INTRODUCTION

The hospitality industry is a major service in the world economy. The industry
encompasses an extensive variety of service industries that include food, services
of tourism and hotels. The hospitality. The hospitality industry also includes
tourism sport commercial activities like airline cabin staff and travel agents.
Hospitality industry plays a major role in the overall economic growth of the
country.

EVOLUTION OF HOTEL INDUSTRY

While the practice of renting space to travelers stretches back to antiquity, what is
considered the modern concept of a hotel derives, from 1794 when the City Hotel
was opened in New York City. While the practice of renting space was not new,
the City Hotel was purported to be the first building devoted exclusively to hotel
operations. For its time, the building was quite large and possessed 73 rooms.

Hotels took a distinct step up in style and class when the Tremont House opened in
Boston in 1829. This hotel was considered by many to be the beginning of what
was regarded as first class service. With 170 rooms, the Tremont House was a
large facility. In addition, the hotel offered features which, for the time, were
amazing. In the 1920’s, hotel building entered a boom phase and many famous
hotels were opened, including the Waldorf Astoria, New York’s Hotel
Pennsylvania, and the Chicago Hilton and Towers, which was originally named the
Stevens. In the 1950’s and 1960’s, the practice of franchising appeared within the
industry. Franchising enabled entrepreneurs to expand their operations without the
use of substantial capital.

From the 1980’s forward, mergers and acquisitions became common within the
industry, and brands become hotly traded l commodities. Recently, use of
 management companies has entered the mainstream. As a result, many chains
are more involved in management than in ownership. These chains realize a
much more predictable and steady income stream than had normally been
yielded by ownership. With the development of railway stems in many

Countries the number of hotels also increased, because the volume and type of
traffic hotels needed could only be provided by the railways.

TECHNOLOGICAL ADVANCEMENTS IN HOSPITALITY SECTOR

Significant technological advancements of the last decade have dramatically

impacted the world wide lodging industry in both positive and challenging ways.
As the technology innovation continues to evolve, the magnitude of this
phenomenon will continue to influence the sector. From the early days of Holiday
Inn through the late 1970s, the biggest advancements were LCD TV, air
conditioning, and eventually in room movies.

The evolution of electronic guest room lock systems also add to that. The
replacement of electronic keycards through plastic cards, biometric key locks, flat
TVs and hotel brand all are said to be the latest trends in hospitality. Guest room
vanity mirrors, availability of iPod docking stations, electronic energy management
systems that detect guest presence in rooms and follow the control for cost
effective conditioning accounts to be the improvements brought about to the same.
Cloud computing, shared resources, software information and devices on demand
makes it an electric grid unlike the traditional days of service.

TYPES OF HOTELS

The major types of hotels included in the service sector are,

 INTERNATIONAL HOTELS
They are the modern western style hotels seen in almost metropolitan and other
large cities as well as principal tourist centers. They are the base of luxury and are
classified on internationally accepted system of classification. They are placed on
star categories. There are five categories ranging from one to five depending upon
facilities and service. The extra work the hotels put in along with accommodation
makes them differentiated.

Well appointed reception, Information counter, Help desk, Banquet Halls,

Conference facilities, which adds to Coffee shops, Travel agency, Money exchange
and Safe deposit boxes are the above mentioned factors of difference. Restaurant
and bar facilities are integral part of the hotel and they can also be made special
through Local cuisine, Food and Beverage services and Restaurant services.

 RESIDENTAL HOTELS

They are the apartment houses that complete a hotel service. They are basically
called apartment hotels. The tariffs are also charged different as they can be
monthly, half-yearly or o yearly basis. The residential hotels have much advantage
in longer run for stay compared to other hotel types as they are build to stay long.

 FLOATING HOTELS

They are a variety of hotels which are on the surface of water as the name suggests.
It may be on sea water, river or on lake streams. Unlike hotels, they gives the
facilities of hotel along with the ambience that no other types can provide. Some
countries adopt to use luxury ships to be converted to floating hotels. The exotic
atmosphere of these hotels is well employed in India to reap hotel revenues.

