Beruflich Dokumente
Kultur Dokumente
Degree of
BY
XXXXXXXXXX
Mr. xxxxxxxxxx
From 02/11/08
To 02/12/08
DECLARATION
I xxxxxxxxxx hereby declare that the project titled “An Organizational Study
guidance of Mr. xxxxxxxxxx, Leela Kempinski Kovalam Beach Hotel, for the
2007-2009. Hereby I declare that the project report has not been submitted to any
Mr.xxxxxxxxxx xxxxxxxxxx
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Acknowledgement
I humbly make use of this opportunity to thank all those who helped me for
I would like to thank all my faculties for their support and guidance which
Above all I wish to thank the Almighty for the blessings showered on me for the
completion of my project.
xxxxxxxxxx
3
CONTENTS
1. Rise of Hospitality 5 - 22
3. Leela At a Glance 28
4. Departmentalization 29
6. Housekeeping Department 32 - 35
8. HR Department 40 - 42
9. Training Department 42 - 44
16. Spa 57
4
INTRODUCTION TO GLOBAL TOURISM INDUSTRY
A few points are worth noting about the definition of the word “Tourism”.
The WTO definition uses the word to mean all travel, for a number of
possible purposes of which leisure is only one. Business trips when one is
paid from the home country are included in this definition, however. Travel
once a year. Travel for medical, religious, and other purposes is also
included.
percent of the world GDP ($7-8 trillion) and 10 percent of the US GDP ($1.2
trillion dollars) in the year 2007. For many countries, such as the Bahamas
employment. About 240 million people worldwide are employed in travel and
tourism.
The U.N. World Tourism Organization states that tourism is one of the best
ways for poor countries to earn foreign currency. Tourism is the second
largest source of foreign dollars (after petroleum) for the world’s 40 poorest
5
bodies. The United Nations World Tourist Organization (UNWTO) serves as a
global forum for tourism policy issues. The UNWTO focuses on helping
tourism around the world, especially to locations that were once remote and
unreachable. There are actually some lead forces helping the industry to get
faster growth on the global scale. Some factors for the burgeoning growth of
A number of factors are responsible for the rapid growth and development of
the tourism industry in the Asia Pacific region. These include the strong
These factors are expected to accelerate the growth of tourism over the next
decade.
6
export oriented industries, stable currencies, diversification of the economy,
and massive injection of foreign capital. Billions of dollars are being poured
industry. This has intensified trade, investment, and travel throughout the
world.
2. Political Stability: In recent 60 years time, the World has become more
or less politically stable especially after the Second World War II. The
opening of national borders of all most all countries to both inbound and
With strong demand for travel, a number of countries have lifted travel
outbound travel.
travel by air has been on downward trajectory more and more people are
able to opt foreign tour trips. This also led to the growth of multinational
7
has resulted in the decline of prices. This actually proved to be beneficial for
travel industry. Developments in large and more fuel efficient aircraft such
as the Boeing 777, Boeing 747, and Airbus A340, Airbus A380 have lowered
operating costs, increased airline seat capacity, and raised the comfort and
safety of air travel. These aircraft facilitate travel over longer distances and
fly non-stop over trans-Atlantic and Pacific routes. Lower operating costs,
coupled with cheaper airfares, have reduced the cost of travel, thereby
making air travel the dominant mode of travel across oceans. Technological
boosting the industry; with the Internet becoming more and more popular
people either tourists or tourist service providers can reach each other
8
Tourism Industry during the recession and post recession
periods
the uncertainty around the H1N1 pandemic turned 2009 into one of the
• Europe ended 2009 down 6% after a very complicated first half (-10%).
9
• The Middle East: 6 % decline in the tourist arrivals in the first three
quarter of 2009. There was also a steep fall in the leisure spending of
particularly well.
