Front office OPERATIONS

Student Handbook
NSQF Level-1
Class IX

Central Board of Secondary Education

Shiksha Kendra, 2, Community Centre, Preet Vihar, Delhi-110301
Front Office Operations, NSQF Level-1

Student Handbook, Class IX

Price: `

First Edition: May 2016, CBSE

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Shiksha Kendra, 2 Community Centre, Preet Vihar,
Delhi - 110301

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 Preface

India has a rich history and tradition of hospitality. In our culture, guest is accorded
a very special status. In the modern era, too, Indian hospitality professionals have
left an indelible impression with their innate quality of humility, hard work and
empathy. Tourism and Hospitality are drivers of our economic and cultural growth
and contribute to our GDP.

This book on Tourism and Hospitality as part of vocational course in Front Office
Operations for class IX aims at introducing hospitality as a career option to these
budding professionals.

The focus of the book is on tourism as a larger umbrella, under which hospitality is
an important component. Student learns to appreciate the diversity of our tourism
product and its economic potential for the country. They also gets sensitized towards
the various positive and negative impacts of tourism on environment and culture. The
course content gradually progresses to understanding hotels and their types.

We hope that the lucid narration and pictorial representation will excite the young minds to
dive deeper into the vast ocean of the tourism industry and its various sectors.

 Chairman, CBSE

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 Acknowledgements

Advisors
● Sh. Y.S.K. Seshu Kumar, Chairman, CBSE
● Sh. K.K. Choudhury, Controller of Examinations & Director (V.E.), CBSE

Content Developed By
●  h. Jaidip Shankar, Executive Officer (Studies), National Council for Hotel Management
S
& Catering Technology (Ministry of Tourism, Government of India) – (Convener)
●  h. Priyadarshan Lakhawat, Head of Department, Institute of Hotel Management,
S
Gurdaspur
● Ms. Shweta Mathur, Lecturer, Delhi Institute of Hotel Management, New Delhi
●  s. Shilpi Bhatia, Assistant Lecturer, Ambedkar Institute of Hotel Management,
M
Chandigarh

Editing & Coordination

● Dr. Biswajit Saha, Additional Director, (V.E.), CBSE

vi
 Contents
Learning Outcomes viii

Unit-1 1
Introduction to Tourism

Unit-2 13
Major Tourist Destinations of India

Unit-3 33
Impacts of Tourism

Unit-4 45
Hotels

Unit-5 57
Classification of Hotels

vii
 Learning Outcomes

Unit–1 Introduction to Tourism

Location: Session–1 : Definitions and introduction to the Concept
Class Room, Learning Knowledge Performance Teaching and
Computer Outcome Evaluation Evaluation Training Method
Lab and field
study. • Identify the • Salient • List the modes Interactive Lecture :
different characteristics of transport • History and
phases in of tourism used in evolution of travel
history of activity in tourism. and tourism.
travel and different • Identify the Practical Activity :
tourism. phases of its changing • Collect photographs
evolution. trends in of the evolution of
tourism in last modes of transport
two centuries. and prepare a
collage.
• Define • Concept of • Describe Interactive Lecture:
Tourism and Tourism and Tourism and • WTO definitions of
Tourist. Tourist. Tourist. Tourism and Tourist
• Distinguish and its analysis.
between Practical Activity:
Tourist, • Experience sharing
Visitor and on your best ever
excursionist. tourism experience.
• Evaluate the • Explain • Differentiate Interactive Lecture:
concept of inbound and between • The concept of
inbound and outbound Inbound and inbound and
outbound travel. outbound outbound travel
travel. tourist. and their respective
impacts.
Practical Activity:
• Visit the official
website of Ministry
of Tourism,
Government of India
and collect statistics
on inbound and
outbound tourism.

viii
 Session–2: Importance and Classification of Tourism
• Evaluate the • Describe the • Enlist the Interactive Lecture:
importance importance salient points • Importance of
of Tourism of tourism for on importance tourism activity for
activity and its various of tourism. its various stake
Tourism stakeholders. holders.
industry. Practical Activity :
• Role play on
importance of
tourism.
• Differentiate • Describe • List the Interactive Lecture:
among different travel reasons for • The classification of
different motivators for travelling. tourism on the basis
types of tourists. of different travel
tourism. motivators.
Practical Activity:
• Prepare a survey
report of 20
respondents on their
reasons for travelling
in last one year.
Session–3: Components of Tourism Industry
• Identify • Describe • Identify the Interactive Lecture:
the various the primary significance of • Different
components components the primary components of
of tourism of tourism components Tourism industry
industry industry. of tourism and their respective
industry. importance in
• Explain the
tourism service
secondary • Enlist the
delivery process.
components respective
of tourism roles of Practical Activity:
industry. secondary • Experience sharing
among students on
• Role of components
their last tourism
intermediaries in tourism
activity and the role
in tourism. industry.
played by different
• Role of • Differentiate tourism components
International among various during their visit.
and national intermediaries • Download the Logos
tourism in tourism. of different tourist
organizations. • List out organizations and
functions prepare a collage
of tourist with it.
organizations.

Front Office Operations ix

 Unit–2 Major Tourist Destinations of India
Location Session–1 : Beaches, Hill Stations and Wild Life
Class Room, Learning Knowledge Performance Teaching and
Computer Outcome Evaluation Evaluation Training Method
Lab and field • Identify • Describe the • List the Interactive Lecture :
study. the major location of important • Major Beach,
Beach, Hill Important Beaches, Hill and Wild life
and wild life Beach , Hill Hill stations destinations of
destinations of and wild life and wild life India.
India. destinations of sanctuaries/ Practical Activity:
India. National • Mark the famous
Parks in India. Beach, Hill
and wild life
destination on the
map of India.
• Differentiate • Explain the • Draw Interactive Lecture:
between characteristic comparative • Comparative
the tourism differences in chart of analysis of tourism
activity at the tourism the tourist related activities
Beaches, Hills activity at, activities at at Beaches, Hills
and wild life Beaches, Hills Beaches, Hills and wild life
destinations. and Wild life and wild life. destinations.
destinations Practical Activity:
• Visit a nearby
mall/retail store
and make. 3 lists of
clothes and items
you would like to
buy for your visit
to a Beach, Hill
station and wild
life sanctuary.
• Presentation
on destination
marketing on a
destination of
student’s choice.
Session–2 : Forts, Palaces, Temples and Religious Places
• Identify the • Describe the • List the Interactive Lecture :
major Forts, location of important • Major Forts,
Palaces, Important Forts, Palaces, Palaces, Temples
Temples and Beach , Hill Temples and and Religious
Religious and wild life Religious places of India.
places of India. destinations of places of Practical Activity:
India. India. • Mark the famous
Forts, Palaces,
Temples and
Religious places on
the map of India.

x
 • Prepare a collage
with the pictures
of Forts and
Palaces in India.
• Identify the • Explain the • List the points Interactive lecture:
characteristics characteristics differentiating • Characteristics
of Pilgrimage of Pilgrimage Pilgrimage of Pilgrimage
tourism. tourism. tourism from tourism.
all other Practical Activity:
forms of • Prepare a collage
tourism. of pictures of the
Char Dhams of
India.
• Visit a nearby well
known temple or
religious place
and prepare a
brief report on the
facilities over there
for the visitors.
Unit–3 Impacts of Tourism
Location: Session–1 : Impacts of Tourism –Economical , Social and Cultural
Class Room, Learning Knowledge Performance Teaching and
Front office Outcome Evaluation Evaluation Training Method
Practical
• Identify the • State the • Differentiate Interactive Lecture:
room and
Economical, various between the • Economical,
field visit.
Social and impacts of harmful and social and cultural
cultural tourism on beneficial impacts of tourism.
Impact of economy, economical, Practical Activity :
Tourism. society and social and • Role Play on
culture. cultural harmful and
impacts of beneficial Socio-
tourism. Cultural impact of
tourism.
Session–2: Impacts of Tourism – Political,
Environmental and Sustainability Issues
• Identify the • State the • Differentiate Interactive Lecture:
Political and political and between the • Political and
Environmental environmental harmful and Environmental
Impact of impacts of beneficial impacts of tourism.
Tourism. tourism. impacts of Practical Activity:
• Describe the tourism on • Group Visit
elements environment. to a nearby
necessary for • List the monument/
sustainable factors tourist place for
tourism. responsible a cleanliness
for campaign of the
sustainable area.
tourism. • Group Discussion
on responsible
tourism.

Front Office Operations xi

 • Draw a chart on
advantages and
disadvantages of
tourism.
Unit–4 Hotels
Location Session–1 : Introduction to Hospitality Industry
Class Room, Learning Knowledge Performance Teaching and
Front office Outcome Evaluation Evaluation Training Method
practical • General • Concept of • List the Interactive Lecture:
room and overview of Hospitality. attitudinal • Overview of
field study. Hospitality requirements Hospitality
• What is a
industry and hotel. for hospitality industry and
hotels. industry. hotels.
Practical Activity :
• Collect logos of any
ten hotels in India.
• Evaluate the • The hotel’s • Identify the Interactive Lecture:
services to be services to services to be • Services offered
rendered by their guests. rendered by by a hotel to their
hotels to their the hotels. guests.
guests. Practical Activity:
• Visit the lobby and
restaurant of a
nearby hotel and
observe the nature
of services on offer.
Session–2 : History and Evolution of Hotel Industry
• Differentiate • Chronology of • Identify the Interactive Lecture :
among the the evolution different • History and
different of hotel phases of evolution of Hotel
phases of the industry. evolution of industry.
growth and hotel industry. Practical Activity:
evolution of • List the names • Prepare a List
hotel industry. of major 10 international
International hotel chains with
hotel chains the names of their
and their founders.
founders. • Prepare a list of
• List the names 10 domestic hotel
of major chains with the
domestic names of their
hotel chains founders.
and their
founders.

xii
 Unit–5 Classification of Hotels
Location Session–1 : Classification on the Basis of Size, Star and Number of Units
Class Room
Learning Knowledge Performance Teaching and
and Front
Outcome Evaluation Evaluation Training Method
office practical
room. • Methods of • Parameters • Classify Interactive Lecture:
classifying of Size, star hotels on the • Classification of
hotels while categorizations basis of their hotels on the basis
taking size, and number of size, star of their size, star
Star category units in hotel category and category or number
and number classification. number of of units.
of units as units. Practical Activity:
parameters. • Prepare a list of
10 single unit
hotels and 10 chain
hotels.
• Chart presentations
on classification
of hotels on the
basis of different
parameters.
Session–2 : Hotel Organization
• Identify • Basis of • Classify hotel Interactive Lecture:
the hotel departmental departments • Departmental and
organization organization of on the basis staff organization of
on the a hotel. of functions a hotel.
basis of and on the Practical Activity:
departmental basis of • Chart presentations
functions, revenue. on departmental
departmental • Prepare organisation and
revenue the staff staff organisation of
and staff hierarchy hotels.
hierarchy. chart for
a large
hotel and
a medium
sized hotel.

Front Office Operations xiii

UNIT 1
 Introduction to Tourism

Contents
1.0 Unit Overview and Description
1.1 Introduction
1.2 Origin of Travel and Tourism
1.3 Definitions
1.4 Forms of Tourism
1.5 Importance of Tourism
1.6 Types / Classification of Tourism
1.7 Components of Tourism Industry

1.0 Unit Overview and Description

‘Tourism’ and ‘Tourist’ are very commonly used or heard words in today’s life. Whenever
we pick up any newspaper we find some reference to tourism. The information related
to number of tourist arrivals, popular tourist destinations, Governments policies in
relation to Tourism of a Place, hostility or warmth of the local people, etc. But, how often
have you attempted to understand the meaning of Tourism and asked the question who
is a Tourist? This unit outlines the definitions of the words “tourism” and “tourist” and
other related words. Then it goes on to explain the importance of tourism. It also takes
into account the different forms and types of Tourism under its Classification. Tourism
of Today is the outcome of the combined efforts of its various components. In fact what
we may define as Tourism Industry is a mix of the output and services of different
industries. In this unit we also identify and list its various components. A knowledge of
these aspects is a must for a anyone interested in pursuing Tourism of Hospitality Studies.

Resource Material

1. Hotel Front Office Training Manual – Sudhir Andrew.

2. Foundation Course in Tourism, Block 2 – IGNOU.
3. Tourism in India: Trends and Issues – Dharmrajan and Seth.

Front Office Operations 1

 Session-1
1.1 Introduction
Tourism is not just about the facilities and attractions provided for visitors. It is about
people and especially about the relationship between the customer and the individual
providing the service. Today, Tourism has undoubtedly become an Industry to be
studied in totality. It is growing rapidly due to increasing standards of living and fast
changing technology. Tourism is a global phenomenon that involves exchange and flow
of economic, cultural and intellectual items in terms of goods, knowledge, values and
images as well as people at large.

Everybody employed in Tourism needs to have the knowledge, skills, and attitude to
provide the standard of product and service that customer expects. Knowing about the
Tourism Industry, its importance for a nation in terms of its Economy, culture, society
and environment, its classification and component parts and especially where you fit in
is an important starting point to a successful career in Tourism.

In this chapter we have tried to examine:

• Origin of Travel and Tourism
• Definitions of Tourism
• Importance of Tourism
• Classification of Tourism
• Components of Tourism Industry

1.2 Origin of Travel and Tourism

To establish any specific period or era for the origin of tourism is a very difficult task. In
ancient and prehistoric time people used to move in search of food, and for shelter from
climatic conditions and for protection from animals. First they moved individually, later
they started moving in groups. Nomads moved from one place to another. The origin of
tourism can be attributed to this period.

Within the last century, tourism industry has undergone consistent changes. In this
respect, it is worth mentioning the rapid development of infrastructure, introduction of
new means of transportation, including the development of railroads and airways, and
the development of new technologies which facilitate traveling, such as Internet that
includes online booking and planning of the journey beforehand.

1.3 Definitions
Tourism

Tourism is concerned with pleasure, holidays, travel and going or arriving somewhere.
It means movement of people both within and across the national borders.

2
 These are the motivations that make people leave their normal place of residence and
work for short-term temporary visit to other places.