 HERITAGE HOTELS
They have unique architectural features used in different periods of time which
blend with the culture and tradition of the area. The unique design is the core
competence of these hotels and they give better atmosphere of living in that place.
Heritage hotels in palaces, castles, hunting lodges, havelas are build years ago. The
façade, the architectural beauty are the distinct characteristics which has no
substitute.

 HOTEL HOTELS

It is the hotel for holidays and so it is generally termed as holidaymaker. The

customers who seek medical attention and health nourishments refer to hotels
which are located near the sea, mountains or somewhere where 4atural beauty
swallos the minds of all. Rest and relaxation through nature is the sole of these
hotels. They provide special services to visitors created by the informality of
nature. They are classified on topography and climate as,

a. Summer Hotel

b. Winter Hotel

c. Hill Hotel

d. Health Hotel

 TWO STAR HOTELS

It is typically the small to medium sized hotels which offer more extensive
facilities than a One star level one. Some hotels comes to Two Star where guests
can expect comfortable, well occupied, overnight accommodation with an en-suite
bath room. Also the staff offers much more services including food and drinks.

 THREE STAR HOTELS

High staffing levels and a significantly greater quality and range of facilities than
the lower classification makes them special than other segments. Reception and
pubic rooms be more spacious and restaurants must also cater non residents. All
bedrooms are to have attached fully functional bathrooms along with equipment of
comfort such as hair dryer, direct dial telephone etc.

 FOUR STAR HOTELS

Luxury in every touch which has quality in furnishings, décor and equipment, in
every area of hotel, are their major attraction. They offer full time assistance
embedded with high staff ration to make sure the guests are served to the best. A
24 hour room service and laundry cleaning is also attached.

 FIVE STAR HOTELS

Spacious and luxurious only plots which matches international standards for
quality and comfort to its maximum. Interiors are built to impress and attention to
detail and elegance are key features to be stated. Furnishings should be
immaculate. Services should be formal, well supervised and flawless to be strict.
For what all reasons they must dominate all inferiors and make the customers
better that no one else can offer.
WORLD SCENARIO

China, Brazil and Eastern Europe are predicted to be the fastest growing regions
among developing countries for he hotel industry The expansion of business
activities in emerging markets, an increase in economic growth combined with
changes in consumer lifestyles and arise in dispensable income are fuelling growth,
Global hospitality majors such as Hilton, Acor, Marriot International, Berggruen
Hotels, Cabana Hotels, Premier Travel Inn (PTI) and InterContinental Hotel, Four
Seasons, Ista, Golden Tulip. Inbound tourism arrivals are forecast to increase in
2011-13 (up 4 9°% with growth easing to average 3.9% per year to2019. The total
contribution of this sector is around 9.3%.

Between China & Gulf States, it is estimated that a total of 500,000 additional
hotel rooms will be required to reach the same penetration as in more developed
countries, and the majority of these will be positioned in the economy and mid-
market segments. These new markets pose unique challenges in politics and
ownership, as well as in recruiting, training and retention of local staff.

The industry is historically in the lowest quartile of technology spending within the
consumer businesses, however, all the executives interviewed expect to increase IT
investments, particularly in reservations, distribution, loyalty programs, and
customer relationship management. In the US and Western Europe, more people
relied on the Internet for travel information last year than relied on friends and
acquaintances, posing significant challenges and opportunities for the industry. In
addition, more demanding customers have come to expect more personalized
service, and in the future hospitality suppliers will need to consider online room
selection and check-in, personalized bed (variable firmness), and personalized in-
room food and beverage offering.
NATIONAL SCENARIO

The Indian hospitality sector has been experiencing a resilient phase of growth
driven by the flourishing middle class, tourists, and synchronized administration
and promotions by the Government to encourage Incredible India. Hotels in India
have a supply of 110,000 rooms. According to tourism ministry, we have 4.4
million tourists visiting in the last years. So we do need 150,000 rooms more
which fuels the rate of hotels in India. As per the Foreign Direct Investment (FDD
policy, the Indian Government has allowed 100 per cent foreign investment under
the automatic route in the hospitality industry. Moreover to facilitate foreign
tourists., the Government of India has brought forth a scheme that permits the
tourists from Finland, Japan. Luxembourg, New Zealand and Singapore to travel
on Tourist Visa on Arrival in the country for a limited period of 30 days only.

