Project
On
Business Hotels
Submitted To: - Submitted By: -
Prof. Alekhya Talapatra Chandraveer Singh
EMI, New Delhi
3rd Semester
Acknowledgment
I offer my sincere thanks to Prof. Alekhya Talapatra for their valuable
suggestion and guidance to complete this project. He provided me that
type of opportunity so I can understand the concepts of hotel service
industry in deep and he has motivated me in class so I could complete this
project and
I also want to acknowledge to my classmates for their valuable
suggestions. They always helps me whenever I approach them with any
query.
Date…………. Student signature
Objective
My objective is to find out that what is a hotel product? Means hotel is a
part of service industry than how can we identify that what product a
hotel provides? In other words we can say that how we can identify
tangibility in intangible services?
My other objective is to identify that what are the support and facilitation
services required for a business hotel in a metropolitan cities? What
qualities or specialties of a hotel make a good business hotel which has a
unique identity and consumer preface?
Preface
An opportunity for new ideas and experiences
Working on this project is an exciting experience. In the one week that it
takes to complete it, I get to interact with a number of hotels (Online)
which has different facilities and services, and I benefited from the useful
knowledge about hotel industry.
This project includes & delivers information about Hotel industry and
Business hotels. This project provides guideline to the readers to work
or to open their own business in hotel industry that what are the things
which are required in good hotels.
Even though this is my first project on service industry and my
original goal of project is to gain new ideas and experiences.
INDEX
S. No. Content Page No.
1 Introduction of Hotel
2 Nature of Hotel Industry
3 Working Conditions
4 Characteristics of a good hotel
5 Characteristics of a good hotel manager
6 Type of hotels
7 Career Opportunities in hotel Industry
8 Bibliography
Hotel - Introduction
“The word hotel is derived from the French hôtel (coming
from hôte meaning host), which referred to a French version of
a townhouse or any other building seeing frequent visitors, rather than a
place offering accommodation. In contemporary French usage, hôtel now
has the same meaning as the English term”.
A hotel is an establishment or Building that provides lodging, meals, and
other services to the traveling public on a commercial and short term
basis.
A hotel’s room includes a bed, a cupboard, a small table and a
washstand, including en-suite bathrooms and air conditioning or climate
control. Additional common features found in hotel rooms are
a telephone, an alarm clock, a television, and Internet connectivity; snack
foods and drinks may be supplied in a mini-bar, and facilities for making
hot drinks.
Larger hotels may provide a number of additional guest facilities such as
a restaurant, a swimming pool or childcare, and have conference and
social function services.
“You can buy a good night sleep but you cannot own the room of hotel”
Nature of Industry
People travel for a variety of reasons, including for vacations, business,
and visits to friends and relatives. For many of these travelers, hotels and
other accommodations will be where they stay while out of town. For
others, hotels may be more than just a place to stay; they are destinations
in themselves. Resort hotels and casino hotels, for example, offer a
variety of activities to keep travelers and families occupied for much of
their stay.
Goods and Services: - Hotels and other accommodations are as different
as the many family and business travelers they accommodate. The
industry includes all types of lodging, from luxurious five-star hotels to
youth hostels and RV (recreational vehicle) parks. While many provide
simply a place to spend the night, others cater to longer stays by
providing food service, recreational activities, and meeting rooms.
Hotels comprise the majority of establishments in this industry and are
generally classified as offering either full-service or limited service. Full-
service properties offer a variety of services for their guests.
Industry organization: - In recent years, the hotel industry has been
dominated by a few large national hotel chains. To the traveler, familiar
chain establishments represent dependability and quality at predictable
rates. Many chains recognize the importance of brand loyalty to guests
and have expanded the range of lodging options offered under one
corporate name to include a full range of hotels from limited-service,
economy-type hotels to luxury inns.
Working Conditions
Hours: -
Because hotels are open around the clock, employees frequently work
varying shifts or variable schedules. Employees who work the late shift
generally receive additional compensation. Many employees enjoy the
opportunity to work part-time, nights or evenings, or other schedules that
fit their availability for work and the hotel's needs. Hotel managers and
many department supervisors may work regularly assigned schedules,
but they also routinely work longer hours than scheduled, especially
during peak travel times or when multiple events are scheduled.
Work environment: -
Work in hotels and other accommodations can be demanding and hectic.
Hotel staffs provide a variety of services to guests and must do so
efficiently, courteously, and accurately. They must maintain a pleasant
demeanor even during times of stress or when dealing with an impatient
or irate guest.