Over the years the definitions of Tourism has undergone a change along with the
historical changes. The term Tourism is defined in different ways by different tourism
experts:

1. According to Hunziker and Krapf: “Tourism is the sum of phenomena and

relationship arising from the travel and stay of non-residents, in so far as it do
not lead to permanent residence and is not connected to any earning activity.”
2. According to League of Nations in 1937: “Tourism covers the social activity
of those who travel for a period of 24 hours or more in a country other than the
one a person usually lives in.” This definition excluded domestic and emphasized
only on International tourism.
3. According to UNWTO (United Nations World Tourism Organization:
“Tourism is the movement of people away from their normal place of residence
and work for a period of not less than 24 hours and not more than 1 year for the
sole purpose of leisure, business etc, but not related to the exercise of an activity
remunerated from within the place visited.
From the above definitions it is clear that tourism represents various types of short
term travel and is variable defined for a specific purpose of the journey, its duration and
other criteria. Hence it is important for the travel to be classified as Tourism in that the
individual has to move out of the living area and the purpose of travel may be leisure,
business, medical, or any other reason with a time frame.
Visitor
A visitor is a traveler taking a trip to a main destination outside his/her usual
environment, for less than a year, for any main purpose (business, leisure or other
personal purpose) other than to be employed by a resident entity in the country or
place visited.
Tourist (or Overnight Visitor)
A visitor (domestic, inbound or outbound) is classified as tourist (or overnight visitor),
if his/her trip includes an overnight stay.
Excurtionist (Same Day Visitor)
A visitor (domestic, inbound or outbound) is classified as a same-day visitor (or
excursionist) if his/her trip does not include an overnight stay.

Front Office Operations 3

1.4 Forms of Tourism
There are two basic forms of Tourism: International Tourism and Domestic
Tourism
1. International Tourism: Movement of people from one country to another is
called International Tourism. A person who engages in tourism between countries
is called International/Foreign Tourist. International Tourism is further of two
types:
Inbound: This refers to Tourists entering a country.
Outbound: This refers to Tourists leaving their country of origin for another.
Example: If you decide to go to France from India, you are engaging in
International Tourism. From the point of view of India, you will be described as
outbound tourist. But France will describe you as inbound tourist.

Tourist Generating Country Tourist Receiving Country

Country A  Country B 

Outbound Tourism Inbound Tourism

2. Domestic Tourism: Movement of people within one’s own country is called
Domestic Tourism. A person who engages in Tourism within his/her own country
is called Domestic Tourist.
Example: When you travel to any place within India, such as from New Delhi to
Kanya kumari, you will be described as a domestic tourist.
Review Questions
1. Define Tourism. Why is it different from travel?
2. What is the difference between a Visitor, Tourist and Excursionist?
3. What are the different forms of Tourism? State with examples.
4. Fill in the Blanks:
a. In ancient times people used to move for ________ and for ____________ .
b. Tourism means movement of people both within and across the ______ borders.
c. Inbound and Outbound tourism are the forms of ________________ tourism.
d. You are a ____________ traveler when you travel from Delhi to Agra.

4
 Session-2
1.5 Importance of Tourism
Tourism as an industry is very important for the development of any country. It is one
of the fastest growing sectors. It has a lot of significance in the economic, social and
cultural advancement of any country. The various benefits of Tourism are highlighted
as below:
1. Stimulation of Economic Growth: Tourism is an important contributor in the
economic development of any country. There are many countries in the world
whose economy is completely dependent on tourism. Tourism Industry is one of
the largest generator of Foreign earnings.
2. Creation of Employment: Tourism industry generates several direct and indirect
employment opportunities for millions of people. They may range from Skilled,
semi-skilled to Unskilled jobs for people .One of the notable initiative taken by
Ministry of tourism , Govt. of India, in this regards is the launching of the “Hunar
se Rozgar tak” Scheme to create employability skills amongst unemployed youth
in Hospitality sector.
3. Development of Infrastructure: To become an important commercial and
leisure destination, any location would require a good infrastructure. In addition
the improvement of the existing infrastructure needs to be undertaken in order
to retain and attract tourist. The residents of these areas shall also be benefitted
with the development of infrastructure.
4. Protection of Cultural Heritage: India’s primary attraction has been its culture,
art, archaeological remains, historical monuments, architecture, music, dance,
folklore and history. Each year many visitors visit our country and take back
sweet memories of India’s rich cultural heritage.
5. Encouragement to Business and Trade: Tourism may also be motivated for
business and trade purposes. Business meetings, conferences, seminars and
workshops are commonly being organized at exotic locations to motivate the
employees at the same time promoting tourism of the destination.
6. Global Integration: Tourism is and effective way of enhancing the international
understanding and integration by bringing together and making people of
different social, cultural and economic backgrounds interact.
7. Environmental Benefits: Tourism is called smokeless Industry, because it
works with the aim of protection and conservation of environment. Tourism can
become an instrument for beautification and improvements of the environment,
if it is planned in a systematic manner.
8. Promotion of Favourable National Image: Tourism helps in building the image
of the host country and makes it popular among various countries.

Front Office Operations 5

1.6 Types / Classification of Tourism
1. Mass Tourism
• The organized movement of large groups of people to specialized tourist
locations.
• A consequence of the increase of people travelling for pleasure, developed
to cater to huge numbers of tourists.
• Examples: Whole resort towns, theme parks, tourism business districts,
cruises, packaged vacations, all-inclusive resorts, etc.

2. Alternative Tourism
• Individually planned activities to gain and experience first-hand knowledge
about local cultures and environments.
• Focus on secluded areas, occur during non-peak travelling times, can include
arranging own flights and accommodations.
• Example: A self-planned biking trip through Vermont, while camping or
arranging accommodations “as you go.”

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 3. Pleasure Tourism
• To improve the physical or spiritual condition of an individual.
• Examples: Yoga workshops, detoxification clinics, spas, etc
4. Business Tourism
• To complete a business transaction or attend a business meeting/
conference.
5. Nature Tourism
• To experience the history, folklore, and culture of a people.
6. Cultural Tourism
• To enjoy a natural setting or wildlife, including ecotourism
7. Social Tourism
• Travel that involves the company of others, such as tour-bus travel or family
visits.
8. Recreation Tourism
• To escape the routine of daily life, such as camping or going to a beach.
9. Active Tourism
• Has a set objective, such as climbing a mountain or learning a new language.
10. Sports Tourism
• To experience a sport or sporting event, such as ski holidays or the Olympics.
11. Religious Tourism
• Involves visiting a place of spiritual significance.
12. Health/Medical Tourism
• To improve one’s health, such as a visit to a health resort or weight-loss
camp.
13. Adventure Tourism**
• Involves challenges and adventure, such as trekking through a tropical
rainforest or rock climbing.
14. Wilderness Tourism**
• To experience something very different from everyday life in remote
wilderness areas.
15. Ecotourism**
• Stresses low-impact adventure in a natural setting; sometimes called “green
tourism.”

Note : ** Types of Sustainable Tourism, a movement, which started around 2000.

Front Office Operations 7

Review Questions
1. Why is Tourism important for the development of a country?
2. What are the various stakeholders of Tourism?
3. Give the detailed classification of Tourism with at least one example of each.
4. What is sustainable Tourism?
5. State True or False :
a. Tourism is called smokeless Industry.
b. Ecotourism, Adventure Tourism and Wilderness tourism are types of
Sustainable Tourism.
c. Active Tourism involves visiting a place of religious significance.
d. Tourism Industry is one of the largest generator of foreign exchange.
e. Supplementary accommodation is a type of informal or un-organized
accommodation.

Session-3
1.7 Components of Tourism Industry
Tourism is a collection of several Industries that function separately with various types
of links with tourists. These links can be both incidental as well as purposeful, direct or
indirect. Together they are referred to as the components of Tourism. The components
of Tourism Industry are varied-ranging from small scale businesses operating at
local level to Multinational corporations. For Example a small food joint at a tourist
destination is a component of Tourism as is an airline or a Star hotel, as each one of
them are serving the tourist in some way or the other.

Moreover, these different components are closely linked to each other.Infact, it’s a chain
of linkages and modern tourism is a result of the intermixing and combined efforts of
the various components.

The components that are essential for a tourist and are directly related to tourism are
referred as Primary Components. The variety of tourism services that are indirectly
related to tourism are known as Secondary Components.

Primary Components

The essential components of tourism are listed below:

1. Transport: A mode of transport is required to travel from one place to another,

whether by road, rail, air or sea. Also, sometimes the travel depends on the
availability of seats etc. Today the travel Industry is a highly developed industry.
The various branches of travel includes:

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 • Road Transport: It may Include Buses, Cars, taxis, Motor bikes etc.
• Rail Transport: It includes, Trains, Metro Trains.
• Air Transport: It includes Airplanes, helicopters, Jet planes etc.
• Water Transport: It may include, steamers, Ships, Cruise liners, Boats etc.

2. Accommodation: A tourist while travelling also stays en route or at the

destination. Thus, accommodation is an essential requirement for Tourist and
it comprises a significant place in the Tourism Industry. Owing to the diverse
needs, backgrounds and budgets of different tourists, accommodation could be
of different types. It may range from cottages, Tourist lodges, Yatri Niwas, to a
houseboat, or a five star hotel.

Front Office Operations 9

 3. Catering, Food and Entertainment: While in Transit another essential
requirement of a tourist is healthy and safe food. Restaurants, fast food Joints,
dhabas, food courts, etc. offer different cuisines and a variety of Food and drinks
to meet the requirements of the travelers. Different forms of Entertainment are
also provided at the destinations like, Music and dance performances, Magic
shows etc.

4. Intermediaries: They are the connecting link between a Tourist and the travel
related services. They facilitate a tourist in arranging various tourist services
i.e, hotel and airline bookings, rental taxis, providing travel information, foreign
exchange, travel insurance etc. The prominent Intermediaries are Travel agents,
tour operators and Guide services.
5. Government Departments/Tourist Information Centers/Tourism Organizations:
Many national and International organizations related to tourism form part of the
tourism industry. WTO (World Tourism organization), Department of tourism,
Govt. of India, State tourism departments and Tourism Corporations, ITDC (Indian
tourism Development Corporation) are to name a few examples.

Secondary Components

There are variety of services that constitute the tourism and are directly or indirectly
related to tourism. Some of them are listed below:

1. Shops and Emporiums

2. Handicrafts and Souvenirs
3. Hawkers and Coolies
4. Telecommunication Services
5. Advertisement Agencies
6. Publishing Industry
7. Artists, Performers, Musicians
8. Insurance Companies
9. Banks, etc.

10
 Both the primary and secondary components are related to the smooth functioning
of the tourism industry. The growth and expansion of Tourism Industry is difficult in
absence of these components.

Intermediaries
The intermediaries constitute:
1. Travel Agency: They are the intermediary between the traveler and the supplier
of tourist services, i.e. airlines, transport companies, hotels and auto-rental
companies.
2. Tour Operator: They are the manufacturers of tourism products. They
plan organize and sell tours. They make all necessary arrangements such as
sightseeing, transport, accommodation, insurance, entertainment and other
allied services and sell this ‘package’ for an all inclusive price.
3. Guide Services: They explain about the culture and significance of a tourist
place and make the guest feel comfortable by conversing in the language familiar
to the tourist.

Hotels

Visas Tours

Flights Cruises

Role of International and National Tourism Organizations

Over the years a number of organizations have emerged in tourism. They have played
a vital role in tourism policy formation, planning, promotion, infrastructure and resort
development, protecting the rights of tourists, negotiations, etc. Factors like importance
of tourism in generating foreign exchange, employment prospects, national interests,
and at times the stage of development have determined the need for such organizations
and accordingly influenced their growth and functions.

Front Office Operations 11

 These organizations exist in public as well as private sector and at different levels i.e.
international and national levels. For e.g. World Tourism Organization (WTO) and
Indian Tourism Development Corporation (ITDC).

Summary
In this unit, we have seen that Tourism is defined in different ways. It is important
to understand that a Tourist has to return to the place of origin after being at a
destination and enjoying the tourism related products and services. Depending on
whether the travel is within a country or between different countries, Tourism will be
domestic or International respectively. Tourism has a significant importance for the
economic, social and cultural growth of any country. We have already discussed the
travel variables that influence people to travel. When travel motivators and barriers
combine with these variables, they affect the travel destination and what type of travel
experience the tourist signs up for. Today, the tourism industry offers many specialized
forms of tourism in order to meet the increasingly diverse and the unique requests of
a demanding public. People want to be able to choose from a variety of options based
on to their needs and desires.

Review Questions
1. Enlist different components of Tourism Industry.
2. Discuss the role of Intermediaries in tourism.
3. What is the role of Tourism organizations in the promotion of Tourism?

Practical Activity
• Collect photographs of the evolution of modes of transport and prepare a
collage.
• Prepare a survey report of twenty respondents on their reasons for
travelling in last one year.

12
UNIT 2
 Major Tourist Destinations of India

Contents
2.0 Unit Overview and Description
2.1 Introduction
2.2 Major Beach Destinations in India
2.3 Major Hill Stations in India
2.4 Major Wildlife Destinations in India
2.5 Famous Forts and Palaces in India
2.6 Temples and Religious places
2.7 Pilgrimage Tourism

2.0 Unit Overview and Description

This unit aims to familiarize students with a wide variety of Tourism Destinations in
light of our country. India is one of the greatest civilizations of the world, the continuity
of which is traceable back to thousands of years. A decisive factor in shaping India’s
culture and history has been its diversity of nature and landscapes. Beginning from the
snow covered peaks of Himalayas in the north to the sun encased southern peninsula.
India becomes a place of natural choice for tourists from abroad as well as for domestic
tourist interested in experiencing other regional cultures. In the following sections you
shall know about the major beaches, Hill stations, wildlife sanctuaries/national parks,
forts, palaces, temples and religious places of India. The location of each destination, its
characteristics and the major tourist activities are also explained in this unit. You will
also equip yourself with the characteristics of pilgrimage tourism and know how it is
different from other forms of Tourism.