MNC Hotel Industry giants are flocking India and forging Joint Ventures to earn
their share of pie in the race. Government has approved 300 hotel projects, nearly
half of which are in the luxury range. Hotel Industry in India’ is set to grow at 15%
a year. India currently stands as one of the most frequented tourist destinations in
the world. Blessed in terms of topography, history, culture, tradition and cuisine
India manages to charm one and all. The Indian tourism industry is currently
among the most booming sectors in the country.

April, followed which the monsoon months entail low demand. Usually the
December and March quarters bring in 60% of the year’s turnover for India’s
hoteliers. However, this trend is seeing a change over the recent few years. Hotels
have introduced various offerings to improve occupancy during the lean months.

The hotel industry comprises a major part of the tourism industry. One of the
fastest growing sectors of the economy now is the hotel industry. This industry
alone is a multi-billion dollar and growing enterprise. The hotel industry is diverse
enough for people to work in different areas of interest and still be employed
within the hotel.

Historically viewed as an industry providing a luxury service valuable to the

economy only as a foreign exchange earner, the industry today contributes directly
to employment (directly employing around 0.15 million people), and indirectly
facilitates tourism and commerce. Prior to 1980, the Indian hotel industry was slow
growing.

However, subsequent partial liberalization of the India economy generated tourism

interest in India, with significant benefits accruing to the hotel and tourism
industry. The Indian economy is now the second fastest growing economy in the
world, China being the first. India has achieved an average growth rate of 9% over
the past four years. It is expected to grow at the rate of 8% between 2008 and 2016.
India is also now the fourth largest contributor to the world Gross Domestic
Product (GDP) in Purchasing Power Parity (PPP) terms after USA, Japan and
China. This has attracted a lot of attention from all over the world.

India has enormous potential for the development of tourism, but it has not yet
developed and realized its importance. The Government of India has allocated
9230 crores during the 11th Plan, the allocation of which is less than 1% of GDP
for the tourism sector. China spends 3.8%, Nepal 5%, Malaysia 8.4% and
Indonesia 15% of their GDP.As reported in 2011 by the World Economic Forum,
India was ranked 11th in Asia Pacific region. However, India is ranked the 14th best
tourist destination for its natural resources and 24th for its cultural resources.

The Indian hotel industry has emerged as one of the key industries driving in the
growth of the service sector and the Indian economy. According to the World
Travel & Tourism Council (WTTC), growth in the hotel industry is at 15% every
year with 1, 50,000 hotel rooms over the next couple of years. In recent decades,
the business environment has changed. A new environment has begun that is
termed as the “information age” because knowledge and information are more
readily available than ever before. Organizations have reacted in different ways
versus change in business. These changes include change in management structure
and assessment methods. The new organizational environment requires being more
flexible and adaptable with environmental factors. This flexibility involves group
work and cooperation between different organizations. An organization intending
to compete is mindful of expected changes in planning and practice. Such an
organization should consider the customer`s needs and should assign more
responsibilities to the human resource department. Strategic information can show
an organization the future route whereby the competitive route is decided and
based on this information; the company’s success is enhanced.

The changing business environment has also brought about dissatisfaction in using
solely traditional financial measures for performance measurement. Knowledge
and information are now competitive factors for today’s organizations. In a
knowledge- based business environment, intangible assets create value for
organizations, while traditional tangible assets become less important. Some
organizations are comprised almost entirely of intangible assets, such as a new
product or service innovation, human capital, which are difficult to measure with
traditional financial accounting systems.

In addition, financial indicators such as profitability are simply an indicative part

of an organization’s developmental success on a short-term basis. Therefore, to put
more emphasis on the importance of strategic information, one should consider an
organization’s performance from four different angles using financial and
nonfinancial reports based on critical success factors. These four angles include
financial and three non-financial ones. Financial performance, Customers’
satisfaction, internal processes and Innovation and learning. The increasing
importance of intangible assets creates a need for a different type of performance
measurement system.

So altogether for a tertiary service sector firm, the pricing and quality if service
matters the most and as India is a developing nation with huge potential for
Service industries, the Hotels holds the chance for expansion and spread.

