural. The impacts vary according to the number and
the nature of tourists as well as the characteristics of the site at which
tourism activities take place. These negative impacts can only be managed
effectively if they have been identified, measured and evaluated.
NATURAL AND CULTURAL HERITAGE AS A BASIS
FOR TOURISM
Generally, the heritage of a region consists of its physical natural
and cultural environment, its natural phenomena and its cultural traditions
and immaterial cultural goods. Heritage is always affiliated with a region
and/or a society (or a part of a society) and it is based on the region's
history. It has its origin in the past; it has been passed over from one
generation to the next and maintained until the present. Cultural heritage
is directly related to the region's and society's history and also natural
heritage has its roots in the past. Nature as it looks at present has been
formed by former vegetation and wildlife and underwent constant
development and changing through geological and hydrological processes,
evolution and human influence. In any case, it is most important to keep
in mind that sustainable tourism is taking it's sources from the region's
own attractions and past - not from something brought in from abroad,
like e.g. a fully air conditioned tropical greenhouse-landscape in a
northern region or an indoor ski park in a region where there is never
enough natural snow for skiing. The natural and cultural heritage of a
region is the main motivation for a tourist’s visit, this is especially the
case for cultural or nature tourism, or provides at least an important
complementary offer for other types of tourism, e.g. congress tourism,
recreation and sports tourism. The outstanding natural and cultural
features of a region are those which make a place "special" - and worth a
visit.
NATURAL AND CULTURE HERITAGE AS A BASIS FOR
TOURISM
Generally, the heritage of a region consists of its physical natural
and cultural environment, its natural phenomena and its cultural traditions
and immaterial cultural goods. Heritage is always affiliated with a region
and/or a society (or a part of a society) and it is based on the region's
history. It has its origin in the past; it has been passed over from one
generation to the next and maintained until the present. Cultural heritage
is directly related to the region's and society's history and also natural
heritage has its roots in the past. Nature as it looks at present has been
formed by former vegetation and wildlife and underwent constant
development and changing through geological and hydrological processes,
evolution and human influence. In any case, it is most important to keep
in mind that sustainable tourism is taking it's sources from the region's
own attractions and past - not from something brought in from abroad,
like e.g. a fully air conditioned tropical greenhouse-landscape in a
northern region or an indoor ski park in a region where there is never
enough natural snow for skiing. The natural and cultural heritage of a
region is the main motivation for a tourist’s visit, this is especially the
case for cultural or nature tourism, or provides at least an important
complementary offer for other types of tourism, e.g. congress tourism,
recreation and sports tourism. The outstanding natural and cultural
features of a region are those which make a place "special" - and worth a
visit.
PRINCIPLES OF SUSTAINABLE TOURISM
Due to the dimension of the tourism industry - 900 million arrivals
per year around the world - and because tourism is related so essentially
to natural areas, it is one of the major threats to biodiversity and natural
resources world wide. Therefore, it is absolutely indispensable to
undertake efforts to make tourism more sustainable - regarding all kinds
of tourism, at all levels and for all parts of the tourism business from
international tour operator to small pension owners. The challenge of
sustainable tourism development is to make use of tourism's positive
impacts, enhancing and channeling the benefits into the right directions,
and to avoid or mitigate the negative impacts as far as possible. Referring
to the different natural, cultural and economic resources tourism is
affecting, various international organizations have developed definitions,
principles, charters, codes and criteria for sustainability in tourism - see a
compilation in the box below. Note: These are just examples from the
international level, there are many more specific principles, criteria etc.
for sustainable tourism at regional and local level.
INTERNATIONAL EFFORTS FOSTERING
SUSTAINABILITY IN TOURISM
Various bad occurrences related to tourism as well as the sudden
increase in mass tourism in the 1960s triggered a lot of tourism critique
and led consequently to the introduction of the phenomenon sustainable
tourism or, as it was more commonly known at that time, «green» (gentle)
tourism into the debate. It is also a phenomena that has developed out of
the growth of the concept of sustainable development. International action
in this area, however, did not really take off until the early 1990s. After
initial skepticism, however, tourism has been officially recognized as an
important issue in international environmental politics, both in relation to
the Convention on Biological Diversity and to Agenda 21. At the World
Summit on Sustainable Development in Rio de Janeiro in 2002 (UNCED),
the importance of sustainable tourism development was pointed out.
Various international conventions and declarations have elaborated
principles and criteria for sustainable tourism. Of special importance has
been the relationship between tourism and biodiversity conservation - this
has been recognized as an important issue within the framework of the
Convention on Biological Diversity (CBD). In consequence, and in order
to put the sustainability principles into practice, the CBD Guidelines on
Biodiversity and Tourism Development have been adopted by the CBD
Conference of Parties in 2004.
IMPORTANT INTERNATIONAL CONFERENCES AND
AGREEMENTS
The Marrakesh Task Force Sustainable Tourism, established in
2006, is encouraging the implementation of actions that promote
sustainable tourism through the development of support tools and
presenting existing initiatives that may inspire pilot projects and good
practice in other countries.
The establishment of the “International Guidelines for Biological
Diversity and Tourism Development” in 2004. These fulfill the concept of
sustainable tourism and should be considered by all relevant bodies as the
tool for future planning and management of tourism. The guidelines focus
on tourism which takes place on vulnerable ecosystems and in protected
areas. They can, however, be applied to all forms of tourism in any
geographical region. The CBD Guidelines were established recognizing
the fact that sustainable tourism should involve key stakeholders in
tourism, conservation, economy and politics in the region and should be
completed through a participatory process, which should primarily
include the local population.
The Quebec Declaration, within the framework of the International
Year of Ecotourism 2002, was implemented by the Commission on
Sustainable Development (CSD), as a contribution to bring the different
views of NGOs and the tourism industry into line in accordance with
sustainable tourism.
The Commission for Sustainable Development adopted Decision
7/3 on tourism and sustainable development at its 7th session in New
York in 1999. This decision includes the adoption of an international
work programme on sustainable tourism development and an invitation to
the CBD to “further consider, in the context of the process of the
exchange of experience, existing knowledge and best practice on
sustainable tourism development with a view to contributing to
international guidelines for activities related to sustainable tourism
development…”.
VISITOR MANAGEMENT AND TOURISTM INFRASTRUCTURE
Visitor management and tourism management are very closely
linked with each other. However, it is important to clearly distinguish
between these two steps within the context of tourism development.
