INTRODUCTION

According to the British laws a hotel is a place where a

“bonafied” traveler can receive food and shelter provided he
is in a position to for it and is in a fit condition to receive.
Hotels have a very long history, but not as we know today,
way back in the 6th century BC when the first inn in and
around the city of London began to develop.
The first catered to travelers and provided them with a mere
roof to stay under. This condition of the inns prevailed for a long
time, until the industrial revolution in England, which brought
about new ideas and progress in the business at inn keeping.
The invention of the steam engine made traveling even
more
prominent. Which had to more and more people traveling not
only for business but also for leisure reasons. This lead to the
actual development of the hotel industry as we know it today.

Hotel today not only cater to the basic needs of the guest
like food and shelter provide much more than that, like
personalized services etc.
 I. INDUSTRY PROFILE

HOSPITALITY AND TOURISM INDUSTRY

The Indian hospitality industry has emerged as one of the key industries
driving growth of the services sector in India. It has evolved into an industry
that is sensitive to the desires and needs of people.

The fortunes of the hospitality industry have always been linked to the
prospects of the tourism industry and tourism is the foremost demand driver
of the industry. The Indian hospitality industry has recorded healthy growth
fuelled by robust inflow of foreign tourists as well as increased tourist
movement within the country and it hasbecome one of the leading players in
the global industry.

Foreign tourist arrivals (FTAs) into the country increased steadily from 2002
to 2008. FTAs dipped in 2009, due to the global economic slowdown;
however, the impact on the Indian industry was much lower than that on the
global counterparts. FTAs were expected to increase in 2020 but with the
global covid-19 pendamic a decline was seen. On the other hand, domestic
tourist movement within the country was the highest in 2015.
 Major Hotel Industry Characteristics

 Labour intensive

Quality of manpower is important in the hospitality industry. The

industry provides employment to skilled, semi-skilled, and unskilled
labour directly and indirectly. In India, the average employee-to-room
ratio at 1.6 (2018-19), is much higher than that for hotels across the
world. The ratio stands at 1.7 for five-star hotels and at 1.9 and 1.6
for the four-star and three- star categories respectively. Hotel
owners in India tend to “over -spec” their hotels, leading to higher
manpower requirement.

High Seasonality

The Indian hotel industry normally experiences high demand

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

The Ministry of Tourism has formulated a voluntary scheme for classification

of operational hotels into different categories, to provide contemporary
standards of facilities and services at hotels. Based on the approval from the
Ministry of Tourism, hotels in India can divided into two categories:

1. Classified Hotels
2. Unclassified Hotels

1. Classified hotels

Hotels are classified based on the number of facilities and services provided
by them. Hotels classified under the Ministry of Tourism enjoy different kinds
of

benefits such as tax incentives, interest subsidies, and import benefits. Due to
lengthy and complex processes for such classification, a significant portion
of the hotels in India still remain unclassified. The Ministry of Tourism
classifies hotels as follows:

 Star category hotels

 Heritage hotels
 Licensed units

 Star category hotels

Within this category, hotels are classified as five-star deluxe, five-star, four-
star, three-star, two-star and one-star.

 Heritage hotels

These hotels operate from forts, palaces, castles, jungles, river lodges and
heritage buildings. The categories within heritage classification include heritag
e grand, heritageclassic and heritage basic.
  Licensed units

Hotels/establishments, which have acquired approval/license from the Ministry

of Tourism to provide boarding and lodging facilities and are not classified as
heritage or star hotels, fall in this category. These include government-
approved service apartments, timesharing resorts, and bed and breakfast
establishments.

 Branded players

This segment mainly represents the branded budget hotels in the country,
which bridge the gap between expensive luxury hotels and inexpensive lodges
across the country. Budget hotels are reasonably priced and offer limited
luxury and decent services. Increased demand and healthy occupancy have
fuelled growth of budget hotels. These hotels use various cost control
measures toaintain lower average room rates without compromising on service
quality. Ginger Hotels, ITC Fortune, Hometel, and Ibis are some of the popular
budget hotels.

 Other smaller players

These are small hotels, motels and lodges that are spread across the country.
This segment is highly unorganized and low prices are their unique selling
Marketing strategies

Marketing strategies in the hospitality industry have changed drastically over

the past decade. A decade back, the brand name of the hotel was a major
driver. However, with the arrival of well educated and experienced travelers,
hotel companies have had to change/realign their marketing strategies.
Today, hotel companies marketing strategies are differentiation, consistency,
customer satisfaction, delivery of brand promises, and customer retention.
Development and use of technology have also changed the way hotel
companies operate, creating the need for online marketing. Travelers
increasingly conduct basic research on the Internet. Blogs, networking sites,
and travel sites are therefore being used for making choices and the
information provided tends to influence opinions and choices. Several travel
portals have emerged in recent times and travelers are increasingly using
these portals to make hotel reservations.