Fund (IMF) has just recently stated that the global recovery is occurring
and the Americas are likely to recover at a more moderate pace. Growth is
expected to return to the Middle East while Africa will continue its positive
trend benefiting from the extra boost provided by the 2010 FIFA World Cup
in South Africa.
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TOURISM FROM INDIAN OUTLOOK
Tourism is the basic and most desirable human activity describing the
industry is closely linked with the tourism industry that it is responsible for
about 50% of the Foreign exchange earning from tourism trade and
enterprises. The rising volume of tourism influx brought into light, the
1. Location
11
The devaluation of the Asian currencies, the Mumabi Terror Attack and
followed by the global economic crisis had affected growth in the tourism
industry. The situation is gradually moving back to normal with the tourist
with the political and economic stability being more clearly visible, both
remaining part of the year. The Indian hotel business focuses largely on
foreign tourists with only 30% of the business coming from the domestic
The tourist arrivals in India are seasonal in nature, with the best season
being from September to January followed by a steep fall till May. The
viable rates being a major constraint. The gestation period is long and break
even normally takes five to eight years to happen. Due to this the
established players like Indian hotels, EIH Associated Hotels Limited, etc.,
12
The following table indicates the number of FTAs (Foreign Tourist
Arrivals in India.
January 283750 228150 274215 337345 385977 459489 532088 584765 435820
February 262306 227529 262692 331697 369844 439090 498806 560658 545230
March 248965 225558 218473 293185 352094 391009 444186 509926 425525
April 185338 155378 160941 223884 248416 309208 333945 369677 372840
May 151098 132998 141508 185502 225394 255008 267758 290785 215730
June 176716 143100 176324 223122 246970 278370 310104 344526 285160
_______
Total 2282738 2073025 2726214 3457477 3918610 4447167 4977193 2660337 4686464
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GROWTH DRIVERS OF INDIAN TOURISM
economic growth that has been witnessed in the country. India’s GDP has
now advancing at a pace of over GDP 8.5% per annum (excluding the last
one and half year from the mid of 2009). At 8.5% CAGR, India’s GDP would
Currently, India is the 12th largest economy in the world in absolute terms
20 years. It will eventually become the world’s 3rd or 4th largest economy by
2050. Despite the recent economic downturn, various industry sources still
peg the economic growth at over 6%. India’s strong economic growth has
caused the GDP per capita to increase rapidly over the past 5 to 10 years. At
the current rate, the GDP per capita in 2013 would be double of what it was
in 2003.
More and more families are expected to leave the deprived or aspirers
category (annual household income less than US$ 4200) and join India’s
spends would be going up and this bodes well for the tourism sector.
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2. Low-Cost Carriers: The tourism industry has been supported by the advent
have brought down the cost of travel and boosted the growth of domestic air
for the middle class. It is accounted for the increasing share of LCC from
33% to 47% between 2006 and 2008. The advent of LCC has spurred
travelers in the last decade. Operational airports in the country have gone
Airline tickets, tour packages are all set to go cheaper with the 2% reduction
in service tax. State-run oil companies have slashed Aviation Turbine Fuel
(ATF) prices by 7%, the 11th reduction since Sep last year.
The salient features of this package would be to cut airport charges for a
the charges which the airport operator charges from the oil companies,
With the Airports Authority of India (AAI) installing systems like Standard
Instrument Departure (SID) and Star Terminal Arrival Routes (STAR) for
the first time in India at the Mumbai airport, air travel within the country is
15
likely to become faster and more convenient. In addition, the new
‘Incredible India’ to promote Indian tourism globally. The first phase of the
agents in India. The campaign that focused on the Himalayas, wildlife, yoga,
and ayurveda, was widely promoted in the print media, television, and the
internet. The television campaign was telecasted on CNN, BBC, and other
over the last two years, over 600 projects in 300 tourist destinations have
assistance of US$ 1 Million and US$ 2 Million has been raised to US$ 5
has been trying to promote tourism and build awareness about India as a
arrivals in India.