Resource Material

1. Tourism Development and Resource Conservation – Jagmohan Negi.

2. Hotel Industry and Tourism in India – Pragati Mohanty.
3. Tourism and Hospitality Industry – Sudhir Andrews.

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 Session-1
2.1 Introduction
India, a vast country with amazing landscaped diversity, rich history and culture, and
multi-ethnic society has long list of tourist destinations to present. There are hundreds
of places which deserve a visit or two by the globetrotters. However, few of them have
got worldwide acclaim, and are included in most sought-after tourist destinations in
the world. Top four among these tourist destinations are Taj Mahal, Khajuraho Temples,
Qutub Minar and Konark Sun Temple. Taj Mahal, one of the wonders of the world, is the
most visited destination by foreign tourists in India. Khajuraho Temples are famous
for their erotic carvings. Qutub Minar is the highest tower of medieval times in India.
Konark Sun Temples is the grandest art-epic of Oriya people in India.

2.2 Major Beach Destinations in India

Boasting of some incredible and unexplored beach destinations, India has earned an
acclaim as a popular tourist destination across the globe. India offers some of the most
immaculate beaches in the world with splendid environment, activities, solitude, fun,
frolic, and parties. Any tourist, who is willing to go on a holiday, or a family going out for
a vacation, has the option of choosing among the most stunning, serene, and peaceful
beaches in India. Below mentioned are some of the popular beach destinations in India
highlighting their popular beaches.

Beaches of Goa

Goa is the most popular beach destination in India that attracts tourists from all over
the world. There are around 40 beaches in Goa. The beaches are famous for parties,
sunbathing and beach sports.

Some of the popular beaches in Goa are, Anjuna Beach, Calangute Beach, Dona Paula
Beach, Benaulim Beach, Colvo Beach, Baga Beach and Miramar Beach.

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 Beaches of Kerala

Located in South India, Kerala - “God’s Own Country”, has a long coastline that offers
lots of opportunities for those who seek beauty and tranquility. It is a scenic place that
lets you revitalize1yu8i yourself in its relaxing atmosphere. You can unwind on the
beaches, swim in the sea, row a dinghy, take a sailboat ride or simply go to a spa.

Some of the popular Kerala beaches are Kovalam Beach, Varkala Beach, Kumarakom
Beach, Marari Beach, Alaphuzza Beach, Kappad Beach, Muzhappilangad Beach,
Thirumullavaram Beach.

Beaches of Andhra Pradesh

The beaches of Andhra Pradesh are unspoiled and pure, ideal for a beach holiday.
Stretched over 1000 km along the southeastern coastline, there are lots of scenic
beaches, green hills, bustling wildlife and beautiful palm trees.

Some of the main beaches in Andhra Pradesh are Ramakrishna Beach, Manginapudi
Beach, Bheemunipatam Beach, Rishikonda Beach, Mypad Beach, Vodarevu Beach.

Beaches of Maharashtra

With a coast line of 720 km, Maharashtra is quite fortunate with few of the finest
beaches one could find. Beaches of Maharashtra offer lots of activities like sea surfing,
sand bathing, swimming, picnics, water sports, etc.

The most popular beaches of Maharashtra are Dahanu-Bordi Beach, Ganpatipule

Beach, Juhu Beach, Mandwa and Kihim Beaches, Marve, Manori and Gorai Beaches,
Shriwardhan-Harihareshwar Beach.

Beaches of Andaman and Nicobar Islands

The Andaman and Nicobar Islands are a group of 572 islands consisting of exotic and
unexplored beaches. The tropical climate prevails all year round, offering a comfortable
holiday experience. The islands are known for its remote and serene atmosphere,
beaches with silvery white sand and lots of greenery.

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 Some popular beaches of the Andaman and Nicobar Islands are Corbyn’s Cove And
Chirya Tapu Beach, Radhnagar Beach, Harminder Bay Beach, Karmatang Beach,
Ramnagar Beach

Beaches of Lakshadweep Islands

The Lakshadweep Islands have a set of charming and stunning beaches. The islands are
full of coral reefs and palm trees. The beaches provide spectacular lagoons, sea-shores,
stretches of sun-drenched sand and lots of swaying palms.

Some of the main beaches of Lakshadweep are Kavaratti Beach, Kalpeni Beach, Kadamat
Beach, Bangaram Beach

Beaches of Odisha

Beaches in Odisha represent golden sand, deep blue sea and pleasant weather. They
provide tourists with a wonderful experience of scenic beauty, cool breeze, warm sun
and relaxation at sea side.

Some of Odisha Beaches are Aryapalli Beach, Balaramgadi Beach, Balighai Beach,
Paradeep Beach, Puri Beach.

Beaches of Gujarat

Gujarat is known for its rich natural resources including forests and beaches. The state
has the longest coastline in India and thus comprises many beaches where tourists can
enjoy their vacations.

Some of the popular beaches of Gujarat are Mandvi Beach, Gopnath Beach, Somnath
Beach, Chorwad Beach.

Beaches in Tamil Nadu

The sunny skies and the blue beaches make Tamil Nadu a famous tourist destination.
Some of the beautiful beaches of South India are located in the state. Tourists can enjoy
water sports and joyrides along these beaches. Some of the beaches of the state are
now also popular location for shooting of Bollywood movies.

Some of the popular beaches of Tamil Nadu are Covelong Beach, Rameswaram Beach,
Kanyakumari Beach, Marine Beach, Thiruchendur.

Beaches in Karnataka

There are many alluring beaches in Karnataka which can offer a relaxed beach holiday
experience to the tourists. These beaches are not known to everyone and therefore are
not much crowded. The tranquil and peaceful beaches can enhance the mood of the
visitors.

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 Some of the famous beaches of Karnataka are Karwar Beach, Gokarna Beach, Malpe
Beach, Murudeshwar Beach, Kaup Beach.

Review Questions
1. Name one important beach each in Maharashtra, Orissa, and Tamil Nadu.
(i) __________________________________________________
(ii) __________________________________________________
(iii) __________________________________________________

2. State two major factors for the popularity of Kovalam beach.

(i) _________________________________________________
(ii) _________________________________________________

2.3 Major Hill Stations in India

The hill stations are high-altitude towns. Most of the hill stations in India were developed
by the British, to get respite from the oppressive summer heat. The Indian subcontinent
has seven principal mountain ranges and the largest of all is the Himalayas that lies in
the northern part of India. Then there is Shivalik range that also lies within the same
region has some famous hill stations that include Dalhousie, Kullu, Shimla, Nanital and
many more. Since independence, the role of these hill stations as summer capitals has
largely ended, but many hill stations remain popular summer resorts.

Most of the hill stations in India are located in Jammu and Kashmir, Himachal Pradesh,
Uttarakhand, Sikkim, West Bengal, Arunachal Pradesh and Meghalaya in the Himalayas
and in Maharashtra, Karnataka, Tamil Nadu and Kerala in Western ghats. They have
many picturesque lakes as their focal point, making them excellent places for boating
activities.

Hill Stations of Northern India

The hill stations of North India are bestowed with natural beauties. Some of the best
hill stations include Shimla, Manali, Dalhousie, Nainital, Almora, Kausani, Mussoorie,
Gulmarg, Pahalgaon and Mount Abu.

Manali: Manali is one of the main summer destination for backpackers, trekkers and
honeymooners escaping the summer heat. Due to its scenic beauty, it is also known
as the Switzerland of India. Lapped in the Kullu valley, it is surrounded by towering
peaks offering a fine chance for the trekkers. The various Tibetan Monasteries, Naggar
Castle, Roerich Museum, Arjun Gufa (Arjun Cave), Jagatsukh, Solang Valley etc. are the
other places of interest in and around Manali. The place is also famous for adventure
sports like skiing, hiking, mountaineering, para gliding, rafting, trekking, kayaking, and
mountain biking.

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 Shimla: Often referred as the ‘Queen of Hills’, Shimla is the present capital of Himachal
Pradesh, Shimla is perhaps one of the most popular tourist destinations. Loaded with
natural beauty and scenic landscape, Shimla is an integral part of Indian history and
heritage. The city of Shimla is blessed by the presence of seven different hills that
houses some of the major tourist spots. Your stay in Shimla will be marked by visits
to destinations like Christ Church, St Michael’s Cathedral, Churdhar Sanctuary, Kufri,
Gurkha Castles, Jakhu Hill etc. It is here where a traveller sees a happy co-existence of
the modern facilities with the old world charm.

Mussoorie: Its proximity to the national capital New Delhi has made Mussoorie a famous
and much more accessible holiday hub. Located in the amazing Himalayan range, at an
astounding 2500 meter height from the sea level, Mussoorie offers a happy weekend
outing with attractions that keeps the traveller engaged and pre-occupied. The major of
them are as follow: Gun Hill trekking, Kempty falls and trekking and a bit of shopping as
the markets are full of traditional stuff like the wooden decorative and gift items, brass
statues, ceramic vases, Garhwali Dresses and the ethnic Ladakhi Shawls.

Srinagar: Srinagar is the summer capital of Jammu and Kashmir. It is situated in the
Kashmir Valley and lies on the banks of the Jhelum River. The city is famous for its
gardens, lakes and houseboats. Srinagar is set around the beautiful Dal Lake, where
picturesque houseboats or shikharas carry tourists on boat rides around the lake. It is an
ideal summer getaway. Srinagar basically has an alpine weather, as the summers are mild
and winters are cold. The major tourist places are Shalimar Garden, Dachigam wildlife
sanctuary, Nishat Garden, Shankaracharya Temple, Cheshma Shahi and Pari Mahal. One
can even shop for indigenous crafts like hand-woven silks and embroidered shawls.

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 Hill Stations of Eastern India

Popular hill stations of Eastern India are Darjeeling, Gangtok, Kalimpong, Mirik, Shillong
and Tawang. Blue Mountains, lush green valleys and beautiful rivers are an integral part
of this region.

Darjeeling: Darjeeling, in West Bengal, is famous for its lush tea gardens. It is blessed
with a stunning view of Mount Kanchenjunga, the world’s third highest peak. Some of
Darjeeling’s most popular attractions include historic toy train, monasteries, botanical
gardens, a zoo, and the Darjeeling-Rangeet Valley Passenger Ropeway cable car (the
longest cable car in Asia).

Gangtok: Gangtok, the capital of Sikkim has emerged into the mainstream of the
Tourism Industry, with more and more tourist visiting this little Himalayan state every
year. The popular tourist attractions in Gangtok are Rumtek Monastery, Tsongo Lake,
Nathula pass, Flower Exhibition Centre etc.

Hill Stations of Western India

Hill stations located in Western India are an interesting blend of fantastic

natural splendor, peace and adventure. Some of the most popular hill stations in West
India are Khandala, Lonavala, Mahabaleshwar, Matheran, Panchghani, Panhala and
Saputara.

Mahabaleshwar: The highest hill station in the Western Ghats of Maharashtra,

Mahabaleshwar is situated at 1372 meters around Lake Venna. Mahabaleshwar is
Sanskrit for God of Great Power. It Covers 10 sq km of area. There are 30 valley viewpoints
with panoramic vistas scattered around the hill station and their access roads make for
shady, pleasant walks and treks. The area has strong historical connections with Shivaji,
the heroic Maratha warrior king. The Britishers built various mansions, cottages and
bungalows around the town, lending it a charming, sophistication.

Matheran: It is the closest hill station to Mumbai in Maharashtra. Matheran offers

plenty of walking trails and lookouts. The most unique thing about it and what makes
it so special, is that all vehicles are banned there - even bicycles. It’s a soothing place to
relax away from any noise and pollution.

Hill Stations in Southern India

South India is blessed with some of the most popular hill stations like Anantagiri,
Coonoor, Coorg, Idukki, Kodaikanal, Munnar, Ooty and Peermade to name a few. Tourists
from all parts of the globe come here to enjoy the splendid beauty of these hill stations.

Munnar: The surrounding region of Munnar is renowned for its sprawling tea
plantations. The Kundala Tea Plantations, which border a picturesque lake, offers the
best opportunity to see the tea being picked and processed, and to try fresh tea straight

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 from the gardens. The area is blessed with the natural beauty of winding lanes, misty
hills, and forests full of exotic plants and wildlife.

Ooty: Ooty was established in the early 19th century by the British as the summer
headquarters of the Chennai government. It is Located in the Western Ghats at a height
of 7,500 ft. Ooty nestles in an amphitheater created by four majestic hills-Doddabetta,
Snowdon, Elk Hill and Club Hill. These hills are part of the Nilgiri ranges that are really
the meeting point for the Western and the Eastern Ghats.

Ooty’s most popular attractions include the 22 hectare Government Botanical Gardens
(a flower show is held there every May as part of the Summer Festival), boating on Ooty
Lake, and climbing Dodabetta Peak for an excellent view of the Nilgiri hills

Review Question
1. State important reasons that make hill stations attractive for tourists during
summers.

2.4 Major Wildlife Destinations in India

India is home to several fabulous wildlife sanctuaries and national parks, which makes
this country a nature lover’s paradise. The wildlife sanctuaries in India are home to
around two thousand different species of birds, 3500 species of mammals, nearly
30000 different kinds of insects and more than 15000 varieties of plants. Travelers
from all across the globe come to India to take a look at its rich wildlife and natural
vegetation.

There are as many as 80 national parks and over 441 wildlife sanctuaries in India,
covering nearly 4.5% of the total geographical area of the country. Scattered all across
the country, these sanctuaries and parks attracts the tourists with their beautiful
landscapes, amazing rock formation and diverse range of flora and fauna.

These sanctuaries and forest reserves are home to several endangered species of
animals and birds like the Asiatic Elephant, the Royal Bengal tiger, the Snow Leopard
and the Siberian Crane. Many of the forest reserves and wildlife sanctuaries of India are
famous for some particular species of animals. For instance, the Kaziranga in Assam is
known for the Indian Rhinoceros, while Periyar in Kerala is famous for its elephants.

Wildlife in North India

Naturally blessed this part of India is home to the vast Himalayas and the great Gangetic
Plains. Due to its favorable climatic conditions and topographical diversity North India
supports a rich mix of flora and fauna. North India provides shelter to some of the finest
and the rarest wildlife and wildlife sanctuaries. Some of the species unique to this part of

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 the country are; bluesheep, Himalayan marmots, snow partridges, snow leopards, goats
like ibex, Himalayan wolfs, makhor, etc. The list of most popular wildlife sanctuaries in
North India include; Jim Corbett National Park, Ranthambore National Park and
Bharatpur National Park.