Opportunities

The prospects for the hotel industry in India are bright. With revival in the
global economy, international tourist inflow into the country is expected to
rise.
Additionally, hosting of international sports events and trade fairs and
exhibitions in the country are expected to aid both inflow of international
tourists and domestic tourist movement. The upcoming industrial parks,
manufacturing facilities and ports across the country provide a good
opportunity for budget and mid-market hotels. Although around 89,500
additional rooms are expected to come up in India in the next five years,
the supply of branded/quality rooms in India is much lower compared to
other countries across the globe.
 Hotel Structure

.
 COMPANY PROFILE

Xperience India Hotels & Resorts" is one of the leading hotel Management and
Marketing company in the Northern India travel & tourism trade. Established
by a team of industry's young and energetic entrepreneur having a significant
experience in the sales & marketing of hospitality products.
At, present, company is functioning as sales & marketing offices for nineteen
properties. Property portfolio is a mix of finest resorts & hotels. Company's
target is to do branding, marketing and promotion exercises in best possible
manner for its client properties among the right customer cluster, ie. tour
operators & corporates as well as overseas clients / Inbound Market) with the
objective of, to increase sales of the rooms revenue as well as establishing
desired brand positioning among the present and prospective customer base.
While, promoting these properties, we also ensure to promote the destination,
as being experienced tourism professional we understand the importance of
the destination marketing in context of any tourism or hospitality product
within the territory of that destination.

Company Strategy

 Purpose: To be a leader in the industry by providing enhanced services,

relationship and profitability.
 Vision: To provide quality services that exceeds the expectations of our
esteemed customers.
 Mission Statement: To build long term relationships with our customers
and clients and provide exceptional customer services by pursuing
business through innovation and advanced technology.
 Core values: *We believe in treating our customers with respect and
faith.
*We grow through creativity, invention and innovation. * We
integrate honesty, integrity and business ethics into all aspects of
our business
Company Information and Contact Details
 Business Name: XPERIENCE INDIA HOTELS AND RESORTS
 Business Address: F-210 D, 2nd floor, Old M B Road, Lado Sarai,
New Delhi,110030
 Phone: +91 9871140305

 Total number of Employees: 25

 Number of Employees at Head Office:
05

Their Services Include:

 Sales and marketing

 Midsize hotel & resort preopening management
solutions
 Facilities & service inspection:
 Training & development
 Effective communication and coordination
 Front office
 Food & beverage service
  Housekeeping
 Staff recruitment & talent sourcing
 Kitchen planning
 Menu planning
 Xpress Foods – A fast food venture managed and marketed by
Xperience India.
 Managing corporate dining facilities.

ACCOMODATION

Hotel Abirami Residency offers 36 well-appointed guest rooms including 04

Standard Rooms, 28 Deluxe Rooms and 04 Premium Suite rooms. The Suites
have the soaring view of the magnificent Western Hills. The interiors of the
rooms have been aesthetically done in a contemporary style décor and come
equipped with an excellent range of amenities required by the modern day
traveler.

IN-ROOM FACILITIES
*24-hour room service *Satellite LED TV *Hi-speed WI-Fi internet
connectivity *Tea/coffee maker *Private bathroom with free toiletries.

FEATURES
*Complimentary Breakfast Sightseeing * Hi-speed Wi-Fi internet
connectivity in Public area *Business Center *Free Parking *Laundry
service for a charge *Travel
Training & Development Objectives :
The principal objective of training and development is to make sure the
availability of skilled and willing workforce to an organization. In addition
to that, there are other objectives: Individual, Organizational, Functional
and Social.

Individual objectives help employees in achieving their professional skills

to enhance contribution to an organization.
Organizational objectives as s is t the organization with its
primary objective by bringing individual effectiveness.
Functional objectives help maintain department’s contribution at a level
acceptable to the organizational needs.
Social objectives ensure that an organization is ethically and socially
responsible to the needs and challenges of the society.