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It is recorded that the inbound traffic was doubled to 10 Million visitors in
to promote India and to familiarize them with new tourism products, the
the government plans to lease out heritage monuments which would attract
India has originated as one of the most important hubs for medical tourism.
Many people from the developed countries come to India for the
providing the service for diagnosis and treatment. The industry has been in
the growth trajectory during the last one decade since the people going out
time. Considering the growth the current market size of the industry is
tapped industry for the countries like India – since they have the low cost
price advantage.
17
FTAs In India (In Millions)
0
97 98 99 00 01 02 03 04 05 06 07 08 09 10
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ORIGIN OF HOTEL INDUSTRY:
The concept of hotels is rather old. It takes back to 6 century. B.C where ventures
of husbands and wives of that age introduced the concept of hotels on a small-
scale basis. These units were called ‘inn’. Here the wife and the daughter looked
after the food and entertainment of the guest while the husbands did the financial
and running about jobs. Huge hall was provided to the traveler where he could
make his own bed and rest. Inns prevailed for a few hundred years. The change in
this industry began to occur when industrial revolution took place in England and
gave birth to new ideas, in the advent of Inn keeping, more so the development in
means of communication systems gave this industry a boost. Starting with the
invention of steams engines and ships to the railways and the airways.
People began to feel the need to travel and have a better social life. Clientele from
Business trips and political trips was also on an increase. These causes increased
the need and demand of hotels. The lead in hotel keeping was taken by the
emerging nations of Europe, especially Switzerland. The birth of the hotel industry
actually took place in England. The first hotel was built in 1794, in New York, and
was called the City Hotel. This lead to specialization in the hotel section and some
of the finest hotels were built in this era. In the 20th century this industry rose to
incredible highs and led to the establishment of some of the world’s finest chains
of hotels. The pioneer in popularizing the hotel operation was Mr.E.M. Statler.
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THE HISTORY AND DEVELOPMENT OF THE INDIAN HOTEL
INDUSTRY
Though India is a late comer in the modern tourism and hotel industry, the
concept of travel and halting facilities on the way is not all together a new idea for
Indians. Even in the 16th and 17 centuries there existed innumerable number of
dharmashalas, sarais (inns) and taverns in India. The credit for introducing
modern hotels in India goes to the British. They launched hotel projects in India
for their own use, until about 80 to 90 years ago, except the Taj Mahal in Bombay.
Residential hotels of the western type are of recent origin in India. Pallonjee
Pertonjee opened the British hotel; the first western type hotel in 1840 in Bombay,
the twentieth century saw several development in the Indian Hotel Industry.
The Hotel Industry comprises a major part of the Tourism industry. Historically
(directly employing around 0.15 million people), and indirectly facilitates tourism
and commerce.
Prior to the 1980s, the Indian hotel industry was a slow-growing industry,
Asiad, held in New Delhi in 1982, and the subsequent partial liberalization of the
20
accruing to the hotel and tourism sector, in terms of improved demand patterns.
Growth in demand for hotels was particularly high during the early 1990s
following the initiatives taken to liberalize the Indian economy in FY1991, as per
the early1990s prompted major chains, new entrants and international chains to
However, most of these efforts were directed towards the business travelers and
foreign clientele.
In recent years, the hotels sector has grown at a faster rate than GDP. As a result,
the share of hotels & restaurants in GDP at current prices has increased from
the GDP from hotels and restaurants has increased from Rs. 222.65 billion in
FY2000 to Rs. 335.49 billion in FY2005. As a result, the share of hotels and
restaurants in total GDP at constant prices has increased from 1.24per cent in
21
SOME OF THE LEADING 5 STAR HOTEL IN INDIA
5. Palace Hotels
7. ITC Group
8. Holiday Inn
9. Hyatt Regency
22
Overview:
Background:
true visionary. In the case of Leela Group the man is Captain C.P. Krishnan Nair.