Alternately, work at slower times, such as the off-season or overnight
periods, can seem slow and tiresome. Still, hotel workers must be ready
to provide guests and visitors with gracious customer service at any hour.
Food preparation and food service workers in hotels must withstand the
strain of working during busy periods and being on their feet for many
hours. Kitchen workers lift heavy pots and kettles and work near hot
ovens and grills. Job hazards include slips and falls, cuts, and burns, but
injuries are seldom serious.
Characteristics of good hotel
Polite & sincere staff and Good customer service
Clean and comfort room
Location, location, location!
Good location, where shopping and dining is just a walking distance
away
Good delicious food - different style of food or food from different
countries
No hidden charges to customers
The toilet! That whole shower area, the bathtub, the sink
Good environment, quiet and nice scenario
In Short we can say that a good hotel has:
G - Great ambiance
O - Outstanding service
O - Outstanding facilities
D - Delicious food
H - Hot Personnel or Staff to assist guests
O - Over the top quality of necessities (stuff)
T - Totally reachable price (not that expensive)
E - Excellent views plus accessible to anything - tourist spots etc.
L - Lots of freebies and compliments
Characteristics of good hotel manager
Current knowledge of industry “best practices”, both inside and
outside the accounting department.
Proactive
Unafraid to say “no”
Fraud aware
Actively involved in industry associations.
Current knowledge of the competitive lodging supply marketing
landscape.
Ability to garner support from other departments when needed.
Appropriately and effectively communicates with all levels of
employees, management and ownership.
Recognizes that seeking help is a sign of strength.
Comfortable with a role that is continually shaped in response to
evolving technology and greater focus on revenues.
Types of Hotels
The cost and quality of hotels are usually indicative of the range
and type of services available. Due to the enormous increase in
tourism worldwide during the last decades of the 20th century,
standards, especially those of smaller establishments, have
improved considerably.
For the sake of greater comparability, rating systems have been
introduced, with the one to five stars classification being most
common.
Tourist
100 % of the rooms with shower or bath tub - Daily room cleaning
- 100 % of the rooms with color-TV together with remote control -
Table and chair - Soap or body wash - Reception service -
Facsimile at the reception - Publicly available telephone for guests
- Extended breakfast - Beverage offer in the hotel - Deposit
possibility
Superior Tourist
The Superior flag is provided when the additional service and
accommodation provisions are not sufficient for the next Hotel
star. The bathroom facilities are usually at the same level as for two
stars hotels but built from cheaper materials. The cost for regular
inspection by independent associations is waived as well.
Standard
In addition to the single star (*) hotels: - Breakfast buffets -
Reading light next to the bed - Bath essence or shower gel - * Bath
towels - Linen shelves - Offer of sanitary products (e.g. toothbrush,
toothpaste, shaving kit) - Credit Cards
Superior Standard
The Superior flag is provided when the additional service and
accommodation provisions are not sufficient for the next Hotelstar.
The Standard-Superior does usually offer the same service level as
three star hotels but the interiors of the hotel are smaller and
cheaper so that the three stars were not to be awarded by the
inspection body. A two star superior does not require mystery
guesting.
Comfort
In addition to the standard star (**) hotels: - Reception opened 14
hours, accessible by phone 24 hours from inside and outside,
bilingual staff (e.g. German/English) - Three piece suite at the
reception, luggage service - Beverage offer in the room -
Telephone in the room - Internet access in the room or in the public
area - Heating facility in the bathroom, hair-dryer, cleansing tissue
- Dressing mirror, place to put the luggage/suitcase - Sewing kit,
shoe polish utensils, laundry and ironing service - Additional
pillow and additional blanket on demand - Systematic complaint
management system
Superior Comfort
The Superior flag is provided when the additional service and
accommodation provisions are not sufficient for the next Hotelstar.
The accommodation facilities for a superior hotel need to be on a
modern level and fully renovated which is checked regularly.
First Class
In addition to the comfort star (***) hotels: - Reception opened 18
hours, accessible by phone 24 hours from inside and outside -
Lobby with seats and beverage service - Breakfast buffet or
breakfast menu card via room service - Minibar or 24 hours
beverages via room service - Upholstered chair/couch with side
table - Bath robe and slippers on demand - Cosmetic products (e.g.
shower cap, nail file, cotton swabs), vanity mirror, tray of a large
scale in the bathroom) - Internet access and internet terminal - "À
la carte"-restaurant
First Class Superior
The Superior flag is provided when the first class hotel has a
proven high quality not only in the rooms. The superior hotels
provide for additional facilities in the hotel like a sauna or a
workout room. The quality is checked regularly by mystery
guesting of an external inspection service.