Tourism Management covers the management of tourism development
and related activities regarding their impacts on ecology, economy and
society in the respective (protected) area. The tourism management
process includes the conduction of a situation analysis, including the
application of visitor impact management frameworks, such as Carrying
Capacity or LAC, as well as related strategy development, the
development of a management plan and its consequent implementation.
Thus, it lies within the responsibility of tourism management to set rules
regarding visitor numbers, the extent of tourism activities and the overall
type of tourism to be developed in the protected area. Visitor management
is one component of tourism management. Whereas tourism management
tackles the regional level, dealing with developments and activities within
the whole area, visitor management mainly focuses on the specific habitat
level. For effective decision-making, visitor. management needs exact
data on the level of use (of respective resources), the status of the habitats
and the man-made impacts of visitor presence. Visitor management deals
with the assessment of direct negative, human-induced, impacts of the
visitors’ presence (and related activities) on habitats, species and natural
resources (e.g. related erosion). Based on the result of the assessment,
visitor management further determines measures to keep the identified
impacts at a minimum level or to generally avoid them in the future.
Measures that belong to visitor management are for example the design of
trail networks, the hardening of surfaces, the prohibition of fireplaces and
campgrounds of the measures for visitor education for proper behavior
within the protected area. It is important to understand that visitor
management is specifically targeted towards the visitor itself and those
impacts caused by humans. In order to fulfill this purpose, visitor
management includes technical management decisions (e.g. where to
build a new trail) as well as value judgments (e.g. decisions to limit use).

TOURISM INFRASTRUCTURE PLANNING AND

MANAGEMENT
Generally, when talking about the tourism infrastructure for visitors
in protected areas (e.g. trails, visitor centers, resting places, parking lots,
camp grounds, view points etc.) particular precaution is necessary due to
the high vulnerability of the natural values. In the following, the
sustainability principles for two typical examples for visitor infrastructure
in protected areas are presented.
Tourism infrastructure planning and management Generally, when talking
about the tourism infrastructure for visitors in protected areas (e.g. trails,
visitor centers, resting places, parking lots, camp grounds, view points
etc.) particular precaution is necessary due to the high vulnerability of the
natural values. In the following, the sustainability principles for two
typical examples for visitor infrastructure in protected areas are presented.
Trails To provide trails for hikers, cyclists, horse-riders, skiers, climbers
and other types of visitors is a key issue of protected area management.
Trails and the whole network of trails in a protected area need to be
carefully planned and monitored in order to achieve two goals: a) To keep
the negative impacts of the trails and the visitors' activities on and along
these trails to a minimum (acceptable) level. b) To provide the visitors
with an adequate infrastructure (the trails and related facilities) that allow
for a meaningful nature experience according to the expectations of the
different visitor groups mentioned above. In general, a protected area will
provide two types of trails: normal trails that basically enable visitors to
get around/to get to places of interest, and interpretative trails. The latter
are an important opportunity to communicate with the visitor and, to a
certain extend, to influence his experience and behavior. Interpretative
trails have many different purposes including information, education,
recreation, safety and conservation of natural and cultural resources.
Modern interpretative trails do not only provide information, but follow
the concept of actively involving the observer in an interactive process of
learning about and experiencing nature. Interpretative trails are
characterized by their structured sequence of interpretative features.
Modern interpretative trails in protected areas aim to inform the user
about the ecosystem(s) the trail is located in. They are a means to
communicate natural and cultural values and to raise the visitors’
awareness for environmental conservation issues.
To provide trails for hikers, cyclists, horse-riders, skiers, climbers
and other types of visitors is a key issue of protected area management.
Trails and the whole network of trails in a protected area need to be
carefully planned and monitored in order to achieve two goals: a) To keep
the negative impacts of the trails and the visitors' activities on and along
these trails to a minimum (acceptable) level. b) To provide the visitors
with an adequate infrastructure (the trails and related facilities) that allow
for a meaningful nature experience according to the expectations of the
different visitor groups mentioned above. In general, a protected area will
provide two types of trails: normal trails that basically enable visitors to
get around/to get to places of interest, and interpretative trails. The latter
are an important opportunity to communicate with the visitor and, to a
certain extend, to influence his experience and behavior. Interpretative
trails have many different purposes including information, education,
recreation, safety and conservation of natural and cultural resources.
Modern interpretative trails do not only provide information, but follow
the concept of actively involving the observer in an interactive process of
learning about and experiencing nature. Interpretative trails are
characterized by their structured sequence of interpretative features.
Modern interpretative trails in protected areas aim to inform the user
about the ecosystem(s) the trail is located in. They are a means to
communicate natural and cultural values and to raise the visitors’
awareness for environmental conservation issues.
INCENTIVE FOR SUSTAINABLE TOURISM
One option how to achieve sustainable practices in tourism
businesses is to administer economic instruments that motivate private
enterprises to change their operations towards more sustainability.
Economic instruments that count on the voluntary participation and
engagement of businesses by providing financial benefits to those that
participate in a program or engage in making their business more
sustainable are called incentives. Other economic instruments, mainly
executed by governments, are taxes, e.g. specific eco-taxes for tourism
businesses, or charges levied from tourists or businesses using specific
resources, e.g. of a protected area.
THE USE OF INCENTIVES FOR SUSTAINABLE TOURISM
In sustainable tourism, the aim of incentives is to influence the
practice of tourism activities or tourism development to make them more
sustainable via changing the behavior or the business practice of tourism
providers. The expected outcome of incentives is the reduction of adverse
tourism impacts, may they relate to the environment, culture, society or
economy of a tourism destination. The issuer of incentives can be
 governmental bodies, local communities, international institutions, NGOs,
private initiatives and also the private tourism sector, e.g. tourism
associations or tourism agencies.
The beneficiary of the incentives or the participants in an incentive
program will be above all the tourism enterprises from local businesses of
accommodation, catering, transport and other tourism related services,
furthermore local and national travel agents and tour operators up to
internationally operating ones. There are also incentives that address the
tourists. An incentive scheme could offer the reduction of the tourist tax
or a better value for those tourists that chose environmental friendly
behavior, e.g. using public transport instead of their own car or taking
back their garbage themselves.
LITERATURE REVIEW
Literature review is a summary of past research that is related to the
main concept of this thesis. In this part, a detailed literature review will be
presented. We researched many books, reports, periodicals, and
researches related to the hypothesis of the project and selected carefully
several articles based on which our research will be done. The following
are these articles:
1) “Definition of Tourism” (Glafkos A. Anastassiou “Sports Tourism in
Island Microstates” 2001)
2) “Lack of Distinctiveness---Image” (CTO. Development of a Ling Term
Strategy for Cyprus Tourism—Final Report)
3) “Transportation” (Copper, Fletcher, Gilbert, Shepherd, and Wanhill.