Wildlife in East India

Unique and diverse the wildlife of East India attracts millions of tourist from different
parts of the globe. Home to some of the finest endangered species like Hispid
Hare, Pigmy Hog, the One-horned Rhinoceros and the Wild Buffalos the wildlife in
this part of the country is very different from the rest of India. The two most
important wildlife sanctuaries in East India are the Sundarbans and the Kaziranga
Wildlife Sanctuary.

Wildlife in South India

South India houses a fascinating wildlife that consists of about 500 species of mammals,
1225 varieties of Birds and 1600 types of reptiles. Some of the famous wildlife
sanctuaries in the southern part of India include; The Periyar Wildlife Sanctuary,
Bandipur Wildlife Sanctuary and the Dandeli Wildlife Sanctuary.

Wildlife in West India

Western part of India resides more than 40 mammals species and about 450 birds
species. Blessed in terms of topography and climate West India is home to some of the
most popular wildlife sanctuaries in India. There are about 300 Asiatic Lions in the
Sasangir Wildlife Sanctuary which is situated in Gujarat. The other important wildlife
sancturies in West India include; Dhangadhra Sanctuary the Velavadar National
Park Marine National Park and Sanctuary and many more.

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 Session-2
2.5 Famous Forts and Palaces in India
1. Hawa Mahal, Jaipur
Known as Jaipur’s signature building, the Hawa Mahal, is a multi-layered palace, built
by Sawai Pratap Singh, who was grand son of Sawai Jai Singh and son of Sawai Madhoo
Singh in 1799 AD and Mr. Lal Chand Usta was the architect. The inside of the building
has a series of corridors with windows overlooking the street. Its purpose was simply
to allow the royal women a view of ceremonial processions while seated behind the
small windows without themselves being seen.

Famous for it’s beehive like structure, the Hava Mahal is interplay of red and pink sand
stone, carefully and painstakingly outlined with white borders and motifs.

2. Red Fort, Delhi

The red sandstone edifice is one of the major Mughal structures built by Emperor
Shah Jahan within the walled city of Old Delhi. It is also a major attraction of India’s
Independence Day celebrations. The name comes from the massive red sandstone
walls, some up to 110 feet high, which surround this magnificent piece of Mughal
architecture. The palace is made of white marble and decorated in gold and precious
stones. Shah Jahan’s throne lay in the middle of the palace, and on the ceiling above was
written in gold lettering “If there is a paradise on earth, it is this, it is this, it is this.” The
Red Fort is one of the most magnificent palaces in the world.

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 3. Agra Fort, Agra
The Fort in Agra is one of the earliest surviving Mughal buildings in the city. Agra Fort
also represents the first major building project of Emperor Akbar, though remains of
only a few buildings built by him now survive.

Agra Fort was built on an earlier castle site in AD 1565-75, apart from other important
units the massive fortress contains ‘Jahangiri Mahal’, ‘Khass Mahal’, ‘Diwan-e-Khass’,
‘Diwan-e-Am’, ‘Machchhi Bhawan’ and the breathtaking Moti Masjid or Pearl Mosque.

4. City Palace, Jaipur

The City Palace of Jaipur lies in the heart of the pink city. With architectural décor of
arched, pillared halls and courtyards with painted doorways this palace is one of the
best examples of witnessing a blend of Rajasthani and Mughal architectural styles.
The City Palace sprawls over one-seventh of the area of the walled city. It houses the
Chandra Mahal, Shri Govind Dev Temple and the City Palace Museum.

5. Golconda Fort, Hyderabad

Golconda Fort is a majestic monument, which lies on the western outskirts of Hyderabad
city. It speaks of a great cultural heritage of 400 years and is regarded as a place worth
visiting. Built by Mohammed Quli Qutub Shah in 1525, Golconda Fort stands as the
epitome of Nawabi culture and grandeur. The magnificent architecture of the Golconda
fort is manifest in its acoustic system, the structural grandeur of the palaces and
ingenious water supply system. Golkonda fort was famous for its diamond trade and
the ‘Kohinoor’ diamond is said to have come from here. One is perplexed to see the
meticulous details of the architecture and the fading gardens, which were once upon a
time replete with sprawling lawns and playing fountains.

6. City Palace, Udaipur

The City Palace stands on a low ridge all along the shores of the Pichola Lake. It is
known as the largest palace complex in Rajasthan with a huge structure consisting of
several palaces within.

7. Singhgad Fort, Maharashtra

Earlier known as Kondana, Singhagad is a hill fort situated at a height of 4,322 feet and
commands magnificent views that makes it an ideal holiday resort.

2.6 Temples and Religious Places

India is a nation that believes in the ideology of unity in diversity. It is an abode to
different religions, cultures, traditions, ethnic values and customs. Over 80% of India’s
population practice Hinduism. Other major religions in India are Sikhism, Jainism,
Christianity, Buddhism and Islam.

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 There are a large number of temples, mosques, gurudwaras, churches and monasteries
which are visited by people from different religions. These religious sites are the places
where the physical world meets the spiritual world and where the hearts are filled with
divine holiness and spirituality. The secular India believes in the philosophy of sarva
dharma sambhava, which means equality and respect for all religions. The religious
places in India are not confined to any particular region or state but are spread across
the country.

Following are some religious places categorized on the basis of religions and beliefs in
India:

Hinduism
Char Dhams: For a Hindu, Char Dham Yatra is a complete pilgrimage. The four
pilgrimage sites are located in four different directions.
• Badrinath Temple: Located in Uttarakhand, it is a temple dedicated to Lord
Vishnu.
• Jagannath Temple: Dedicated to Lord Jagannath in Puri, Odisha; it is popular
for its annual Rath Yatra.
• Rameswaram Temple: Located in Rameswaram in the South, it is dedicated to
Lord Shiva.
• Dwarakadhish Temple: This temple, dedicated to Lord Krishna, is situated in
Dwarka, Gujarat.
In the Himalayas, there is a pilgrimage circuit in Uttarakhand, known as Chota Char
Dham- Badrinath, Kedarnath, Gangotri and Yamunotri.
Amarnath: Located in Jammu and Kashmir, the holy shrine Amarnath is devoted to
Lord Shiva. Every year, a yatra to the Amarnath cave is held for the pilgrims to worship
the ice stalagmite Lingam.
Vaishno Devi: Situated on the Trikuta Mountains in Jammu and Kashmir, this shrine is
dedicated to Maa Vaishno. There are three natural rock formations known as Pindies
which are worshipped here.
Kamakhya Temple: Located in Guwahati, Assam, it is one of the oldest Shakti Peethas
dedicated to Goddess Kamakhya. Thousands of tantra devotees attend the annual
festival, Ambubachi Mela, held in this temple.
Tirumala Venkateswara Temple: Located in Tirupati, this temple is devoted to Lord
Venkateswara, who is also known by different names such as Balaji, Srinivasa and
Govinda.
Siddhivinayak Temple: Devoted to Lord Ganesha, this is one of the most popular
temples in Mumbai. It has also gained popularity due to visits by politicians and
bollywood celebrities besides common people.

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 Shirdi Sai Temple: Located in Shirdi, Maharashtra, it is a holy shrine of Shirdi Sai Baba.
The temple, visited by a large number of devotees every year, is spread in an area of
approximately 200 sq. meters.
Somnath Jyotirlinga: Dedicated to Lord Shiva, this place, located in Gujarat, is a source
of spirituality and divinity among many Hindu pilgrims. It is the first among the twelve
jyotirlinga shrines of Shiva in the country.

Meenakshi Amman Temple: The Meenakshi Amman Temple in Madurai is dedicated

to Goddess Parvati who is also known as Meenakshi.

Brahma Temple: The Brahma Temple in Pushkar is the only temple in the world
dedicated to the deity. The temple is believed to be about 2000 years old.

Sabarimala Sree Dharma Sastha Temple: Dedicated to Lord Ayyappa, it is the most
popular of the Sastha temples in Kerala. It is one of the only temples in India which is
open for people of all religions and faiths.

Kumari Amman Temple: It is the most famous temple in Kanyakumari, devoted to

Goddess Kumari Amman, also known as Kumari Bhagavathy Amman. It is one of the
Shakti Peethas in India, and is the first Durga Temple made by Lord Parasurama.

Shakti Peethas: There are more than 50 Shakti Peethas in India. They are dedicated
to goddess sati or Shakti. Some of the Shakti Peethas are Chhinnamastika Shakti Peeth
at Chintpurni in Himachal Pradesh; Mahalakshmi Temple in Kolhapur, Maharashtra;
Kamakshi Amman Temple in Kanchipuram, Tamil Nadu; Chamundeshwari Temple in
Mysore, Karnataka; Vishalakshi Temple in Varanasi, Uttar Pradesh; Jwala Ji Temple
in Himachal Pradesh; Nandikeshwari Shakti Peeth in Nandipur, West Bengal; Vimala
(Bimala) Temple in Puri, Odisha; Kalmadhava Shakti Peeth in Amarkantak, Madhya
Pradesh and many more.

Mathura-Vrindavan: Lord Krishna was born in Mathura and spent his childhood in
Vrindavan. These places have many temples dedicated to Lord Krishna and his beloved
Radha.

Haridwar: It is located in Uttarakhand and is considered as an ideal place to start a

pilgrim journey to Mount Kailash.

Varanasi: Also known as Kashi, this ancient city is also referred as the holy city of India.
The ghats and the temples of the city attract large number of Hindu devotees.

Besides the above mentioned prominent places, there are innumerable temples in India
and religious destinations like Allahabad, Ujjain, Nashik, Rishikesh, Gaya, Madurai,
Mahabaleshwar and many more hold their significance and importance especially
among the Hindus.

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 Islam

Hazratbal: The shrine of Hazratbal is located in Srinagar and is popular because it

contains the relics of Prophet Mohammad. The devotees are allowed to view the
relic only once a year and therefore, it attracts a large number of pilgrims during this
occasion.

Jama Masjid: Built by Mughal Emperor Shah Jahan, this mosque is located in Old Delhi.
It contains some relics of the Muhammad and can accommodate thousands of devotees
to worship together.

Cheraman Juma Masjid: Situated in Kerala, it is considered to be the first mosque in

India. Malik Ibn Dinar, the first follower of Prophet Muhammad built it in 629 A.D.

Taj-ul-Masajid: This mosque in Bhopal, Madhya Pradesh is one of the biggest mosques
in Asia. The literal meaning of the name of this mosque is crown-among-mosques.

Mecca Masjid: This Hyderabad-based masjid is one of the largest masjids in India. It
is constructed from the bricks which were made by the soil brought from Mecca, the
holiest Islamic site.

There are numerous mosques and dargahs in India. Some of the important mosques in
India are Aasfi Masjid, Lucknow; Charminar, Hyderabad; Moti Masjid, Delhi; Sir Syed
masjid, Aligarh; Tipu Sultan Shahi, Kolkata and many more.

Sikhism

Golden Temple: The Golden Temple of Amritsar, also known as Harminder Sahib, is
considered as the most prominent shrine of the Sikhs. The four doors of the temple
symbolise that it is open for people of all religions and beliefs.

Anandpur Sahib: It is known as ‘the holy city of bliss’ and is a part of Rupnagar district
in Punjab. Takht Sri Keshagarh Sahib is the main gurudwara and major attraction in
Anandpur Sahib.

Damdama Sahib: Located in Bhatinda, Punjab, it is the ‘Seat of Temporal Authority’

and is one of the most revered takhts of the Sikhs.

Patna Sahib: Takht Patna Sahib, also known as Takht Sri Harmandir Ji, is the birthplace
of the tenth guru Sri Guru Gobind Singh and is situated in Patna, Bihar.

Hazur Sahib: Takht Sachkhand Shri Hazur Abchalnagar Sahib is located in Nanded,
Maharashtra, and is one of the five takhts of the Sikhs. It is also one of the highest
temporal seats of authority and is the place where Guru Gobind Singh Ji took his last
breath.

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 Hemkund Sahib: Located in Chamoli district of Uttarakhand, it is dedicated to the
tenth Sikh Guru, Guru Gobind Singh Ji.

Gurudwara Paonta Sahib: The Paonta Sahib Gurudwara is dedicated to Guru Gobind
Singh Ji and is situated in Sirmour district of Himachal Pradesh. It has a religious
significance as it houses the book Dasam Granth, written by Guru Gobind Singh Ji.

Bangla Sahib Gurudwara: Located in central Delhi, this place earlier belonged to
Raja Jai Singh but was later transformed into a gurudwara in the memory of Guru Har
Kishan Ji.

Rakab Ganj Gurudwara: This Delhi-based gurudwara stands as homage to Guru Tegh
Bahadur as his headless body was incinerated here after he was slaughtered by the
Mughals.

Sis Ganj Gurudwara: It is one of the oldest and the historical gurudwaras in Delhi. It
is dedicated to Guru Tegh Bahadur and his disciples who were beheaded in Chandni
Chowk by the Mughals.

Christianity

Bascilica of Bom Jesus: Located in Goa, it is the first Indian church to be brought to the
status of Minor basilica and is known for the tomb of St. Francis Xavier.

St. Cajetan Church: This Goa-based Church has a structure similar to that of St. Peter’s
Church in Rome. The church is an example of Renaissance and Christian architecture.

St. Francis of Assisi: Located in Goa, it is a former palace of the Archbishop and connects
the Se Cathedral to the Church of St. Francis of Assisi and the Convent. It was a convent
before but later converted into a church in 1521 for the Franciscan friars.
Santa Cruz Basilica: This church in Kerala was originally built by the Portuguese and
elevated to a cathedral in 1558 AD by Pope Paul IV. After experiencing demolition and
reconstruction, it was finally proclaimed a Basilica by Pope John Paul II in 1984.
Little Mount Church: The Shrine of Our Lady of Good Health is a popular church in
Chennai and is one of the oldest churches in the country.
Cathedral Church of St. Thomas: This is the first Anglican Church of the Mumbai city.
Its foundation was laid in 1672 and was completed in 1718 after which it was open for
general public.
Christ Church & St. Michael’s Cathedral: Situated on the popular Mall Road of Shimla,
Himachal Pradesh, this church is considered to be the second oldest church of North
India.