IV . ORGANISATION STRUCTURE

Organizing, the process of structuring human and physical resources in

order to accomplish organizational objectives, involves dividing tasks into j
obs, specifying the appropriate department for each job, deter-mining the
optimum number of jobs in each department, and dele-gating authority within
and among departments. One of the most critical challenges facing lodging
managers today is the development of a responsive organizational structure
that is committed to quality.
1.The framework of jobs and departments that make up any
organization must be directed toward achieving the organization’s objectives.
In other words, the structure of a lodging business must be consistent with its
strategy.
2.Managers give structure to a hotel and lodging through job
specialization, organization, and establishment of patterns of authority and
span of control.

V. VARIOUS DEPARTMENTS
Here are various departments of a hotel which help in the smooth and
efficient
operation of the hotel. First four departments are the core and important
department in the hotel, which are directly responsible for day to day
operations.

The major four departments of hotels are:

1. Housekeeping Department
2. Food and Beverage Service Department
3. Food Production or Kitchen Department
4. Front Office Department
These four departments are the operational departments of the hotel. But not
only operational department but secondary department also plays a significant
role to ensure general administration of hotel and they are:
1. Sales and marketing
 1. Personal and human
resources
2. Account and finance
3. Security and engineering
4. Purchase and store

I. CORE DEPARTMENTS:

1. House Keeping Department

The housekeeping department is responsible for management of guest rooms
and the cleanliness of all public areas of the hotel. A close liaison between
housekeeping and front office is essential so that the information about
guest- rooms is kept up to date. In simple words, Housekeeping means up-
keeping the house.

Housekeeping department is responsible for the following

 Cleaning and up keeping of hotel rooms
 Cleaning of public areas.
 Laundering of guest linen.
 Issuing and receiving of staffs inform on clean to dirty basis.
 Issuing and collecting of linens from various outlets.
 Cleaning of banquets, halls and other food and beverage outlets.
 Placing of various VIPs amenities, etc. in the VIP guest room.
 Co- ordination with the other department of the hotel.
 Maintenance of the gardens.
 Cleanliness and maintenance of swimming pool.
 Implementation of pest control activities in all areas of the hotel.
department of the hotel. It renders the services of prepared food items,
beverages, and tobacco in a hospitable way to the customer as per their
demand. The food and beverage department put forward the world class
service of food and drink. The services that food and beverages provide may
be a coffee shop, bars, lounges, specialty restaurants, banqueting, and room
service etc.
2 Food Production / Kitchen Department

A kitchen is a well designed closed area with skillful chefs and all necessary
equipment, tools and utensils liable for preparing food items as per guest
orders followed by standard recipes. It is a skilled food production team which
prepares food items as per the guest orders. It prepares food according to
the menu and there are two types of menu. They are as follows'
A` la carte menu (it is a choice menu where food and beverages are
individually priced)
Table d'hôte (it is a fixed menu where the price of food and beverages are
taken at once)
Stewarding Department:
This is a part of Kitchen Department and Housekeeping Department. This
department controls cleanliness of the hotels by handle washing, polishing
and cleaning of the cutleries and utensils.

3 FRONT OFFICE:

The main function of the department is:

· To allot the room to the guest, called as check-in.
· To maintain the room records for reservation and allocation.
 · To collect the room charges and other miscellaneous charges for
various services used by guest during his/her stay at the hotel, at the
time of departure of guest.
· To take advance booking for rooms.
· To handle the phone calls of hotel.

Different section of Front office:

Front Desk
· Reception: this section used for check-in process of the guest.

· Information: this section is used for providing various

information to in-house guest.
· Cashier desk: this section is used for checkout process of the
guest.

· Guest relation desk: this section is used for collecting

guest feedback and maintenance of guest history.
· Bell desk: this section is used for assistance of guest
during check- in and checkout process.
· Travel desk: this section is used for assistance of guest for
arranging vehicles for guest movements and for making train/
airplane reservation.

Given below are the few checklists followed in Front Office Dept. :
Back Office
· Reservation desk: this section is used for taking booking for
rooms.

· Telephone operator: this section is used for attending

all phone calls land up in the hotel or for providing trunk dial facility
to guest.
· Business center: this section is used for secretarial job of guest.