FLORA HOSPITALITY GROUP

It is the hospitality of Flora group of Hotels and our portfolio comprises of 9

delightful well situated properties within the UAE and In Cochin. These groups
work to be the preferred employer in hospitality. The properties of Flora includes

 Flora Grand Hotel

 Florida Hotel

 Hotel Florida International

 Flora Creek Deluxe Hotel Apartments

 Flora Park Deluxe Hotel Apartments

 Flora Hotel Apartments

 Flora Alsouq Hotel

 Flora Albasheer Hotel

  Flora Airport Hotel Cochin

FLORA GRAND HOTEL

Flora Grand Hotel Dubai is a four star deluxe hotel conveniently located in the
heart of Dubai thriving commercial and leisure district, just 10 minutes from Dubai
International Airport and on the famous Al Rigga Street – the most exciting part of
town all year round. The hotel offers 200 rooms to choose from including Superior,
Executive, Deluxe, Connection Rooms and Suites for uncompromising indulgence.
Indulge your mind and body at the Health and Leisure facilities at the Flora Grand
Hotel Dubai. The facilities include Gym and Health Club, Serenity Spa, outdoor
Swimming Pool and Gym.

FLORIDA HOTEL

Florida Hotel is situated next to Sabkha Bus Station and is within walking distance
to the famous Deira Creek, Gold Souk & Murshid Bazaar. This hotel is the ideal
lodging choice for business traveler in this bustling business and shopping district
of Dubai. Guest will find this hotel’s location convenient, just 15 minutes drive
from the Dubai International Airport.

HOTEL FLORIDA INTERNATIONAL

Hotel Florida International is situated opposite to Al Sabkha Bus Station. This

hotel is ideal for lodging choice for business traveler in this bustling business and
shopping district of Dubai. Guest will find this hotel’s location convenient, just 15
minutes drive from the Dubai International Airport. This hotel has 48 spacious and
cozy guest rooms, a well stocked mini refrigerator, and satellite television with
more than 20 channels and hi speed wi-fi internet.

HOTEL PARK DELUXE HOTEL APARTMENTS

Located in close proximity to the famous Dubai Creek, the Flora Park Hotel
Apartments offers a range of spacious one, 2 and 3 bedroom luxury apartments
just steps away from Deira City Centre and 2 km from Dubai International Airport.
In total the Flora Park offers 118 prestigious & spacious apartments, each of which
is beautifully decorated and features a range of modem comforts. Ideal for long-
staying guests or families requiring extra space these apartments feature separate
sleeping and living-dining areas as well as fully-equipped kitchens.

FLORA HOTEL APARTMENTS

Flora Hotel Apartments is situated in Baniyas Square Central Deira, Dubai’s

business and leisure district, it is a 10 minutes drive from Dubai International
Airport. Flora Hotel Apartments consists of one-bedroom suites and studios with
kitchen facilities. All apartments have modern furniture, parquet flooring. Satellite
television with more than 25 channels, a fully equipped pantry and a high speed
wi-fi internet.

FLORA ALSOUQ HOTEL

Flora Al Souq Hotel is a 2 star Hotel centrally located in Dubai, in the main
business and shopping area of the city, Al Baniyas district. Just few minutes’ drive
from Dubai airport and just 10 minutes’ walk away from Dubai Gold Souk and
Spice Souk. Flora Al Souq Hotel offers 80 beautifully designed Rooms within a
peaceful ambiance throughout the hotel to ensure optimum comfort for every
guest. All rooms include elegant contemporary furnishings with wooden Flooring,
Air-conditioning, LCD Television with a selection of Satellite Channels, Writing
Desk, Mini Refrigerator, Electronic Safe Deposit Box, IDD Telephones, High
Speed Wi-Fi Internet Connectivity, Make up Mirror, Tea/Coffee maker and En-
Suite Bathroom.

FLORA AIRPORT HOTEL COCHIN

Located 100 meters from the Cochin International Airport, the Flora Airport Hot
conveniently placed 4.Star property and features modern rooms. The hotel is
suitably connected to the highways, railway stations and close to the business
district Kochi. The hotel offers 60 centrally air-conditioned rooms and suites
featuring modern interiors and furnishings. Each elegant room is ideal for the
corporate travelers and families alike.