“Tourism Principles and practice”)
Tourism is often difficult to be defined, because it is a complex
concept. And it is often defined by one perspective rather than an array of
viewpoints. In the article ‘Definition of Tourism’, it is said that Tourism is
often defined in terms of a travel experience rather than by the nature of
the activity of tourism itself’. Here, “travel experience’ is emphasized in
terms of tourism. It is necessary to consider a tourist as a consumer. For a
consumer, visiting a destination is an experience. Once he or she decides
to visit a destination, that means he or she buys a product that is intangible.
The quality of such a product becomes very important. It will directly
influence the satisfaction degree of a consumer’s experience.
The intangible product we mentioned here is the tourism product,
which can be defined as the resource and creative facilities of a
destination combined to produce an amalgam of activities and functions.
Tourism products are delivered to tourists through the sensations of sight,
sound, smell, taste and touch. When tourists come to Cyprus, they will
experience the different sensations, which will form perceptions of
tourists. By these perceptions, tourists can judge if their expectations are
met. If they are satisfied with the product that they bought, they will
possibly buy it again and again; in that case, repeat visits or business will
occur. How to make a tourist satisfied? Improving the quality of tourism
products become very important.
The article ‘Lack of Distinctiveness-Image’, it is pointed out ‘with respect
to developing distinctiveness in the Cyprus product we believe that
history and culture provide the means by which a clear and separate
identity can be established’. When Cyprus as a tourist destination is talked
about, ‘sun and sea’ will appear in most foreigners’ mind. This means the
image of Cyprus is only limited in a very narrow range. The history and
culture are often ignored. Besides its natural beauty, Cyprus has also a
distinctive archaeological and cultural wealth, originating from its 9,000
years old history. The cultural dimension of tourism is inseparably
associated with Cyprus. However, the impression persists that this
fundamental resource is not being treated appropriately, with particular
reference to its intrinsic and unique historic cultural heritage. Cyprus has
rich enclaves of cultural vitality, past and present, which could benefit
from the dialogue generated by tourism, in terms of improvement and
diffusion. It is important to realize that culture tourism is not limited to the
historical-artistic heritage, but also includes popular cultures, artistic
production and some contemporary architecture.
Culture is an important core the theme in the development of the
tourist product. It includes the ‘human’ factor, as well, upon which the
identity and uniqueness of the destination is dependant. The culture of
Cyprus is reflected in the music, art, theatre, literature, history,
architecture, archaeology, museums, monuments, festivals, exhibitions,
and interpretative facilities of Cyprus. Culture makes a destination
different and interesting. It is clear that Cyprus has the capacity to provide
a rewarding and satisfying cultural experience for a wide range of tourists,
at present, this potential is not being realized, largely because of a failure
in presentation. The presentation of the culture must be approached by
tourism planners with the greatest sensitivity. Once the image of Cyprus is
will-developed, Cyprus will be no longer an island only with sea and sun,
but a warm, relaxed and friendly Mediterranean island steeped in history
and culture and the associated romance that accompanies the mythology
of Aphrodite.
Transportation for tourism is an essential element of the tourist product.
Increasingly, when transport is viewed as part of leisure, the journey is at
least as important as the destination itself. The article “Transportation”
 indicates that ‘Tourism is about being elsewhere and, in consequence, the
relationship between transportation and tourism development has
traditionally been regarded as ‘chicken and egg’. Adequate transportation
infrastructure and access to generating markets is one of the most
important prerequisites for the development of any destination’. (Cooper,
Fletcher, Gilbert, Shepherd, and Wanhill .1998. ‘Tourism Principles and
Practice’)
Imagine that there is a very beautiful island in the pacific, and you
want to visit it. But you do not know where it is, how to reach it, and use
which kind of conveyance. Then, you will never realize your travel.
Transportation for tourism is an essential element of the tourist product in
two ways: it is the means of movement at the destination.
Cyprus, as a tourist destination should develop its transport system.
This system here we mean includes two aspects: Access Transport and
Internal transport. Access transport provides the means to reach the
destination, while internal transport provides the means of movement at
the destination.
Most tourists come to Cyprus by air because it is fast and saving time. For
geographical isolation, for example, Cyprus, air is the dominant and often
the only reasonably fast means of travel. While, Cyprus Airline still
exists the following problems:
1) Lower competitive capability
2) Limited regulatory regime
3) Inadequate infrastructure.
4) These problems hinder the development of tourism in Cyprus.
5) Internal transportation needs of the tourist are provided by taxis, rental
cars, coaches and public transport bus services. The problems of Cyprus
internal transportation include that
6) Taxi services are restricted in geography and time
7) Tourist service bus routes are few.
8) And top class touring coaches are few.
9) The above problems are largely within the commercial arena, while some
regulatory and quality control issues are the responsibility of the public
sector.
10) In many cases the development of internal transportation systems for
tourism cannot and should not be separate to those of the domestic market.
DEVELOPING SPECIAL INTEREST TOURISM
Shown as “Percentage Distribution of Tourists By Location of Stay
2001”(see table 2) over ninety percent of tourists choose to stay at the
seaside cities, such as Ayia Napa, Larnaca, Lemesos and Pathos. It
indicates that sea and sun are still the main stimulus for most visitors who
come to the island. While, the tourism resources of Cyprus are not
unilateral. Cyprus has historical sites, museums with a large collection of
antiquities and treasures, themed routes, nature trails, and many other
interest products, which are dispersed, in the different areas of the island.
Attracting tourists to visit different areas of Cyprus should be made great
efforts.
A S.L.E.P.T. ANALYSIS OF THE TOURISM INDUSTRY IN
INDIA
Social:
Tourism was always looked upon as something that led to the destruction
 of the social fabric of a place. The more the amount of outside people
coming into a place, the more the perceived risk of that place losing its
identity. A good example is Goa. From the late 60's to the early 80's when
the Hippy culture was at its height, Goa was a haven for such hippies.
Here they came in thousands and changed the whole culture of the state.
This had a ripple effect on the country. People became cautious,
especially of the international tourists. Whenever a certain place became
famous, the example of Goa was cited to discourage the inflow of
international tourists.
However some places such as Kerala and Rajasthan have been able to
strike a balance between their own culture and the demands of the
international tourists and have profited handsomely in the bargain. People
are now adopting themselves to the fact that tourism pays and it can be a
major source of income for them.