II. ANCILLARY DEPARTMENTS

a.Account and finance

Accounting is responsible for monitoring of all the financial activities of the
hotel. Such accounting activities may include cash receipts and banking, the
processing of payrolls, accumulating, operating data and the preparation of
internal reports and financial statements because of the importance of
financial data and statistics.
b. Personal and human resources
Personal and human resources department is responsible for the hiring,
training, and development of hotel staffs. In addition to this, this department is
responsible for the welfare and, collective bargaining, and industrial relations.
In recent years, this division has gained in importance because of the need to
contend with legislation, labor shortages, and the growing pressure of
competition. Hotels now days tends to put more effort in training and
development programmers to enhance the technical and conceptual
knowledge in the staff.
c. Purchase and Stores
The hotel is a commercial endeavor, where we purchase raw materials, give
finishing and sell at high prices. As a service industry, hotel purchases raw
materials to support the service procedures. Purchase department plays an
important role while purchasing all requirement of a hotel. From a sewing kit
to a large purchase it is a job of a purchasing department to facilitate the
procedures. Purchase manager is the in charge of this department. In recent
developments, this position is substituted by another position known to be
Material Manager who looks after all purchasing and storing activities.

d. Sales and Marketing

Who markets the hotel products is sales and marketing department. The sales
and marketing department is responsible for generating new business for the
hotel. This could be the sales of rooms, functions, conventions, or even
restaurants or bar. It also handles the advertising of the hotel as well sales
promotions and publicity and often takes on the role of public relation.
e. Engineering Department
They are often responsible for the management of services and processes
that support the core business. They ensure the safety of all the staff and
guests within the boundaries of the establishment, and they are also
responsible for improving energy efficiencies and reducing operating costs.
They protect the integrity of the building through maintenance of: Building
structures (including walls, ceilings and floors); A/C, heating and cooling
plants; water and sewage facilities ; furniture, fixtures and
equipment; electricity; alarms ; s pace management;
procurement and so much more. It’s a huge responsibility for any hotel, and
having the right team in place ensures that things run smoothly. In some
cases, maintenance departments will outsource certain functions to third-
party specialists or experts; however, it is still the role of the Maintenance
Manager to oversee the operations of third-party suppliers.
Hotels are becoming more eco-friendly and this is being driven by
maintenance departments who are seeking more energy efficient procedures
and equipment, as well as best practices. Because many of the energy saving
resources need to be altered or installed by maintenance teams, they are
coming up with new and innovative ways to reduce costs and improve
efficiencies every year.

f. Security
Security is mainly responsible for the safety and security of the hotel guests,
visitors, and hotel employees. This may include patrolling the hotel premises,
monitoring equipment, and in general, ensuring the security of guest, visitors,
employees and their securities. Engineering is responsible for the
maintenance and the operation of all machinery and equipment (including
heating, air- conditioning, and lighting.)
Given below are the few checklists followed in Housekeeping Dept.
:
HK Checklist - Inroom Date:
Hotel Abirami residency
Room
No
S.no Room Status
Room
Fresh Linen(Bed sheet and Duvet
1 cover)
2 Fresh Pillow Cover
3 Minimum 2 pillow
4 Clean Side Table ,chair and Table
5 Clean Window frame and glass
6 Clean Television and telephone
7 Clean and Working Kettle
8 No stain or smell in the kettle
9 Sealed Waterbottle
10 4 Sugar,2tea,2 coffee and 2 creamer
11 Clean Crockeries(2glass,2cup)
Clean Beverage Tray and
12 Consumable Tray
13 Working Tv and telephone
14 Clean Wardrobe
15 Clean Back and Under the bed
16 Clean Mirror
17 Clean Trash Bag
18 All Lights and Sockets Working
19 No Dust or Cobweb anywhere
20 Clean Walls not Stained
21 Good Fragrance
22 No Pest Found
23 No Seepage/crack anywhere
24 Floor Dusted and Moped
25 No Loose wires
Door and Window Door Safe and
26 Locking Properly
Bathroom
27 Clean Faucet
28 Clean Washbasin
29 Clean Under Washbasin
30 Clean WC Seat Cover and Not loose
31 Clean WC bowl
32 Clean Washbasin Bowl
33 No crack in the basin
34 All Pipes Working
Shower light and Mirror light
35 Working
36 Clean Window
37 Clean and Working Exhauster Fan
38 Fresh Bath Towel 2 Nos(unstained)
39 Fresh Hand Towel 1(unstained)
40 2 Soap,1Shampoo and 1 moisturiser
41 Toiletries Placed Correct
42 Clean floor tiles
43 Clean Wall tiles
44 Clean Transparent bucket and Mug
45 No Stains or Cobweb anywhere
46 No Seepage or Crack anywhere
47 Floor Wiped and Moped
48 Clean Bathmat
Bathroom door and Window Locked
49 properly
50 Air Freshner Present
51 Clean Water in Pipes

Houseman Signature