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 Cathedral of the Sacred Heart: This Roman Catholic cathedral is one of the oldest
churches in Delhi. Here, the Christian religious services are held throughout the year.
Kanpur Memorial Church: It was originally known as All Souls’ Cathedral and was
built in 1875 in the honour of the British who lost their lives during the war of 1857.
Other popular churches in India are Church of St. Andrew, Church of St. Francis
Xavier, Cathedral Church, Church & Cathedral of St. Monica, The Chapel of Our Lady
of the Mount and Mater Dei Church. All these churches are located in Goa. Some other
renowned churches outside Goa are Catholic Church, Sardhana; St. Joseph’s Roman
Church, Gorakhpur; St. Thomas Shrine, Palayur; St. Francis Church, Cochin; Parumala
Palli, Kerala; Santa Cruz Basilica, Cochin and many more.
Buddhism
Bodh Gaya: It is the biggest pilgrim center for the Buddhists in Bihar, and holds
significance as Gautama Buddha is believed to have obtained ‘enlightenment’ here
under the ‘bodhi tree’.
Sarnath: Sarnath in Uttar Pradesh is a place where Buddha delivered his first teaching
on Dharma.
Kushinagar: This place in Uttar Pradesh holds religious significance as here Gautama
Buddha breathed his last and attained Parinirvana after his death.
Jainism
Vaishali: Vaishali in Bihar is the birthplace of the last Jain Tirthankara, Mahavira, and
is therefore an important religious place for the Jains. It also holds significance for the
Buddhists as Gautama Buddha preached his last sermon here before his death.
Pavapuri: This is a holy place in Bihar where Lord Mahavira attained salvation.
Besides these places, there are many other famous Jain temples in the country. Few of
such renowned temples are:
Gomateshwara Temple: Lord Gomateshwara or the Great Bahubali is located at
Shravanabelagola, Karnataka and is one of the largest temples in the city.
Sonagiri Temples: There are many Digamber Jain temples scattered along with the
main temple in Sonagiri, Madhya Pradesh. These are white coloured temples situated
on a hill.
Lal Mandir: Sri Digambar Jain Lal Mandir situated in Chandni Chowk, New Delhi, is
dedicated to Lord Parshavanath.
Palitana Temples: Dedictaed to Svetambara Jains and situated in Bhavnagar, Gujarat,
they are about thousand in number and are scattered on Shatrunjaya hills. The Jains

28
 believe that a visit to these temples at least once in a lifetime is essential in order to
attain salvation or nirvana.
Bawangaja Temple: It is known for the world’s tallest statue of first Jain Tirthankar,
Adinatha and is situated in Barwani district of Madhya Pradesh.
Judaism
The religious places of the Jews were divided and built by three different Jewish groups:
Cochin Synagogues: The Paradesi Synagogue in Cochin (Kochi) is the oldest synagogue
in Commonwealth of Nations. The people of Cochin Jewish community or the Malabar
Yehudan built it in 1567.
Bene Israel Synagogues: In the late 18th to early 19th centuries, the Bene Israel Jews
settled in Ahmedabad, Mumbai and Pune and built most synagogues in the country.
Sha’ar HaRachamim, Mumbai; Magen Abraham, Ahmedabad; and many more in Konkan,
Panvel and Alibag, Maharashtra; are few of the synagogues of Bene Israel.
Baghdadi Synagogues: The Sassoon family (descendants of Iraqi Jews) supported
the construction of the Baghdadi synagogues in India. These synagogues generally
have Holy Arks where Sefer Torahs are stored. The Magen david Synagogue in Byculla,
Maharashtra; the Keneseth Eliyahoo Synagogue in Mumbai and the Ohel-david
Synagogue in Pune are some of the Baghdadi Synagogue in India.
Sufism

Dargah of Moinuddin Chisti: Popularly known as Ajmer Sharif, this Dargah has a
belief that no prayer gets unanswered here. The grave (Maqbara) of Moinuddin Chisti,
a revered saint, is situated in the shrine. Not only Muslims, but people from different
religions offer their prayers at this holy place.

Haji Ali Dargah: Located on an islet in Mumbai, it is one of the recognisable landmarks
of the city. The tomb of Shah Bukhari and Sayed Peer Haji Ali are situated in this dargah.
Thousands of devotees visit this shrine every year to offer Chaddar and prayers.

Nizamuddin Dargah: Located in Delhi, it is a shrine of Sufi saint Hazrat Nizamuddin

Auliya.

Chirag-i-Delhi Dargah: This Delhi-based dargah is a mausoleum of Sufi saint Hazrat

Nasiruddin Mahmud Chiragh Dehlavi, who is titled as Raushan Chirag-i-Dilhi, which
means the illuminated lamp of Delhi.

Piran Kaliyar Sharif: Situated a few kilometers away from Roorkee at Kaliyar village
in Haridwar, it is a dargah of sufi saint Alauddin Ali Ahmed Sabir Kalyari, the first saint
of the Sabiriyan branch of Chishti Order.

Front Office Operations 29

 Hazrat Bu-Ali Shah Qalandar: This dargah in Panipat, Haryana, belongs to sufi saint
Sheikh Sharafuddeen Bu Ali Qalandar and was built by a Mughal general, Mahabat Khan.
Tarkeen Dargah: Dedicated to Khwaja Hamiduddin Nagauri, disciple of Khwaja
Moinuddin Chisti of Ajmer. A major attraction of the dargah is a leafless tree which
covers the entire mazaar.
The Sufi dargahs or religious places are open for all. Hence, they are visited by people
with distinct religious beliefs in large numbers.
Zoroastrianism
The place of worship of the Zoroastrians is known as fire temple. There are about 150
fire temples in India with majority of them in Mumbai and Gujarat. Some of the popular
fire temples in India are Iranshah Atash Behram, Udvada; Vakil Atash Behram, Surat;
Maneckji Nusserwanji Chinoy Fire temple, Hyderabad; Seth Hormasji Bomanji Wadia,
Mumbai; Mobed Minocherhomji Adarian, Navsari and many more.
Bahá’í
The Lotus Temple: This Bahá’í House of Worship, built in 1986 in New Delhi, is notable
for its flowerlike shape. A large number of people visit this temple everyday despite
their religion and faith.

2.7 Pilgrimage Tourism

Pilgrimage can be defined as, “a journey to a sacred place or shrine of importance to a
person’s beliefs and faith”. Members of every major religion participate in pilgrimages.
‘A person who makes such a journey is called a pilgrim’. India is the most popular in
pilgrimage tourism because it is the land of every religion like Sikh, Muslim, Christian,
Hindu, Buddhist and Jain.
Pilgrimage, despite its prominence and changing-nature, can be seen to have a number
of key characteristics that define it and differentiate from other forms of human
behaviour. While these elements maybe found in other activities, it is their combination
that make pilgrimage so unique.
Characteristics
1. Movement: Pilgrimage is a performed activity that is traditionally associated
with a long-distance journey and different rituals. As a phenomenon, it is basically
about physical movement. Pilgrims travel to a certain place. In this setting, the
journey is considered to be an important part, if not the most important part. For
example, thousands of pilgrims trek up to the Vaishno Devi shrine in Jammu, with
the journey being seen as the defining element.
2. Place: Specific places are considered to be holy, that is, they are different from
normal places and are worthy of being visited. The sacred nature of the location

30
 is usually due to some supernatural event, such as the presence of a deity or a
divine/holy figure, or an apparition or a miracle. Mecca or Guadalupe, Mexico,
for example, are treated differently to other places, they are distinct and special.

3. Meaning: There is a deep motivation and understanding at the core of pilgrim.

It involves the belief in something and the search for an authentic, meaningful
experience. Traditionally, religious or spiritual pilgrims were motivated by
desires to encounter the divine, to do penance for transgressions or to gain some
spiritual or corporal favour. Hindus bath in the waters of the Ganges river in
Northern India to wash away their sins.
4. Transformation: A transformative or otherwise significant experience is part
of pilgrimage. People travel to encounter something outside of their ordinary
lives. The journey and the challenges associated with it are designed to prepare
you for the main site. On returning from pilgrimage, the pilgrim is supposed
to be spiritual renewed, essentially returning as a new person who has been
transformed through their experience.
5. Embodiment: Pilgrimages are very physical and corporeal things. They involve
long journeys and complex rituals. Pilgrims walk long-distances, they pray in certain
ways, they fast or eat prescribed foods, they wear certain clothing, they bath.

Summary
This unit highlights India’s resources for developing tourism have a great potential.
Apart from diversities of weather and climate, there is a rich biodiversity consisting
of protected plants, wild animals and birds in areas of wilderness away from clusters
of human population. Also, the scenic landscape reserves of mountains, their peaks
and snowy slopes, hills, and long coastline with some of the popular beaches draw the
attention of the tourists including wetlands of many types. The historic remains in the
form of old forts, palaces and Havelis, are other resources in the lot. Our rich cultural
heritage extending over centuries of history is another great weather enriching Indian
tourism. The increasing numbers of incoming tourists have brought jobs for millions
of local people directly or indirectly. All these resources of modern tourism are of great
relevance for earning revenue particularly in the current era of world-wide economic
reforms. We have also learnt in this unit that travel is also influenced by Pilgrimage for
the reasons of Wish fulfillment and spiritual reasons.

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Review Questions
1. Name the followers of different faiths for whom the following places are most
sacred :
(i) Sarnath (_________) (ii) Amritsar (_________) (iii) Somnath (_________)
(iv) Ajmer (_________) (v) Old Goa (_________)
2. Name the four major centers of Hindu pilgrimage at the extremes of four cardinal
directions.
(i) _____________________________________________
(ii) _____________________________________________
(iii) _____________________________________________
(iv) _____________________________________________
3. What do you understand by Pilgrimage?
4. Enlist any three the pilgrimage sites of each religion.

Practical Activity
• Mark the famous Beaches, Hill Stations and wild life destination on the map of
India.
• Visit a nearby mall/retail store and make 3 lists of clothes and items you would
like to buy for your visit to a Beach, Hill station and wild life sanctuary.
• Mark the famous Forts, Palaces, Temples and Religious places on the map of
India.
• Prepare a collage with the pictures of Forts and Palaces in India.
• Prepare a collage of pictures of the Char Dhams of India
• Visit a nearby well known temple or religious place and prepare a brief report
on the facilities over there for the visitors.

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UNIT 3
 Impacts of Tourism

Contents
3.0 Unit Overview and Description
3.1 Introduction
3.2 Economic Impact
3.3 Social Impact of Tourism
3.4 Cultural Impact of Tourism
3.5 Political Impact
3.6 Environmental Impact
3.7 Sustainable Tourism

3.0 Unit Overview and Description

Tourism is generally considered to be a beneficial activity. Most of us believe that
Tourism is an ideal land use activity which is non-polluting, employment generating,
builds the national economy and a foreign exchange earning Industry. However, the
experiences of the past several decades have led to the realization that Tourism in
the form of mass and uncontrolled movement of people results in environmental,
economical, social and cultural impacts at the destinations. The impact can be both
favorable and adverse which depends upon the type of tourism that is promoted at the
destination. The way the tourism at a destination is managed is also one of the major
factor that leads to problems. Therefore it is important that all the Tourism professional,
Tourists, and hosts should be familiar with the impacts of tourism. In this you will be
able to understand these impacts along with knowledge of sustainable tourism

Resource Material

1. Introduction to Tourism & Hospitality Industry – Sudhir Andrews.

2. Hotel Front Office Operations and Management – J.R. Tewari.
3. Foundation Course in Tourism, Block 2 – IGNOU.
4. Tourism in India: Trends and Issues – Dharmrajan and Seth.

Front Office Operations 33

 Session-1
3.1 Introduction
The impact of tourism focuses on the specific change that tourism and tourists have
initiated in the community this in particular explores the areas of work and property,
power and conflict, social identity and family and belief. It has a multitude of impacts,
both positive & negative, on people’s lives and on the environment. As such, tourism
can have very opposite effects according to the way activities are managed. Managed
well, tourism can play a positive role in the socio, cultural, economical, environmental
and political development of the destination and as such represents a significant
development opportunity for many countries and communities. On the contrary,
unchecked tourism development can lead to very damageable impacts.

Overcrowding, misuse of natural resources, the construction of buildings and

infrastructure, and other activities associated with tourism, produce impacts on the
environment. These impacts may be not only physical, but also economic and socio-
cultural. In general, the impacts of tourism vary according to the number and nature
of tourists and the characteristics of the site. The individual tourist normally has a
relatively small impact. Problems arise, however, if the number of tourists is large or
the resource overused. Thus although tourism can be a lucrative source of revenue, it
can also represent a major management problem.

3.2 Economic Impact

Tourism has been traditionally viewed as a great force in promoting understanding
among nations and, within, the national boundaries, Facilitating emotional integration.
But its economic importance has been less commonly understood. However, in recent
times, tourism has been accepted as an important driver of economic development.
It has been recognized for its contribution towards employment generation, foreign
exchange earnings, and income generation. This is credited to be the reason for giving
it the status of an industry.
Let us now understand how Tourism has been influencing the economy of the
destination, both positively and negatively.
Positive economic impacts of tourism relate to foreign exchange earnings, contributions
to government revenues, and generation of employment and business opportunities.
These are discussed briefly here:

1. Foreign Exchange Earnings

An important indicator of the role of international tourism is its generation of foreign

exchange earnings. Tourism is one of the top five export categories for as many as
83% of countries and is a main source of foreign exchange earnings for at least 38% of
countries.

34
 2. Contribution to Government Revenues

Government revenues from the tourism sector can be categorized as direct and indirect
contributions. Direct contributions are generated by taxes on incomes from tourism
employment and tourism businesses, and by direct levies on tourists such as departure
taxes. Indirect contributions are those originated from taxes and duties levied on goods
and services supplied to tourists.