received his early education at the local Raja’s High School and Govt. Muslim
College, Madras. During 1940-42, he had a brief stint as a freedom fighter and
later on as a Civilian Officer for two years. He resigned from his job in the Army to
work for the familiarization of his native handloom weavers in North Malabar. He
took up the cause of handloom Weavers Association and was responsible for the
pioneered the marketing of “Bleeding Madras” and the “Gauz Fabric” which
became a fashion runs away in the international markets of U.S.A. Europe and
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Japan in the 60’ and 70’s.He later set up a unit to produce cotton laces in India
with Scottish collaboration. “The Leela lace’ is now the premier export house of the
country.
In the early 70’s, the company launched its ready-made garments unit and is
today, India’s premier export house. Since the 80’s, the client list of Leela Lace
reads like the veritable who’s who of the American fashion industry : The Gap, Liz
Walmart…..
Mr. Dinesh Nair, the present Managing Director of Leela Lace Ltd., took over from
his father Capt. C.P. Krishnan Nair, in the early 80’s. After consolidating the
company’s position, he shifted his focus to the American woven sportswear market
with a continuous emphasis on fast turnaround and big volumes. Rapid growth
has been the result, and has made Leela Lace the largest garment exporter from
Today Leela Lace has 20 factories with state of the art equipment – 10 in
million. It is Leela Lace Ltd., the parent company, which is the promoter of Hotel
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HOTEL LEELA VENTURE LTD.
Capt. Krishnan Nair served in the Indian National Army under Netaji Subhash
involved visits to Frankfurt, Cologne, Munich and Hamburg. Here he realized the
need for a luxury hotel chain in India that could measure up to international
Leela.
Incorporated in 1981 to set up and operate 5-star hotels, Hotel Leela Venture
entered into a collaboration with Penta Hotels, UK, which was subsequently
agreement with Penta Hotels Ltd (Penta) for a period of 10 years for sales,
The company set up its first 5-star deluxe hotel, Leela Penta, in Bombay in 1986.
It was renamed Leela Kempinski in 1988, following the change in its marketing
The hotel entered into a marketing alliance with Germany’s Kempinski group,
flourish and a flurry of projects has come up across the land. Second in line was
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the Leela Goa, followed by the Leela Palace in Bangalore and the Leela Beach
Kempinski Goa are two of the best hotels in India, and have also won considerable
international acclaim.
palace hotel in the garden city of Bangalore. The Leela Palace Kempinski
Bangalore is built in art deco style recreating the grandeur of The Mysore
is a palace with the heart of a modern hotel. Its 254 rooms are opulently furnished
and are befitting royalty. The newest addition The Leela Kovalam is Kerala’s
largest resort, built on a rock face cradled between two wide sweeping beaches
New projects will be commissioned at Gurgaon, Udaipur and Chennai this year.
Other new properties have been planned for New Delhi, Jaipur, Agra, Hyderabad
Achieving these levels of excellence has been the result of a three pronged
business strategy, best described in the words of Capt. Nair. Fundamental to our
the cultural heritage of India. Lastly, we operate on the basis of world class
26
LEELA AT A GLANCE
Leela Kempinski-Goa,
Leela Kempinski-Mumbai,
Leela Kempinski-Gurgaon,
There are more than 10 different departments are functioning in the traditional
and executive levels at the management of the hotel. These departments have
The reason why hotels are usually organized into functional blocks, with
27
department is actively engrossed. In most scenarios a hotel industry is divided up
into 5 different departments such as rooms, Food and Beverages (usually this
department is called as by its short form as F&B), accounting, sales and Human
Resource/HR. Each of these departments has their own heads of the operations
and they should have to report directly to the General Manager of the hotel
units. These sub-divisions represent refinement of the work performed and the
As organizations grow large in respect of its size and operations it carries out most
preparation and food servicing as separate entities. Since preparing food and
serving it to the guest are usually of two different arts; both the processes are
done through different and separate works. Thus forming departments along
Department while the division involved in the art of serving the prepared food to
Department.