Luxury
In addition to the first class (****) hotels: - Reception opened 24
hours, multilingual staff - Doorman-service or valet parking -
Concierge, page boy - Spacious reception hall with several seats
and beverage service - Personalized greeting for each guest with
fresh flowers or a present in the room - Minibar and food and
beverage offer via room service during 24 hours - Personal care
products in flacons - Internet-PC in the room - Safe in the room -
Ironing service (return within 1 h), shoe polish service - Turndown
service in the evening - Mystery guesting
Superior Luxury
The Luxury star hotels need to attain high expectations of an
international guest service. The Superior Luxury star is only
awarded with a system of intensive guest care. These are often
member of the Leading Hotels of the World association.
We are classifying these hotels in different criteria
also, these are as follows:-
Boutique hotels:-
"Boutique Hotel" is a term originating in North America to
describe intimate, usually luxurious or quirky hotel environments.
Boutique hotels differentiate themselves from larger chain or
branded hotels by providing an exceptional and personalized level
of accommodation, services and facilities.
Boutique hotels are furnished in a themed, stylish and/or aspiration
manner. Although usually considerably smaller than a mainstream
hotel (ranging from 3 to 100 guest rooms) boutique hotels are
generally fitted with telephone and Wi-Fi Internet connections,
honesty bars and often cable/pay TV.
Unusual hotels: -
Many hotels can be considered destinations in themselves, by dent
of unusual features of the lodging and/or its immediate
environment. There are some examples of these types of hotels.
Tree-house hotels:
Some hotels, such as the Costa Rica Tree House in the Gandoca-
Manzanillo Wildlife Refuge, Costa Rica, or Treetops Hotel in
Aberdare National Park, Kenya, are built with living trees as
structural elements, making them tree-houses.
Cave Hotels:
Desert Cave Hotel in Coober Pedy, South Australia and the Cuevas
Pedro Antonio de Alarcon (named after the author) in Guadix,
Spain, as well as several hotels in Cappadocia, Turkey, are notable
for being built into natural cave formations, some with rooms
underground.
Capsule hotels:
Capsule hotels are a type of economical hotels that are quite
common in Japan.
Ice hotels
Ice hotels, such as the Ice Hotel in Jukkasjärvi, Sweden, melt every
spring and are rebuilt out of ice and snow each winter.
Snow hotels
The Mammut Snow Hotel in Finland is located within the walls of
the Kemi snow castle, which is the biggest in the world. It includes
The Mammut Snow Hotel, The Castle Courtyard, The Snow
Restaurant and a chapel for weddings, etc. Its furnishings and its
decorations, such as sculptures, are made of snow and ice.
Garden hotels:
Garden hotels, famous for their gardens before they became hotels,
includes Gravetye Manor, the home of William Robinson and
Cliveden, designed by Charles Barry with a rose garden by
Geoffrey Jellicoe.
Underwater hotels:
As of 2005, the only hotel with an underwater room that can be
reached without Scuba diving is Utter Inn in Lake Mälaren,
Sweden. It only has one room, however, and Jules' Undersea
Lodge in Key Largo, Florida, which requires scuba diving, is not
much bigger.
Career Opportunities in Industry
Hotels and other accommodations provided 2.9 million wage and
salary jobs in 2009. Employment is concentrated in cities and resort
areas. Compared with establishments in other industries, hotels and
other accommodations tend to be small.
About 74 percent employed fewer than 20 workers and 54 percent
employed fewer than 10. As a result, lodging establishments offer
opportunities for those who are interested in owning or running their
own business. Although establishments tend to be small, the
majority of jobs are in larger hotels—those with more than 100
employees.
Hotels and other lodging places often provide first jobs to many new
entrants to the labor force. In 2009, about 19 percent of the workers
were younger than age 25, compared with about 13 percent across
all industries.
The vast majority of workers in this industry—83 percent in 2008—
were employed in service and office and administrative support
occupations. Workers in these occupations usually learn their skills
on the job. Postsecondary education is not required for most entry-
level positions; however, college training may be helpful for
advancement in some of the occupations.
The most important traits for success in the hotels and other
accommodations industry are good communication skills; the ability
to get along with people in stressful situations; a neat, clean
appearance; and a pleasant manner.
Bibliography
Study material provided by Prof. Alekhya Talapatra
http://en.wikipedia.org/wiki/Star_%28classification%29
http://en.wikipedia.org/wiki/Hotel
http://www.davidwhitecpa.com/downloads/ten-
characteristics-of-a-good-hotel-controller.htm