In addition, tourism as a form of recreation has really caught on. People
themselves have started traveling and are willing to travel to a place that
is out of the way and exotic. While traditionally traveling on a holiday
meant going to a hill station or a beach, now people are willing to go in
for adventure tourism and also visit places that might be exotic and cannot
really be called hospitable. For example, now places like Leh and
Lakshadweep are mentioned in the same breath as Goa or Kashmir.
FACTS AND FINDINGS
1) In COUNTRY ROADS HOSPIATALITY we were in basically with
corporate sector as a trainee
2) Our company deals with corporate sector only, Now it’s moving to
individual traveler
3) Our company find data from the net (contacts & name of the company)
which is new for our company
4) Our next approach was calling to new client’s and find out the concerns
person and them about our company’s business and Try to fix meetings
and exchange their business to each other from new client’s.
5) When we called to the client’s, At that time Response from the client’s
was not same
6) There are too many responses which I got from the customer:
7) I am not interested,
8) Mail your company’s profile I will check it,
9) Call me tomorrow
10) I’ll back to you
11) We have own event management Firms & travel agents
12) Our company never organize these types of events & trips
13) & few positive responses also.
14) Then we fix meetings with the customers, meet them and the
explain our services. organize meetings, gala evening and these types of
events according to customer demand and their taste what they want to do.
15) We make tour packages, presentations, Itineraries there with the help
of our seniors and previous files
RECOMMENDATIONS
1) They should improve their Ideas, packages Itineraries an attractive offers
according as per customer demand to grow their image in the tourism
market
2) They should improve their staff member, they have to improve way of
talking (How to introduce their self & companies profile to new customer)
3) They should improve their infrastructure for meetings in their own office
4) They should publish their itineraries new packages on internet to get more
business from new customers
5) They should improve their advertisement style and try to publish their
products in market in a new style
6) They should modify their website, their packages on website information
regarding tourism time to time with new innovative ideas
7) They should move to travel consultant to travel agent it will make lil more
profit to their company
TOURISM INDUSTRY
1) It has been a major social phenomenon of societies all over the world.
2) Driven by the natural urge of every human being for new experiences.
3) It acts as an instrument of economic development and employment
generation.
4) Globally large service industry in terms of gross revenue and foreign
exchange earnings.
5) Stimulates other economic sectors like agriculture, transport, construction
etc.
TOURISM INDUSTRY IN INDIA
Tourism industry in India is on a great boom at the moment. India has
tremendous potential to become a major global tourist destination and
Indian tourism industry is exploiting this potential to the hilt. Travel and
tourism industry is the second highest foreign exchange earner for India,
and the government has given travel & tourism organizations export
house.
The buoyancy in the Indian tourism industry can be attributed to
several factors. Firstly, the tremendous growth of Indian economy has
resulted in more disposable income in the hands of middle class, thereby
 prompting increasingly large number of people to spend money on
vacations abroad or at home. Secondly, India is a booming IT hub and
more and more people are coming to India on business trips. Thirdly,
aggressive advertising campaign "Incredible India" by Tourism Ministry
has played a major role in changing the image of India from that of the
land of snake charmers to a hot and happening place and has sparked
renewed interest among foreign travelers.
Travel & tourism industry's contribution to Indian industry is
immense. Tourism is one of the main foreign exchange earners and
contributes to the economy indirectly through its linkages with other
sectors like horticulture, agriculture, poultry, handicrafts and construction.
Tourism industry also provides employment to millions of people in India
both directly and indirectly through its linkage with other sectors of the
economy. According to an estimate total direct employment in the tourism
sector is around 20 million .
Travel & tourism industry in India is marked by considerable
government presence. Each state has a tourism corporation, which runs a
chain of hotels/ rest houses and operates package tours, while the central
government runs the India Tourism Development Corporation.
1) It is the largest service sector in India.
2) Contribution of 6.23% to the national GDP & 8.78% of the total
employment in India.
3) Revenue generated from tourism was about US $100 billion in
2008which is expected to increase to
4) US $275.5 billion by 2018 at a 9.4% annual growth.
FINDINGS AND CONCLUSIONS AND ECCOMMODATIONS
This chapter deals with a summary of the whole study and the
conclusions derived there from. It also gives suggestions for the
improvement of the working of the employees in the tourism industry to
provide better services to the tourists, thereby improving the standard of
living of the employees in the tourism industry.
Kerala is one of the States in India which provides large number of
employees to cater to the needs of the world. Tourism is an industry
where service is marketed. It needs skilled and unskilled labourers. If the
personnel associated with tourism are trained properly, the services in the
tourism industry can be marketed very easily. Tourism is a service
oriented business where the customers enjoy the services they are having.
Most of the employees working in tourism industry are not
professionally qualified. The employees’ turnover is very high in tourism
industry. The main reasons for the employee turnover are the low wage
system, lack of systematic work schedule and the attitude of the society
towards the employees in this industry. The remuneration paid in the
unorganised tourism sector is very low when compared with their work.
This is the main reason for leaving of the highly qualified personnel from
this industry. Tourism workers have to be provided with reasonable
compensation for their work. They should have a work schedule like other
industries. The Govt. should frame a strategy regarding the working
conditions and payment of the employees in tourism industry. The
workers in the tourism industry must have an opportunity for presenting
their problems.
Issues related to human resource development in the tourism sector
involve the quality of human resources, their conditions of work, their
training and educational programmes, the role of the private sector and the
role of the public sector in giving attention and finding solutions to the
problems and constraints. If the business has to remain competitive,
managers must be skilful
in many diverse areas. As a part of the service industry, tourism is
labour-intensive and generally requires well-developed social and
language skills in a cross-cultural working environment. The availability
of skilled and trained manpower is a crucial element for the successful
development and sustainability of a tourist destination. In the ultimate
analysis, skilled and trained human resources will ensure the delivery of
the efficient, highly qualitative service to visitors, which is a direct and
visible element of a successful tourism product.
The major problems and constraints facing human resources
development in the tourism sector are shortage of qualified manpower,
particularly at the managerial level, shortage of qualified and experienced
teaching staff, shortage of training materials and facilities, lack of
strategies and policies for human resources development in the tourism
sector, difficulty in keeping pace with rapidly changing technological
innovations and dynamic changes in the global marketplace, complexity
of the multidisciplinary nature of tourism studies, gap between the
training capacity of the educational institutes and the actual need of the
industry and shortage of higher-level programmes for management
development.