food items. It basically engaged in preparing those dish, which are ordered by the
28
guest and afterwards is catered by the F&B department. Cuisine like Indian,
Continental, Thai, Italian, Konkani (Coastal Sea Food), South Indian, Chinese,
Mexican, etc. Different Chefs are appointed for the specialty cuisine. Marketing a
Food Servicing Department: - Food service deals with the process of the delivery
of the prepared food items onto the end customers who ordered it. Service
department should also lay special emphasis on the importance of getting the
Food & Beverages Department: - F & B deals mainly with food and beverage
service allied activities. Different divisions are there in F & B like Restaurants,
Specialty Restaurants, Coffee Shop (24 hrs.), Bar, Banquets, Room service etc.
Apart from that they have Utility services (Cleaning). A food and beverage
manager. A Food and Beverage Manager in a hotel should always by ready too
undertake a variety tasks each and every day. Some of the main important
a) Provide the highest quality in food, beverage and service in all the food and
b) Provide all guests with the highest quality of food and beverage experience by
working as a team with all the food and beverage outlets ensuring prompt,
29
courteous, and professional services resulting in increasing employee morale
c) Maintain existing programs and develop new programs ensuring the highest
quality of food, beverage and service offered. Arrange daily talks with staff and
d) Maintain a high quality hotel image through effective house keeping and
e) Meet all the needs and the expectations of the guest by ensuring proper service
standards, providing quality food and beverages, and managing all aspects of
h) Seek profitability in all the F&B outlets by decreasing the operational costs and
30
The following chart represents the hierarchical structure of the division of
F&B department in a 5-star hotel.
F & B MANAGER
ASSISTANT F & B
MANAGER
hotel’s guest rooms and public areas. Housekeeping department usually has the
inspectors, a house person crew, linen room attendants and personnel in charge
of employee uniforms. They may also have their own laundry and valet service.
Hotels with laundry and valet equipment may use it only for the hotel uniforms
31
and linens and send guest clothing to an outside service where it can be handled
the guest rooms and the entire public area within the hotel are neat and clean all
the time. But the cleaning duty of the kitchen area is done by Kitchen steward.
Cleaning of the lawn area of the hotel is also set apart from the housekeeping
department while the same is carried out by the gardening division of the hotel.
The person who is made in charge of the entire operations being performed in this
responsible for the total cleanliness and the, maintenance and the aesthetic
upkeep of the hotel. This end is achieved with the resources made available to
his/her of manpower, materials, machines, money, space and time. The position
positions in the hotels since it carries tremendous responsibility for the proper
cleanliness and the aesthetic fabric of facilities in order that they are sanitary,
desirable and in saleable condition. The good Housekeeper, because of the need to
co=operate with many other department heads, must posses a high degree of tact
He/She manages the resources given by the executive housekeeper to achieve the
32
period of time. Assistant Housekeeper’s accountability normally ends with the
personable individual who knows his/her employees well, and is, above all, able to
since the supervisors are actually representatives of the Executive House keeper
House keeping draws special mention since a hotel survives on the sale of rooms,
food and beverage and other minor operating services such as laundry, spa, clubs
etc. Of these, the sale of rooms constitutes a minimum of 50 %. In other words the
largest margin of profit comes from room sales because a room, once made, can be
sold over and over again. A good hotel operation ensures optimum room sales to
being in maximum profit. The room sale is dependant on, apart from several other
things, the quality of the room décor, room facilities, and cleanliness of the room
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The following chart shows the hierarchy of the housekeeping department
in the hotel:
RUNNER
Front Office Department: - The front office is the command post for
and checking out guests. Front desk agents also handle the distribution of
guestroom keys and mail, messages or other information for guests. The most
visible part of the front office area is of course the front desk. The front desk can
be a counter or, in some luxury hotels, an actual desk where a guest can sit down
and register.