3. Employment Generation

The rapid expansion of international

tourism has led to significant
employment creation. Tourism
can generate jobs directly through
hotels, restaurants, nightclubs, taxis,
and souvenir sales, and indirectly
through the supply of goods and
services needed by tourism-related
businesses. According to the WTO,
tourism supports some 7% of the
world’s workers.

4. Stimulation of Infrastructure Investment

Tourism can induce the local government to make infrastructure improvements such
as better water and sewage systems, roads, electricity, telephone and public transport
networks, all of which can improve the quality of life for residents as well as facilitate
tourism.

5. Contribution to Local Economies

Tourism can be a significant, even essential, part of the local economy. Money is earned
from tourism through informal employment such as street vendors, informal guides,
rickshaw drivers, etc. This way the money is returned to the local economy, and has a
great multiplier effect as it is spent over and over again.

Negative economic impacts of tourism relate to rise in prices of essential commodities,

seasonal character of employment, local population deprived of benefits.

1. Seasonal Character of Jobs

The seasonal character of the tourism industry creates economic problems for destinations
that are heavily dependent on it. Problems that seasonal workers face include job (and
therefore income) insecurity, usually with no guarantee of employment from one season
to the next, difficulties in getting training, employment-related medical benefits, and
recognition of their experience, and unsatisfactory housing and working conditions.

Front Office Operations 35

 2. Infrastructure Cost

Tourism development can cost the local government and local taxpayers a great deal
of money. Developers may want the government to improve the airport, roads and
other infrastructure, and possibly to provide tax breaks and other financial advantages,
which are costly activities for the government. Public resources spent on subsidized
infrastructure or tax breaks may reduce government investment in other critical areas
such as education and health.

3. Increase in Prices

Increasing demand for basic services and goods from tourists will often cause
rise in price that negatively affect local residents whose income does not increase
proportionately. Tourism development and the related rise in real estate demand may
dramatically increase building costs and land values. Not only does this make it more
difficult for local people, especially in developing countries, to meet their basic daily
needs, it can also result in a dominance by outsiders in land markets and in-migration
that reduces economic opportunities for the locals.

4. Economic Dependence of the Local Community on Tourism

Diversification in an economy is a sign of health, however if a country or region becomes

dependent for its economic survival upon one industry, it can put major stress upon
this industry as well as the people involved to perform well. Many countries, especially
developing countries with little ability to explore other resources, have embraced
tourism as a way to boost the economy. In small island developing states, percentages
can range from 83% in the Maldives to 21% in the Seychelles and 34% in Jamaica,
according to the WTO.

3.3 Social Impact of Tourism

Tourism is related to the social system in a country and has definite impression on the
social system present in a society. In turn society has its influence on the human life
and it is evident from various formal and informal groups one comes across during the
course of life. Tourism has now become a status symbol. People travel as a reflection
of their prestige and standing in the society. But simultaneously with the development
of tourism, by allotting separate budget for tourism activity is more planned and
organized.

With the development of tourism many facilities are created to motivate people to travel
and get relieved from the stress and burden of modern materialistic life. By touring
different countries people get acquainted with different social customs and rituals.
This creates a strong bond of relationship and understanding with local community,
learning from each other and creates a sense of affinity among different nationals of the
world, an essential prerequisite for universal peace.

36
 Besides the preceding positive implications of Tourism on the Society, there are certain
negative impacts as well, which are:

1. Changing Family System and Lifestyles

With the invention of modes of Transport and with increased urbanization many joint
families are broken into nuclear families.

2. Influx of Anti- Social Elements

Under the disguise of tourist, anti-social elements are entering into various target
countries to spoil the peace and harmony in the society.

3. Spread of Diseases in Host Countries

With the movement of people, various types of diseases are also spreading and create
health related problems among the residents of the host country.

4. Increase in Crime and Illicit Activities

At many destinations social tensions emerge in the form of , increase in begging,

molestation, prostitution, cheating, drug peddling, gambling, mugging of tourists,
alcoholism etc.

5. Demonstration Effect Seen in Locals

Tourism creates a condition where residents may try to copy tourist behavior and
spending patterns, at the same time resenting their inability to do so and lacking
comparable purchasing power. This is known as “Demonstration effect”.

3.4 Cultural Impact of Tourism

From time immemorial, India has been considered the land of ancient history, heritage,
and culture The growing relationship between tourism and culture, have become major
drivers of destination attractiveness and competitiveness. The concept of cultural
tourism has gained prominence as people are interested to know and get familiar with
the life style, arts, music, customs and festivals of different parts of the world. Tourism
allows exchange of cultures in promoting greater awareness on both sides.

The ministry of Tourism and Culture, Govt. of India in recent years has launched the
‘Incredible India!’ campaign and this has led to the growth of culture tourism in India.
India has had many rulers over the centuries and all of them made an impact on India’s
culture. One can see the influence of various cultures in dance, music, festivities,
architecture, traditional customs, food, and languages. It is due to the influence of all
these various cultures that the heritage and culture of India is exhaustive and vibrant.
This richness in culture goes a long way in projecting India as the ultimate cultural
tourism destination given boost to tourism in culture in India.

Front Office Operations 37

 The most popular states in India for cultural tourism are Rajasthan, Tamil Nadu, Uttar
Pradesh, Uttaranchal Among the various states for cultural tourism in India, Rajasthan
is the most popular. The reason for this is that Rajasthan is famous for its rich cultural
heritage. The state is renowned for many magnificent palaces and forts which showcase
the rich cultural heritage of Rajasthan. The various folk songs and music also reflect the
cultural heritage of Rajasthan. A large number of festivals and fairs are held in Rajasthan
such as the camel festival, Marwar festival, and Pushkar festival. All these attract many
tourists to Rajasthan for they get to see the rich culture of the state.

Tamil Nadu is also famous for cultural tourism in India, for it shows the Dravidian
tradition and culture. It has many temples which mirror the rich cultural heritage of
India. Uttar Pradesh has a lot of tourist places which also testify to the rich culture of
the country. The most famous monument is the Taj Mahal in Agra. Cities like Varanasi,
Allahabad, Vrindavan, and Ayodhya in Uttar Pradesh also attract a large number of
tourists for they encapsulate beautiful vignettes of India.

Uttaranchal is also famous for cultural tourism India. This state has the Himalaya
mountains which are called the abode of the Gods. Many ancient temples are found in
the Kumaon and Garhwal regions of the state.

There are several positive implications of tourism on culture. It helps to promote the
culture of a country. There is an exchange of cultures as a tourist travel to different
place. He/ She learns new culture at the same time imports one’s own culture into the
local community. Cultural Tourism promotes the handicrafts and local art.

However, the negative implications are diluting the positives and damage the original
artwork. Some such negative impacts are:

38
 1. Threat to the Traditional Socio-Cultural Values

Increase in tourism poses a threat to the traditional socio-cultural values.

2. Dilution of the Original Culture

Tourism leads to the dilution of the original culture due to continous mingling of diverse
cultures.

3. Transformation of the Local Art

Tourism leads to the transformation of the local art and craft, traditions and rituals to
suit the demands of a tourist, which affects its originality.

Review Questions
1. Mention some of the culture related problems that emerge in tourism.
2. How Local culture is affected by Tourism?

Session-2
3.5 Political Impact
Political factors can lead to huge impacts on tourism development. The factors are
the policies in encouraging tourism activities such as investment in tourism related
infrastructures, openness in travel visa applications and favourable foreign tourism
investment, relationship with neighbouring countries, terrorism and security and
religious tolerance. Finally, the political stability of the country in particular is the
major factor.

Government policies can affect both inbound and outbound tourism in two ways:

• Currency control (more common in Communist countries); and

• The necessity of obtaining visas.

The long-term political stability of a place will make it relatively more attractive both
for investors in tourism and for the tourists themselves. Wars with other nations, civil
war within the country/region or terrorism will quickly reduce the demand for travel
to that country or region

3.6 Environmental Impact

The quality of the environment, both natural and man-made is essential to tourism.
However, tourism’s relationship with the environment is complex. It involves many
activities that can have adverse environmental effects. Many of these impacts are
linked with the construction of general infrastructure such as roads and airports,
and of restaurants, shops, golf courses and marinas. The negative impact of tourism

Front Office Operations 39

 development can gradually destroy the environmental resources on which it depends.
It occurs when the level of visitor use is greater than the environment’s ability to cope
with this use within the acceptable limits of change. It can put enormous pressure on
an area and lead to impacts such as soil erosion, increased pollution, discharges into
the sea, natural habitat loss, increased pressure on endangered species and heightened
vulnerability to forest fires. It often puts a strain on water resources, and it can force
local populations to compete for the use of critical resources.

On the other hand, tourism has the potential to create beneficial effects on the
environment by contributing to environmental protection and conservation. It is a
way to raise awareness of environmental values and it can serve as a tool to finance
protection of natural areas and increase economic importance.

Some of the important issues that arise because of Tourism are listed below:

1. Depletion of Natural Resources

Tourism development can put pressure on natural resources when it increases

consumption in areas where resources are already scarce.

2. Water Resources

Water, and especially fresh water, is one of the most critical natural resources. The
tourism industry generally over uses water resources for hotels, swimming pools, golf
courses and personal use of water by tourists. This can result in water shortages and
degradation of water supplies, as well as generating a greater volume of waste water.

3. Local Resources

Tourism can create great pressure on local resources like energy, food, and other raw
materials that may already be in short supply. Because of the seasonal character of
the industry, many destinations have ten times more inhabitants in the high season

40
 as in the low season. A high demand is placed upon these resources to meet the high
expectations tourists often have (proper heating, hot water, etc.).

4. Land Degradation

Important land resources include minerals, fossil fuels, fertile soil, forests, wetland and
wildlife. Increased construction of tourism and recreational facilities has increased
the pressure on these resources and on scenic landscapes. Direct impact on natural
resources, both renewable and nonrenewable, in the provision of tourist facilities can
be caused by the use of land for accommodation and other infrastructure provision,
and the use of building materials.

5. Deforestation

Forests often suffer negative impacts of tourism in the form of deforestation caused by
fuel wood collection and land clearing. For example, one trekking tourist can use four
to five kilograms of wood a day.

6. Pollution

Tourism can cause the same forms of pollution as any other industry: air emissions,
noise, solid waste and littering, releases of sewage, oil and chemicals, even architectural/
visual pollution.

7. Air Pollution and Noise

Transport by air, road, and rail is continuously increasing in response to the rising
number of tourists and their greater mobility. Transport emissions and emissions from
energy production and use are linked to acid rain, global warming and photochemical
pollution. Air pollution from tourist transportation has impacts on the global level,
especially from carbon dioxide (CO2) emissions related to transportation energy use.
And it can contribute to severe local air pollution. Some of these impacts are quite
specific to tourist activities. For example, especially in very hot or cold countries,
tour buses often leave their motors running for hours while the tourists go out for an
excursion because they want to return to a comfortably air-conditioned bus.

Noise pollution from airplanes, cars, and buses, as well as recreational vehicles such
as snowmobiles and jet skis, is an ever-growing problem of modern life. In addition
to causing annoyance, stress, and even hearing loss for it humans, it causes distress to
wildlife, especially in sensitive areas. For instance, noise generated by snowmobiles can
cause animals to alter their natural activity patterns.

8. Solid Waste and Littering

In areas with high concentrations of tourist activities and appealing natural attractions,
waste disposal is a serious problem and improper disposal can be a major despoiler

Front Office Operations 41

 of the natural environment - rivers, scenic areas, and roadsides. For example, cruise
ships in the Caribbean are estimated to produce more than 70,000 tons of waste each
year. Solid waste and littering can degrade the physical appearance of the water and
shoreline and cause the death of marine animals.

In mountain areas, trekking tourists generate a great deal of waste. Tourists on

expedition leave behind their garbage, oxygen cylinders and even camping equipment.

9. Sewage

Construction of hotels, recreation and other facilities often leads to increased sewage
pollution. Wastewater has polluted seas and lakes surrounding tourist attractions,
damaging the flora and fauna. And sewage pollution can threaten the health of humans
and animals.

10. Aesthetic Pollution

Often tourism fails to integrate its structures with the natural features and indigenous
architectural of the destination. Large, dominating resorts of disparate design can look
out of place in any natural environment and may clash with the indigenous structural
design. A lack of land-use planning and building regulations in many destinations has
facilitated sprawling developments along coastlines, valleys and scenic routes.

11. Alteration of Ecosystems by Tourist Activities

Wildlife habitat can be degraded by tourism leisure activities. For example, Safaris and
wildlife viewing can bring about stress for the animals and alter their natural behavior
when tourists come too close.

12. Trampling

Tourists using the same trail over and over again trample the vegetation and soil,
eventually causing damage that can lead to loss of biodiversity and other impacts. Such
damage can be even more extensive when visitors frequently stray off established trails.

Trampling Impacts on Vegetation Trampling Impacts on Soil

Breakage and Bruising of Stems Loss of Organic Matter

Reduced Plant Vigor Reduction in Soil Macro Porosity

Reduced Regeneration Decrease in Air and Water Permeability

Loss of Ground Cover Increase in Run Off

Change in Species Composition Accelerated Erosion

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3.7 Sustainable Tourism
Sustainable tourism is the concept of visiting a place as a tourist and trying to make only
a positive impact on the environment, society and economy.Sustainable tourism should
also maintain a high level of tourist satisfaction and ensure a meaningful experience
to the tourists, raising their awareness about sustainability issues and promoting
sustainable tourism practices amongst them.

Achieving sustainable tourism is a continuous process and it requires constant

monitoring of impacts, introducing the necessary preventive and/or corrective
measures whenever necessary. The principles of sustainable tourism lay especial
emphasis on the participation of local communities at tourism destinations. Here, the
active involvement of local people is the critical success factor in sustaining momentum

Sustainable tourists can reduce the impact of tourism in many ways:

• Informing themselves of the culture, politics, and economy of the communities

visited.
• Anticipating and respecting local cultures, expectations and assumptions.
• Supporting the integrity of local cultures by favoring businesses which conserve
cultural heritage and traditional values.
• Supporting local economies by purchasing local goods and participating with
small, local businesses.
• Conserving resources by seeking out businesses that are environmentally
conscious, and by using the least possible amount of non-renewable resources.