Tourism workers need to be equipped with basic competencies
regardless of position, rank and salary, to include analytical competencies
– consisting of working knowledge in mathematics, basic computer
applications and cost analysis, behavioral competencies- customer service,
 human relations, professional ethics and even history and culture,
communication competencies – aside from English working knowledge,
Japanese, Chinese, French and other languages also will be advantageous.
It also includes ability in report writing and filling-up of company forms.
Other Basic competencies –would deal on electricity, geography,
environmental practices, hygiene, safety and housekeeping. The facilities
or services provided to the tourists were insufficient to meet their
requirements.
Major findings
1) The trained manpower available in the tourism industry is insufficient to
meet their increasing needs.
2) There is a wide gap between the requirement and availability of skilled
and unskilled manpower in the case of Classified Hotels in the State.
3) There is a wide gap between the requirement and availability of skilled
and unskilled manpower in the case of Un Classified Hotels in the State.
4) An average of 59 per cent of the requirement is available in case of skilled
manpower for Classified Hotels in the State. There is shortage of 41 per
cent of trained manpower in the case of Classified Hotels.
5) An average of 89 per cent of the requirement is available in case of
unskilled labours for Classified Hotels in the State and there is a shortage
of 11 per cent.
6) An average of 59 per cent of the requirement is available in case of
trained manpower for Un Classified hotels in the State and the shortage of
skilled labours is 41 per cent.
7) An average of 89 per cent of the requirement is available for unskilled
labours in Un Classified Hotels in the State and the shortage of unskilled
employees is 11 per cent.
8) The hypothesis that there exist unbridged gap between supply and demand
for trained manpower suitable for tourism industry in the State is accepted.
9) The total intake for various tourism related courses offered by universities
institutes in the State is 1356 per year, which is less than the requirement
of tourism-based industries in the State.
10) The hypothesis that the intake of universities / govt. agencies, which
offer certificates / diploma / degree imparting practical skill and special
knowledge training required for tourism, based industries in Kerala is far
less than the requirements are accepted.
11) Among the respondents, 50.50 per cent have the opinion that the
flights are available for their journey in the State. But, 49.50 per cent of
the tourists face difficult in getting flights in time.
12) As per the opinions of tourists the airways ticket available in the State
are ‘Difficult’ assumes the first rank (36.31 per cent), followed by ‘Not so
easy (28.37 per cent) which assumes the second rank.
13) Most of the tourists have the opinion that the cleanliness of the airport
in the State is ‘Good’ (34.14 per cent) and it assumes the first rank. But
some tourists say that the cleanliness in the airport is ‘Bad’ (30.54 per
cent) and it assumes the second rank.
14) A major part of the tourists visiting the state have the opinion that the
facilities at the airports are ‘Satisfactory’ (33.36 per cent) and it assumes
the first rank, followed by ‘Very good’ (25.10 per cent0 assumes the
second rank and ‘Good’ (19.78 per cent) assumes the third rank.
15) From the tourist, 40.75 per cent says that there is no train connectivity
towards most of the tourist destinations in the State and 22.75 per cent of
the tourists face difficulty in getting train.
 16) Most of the tourists have the opinion that the ticket reservation for
train in the State is ‘Difficult’ and it assumes the first rank (33.95 per
cent), followed by ‘Very difficult (22.16 per cent) which assumes the
second rank.
17) Among the tourists, half of them have the opinion that the cleanliness
in compartments is ‘Bad’ (50.42 per cent) and it assumes the first rank,
followed by ‘Poor’ (24.37 per cent) and “very poor’ (9.46 per cent) which,
assumes the second and third ranks respectively.
18) As per the opinion of tourists, the facilities at the railway stations are
‘Bad’ (49.21 per cent) and it assumes the first rank. Some tourists ranked
the facilities at the railway stations as ‘Poor’ (22.29 per cent0 and ‘Very
poor’ (10.52 per cent) which assumes the second and third ranks
respectively.
ƒ Most of the tourists have the opinion that the rail – road
connectivity in the State is ‘Not comfortable’ (34.50 per cent) and it
assumes the first rank, followed by ‘Just OK’ (31.26 per cent) and ‘Not
available’ (16.04 per cent) which assumes second and third ranks
respectively.
Among the tourists, 33.80 per cent have the opinion that the cleanliness
on the road is ‘Bad’ and it assumes the first rank, followed by ‘Poor’
(32.66 per cent) and “very poor’ (20.00 per cent) which, assumes the
second and third ranks respectively.
Most of the tourists ranked the maintenance of road as ‘Bad’ (50.26 per
cent) and it assumes the first rank, followed by ‘Very poor’ (15.28 per
cent) and ‘Poor’ (14.32 per cent) which assumes the second and third
ranks respectively.
ƒ Most of the tourists visiting the state have the opinion that the facilities at
the bus stations are ‘Poor’ (42.87 per cent) and it assumes the first rank,
followed by ‘Very poor’ (17.60 per cent0 assumes the second rank.
ƒ The majority of the tourists visit the State have the opinion that the
communication facilities at the destinations are ‘Satisfactory’ (36.31 per
cent) and it assumes the first rank , followed by ‘ Very good’ (34.86 per
cent) and ‘Good’ (18.52 per cent) which assumes the second and third
ranks respectively.
ƒ Majority of the foreign tourists (45.50 per cent) are not satisfied with the
shopping facilities in the State. But majority of domestic tourists (46 per
cent) are almost satisfied with the available shopping facilities in the State.
ƒ Among the foreign tourists 40 per cent are not satisfied with the present
entertainment facilities in the State and 35 per cent of the domestic
tourists are also not satisfied with the available entertainment facilities in
the State.
ƒ From the foreign tourists, 44 per cent of total tourists are not satisfied with
the food items available in the State and 39.50 per cent of the domestic
tourists are also not satisfied with food facilities available in the State.
ƒ Most of the foreign tourists (52.50 per cent) prefer Western foods. But
majority of domestic tourists (44 per cent) prefer Indian foods.
ƒ In the case of foreign tourists 55 per cent needs star hotels for their stay
during their visit where as 52.50 per cent of domestic tourists only prefer
star hotels.
ƒ Majority (97 per cent) of the total tourists express their opinion that they
are safe during their days in Kerala. Among the foreign tourists 96.50 per
cent also respond that they are safe during their visit in Kerala and 97.50
 per cent of the domestic tourists say that they are secure in the State at the
time of their visit.
ƒ In case of foreign tourists, 65.50 per cent face difficulty in communicating
with people in the State and 62 per cent of the domestic tourists also face
problems in communicating with the local people in the State.