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The Front Office may be regarded as the show window of the hotel and hence
must be well designed in the first place and maintained in a well organized and
orderly manner. Regardless of how a hotel is organized into, the front office is
always an essential focal point. Front Office is the name given to all the functional
units of a hotel which are situated in the front portion of the hotel, that is, the
lobby – is the place where the guests are received, provided information on the
products and services offered in the hotel, the luggage of the guests are handled,
the accounts of the guest are settled at their departure, and the guest’s problems,
The front desk is the link between the guest and the hotel and represents the
hotel to the guest. And is a liaison between the hotel management and the
coordination of all the guest services. It serves as a main channel of both way
communications i.e. from hotel to the guest and guest to the hotel.
house. This front-of-the house term includes those portions of the hotel with
which the guests come in direct contact with during the period of their stay in the
hotel, such as building exterior, lobby, front desk, guest rooms, function rooms
etc.
The person who is regarded as the head of the operation of the front-office desk is
the Front-Office Manger. The nature of the front office job is such that he is
almost always crowded with various jobs. He should be able to match job needs to
time available for effective and efficient performance. Another responsibility of the
35
front office manager is making daily plan of action by outlining work for the next
day at the end of each day. It includes listing all activities for the next day under
ABC category as per the urgency and importance of the job. It is also important to
The assistant front-office manager’s main duty is aiding the front office manager
information and reservation clerks with their supervisors. The AM-front office
should also be adept in dealing with problems arising from guest’s complaints and
reservation and room assignment activities. He should also be responsible for any
Another important position at the front desk of the hotel is done by the reception
impersonal hotel building in to a friendly and homely place and his unfriendly,
unpleasant and uncomfortable stay. If the front office is the hub of the hotel then
the receptionist can be aptly called as the person ‘who keeps the hotel world
moving’. The reception assistant should be well informed of daily room availability
status, and also he should have detailed information regarding arrivals, their room
department of the hotel since the hotel’s good image can be maintained among the
36
guests only if all the needs of the guests are taken care of, especially the guest’s
telephone, by e-mail, fax etc. He should make proper updating in the reservation
register and records in order to have updated inventory of room availability. The
intelligently and accurately. To keep the availability status chart updated. Check
out reservation stationary and keep a satisfactory par stock of the same. Type out
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The following chart shows in detail the common hierarchy of the
EAM ROOMS
DUTY MANAGER
DUTY MANAGER TRANSPORT SUPERVISOR IT EXECUTIVE.
SUPERVISOR
GUEST SERVICE
ASSOCIATE HEALTH CLUB SUPERVISOR
AIRPORT REP.
‘resources for human – wi8thin the workplace’. Its main objective is to meet the
organizational needs of the company it represents and the needs of the people
hired by that company for running its operations. Every organisation needs its
cannot operate without being involved in some kind of transactions with the
38
department is responsibly for all activities concerning to the employees of an
organisation.
the organisation and its employees. On the basis of the size of the company the
Personnel Manager. For larger and more complex organizations with hundreds of
vacant post in the organisation, the HR department of the company will call for
application for the specific post from the eligible candidates by way of advertising
also come under the prerogative of the HR department. This covers salaries,
bonuses, vacation pay, sick leave pay, Workers' Compensation, and insurance
39
responsible for developing and administering a benefits compensation system that
serves as an incentive to ensure the recruitment and keep hold of of top talent
With the increased rise in unethical practices and misbehaviors taking place in
today's workplace such as age, gender, race, and religion discrimination and
know they have a place to turn when a supervisor abuses his or her authority in
anyway.
established to ensure order in the workplace. These policies and procedures are
of them. Similarly, these policies and procedural guidelines will assist hiring
All new recruits to the Hotel Leela Kempinski-Kovalam beach hotel are
(Brand Leela Service Organisation Module). All employees at the hotel are
mandatorily required to abide by the services standards set forth by the Leela
40
Group of Companies. This set of services standards is known as BLISS (Brand
HR Head
Assistant HR Manager
HR Executive HR Co-coordinator
new recruits to the hotel to such a level where they can deliver their maximum to
All the activities undertaken in this department is guided and supervised by the
new recruits inducted into the existing workforce of the company. The spectrum of
the training manager’s responsibility also includes making each new recruit aware
41
In short, it is the function of the training manager to make the new workforce of
the company learned of what is exactly expected of them, and on what degree.