Tour To Rural India

TRAVELLERS STUDY VILLAGE LIFE

Front Office Operations 43

 Summary
Developments of tourism is no doubt a major concern of many developing countries
in present times including ours. Its growth has produced many positive results which
we had already discussed in this chapter. But as a student of Tourism and Hospitality
it is necessary for you to know that unplanned and uncontrolled growth in tourism
has serious implications for the society and environment. Generally such impacts are
ignored by the policy makers and planners. In this unit we have tried to you aware
of the environmental, and economic impacts of tourism along with the effects on the
society and culture of the hosts, behavior of the local people and tourists. Tourism is
one of the largest industries in the world, but the impact of tourism is extremely varied,
with both positive and negative fallouts. This has led to a greater focus on sustainable
development of tourism for the economy, environment, and society at large.

Review Questions
1. List some of the direct political implications of tourism.
2. Development of tourism infrastructure has direct correlation with environment.
Discuss.
3. What do you understand by Sustainable Tourism? How can it reduce the negative
impacts of tourism?

Practical Activity
• Draw a chart on advantages and disadvantages of tourism.

44
UNIT 4
Hotels

Contents
4.0 Unit Overview and Description
4.1 Introduction to Hospitality Industry
4.2 Hotel: Definition and Services
4.3 History and Evolution of Hotel Industry
4.4 Major Hotel Chains of India
4.5 Major International Hotel Chains

4.0 Unit Overview and Description

This unit aims to familiarize students with Hospitality Industry, its nature and concepts.
How the hospitality industry has evolved, its historic milestones and its growth with
the passage of time until the present times have been outlined in this unit. By the end
of this unit you will be able to identify the prominent hotel chains, both Indian and
International.

Resource Material

1. Introduction to Tourism & Hospitality Industry - Sudhir Andrews.

2. Front office Operations and Management - Sudhir Andrews.
3. Professional hotel front office management - Anutosh Bhakta.
4. Hotel Front Office Operations and Management - J.R. Tewari.

Session-1
4.1 Introduction to Hospitality Industry
To most people, the hospitality industry consists only of hotels and restaurants.
However the Oxford English Dictionary defines hospitality as the ‘reception and
entertainment of guests, visitors or strangers with liberality and goodwill’. Therefore,
the hospitality industry can be broadly defined as the collection of businesses providing
accommodation and/or food and beverages to people who are away from home. It may
also be include entertainment, recreation, meeting facilities, event management, and
transportation. In other words, the hospitality industry includes not only famous hotels

Front Office Operations 45

 or restaurants, but also a wide range of businesses, such as small guest houses, fast
food outlets, casinos, and Dharamshalas.

Traditional Indian Welcome

The word Hospitality is derived from the French word “Hospice”, a place
(which means a house of rest or rest house) for travelers and pilgrims.

4.2 Hotel: Definition and Services

The word Hotel is derived from the French word “hôtel”, which refers to a French version
of outhouse. The word hotel could have also derived from “hostel”, which means ‘a place
to stay for travelers’.

A hotel or an inn is defined by British Law as a ‘place where a bonafide traveler can
receive food and shelter, provided he is in a position to pay for it and is in a fit condition
to be received.’

A hotel is thus an establishment that provides paid accommodation, generally for a

short duration of stay. Hotels often provide a number of additional guest services, such
as restaurants, bar, swimming pool, retail shops, business facilities like conference
halls, banquet halls, board rooms; and space for private parties etc. Most of the modern
hotels nowadays provide the basic facilities in a room- a bed, wardrobe, writing table,
thermostat, and bathroom- along with other features like a telephone with STD/ISD
facility, a television set with cable channel, and broadband internet connectivity. There
might also be a mini bar (small refrigerator) containing snacks and drinks, and tea
and coffee making unit having an electric kettle, cups, spoons, and sachets containing
instant coffee, tea bags, sugar and creamer.

46
 ITC MAURYA

Hotel ITC Maurya, New Delhi

Review Questions
1. Indicate which of the following businesses are part of the hospitality industry:
a. McDonald’s
b. College Cafeteria
c. Your Local Supermarket
d. A Movie Theatre
e. A Night Club
f. Yatri Niwas
g. A Residential Home
2. Define the term Hotel.
3. What facilities does a hotel provide to its guests?

Session-2
4.3 History and Evolution of Hotel Industry
The invention of currency and wheel in around 5th century BC are regarded as the
two main factors that led to the start of hospitality as a commercial activity. Europe
is regarded as the cradle of organized hotel business, and over the past century the
modern hotel industry is said to be evolved in the American continent. From the ancient

Front Office Operations 47

 inns to the present day state-of-the art establishments that provide everything to the
modern traveler, the hotel industry has grown by leaps and bounds.

The origin and growth of the hotel industry can be studies under the following three
periods:

• Ancient Era
• Grand Tour
• Modern Era

Ancient Era

This era is marked by the earliest recorded evidences of the hospitality facilities
in Europe in 500 BC. Ancient cities of Greece also had large number of commercial
places that offered fooding and lodging facilities to travelers. The inns of the biblical
era offered a cot or bench in the corner of a room or sometimes even in a stable.
Privacy and Personal sanitation had no existence. In 3rd century AD. Many lodging
places grew in Europe and Minor Asia (part of Asia adjoining Europe). These were
known as ‘Mansions’.

The Industrial Revolution in England changed travel from social to business travel. The
lead in organized hotel keeping as we see it today was taken by the emerging nations of
Europe, especially Switzerland. Their lodging establishments were called as ‘Chalets’.

Grand Tour

The second half of the 18th century, before the French Revolution (1789-99), is referred
as the ‘golden era of era’. In those days, ‘Grand Tour’ of the European continent was taken
by the wealthy families in Britain for educational purpose. This tour lasted for several
years. It gave a big push to the hotel industry particularly in prominent cities of France,
Italy, Germany, Austria, Switzerland and Ireland. This gave rise to the development of
the modern hotel industry.

The world’s first tour operator, Thomas Cook organized a rail tour from Leicester to
Loughborough.

Modern Era
City Hotel, New York 1794

The improvisation in the modes of transport

made journeys safer, easier and faster
enabling economical as well as frequent
mass movement. The development of
rope ways lead to the growth of many
hotels in the Alpine ranges particularly in
Switzerland.

48
 The two world wars severely affected the hospitality industry. The massive destruction
caused by the war and the resulting economic depression proved to be a major setback
for the travel business. However the development of aircraft and passenger flights
accelerated the growth of the hotel Industry.

Tremont house in Boston American entrepreneurs are credited with changing the
face of the hospitality industry with their innovation and aggressive marketing. The
inauguration of the city hotel in New York in
1794 marked the beginning of the present
day hotel Industry.

The opening of the Tremont house in Boston

in 1829 is another Landmark in the evolution
of the hotel Industry. It is regarded as the
First Luxury hotel having 170 rooms.

The year 1908 saw the emergence of the first

Tremont House Business hotel, the Statler Hotel, in Buffalo,
New York. It was a 450 room multi-storeyed
hotel. In the years 1920’s, hotel building entered a boom phase and many famous
hotels were opened, including Waldorf Astoria, New York’s Hotel Pennsylvania and the
Chicago Hilton & Towers, which was originally named as Stevens.

The increase in automobile travel in 1950’slead to the rise of ‘motor hotels’ or ‘motels’
a new category in the hotel industry. The following decades saw the introduction of
budget hotels that offered basic facilities at half the rates. Gradually with the passage of
time, these evolved into countrywide and international chains.

In the last ten decades, hospitality industry has grown tremendously. Many new
concepts of management contract, leasing, timeshare, condominiums membership
hotels have emerged.

Review Questions
Multiple Choice Questions

1. What are the reasons for travelling?

a. Trade
b. Pilgrimage
c. Social
d. All of the above

2. Which was the first building that was especially erected as a hotel?
a. The Tremont House

Front Office Operations 49

 b. City Hotel
c. Exchange Coffee House
d. The Palace

3. Which hotel is regarded as the first business hotel in the modern era?
a. The Tremont House
b. The Palmer House
c. City hotel
d. Statler Hotel

4. The word Hospitality is derived from the word:

a. Hostel
b. Hospital
c. Hotel
d. Hospice

5. ………………… is the world’s first Travel agency:

a. Cox & Kings
b. Thomas Cook
c. SOTC
d. Mercury Travels

4.4 Major Hotel Chains of India

The origin of Indian Hotel Industry can be traced back to the Mughal period when
Musafir-Khanas and sarais were offered to stay. But with the coming of Britishers in
cities like Kolkata and Mumbai, theses sarais and Musafir-Khanas were changed into
new style of lodgings i.e, inns and western style hotels. The major players behind
developing Indian hotels include:

Timeline of Indian Hotel Industry

Year of First Property Place Major Hotel Chains of India

Starting
1840 Pallanjee Pestonjee Mumbai Independent (First Luxury Hotel)
1843 Auckland Hotel Kolkata Independent (Later known as Great
Eastern hotel)
1871 Esplanade Hotel Kolkata Independent

50
1903 Taj Mahal hotel Mumbai Taj group of Hotels
1934 Clarke’s Hotel Shimla Oberoi group of hotels
1965 Ashoka Hotel Delhi ITDC
1971 Chefair Delhi & Centaur Group of Hotels
Mumbai
1974 Chola Sheraton Chennai Welcome group of hotels
1981 Jaypee Siddhartha Hotel New delhi Jaypee group of hotels
1986 The Leela Mumbai Mumbai Leela venture
1996 Club Mahindra Resorts Munnar Club Mahindra Holidays
2000 & Various chains
onwards

Welcome Group of Hotels

Logo

Founder Indian Tobacco Company (ITC)

Year 1974 (First hotel in 1975)
Speciality Its restaurants Bukhara, Dakshin, Peshawari, DumPukht and Kebabs
and Curries are well cuisine brands today.
Brands ITC - Luxury Collection hotels, Welcome Hotels/Sheraton Hotels,
Fortune Hotels, Welcome Heritage Hotels.

Taj Group of Hotels

Logo

Founder Jamshed ji Ratan ji Tata

Parent The Indian Hotel Company-IHC (a part of the TATA group of Industries)
Company
Year 1903

Front Office Operations 51

 Brands Taj Luxury Hotels, Taj Business Hotels, Taj Palace Hotels, Taj resorts,
Taj Garden Retreats, Taj Cultural centre, Vivanta by Taj, Gateway Hotels.

Oberoi Group of Hotels

Logo

Founder Late Rai Bahadur Mohan Singh Oberoi

Parent East India Hotels (EIH)
Company
Year 1934
Brands Oberoi Hotels & resorts, Trident Hotels, Oberoi Vilas Hotels and Oberoi
Cruiseliners.

Ashoka Group of Hotels

Logo

Founder Indian Tourism Development Corporation (ITDC)

Year 1965
Brands Elite Hotels, Classic Hotels and Comfort Hotels

Jaypee Hotels LTD.

Logo

Founder Jaiprakash Gaur

Parent Jaiprakash Asociates limited.
Company
Year 1981
Brands Jaypee Palace (Agra), Jaypee Vasant Continental (New Delhi), Jaypee
Siddhartha Hotel (New Delhi), Jaypee Residency Manor (Mussourie),
Jaypee Green Resort (Greater Noida) etc.

52
Review Questions
Match the following:

Fortune Hotels East India Hotels

Gateway Hotels Jaypee Group of Hotels
Trident Hotels ITC
Siddhartha Hotel Indian Hotel Company

4.5 Major International Hotel Chains

Holiday Inn

Logo

Founder Kemmons Wilson

Parent Intercontinental Hotel Group (IHG)
company
Year of 1950
Foundation
Product Line Holiday inn, Holiday Inn Garden Court, Holiday Inn express, Holiday
Inn Sunspree Resort.

Intercontinental Group of Hotels

Logo

Founder William Bass

Parent Public Limited company (IHG itself, founded by Pan American World
Company Airways)
Year of 2003
Foundation
Product Line Inter Continental, Crowne Plaza, Hotel Indigo, Staybridge Suites,
Nickelodeon Family Suites, by Holiday Inn, and Candlewood Suites.

Front Office Operations 53

 Sheraton Group of Hotels

Logo

Founder Ernst Henderson and Robert Moore

Parent Starwood Hotels and Resorts Worldwide (Later it was purchased by
Company ITT Corporation-New York, then called as ITT Sheraton.)
Year of 1937
Foundation
Product Line Four Points, Element, St. Regis Hotels and Resorts, Le Meridien, Westin
Hotels, W Hotels and Aloft.

The Carlson Group of Hotels

Logo

Founder William B. Johnson

Parent Carlson Companies (Minneapolis, US)
Company
Year of 1938
Foundation
Product Line Radisson Hotels, Country Inns & suites, Park Inn, Park Plaza and
Regent International.

J W Marriott Group of Hotels

Logo
JW MARRIOTT
HOTELS & RESORTS

Founder J. Williard & Alice S Marriott

Parent Marriott International
Company
Year of 1927
Foundation
Product Line Full Service Lodging, Select Service Lodging, Extended Stay Lodging,
Timeshare.

54
 Brands Marriott Hotels, Resorts & suites, Marriott Courtyard, Marriott
Residence Inn and Marriott Fairfield Inn.

The Hilton Group of Hotels

Logo

Founder Conrad Hilton

Parent Blackstone Private Equity
Company
Year of 1919
Foundation
Product Line Luxury, Full service, Select Service, Limited Service, Extended Stay
Suites, Timeshares
Brands Hilton Garden Inns, Doubletree by Hilton, Embassy suites, Conard
International and Hampton Inns.

Ramada Group of Hotels

Logo

Founder Marion W. Isbell

Parent Wyndham Worldwide
Company
Year of 1953
Foundation
Product Line Ramada ltd ( Budget Properties), Ramada Inns and Suites (Full Service
Properties), Ramada Hotel, Suites & resorts (Full Service Properties),
Ramada plaza (Lower upscale), Ramada Renaissance.

Hyatt Group of Hotels

Logo

Founder Thomas J. Pritzker

Front Office Operations 55

 Parent Hyatt Hotel Corporation
Company
Year of 1957
Foundation
Product Line Grand Hyatt, Park Hyatt, Hyatt Regency, Hyatt resorts and Spa, Hyatt
Place, Andaz, Hyatt Vacation Club.