ƒ From the foreign tourists 94 per cent of them say that the behaviour of
local people in the State is good and 96 per cent of domestic tourists also
have the same opinion about the behaviour of the people in the State.
ƒ Most of the foreign and domestic tourists (89 per cent) recommend Kerala
as a tourist destination to others.
ƒ The main attraction of tourists in Kerala is its natural beauty. Majority of
the foreign tourists (55.29 per cent) and the domestic tourists (58.49 per
cent) recommend Kerala as a destination because of its natural beauty.
ƒ . In the case of foreign tourists, 50.50 per cent face difficulty from the
customs department in the State.
ƒ Among the tourists, 37.67 per cent evaluate the services of banks in the
State as dedicated and encouraging.
ƒ Ranking of the opinions of tourists about the services of airport staff
indicates that their services are ‘Not so simple’ and it assumes the first
rank (37.51 per cent).
ƒ From the total tourists, 60 per cent of foreign tourists and 58 per cent of
domestic tourists felt good impression on the personnel in the airport. But
at the same time 39.50 per cent of the foreign tourists and 41 per cent of
the domestic tourists felt bad on the personnel working in the air port.
ƒ Ranking of the responses of the tourists indicates that among the factors
which impressed them, attitude of the employees of the airport reports
them very great extent and it assumes the first rank (28.7 per cent).
ƒ Most of the tourists have the opinion that the services of railway people
are ‘Neutral’ and it assumes the first rank (35.30 per cent).
ƒ As per the opinions of tourists the services of taxi operators, those who
have been reported, as ‘Adjustable’ assumes the first rank (30.14 per cent)
and ‘Misleading’ (26.61 per cent) assume the second rank.
ƒ Among the tourists, 31.48 per cent of the surveyed are of the opinion that
the employees in the buses are ‘Not so cooperative’ and it assumes the
first rank, followed by those who have been reported as ‘Non cooperative’
(28.96 per cent) and assumes the second rank.
ƒ Ranking of the opinions of tourists about the services of auto drivers
indicates that the auto drivers who are reported to have involved in
‘Misleading’ the tourists assumes the first rank (29.64 per cent).
ƒ From the total tourists, 25.50 per cent of foreign tourists and domestic
tourists also have an impression on the services of the personnel
associated with the transportation. But 71 per cent of foreign tourists and
domestic tourists felt deficient about the service of personnel associated
with transportation.
ƒ Ranking of the response of the tourists indicate that among the factors
which impressed them, Attitude of the employees of transportation
influence them to very great extent and it assumes the first rank (29.34 per
cent).
ƒ Ranking of the response of the tourists about the factors influencing the
bad impression of transportation employees indicate that, among the
factors, Communication influences them to a great extent and it assumes
the first rank (33.42 per cent) and Attitude assumes the second rank
(30.03 per cent).
ƒ Among the tourists, 34.05 per cent of the surveyed are of the opinion that
the services of people associated with accommodation are ‘Just OK’ and
it assumes the first rank, followed by those which have been reported as
‘Comfortable’ (32.95 per cent).
ƒ As per the opinions of tourists the food and beverages available in the
State are ‘Very good’ assumes the first rank (49.09 per cent).
ƒ From the tourists, 38.05 per cent of the surveyed are of the opinion that
the hospitality in the State are ‘Good’ and it assumes the first rank.
ƒ Ranking of the opinions of tourists about the services of receptionists in
hotels indicates that, 45.46 per cent of the tourists reported as ‘Fair’ and it
assumes the first rank, followed by those who reported as ‘Courteous’
(33.64 per cent).
ƒ Among the tourists surveyed, 37.72 per cent are of the opinion that the
services of room boys are ‘Fair’ and it assumes the first rank, followed by
those which have been reported as ‘Courteous’ (27.41 per cent).
ƒ Ranking of the opinions of tourists about the services of waiters in hotels
indicates that, 33.68 per cent of the tourists reported as ‘Fair’ and it
assumes the first rank, followed by those who reported as ‘Courteous’
(29.82 per cent).
ƒ From the respondents, 35.74 per cent are of the opinion that the services
of restaurant people are ‘Dedicated service’ and it assumes the first rank,
followed by those which have been reported as ‘Fair’ (29.61 per cent).
ƒ Ranking of the opinions of tourists about the services of house keeping
people indicates that, 47.96 per cent of the tourists reported as ‘Dedicated
service’ and it assumes the first rank, followed by those who reported as
‘Fair’ (20.80 per cent).
ƒ Ranking of the opinions of tourists about the services of security people
indicates that the security people who are ‘Responsible’ assumes the first
rank (41.37 per cent), followed by those who are ‘Fair’ (25.77 per cent).
ƒ Ranking of the responses of the tourists indicates that among the factors
which impressed those, “Response” of the employees of the
accommodation influence them to very great extent and it assumes the
first rank (29.63 per cent) followed by Attitude (29.57 per cent).
ƒ Ranking of responses of tourists about the factors of bad impression in
accommodation indicates that Communication of employees impressed
badly them to a very great extent and it assumes the first rank (32.51 per
cent) and Attitude assumes the second rank (28.94 per cent).
ƒ Among the tourists surveyed, 32.70 per cent are of the opinion that the
tourist guides and escorts are ‘Dedicated and courteous’ and it assumes
the first rank, followed by those who have been reported as ‘Unqualified
and ill trained’ (26.73 per cent) and it assumes the second rank.
ƒ As per the opinions of the tourists the Tourist police who are
‘Authoritative and responsible’ assume the first rank (45.92 per cent).
ƒ Ranking of the opinions of tourists about the services of shop keepers
indicates that the shop keepers who are ‘Motivating’ them assume the first
rank (36.27 per cent), followed by those who are ‘Helpful’ (34.91 per
cent).
As per the opinions of the tourists, the destination management people
who are ‘Protective’ assume the first rank (34.13 per cent) and
‘Adjustable’ (26.67 per cent) assumes the second rank.
ƒ Ranking of the opinions of tourists about the services of local people
indicates that the local people who are ‘Cooperative’ assumes the first
rank (27.70 per cent), followed by those who are reported as ‘Not so bad’
(26.32 per cent).
ƒ Majority of the foreign tourists (63.50 per cent) felt deficient about
services of the people related with destination and 60 per cent of the
domestic tourists also felt deficient about their functioning related with
destination.
ƒ Ranking of the responses of the tourists indicates that among the factors
responsible for bad impression of the destination people, Communication
affected adversely to a very great extent and assume the first rank (3097
per cent) followed by Attitude (30.65 per cent).