Training is usually given to the employees on the following grounds as and when
it demands.
improvement effort
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Employee training programs provide focused training to a number of employees
employees can attend more generic programs, e.g., at a local university, college or
training center. Programs are conducted for a variety of topics, e.g., training about
The Club: - It is built to showcase the vision of a “hotel within a hotel”; The
Club at every Leela Palaces, Hotels and Resorts property is actually the epitome of
a luxury hotel within a luxury hotel. And the Leela Kempinski Kovalam Beach,
The Club offers many exclusive delights to its guests. In fact, the guests so close
to the restless Arabian Sea that the pounding of the waves on the rocks below acts
Guests at The Club also enjoy services like in-room entertainment, a minibar, a
writing desk overlooking the sea, airport transfers and high tea in the lounge, to
mention a few services. The guests can also avail a24 hour butler to help them
with packing, food and drink of their choice and travel and ticketing
arrangements.
All the operations of the club are handled and guided by the Club Manager who is
responsible for all the customer relations affairs within the club. In fact the guests
in the club have to experience more luxury in terms of amenities and facilities
43
offered. They have everything (clubs, pubs, restaurants, spa etc) as separate for
themselves, means that those facilities within the club can only be availed by the
club-inmates. Those staying outside of the club cannot use those within the club.
That is why the club concept at Leela Hotels is defined as a ‘Hotel within the
Hotel’.
A. Arrival and departure transfers from the Airport by luxury Nissan X Trail
Cars.
time. Each room features state of the art LCD flat screen television, DVD
player (with choice of movies and music), wireless internet access, twin
44
L. Stunning sea rimmed infinity swimming pool.
the many business transactions that occur in the hotel. The accounting
department does more tan simply keep the books. Financial management is
Whereas the control department is concerned with cost control guidelines by way
In most hotels the person in charge of the finance department of the hotel is called
Controller/Manager ranks among the top two or three decision makers in the
hotel hierarchy. No organisation can survive without a very strong financial vigor.
forecasting gives owners a projected level of sales, while budget alert owners and
shortfalls in revenues. Used together, forecast and budgets can provide a bench-
45
mark for sales intensive programs, executive-compensation bonuses, incentive
management and staff functions. This includes extensive contact with our
responsible for accounting, payroll, budgets and cash flow management. The
46
The following shown chart is the common hierarchy of the positions in the
Finance Department in 5 star hotels. But it cannot be guaranteed that the same
structure is followed by all the 5 star hotels. It may depend upon the size and the
PURCHASIN
GENERAL ACCOUNTING G MANAGER
LEDGER SUPERVISOR
the things that the property will do to select a target market and stimulate
or alter that market demand for the property services. It consists with
Sales consist of direct efforts to sell the property by personal sales, calls,
47
Marketing and sales division can be varied with the size, type, and budget of
the hotel to hotel. Small hotel only have one person who is handling all the
sales activities related to the hotel business. But large hotel have organized
actively in this area for and basic reason. First sales and their development
is a long-range activity of the hotel and the second sales policy of the hotel
interwoven with the image of the hotel has in the eyes of public and GM
wishes to enhance that images. This department may have Sales. Manager
who assists the GM on sales calls. The GM and Sales Manager prepare a
budget for the year sale of rooms and the conference hall. They try and
achieve the budget by the end of the year. This is done with a lot of planning
and research. This would be achieved by a contract with one or more travel
agents in and outside the town. And for selling the conference hall the sales
The main function of this department is to increase the sales volumes of the
clubs, restaurants, spa etc. Usually the tools adopted by the department to
make the guests accustomed to different services and offerings in the hotels
48
are as by (1) Correspondence (2) Personal contact (3) mailings (4) Fax etc.