The rooms are fitted with LCD Television with Satellite Channels, High Speed
Wi-Fi Internet connectivity, Work Desk, Direct Dial Telephone, Electronic Safe
Deposit Box, well stocked Mini Refrigerator, Tea/Coffee Maker and En-Suite
Bathroom. For leisure, the guests at the hotel can exercise at the well-equipped
fitness centre or enjoy a dip in the outdoor swimming pool. Recreation facility
includes a steam room and spa with Ayurvedic, Thai, Balinese treatments, Hot
Stone and Aroma Therapy. The dining options include a multi-cuisine and a
Mediterranean restaurant apart from the lobby coffee shop. Also located within the
premises is the ‘Food Circle’ Food Court offering a choice of fast food and snacks
24 hours.
THE FLORA AIRPORT HOTEL

The word “FLORA” means PLANTS of a region. Flora Hospitality is a quality

driven collection of hotels & hotel apartments and are committed to provide only
the highest levels of comfort, quality accommodations and conference facilities has
made Flora Hospitality Hotels and Hotel apartments ideal for leisure, corporate
travelers, stopovers & long stays. Each and every stay at one of our properties
offers a high level of warmth and art of hospitality.

At Flora Airport Hotel Kochi, guest’s business and leisure needs are prioritized.
To ensure to give the best possible experience, at the heart of our hospitality ethos
is the major attention to detail, service quality and guest convenience.

They offer an exclusive location providing all the luxurious trappings of a four-star
hotel experience, where hospitality is defined by Flora Group Hotels promise of
Pure Value, Pure Quality, Pure Service. Friendly and courteous staff is committed
to make stay as comfortable and rewarding as possible at Flora Group Hotels.

Flora Group Hotel of unique hotels and hotel apartments that redefine luxury by
delighting guests with unparalleled experiences at every location. The group work
hand to ensure that guests enjoy superlative service in keeping with our values.
The Flora group has an earned level of brand image which requires no separate
certification to be accepted by the fellow guests.

Located at just an amount of 100 meters from the International Terminal of the
Cochin International Airport, Nedumbassery, this Hotel offers the best services for
a four star hotel category with no doubt.
This hotel is connected to all facilities as it has proper linkage to nearby cities, the
Golf Course, nearby National Highways and all these makes the picture of Flora
Hotel Vibrant in the minds of the customers.

The major facilities include,

 Golf Course (3 kilometers away)

 Services Airport Shuttle
 Business Center
 Concierge Service
 Meetings & Conferences
 Doctor on Call
 Smoking & Non- Smoking rooms
 Premium guest parking
 Restaurants for a different taste
 Banquets services
 Spa and massage therapy

All these makes Flora the best for the class of the four star hotels and also the
proximity towards the Airport mends it the suitable place of stay for the guests,
mostly international customers, and the company do not appreciate alcohol usage
within the hotel and premises.

ABOUT THE GROUP

 1994 – Launch of GCC operations with garment importing, wholesale

distribution and Re- exporting
  1997- Activities were extended to UAE with base in Dubai, then the group
were split into concentrating different business
 2000- Starts First Hotel in Dubai
 2004- Launched Pearl Investment LLC , under the patronage of H.E SHEIK
SUKHAIL Bin Khalifa Al Mactom, a holding company for all activities in
UAE, and also initiating and funding projects in UAE
 2011- Started Hotel in Kochi, nearing the airport named Flora Airport Hotel

The Group has interest in carrying out business in sectors like,

 Pearl Investment LLC UAE operations and activities

 Hotels and Tourism
 Real Estate
 Engineering & Technical Services
 General Trading

The expertise of professionals in Administration, Marketing, Engineering and

Finance and tireless operational efficacy of even the lowest section of employees
constitute the success story of Flora Group.

The Group has also ambitious plans to confide over more businesses in UAE like,

 Construction & Manufacturing

 Information Technology
 Healthcare & Pharmaceuticals

And the other companies of the Flora Parental group comprises of,

 Pearl Investment LLC

 SBK Real Estate
  Blue Mount
 On-Time HR Solutions
 Oberon Mall
 Entrust Exim

ORGANIZATIONAL STRUTURE