ƒ Among the tourists, 32.27 per cent are of the opinion that the facilities
available in the tourist destinations are ‘Good’ and it assumes the first
rank, followed by those which have been reported as ‘Satisfactory’ (29.52
per cent).
ƒ Ranking of the opinions of tourists about the answers of employees
towards their queries indicates that the answers of employees are accurate
and it assumes the first rank (46.38 per cent).
ƒ Among the respondents, 41.88 per cent are of the opinion that the
behavior of employees is ‘Good’ and it assumes the first rank.
ƒ From the tourists surveyed, 37.68 per cent are of the opinion that they get
‘Satisfactory’ personal attention and it assumes the first rank.
ƒ Ranking of the opinions of tourists about the cleanliness of employees in
the State indicates that the employees who are ‘Just OK’ ,assumes the first
rank (35.27 per cent).
ƒ In the case of foreign tourists 46 per cent were influenced by the natural
beauty and 40 per cent like the cultural & historical monuments of the
State. Among the domestic tourists 46.50 per cent were attracted by the
natural beauty and 37 per cent were only attracted by the cultural &
historical monuments in the State.
ƒ The major issues raised by the foreign and domestic tourists in the State
are delay in service delivery, congestion and traffic blocks and
insufficient facilities at the destinations.
ƒ Among the tourists surveyed, 47.40 per cent are of the opinion that the
level of satisfaction in the State is ‘Good’ and it assumes the first rank.
ƒ The hypothesis that the infrastructural facilities and skilled manpower at
destinations are far below the tourist’s expectations is accepted.
ƒ Majority of the employees working in travel agencies in the State are not
professionally qualified. Only 44 per cent of the travel agents have
professional degree / diploma in tourism.
ƒ Most of the employees in travel agencies (52 per cent) do not have any
degree or diploma in travel or tourism management.
ƒ Most of the persons (44 per cent) in the travel industry are of the opinion
that the remuneration availed in this field is insufficient to meet their
requirements.
ƒ Majority of the travel agents (44 per cent) provide air and bus ticketing
services to the tourists.
ƒ Majority of the travel agents (40 per cent) provide specific package,
requested package and full package facilities for the tourists as per their
requirements.
ƒ Almost all the travel agents (84 per cent) arrange boarding and lodging
services to the tourists.
ƒ Majority of the travel agents (84 per cent) select the employees on the
basis of merit or qualification.
ƒ Majority of the travel agents (56 per cent) report that the absenteeism of
employees in their organisation is medium.
ƒ Majority of the travel agents (44 per cent) report that the employee
turnover in their organisation is high.
ƒ The main reasons reported by the travel agents (84 per cent) for employee
turnover in the tourism industry are low wages when compared with the
work load and other better chances.
ƒ The travel agents (44 per cent) say that the communication between the
employees is fair.
ƒ The travel agents (44 per cent) get a good cooperation from the employees
in their routine work.
ƒ Majority of the travel agents (44 per cent) say that the communication of
employees with their superiors is fair.
ƒ The main steps taken by the travel agents to retain their employees are fair
wages and incentives. But majority of the travel agents (48 per cent) do
not take any steps to retain the employees.
ƒ Majority of the travel agents (84 per cent) expect that their employees
should be sincere and punctual.
ƒ Most of the travel agents gave opportunities (92 per cent) to listen the
opinion of their employees.
ƒ Among the employees working in the HR department of hotel industry, 72
per cent have professional degree in tourism.
ƒ Some of the employees in the HR department of hotel industry (28 per
cent) have no professional degree or diploma in the field of tourism.
ƒ Majority of the people working in the HR department of hotel industry
(72 per cent) are not satisfied with their remuneration.
ƒ The main professional services provided by the institutions in hotel
industry are laundry, health club and beauty parlour. Other services
provided by the hotel industry in the State are dry cleaning and hair
dressing.
ƒ Most of the organizations in the hotel industry (34 per cent) provide
induction training for the newly appointed employees. But another major
part of the organizations in the industry (29 per cent) do not provide any
type of training to their employees. The remaining organizations provide
daily briefing, weekly briefing, monthly briefing and yearly training to
their employees.
ƒ Majority of the HR department in hotel industry (42 per cent) report that
the absenteeism of employees in the industry is medium.
ƒ More than half of the HR departments in the hotel industry (52 per cent)
say that the employee turnover in the industry is high.
ƒ The main reason for the employee turnover in hotel industry (66 per cent)
are low wages, other better chances and attitude of the society towards the
jobs in this industry.
ƒ Majority of the employees in HR department of hotel industry (55 per
cent) report that the communication with the subordinates is good.
ƒ Majority of the employees in HR department of hotel industry (58 per
cent) report that the cooperation from the subordinates is good.
ƒ Most of the employees in HR department of hotel industry (54 per cent)
report that the communication with the superiors is good.
ƒ The major step taken to retain the employees in hotel industry is better
wages (76 per cent) and 10 per cent of the HR department does not any
step to retain their employees.
ƒ More employees are working in the sections of Maintenance (25.50 per
cent), Front office (21 per cent) and Security (21 per cent) in the hotel
industry.
ƒ Among the employees working in the hotels, 58 per cent are
professionally qualified and 42 per cent are not professionally qualified.
ƒ Among the professionally qualified employees who are working in the
hotel industry, most of them (55.17 per cent) have only Diploma in
Tourism and19.83 per cent have PG Diploma or Degree.
ƒ Among the employees working in the hotel industry, majority of them
(65.50 per cent) receive the guests by greeting them in English.
ƒ Majority of the employees with professional qualifications working in the
hotel industry (62.07 per cent) have undergone one year course in the
field of tourism.
ƒ Among the employees working in the hotel industry having professional
training, most of them (70.69 per cent) get training from govt. institutions.
ƒ Majority of the employees working in the hotel industry (60.50 per cent)
demands more training in their field of operations.
ƒ Most of the employees in hotel industry (31.50 per cent) demand more
training facilities in the field of tourism management.
ƒ From the employees working in the hotel industry, 72 per cent select the
present job as a livelihood and only 24 per cent select their job with
special interest in tourism.
ƒ Most of the employees working in the hotel industry (45 per cent) are
found in this field for a period of 1 to 4 years.
ƒ Among the dissatisfied employees in hotel industry, majority of them
(92.68 per cent) are dissatisfied because of the low wages system
prevailing in the industry.