49
HIERARCHY OF SALES & MARKETING
Head of sales
difficult task, managing the entire procurement process (for such a unit) is
even more so. The purchase department handles the task of procurement
yet all departments play a crucial role in it. That said technology ensures
50
judgment. However technology is now making the processes related to other
responsible for the procurement of all the perishable commodities from the
beverages are brought from Delhi or Chennai. While the common ones are
time of working hours for the purchase departments is from 9AM TO 5 PM.
General Manager
Purchase Manager
Purchase Executive
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Engineering Department: - The energy crisis throughout the world has
department provides on the day-to-day basis the utility services, electricity, hot
water, steams, air-conditioning and other services and is responsible for repair
and maintenance of the equipment, furniture and fixtures in the hotel. The
and helping to maintain the profit level of the hotel. The cleaning, up-keep, repair,
service that meets the needs of individual departments and the needs of guests.
other building system functions for which the engineering department may be
such as the supplier, the engineering department nonetheless is the first line of
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In most modern hotels, the installation and service of elevator systems is generally
the province of the elevator manufacturer, and hotels typically have extended
however, closely monitor the operation of the elevator systems. In modern high-
rise hotels with high speed elevator service, the slightest problem with that service
CHIEF ENGINEERING
DUTY ENGINEER
ENGINEERING SECRETARY
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Security Department: - The security of guests, employees, personal property
and the hotel itself is an overriding concern for today’s hoteliers. In the past, most
security precautions concentrated on the prevention of theft from guests and the
hotel. However, today such violent crimes as murder and rape have become a
problem for some hotels. Unfortunately, crime rates in most major’s cities are
The main position in the security department is of the Assistant Security Manager.
The department includes the fire and safety officer and the duty guards. The
and protection to the guest. The latter is more important for the security
In the hotel there are two variants of security staff working round the clock in
different shifts. First is the direct security staff of the Leela hotel working in three
different shift of 8 hour duration. Second is the temporary staff from a security
Considering flawless security to the guests, all the guest rooms of the hotel are
installed with spring glass and smoke detectors and automatic alarm system.
There is a central security office working inside the hotel with all the modern fire
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fighting equipments such as fire extinguishers, dry powder, and other fire dousing
facilities.
As a part of the security provision both to the hotel’s property and the guests the
entire geographical area of the hotel is divided in to 3 portions such as Beach View
Point, Tide point and the Club – these three points are all together known as the
‘assembly point’ . The most common methods adopted by the fire and safety wing
of the hotel (it came under the security department) are liquid carbon dioxide, dry
powder etc. The security control post of the hotel will be functioning on 24 x 7
with office secretary, night and day supervisor, and security officer.
The security setup at the hotel is faultless since the hotel cannot compromise on
the safety of its valuable guests. All the activities of the security department is
controlled and supervised by the main security officer. He is also responsible for
conducting training programmes on security and fire fighting to the security staff
of the hotel.
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The following chart shows the division of positions in the security
department.
CHIEF SECURITY
SUPERVISOR SECURITY
Abhyanga - the ayurvedic oil bath and massage, as well as specially formulated
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Spa Manager is the person in charge of the entire operation at the spa center of
the Leela Kovalam hotel. For ayuvedic treatments and therapies to the guest the
as Soft Touch. All the services to the guest in Spa are extra-paid services. The
most common services provided in the centre are massages and yoga treatments.
the performance of the department. The scheduled working hours of the Spa is 7
am – 10 pm, with 2 different shifts one starts from 7 am in the morning till 4 pm
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