ƒ Majority of the employees in hotel industry (53 per cent) expect
promotion chances in their present job. But 47 per cent think that there is
no promotion chance in their present job.
ƒ Almost all the employees in hotel industry (94.50 per cent) say that the
job in tourism sector requires special knowledge and skill.
ƒ Among the employees in hotel industry, 63 per cent have special
knowledge or skill in this field and 37 per cent have no special skill or
knowledge.
ƒ Among the employees having special training, most of them (36.11 per
cent) got training from unclassified hotels and only 27.78 per cent got
training from the star hotels.
ƒ Majority of the employees in hotel industry (49 per cent) are unaware of
the various courses available in the field of tourism management.
ƒ Most of the employees in hotel industry (69.50 per cent) does not get
training from their present management.
ƒ Among the employees who got training from the present management, got
training only for a period of 2 months or 3 months.
ƒ Among the employees in hotel industry, 62.50 per cent facing some
difficulty in using languages for conversing with tourists.
ƒ Majority of the employees in hotel industry (50 per cent) are not satisfied
with the remuneration they are having from the industry.
ƒ Among the employees working in the hotel industry, 52 per cent of them
recommend the involvement of trade union in the industry.
ƒ From the employees working in the hotel industry, 61 per cent are facing
difficulty in communicating with the tourists.
ƒ Most of the top management in the hotel industry (54.50 per cent) is ready
to make conversation with their subordinates weekly.
ƒ Majority of the employees in the hotel industry (43.50 per cent)
considered that the present incentive schemes available in the industry are
only average.
Among the employees in the hotel industry, 57.50 per cent have the
opinion that the incentive schemes will motivate the employees.
ƒ Most of the employees in hotel industry (66.50 per cent) have not much
freedom in taking decisions in their daily work without consulting the top
management.
ƒ Majority of the employees in hotel industry (90 per cent) demands more
training institutes with more professional courses in the field of tourism to
improve the quality of services in this industry.
ƒ The human resources in tourism industry are not well equipped to meet
the demand of the customers. There is shortage of professionally qualified
workers in this field.
ƒ There are no separate strategies and policies for human resource
development in the tourism sector in the State.
ƒ Since the Calculated value, in case of both Unclassified Hotels and
Classified
 Hotels, is higher than the Table value, (Fcal..= 502.67454 >Ftab.=
493.006171 (at .0002 level) the hypothesis that ‘the Nunber of Tourist
Arrivals have no positive influence on Income from Tourists’ is rejected.
ƒ As the Calculated value, in case of both Unclassified and Classified
Hotels, is higher than the table value, (Fcal.= 4878.27518>Ftab
=784.007280 (at .0000 level), the hypothesis that ‘the Remuneration
offered to Employees has no positive influence on Income from Tourits’
is rejected.
ƒ The Calculated value, in case of both Unclassified and Classified Hotels,
is higher than the table value, (Fcal.= 1161.84264 >Ftab.= 784.007280
(at .0001 level)), so the hypothesis that ‘the Marketing Expenditure per
Day has no positive influence on Income from Tourists ’ is rejected.
ƒ Since the Calculated value, in case of both Unclassified and Classified
Hotels, is higher than the table value ,(Fcal.=14.09229 >Ftab.= 10.127964
( at 0.05 level)), the hypothesis that ‘the Hotel Occupancy Rate have no
positive influence on Income from Tourists’ is rejected.
ƒ As the Calculated value in case of both Unclassified and Classified Hotels,
is higher than the table value, (Fcal.= 91.20927 >Ftab.= 10.127964 (at
0.05 level),.) the hypothesis that ‘the Length of Residence has no positive
influence on Income from Tourists ’ is rejected.
ƒ In case of Unclassified Hotels, the hypothesis that ‘the Number of Tourist
Arrivals have no positive influence on Income from Tourists’ is rejected,
because the calculated value, is higher than the Table value,
(Fcal..=131.48>Ftab.=34.11622(at0.01 level).
ƒ The hypothesis that ‘the Remuneration offered to Employees has no
positive influence on Income from Tourists’ is rejected in the case of
 Unclassified Hotels as the Calculated value, , is higher than the table
value, (Fcal.=2380>Ftab.784.007(at 0.0001 level).
ƒ Since the Calculated value, in case of Unclassified Hotels, is higher than
the table value, (Fcal.=4752.895 >Ftab.=784.007(at 0.0001 level)), the
hypothesis that ‘the Marketing Expenditure per Day has no positive
influence on Income from Tourists ’ is rejected.
ƒ As the Calculated value, in case of Unclassified Hotels, is higher than the
table value,(Fcal.=2.67939.>Ftab.=2.6622(at 0.2002 level)), the
hypothesis that ‘the Hotel Occupancy Rates have no positive influence on
Income from Tourists’ is rejected.
ƒ The Calculated value, in case of Unclassified Hotels, is higher than the
table value, (Fcal.=3.44564 >Ftab.=3.2332(at 0.1604 level)). So, the
hypothesis that ‘the Length of Residence has no positive influence on
Income from Tourists ’ is rejected.
ƒ Since the Calculated value, in case of Classified Hotels, is higher than the
Table value, (Fcal..= 21.05666>Ftab.=20.617982(at0.0194level) the
hypothesis that ‘the Number of Tourist Arrivals have no positive
influence on Income from Tourists ’ is rejected.
ƒ As the Calculated value, in case of Classified Hotels, is higher than the
table value, (Fcal.= 2133.88698 >Ftab. 784.007(at0.0000 level), the
hypothesis that ‘the Remuneration offered to Employees has no positive
influence on Income from Tourists’ is rejected.
ƒ The Calculated value, in case of Classified Hotels, is higher than the table
value, (Fcal.= 694.07392>Ftab.=167.0292(at 0.001 level)). So, the
hypothesis that ‘the Marketing Expenditure per Day has no positive
influence on Income from Tourists’ is rejected.
ƒ Since the Calculated value is higher than the table value,(Fcal.=
3.7567.>Ftab.=3.703006(at 0.1583 level)), the hypothesis that ‘the Hotel
Occupancy Rates have no positive influence on Income from Tourists.’ is
rejected.
ƒ As the Calculated value, in case of Classified Hotels, is higher than the
table value, (Fcal.= 1.28304>Ftab.=1.5619(at 0.3397level),.) the
hypothesis that ‘the Length of Residence has no positive influence on
Income from Tourists ’ is rejected
Bibliography
Website- www.countryroads.co.nr
www.wikkipedia.com
www.tourismofindia.com
www.travelindia.com