Summary
Hospitality Industry is an umbrella term for a broad variety of services, including
but not limited to, hotels, food service, casinos, etc. The industry is very diverse and
global, and is greatly impacted by fluctuations within the economy and also by various
happenings across the world.
In this unit, you have learnt that the origin of the global Hotel Industry can be traced
to early lodging facilities in Europe. But the modern hotel industry took shape in the
American continent. Some landmarks being City Hotel, New York, The Tremont House
in Boston, and the Statler hotel in Buffalo. Indian hotel industry has also risen by leaps
and bounds from ancient times to modern era.
The prominent Indian and International Hotel Chains with a brief outline of their
establishment, growth and different product lines have also been clearly drawn out
in this unit.

Review Questions
Fill in the Blanks:
1. ……………….. is the parent company of Radisson Group of hotels.
2. Holiday Inn Hotels were founded by…………………… .
3. ………………… hotel is the parent company of Sheraton hotels.
4. Crowne Plaza is a Brand name of ………………………. .
5. JW Marriott Hotel was founded in the year…………….. .

Practical Activity
• Prepare a chart and write down the timeline history of Oberoi group of
hotels.
• Prepare a project in file and enlist the various international chain hotels
which are operating in India.
• Prepare a project on chart and classify the Taj group of hotels into different
parts and enlist any five hotel names along with place and photo , under
each segment.

56
UNIT 5
 Classification of Hotels

Contents
5.0 Unit Overview and Description
5.1 Introduction
5.2 Types of Hotels on the Basis of Size
5.3 Types of Hotels on Basis of Star Classification
5.4 Types of Hotels on the Basis of Location
5.5 Types of Hotels on the Basis of Clientele
5.6 Supplementary Accommodation
5.7 Single Hotels and Group of Hotels
5.8 Hotel Organization
5.9 Staff Organization/Hierarchy Chart of Large and Medium Hotels

5.0 Unit Overview and Description

Lodging is an inclusive term that defines the different types of accommodations available
to a traveler. Lodgings may vary in each country but due to globalization most lodgings
today are standardized with international services. So a hotel in Budapest will be
similar to the one in Mumbai. We have learnt from Unit 4 that inns were commonplace
by the turn of millennium and that later they were called hotels. For the purpose of this
chapter we shall look at hotels in detail though we shall briefly touch on other types of
accommodations as well.

Front Office Operations 57

 Session-1
5.1 Introduction
A hotel is defined as “a place where a bonafide traveler can receive food and shelter,
provided s/he is in a position to pay for it and is in a fit condition to be received.” Therefore
a hotel must provide food (and beverages) and lodging to travelers, on payment and
has, in turn, the right to refuse admission if the traveler is drunk, disorderly, unkempt
or is not in a position to pay for the services.

By this definition, a hotel must provide rooms and meals. The provision of beverages is
subject to local customs and practices. The rights of admission are reserved and many
hotels display that sign prominently at their entrance and reception. Due to this, hotels
have always been a place where visitors and guests are always dressed at their best.

With the evolution of hotels and its proliferation around the world, it is impossible to
categorize them under one term. Therefore, for easier understanding, hotels can be
classified under the categories given below:

• According to Size
• According to Star Rating
• According to Location and Clientele
• According to Facilities
• Others
5.2 Types of Hotels on the Basis of Size
The size of the hotel of the hotel refers to the number of rooms it has. The number of
guest rooms is a criterion to classify hotels. Hotels can be grouped into the following
categories on the basis of the number of rooms or the size of the hotel in India:

Types of Hotels
According to the Size

Small Medium Large Very Large

• Small Hotels: Hotels with 25 guest rooms or less. E.g. The Oberoi Vanyavilas,
Ranthambore.
• Medium Hotels: Hotels with 26 to 100 guest rooms. E.g. Hotel Taj View, Agra.
• Large Hotels: Hotels with 101 to 300 guest rooms. Eg. The Park, New Delhi.
• Very Large Hotels: Hotels with more than 300 guest rooms. E.g., Hotel Leela
Kempinski, Mumbai.

58
5.3 Types of Hotels on Basis of Star Classification
In India “Star Rating” is used to classify the hotel on the basis of service standard. A
hotel gets its star rating from the department of Tourism, Government of India. The
department of tourism prescribes the facilities which are to be provided in various star
category hotels. Up to three star levels, the categorization is given by state tourism and
for four star, five star and five star deluxe hotels, the categorization is given by Ministry
of Tourism, Government of India. An autonomous body (committee) is responsible
for star rating of hotels in India. It is known as Hotels and Restaurants Approval and
Classification Committee (HRACC). Generally, the HRACC, after receiving an application
from hotel owners for star rating, visits the hotel and checks out the standards and
accordingly grades the hotel. The term for star gradation is for five years. There are
six grades of star; 5 star deluxe, 5 star, 4 star, 3 star, 2 star and 1star. The first star is
for basic facilities and every additional star means that you will find extra facilities and
services.

Following are the Members of HRACC:

• Secretary Tourism, GOI.

• Regional director of Tourism, GOI.
• One representative from Federation of hotels and Restaurants association of
India (FHRAI), who is generally the secretary of the respective zone (of the four
zones).
• One representative of the Travel Agents Association of India (TAAI), who is
generally the secretary of the concerned region.
• Director of tourism of the state concerned.
• Principal of the regional Hotel Management Institute.

(If any of the six members is absent on the day of visit, they are permitted to send their
own representatives).

Heritage Hotels

A recent addition to the hotel industry in our country, heritage hotels are properties
set in small forts, palaces, or Havelis, the mansions or ancient royal and aristocratic
families. They have added a new dimension to cultural tourism. In a heritage hotel, a
visitor is offered rooms that have their own history, is served traditional cuisine toned
down to the requirements of the international palates, is entertained by folk artists and
experience the glimpses into the heritage of the region.

Heritage hotels are put into three categories by Ministry of tourism, GOI;

• Heritage: Hotels built in residences, Havelis, forts or palaces between 1935 and
1950.

Front Office Operations 59

 • Heritage Classic: Hotels built in residences, Havelis, forts or palaces prior to
1935 but after 1920.
• Heritage Grand: Hotels built in residences, Havelis, forts or palaces prior to
1920.

5.4 Types of Hotels on the Basis of Location

The location of the hotel is one of the major criteria for a traveler to select and patronize
a hotel. They may be classified into the following categories on the basis of location:

Types of Hotels
According to Location

Airport
Downtown Sub-Urban Resorts Motels Floatels
Hotels

• Downtown Hotels: They are located in the heart of the city, i.e. in the busy
business/commercial area. The room rates in these hotels may be higher than
similar hotels in other areas. They are generally preferred by business travelers
as they find it convenient to stay close to the place of business activities.
E.g. Hotel Eros, New Delhi, hotel Le Meridien, Pune.
• Sub-Urban Hotels: They are located in the outskirts of the city. These hotels
have an advantage of quieter surroundings. Such hotels are ideal for people
who prefer to stay away from the hustle and bustle of a city. The duration of the
stay of guests in these hotels may be longer than a hotel located in the city. The
room rates in these hotels are moderate and may attract the budget travelers.
E.g. Uppal Orchid, New Delhi, Jaypee Greens, Greater Noida.

60
 • Resorts: They are located in the exotic tourist destinations such as hill stations,
sea beaches and countryside. They have a very calm and natural ambience. They
are mostly away from the city and located in the pollution free environment.
The room rates of these hotels may range from moderate to high. They provide
various recreational facilities such as golf, summer and winter sports, amusement
parks for children, tennis court and so on along with the basic facilities of
accommodation, food & beverage, valet parking etc. E.g. Hotel Wildflower hall,
Shimla.
• Airport Hotel: They are situated in the vicinity of the airports. These hotels
are generally patronized by the passengers who need to stopover en route their
journey by air. Generally the guests in these hotels stay for a very short duration
which is usually one or two days. They offer all the services of a commercial
hotel. E.g. J W Marriott hotel, Aerocity, New Delhi.
• Motel: The word ‘motel’ is formed by merging two words ‘motor’ and ‘hotel’.
They are located on the highways and provide modest stay facilities to the
highway travelers. A Motel offers facilities such as accommodation, food and
drinks, garage facilities, a parking lot, and re-fuelling for vehicles. The duration
of stay of guests in motels is usually overnight. E.g.
• Floatel: These are the hotels that ‘float’ on the surface of water. This category
consists of all lodging properties that are built on the top of rafts or semi-
submersible platforms, and includes cruise-liners and Houseboats. Some of
them provide luxurious accommodation along with food and beverage facilities
to guests. E.g. houseboats on Dal Lake in Sri Nagar and on the backwaters of
Kerala.
5.5 Types of Hotels on the Basis of Clientele
Every individual or a group of people who patronize a hotel has a different set of
requirements. While some would prefer luxurious accommodation, others would like
to stay in simple and inexpensive hotel. Thus hotels can be classified into following
categories depending on the type of clientele they cater to:

Types of Hotels
According to Clientele

Business/ Bed and

Transient Residential Casino Conference Convention Suite
Commercial Breakfast
Hotel Hotel Hotel Center Hotel Hotel
Hotel Hotel

• Business/Commercial Hotel: These hotels are designed to cater to the business

traveler. They are most situated in the centre of the city. They provide high

Front Office Operations 61

 standard rooms and facilities like high speed internet connectivity, conference
halls, business centers with secretarial services like, letter drafting, typing, fax,
and photocopying of documents. E.g. The Lalit, New Delhi.
• Transient Hotel: They cater to the needs of people who are on the move and need
a stopover en route their journey. They are located near the ports of entry in a
city such as airports, sea ports and railway stations. They offer all the facilities of
a commercial hotel. E.g. Hotel centaur and Radisson Blu, Mahipalpur, New Delhi.
• Residential Hotel: As the name suggests, these hotels provide accommodation
for a longer duration. They are patronized by people who are on a temporary
official deputation to a city where they do not have their own residential
accommodation. They may stay for a period of a month and up to two years. The
rooms may have a small kitchenette attached.
• Bed and Breakfast Hotel: They are suitable for budget travelers. It is a European
concept in which houses with few rooms are converted into small hotels. The
owner usually lives on the premises and is responsible for serving breakfast to
guests. The room rates are generally lower than a full service hotel.
• Casino Hotels: They area a special class of hotels which cater to the guests who
are interested in gambling. These hotels attract guests through theme parties
and floor shows and earn a large amount of revenue. E.g. Luxor hotel and casino
in Las Vegas.
• Conference Centers: These hotels cater to the needs of conference, meetings,
and seminar participants. They provide accommodation, food and beverage
along with various equipments required for conference such as overhead and
LCD projectors, display screens, flip chart, white board with markers, DVD player,
computer and Public Address system.
• Convention Hotels: they are very large hotels designed to cater to the needs
of convention attendees. These hotels may have more than 2000 rooms to
accommodate large number of delegates. They are equipped with state-of-the-
art convention centre with all the required facilities such as seating, audio-visual
equipments and public address system to meet the demand of a convention. E.g.
Taj palace Hotel, New Delhi.
• Suite Hotel: These hotels are patronized by rich people and tourists who are
fond of luxury. These hotels provide highest level of personalized service. All the
rooms of these hotels are suites. E.g. Burj Al Arab, Dubai.
5.6 Supplementary Accommodation
Hotels although a very important part of the tourism infra-structure are not the only
type of accommodation available for the tourists. In addition to hotels, the demand for
tourist accommodation can be met by a variety of facilities. There are a series of other
installations able to offer to the tourists lodging, food and corresponding services.

62
 This is popularly known as Supplementary Accommodation. It is in fact an important
segment of tourism.

Supplementary accommodation consists of various types of accommodation other than

the conventional hotel type. It may be described as premises which offer accommodation
but not the services of a hotel. They are designed to offer overnight stay and meals in
return of cash payment per day and on the basis of services provided. The standards of
comfort are modest as compared to that of a hotel. The atmosphere is informal and there
is more freedom in regards to dress, etc. There is also more emphasis on entertainment
and sports that leads to increased social contact among the guests.

Supplementary accommodation plays a very important role in the total available

tourist accommodation in a country. This type of accommodation can cater to both
international as well as domestic tourist traffic.

So, supplementary accommodation can be described as premises which offer

accommodation but not the extra services of a hotel. It plays a very important role
in the total available tourist accommodation in the country. Its main distinguishing
features are:

• The standard of comfort are moderate to that of a hotel.

• They sell accommodation at much lower price.
• They have an informal atmosphere.
Some examples of supplementary accommodation are, guest houses, youth hostels,
dormitories, boatels (accommodation on boat e.g. houseboat), Rotels (accommodation
on wheels e.g. caravan, palace on wheels), Dak bungalows, holiday homes, sanitariums,
forest lodges, Dharamshalas, paying guest accommodation, Camping grounds , railway
retiring rooms etc.

5.7 Single Hotels and Group of Hotels

On the basis of the affiliation the hotels are divided into two categories:

1. Single or Independent Hotels

2. Group or Chain Hotels

1. Single or Independent Hotels: They have no relationship with other hotels

regarding policies, procedures, marketing or financial obligations. They may
be owned by a sole proprietor or a group of investors. So an independent
property is a family owned and operated hotel that is not required to conform
to any corporate policy or procedure. Its unique advantage is its autonomy and
flexibility. These hotels can quickly adapt to changing market conditions. E.g.
The imperial, New Delhi.

Front Office Operations 63

 2. Group or Chain Hotels: A group of hotels that are owned or managed by
one company are called a chain. In general, three or more units constitute a
chain. Some major hotel chains have 300 to 500 properties across the world. A
proprietary chain is owned entirely by one company. In India, Taj hotels, Resorts
and Palaces and the Oberoi hotels and Resorts fall under this category. Chain
ownership imposes certain standards, rules, policies and procedures. Some
chains have strong control over the architecture, management and standards.
E.g. Holiday inn Worldwide, Hilton Hotels Corporation
Review Questions
1. Multiple Choice Questions:
• Hotels can be classified on the basis of:
a. Location b. Size
c. Levels of Service d. All of the Above

• Which is not an example of supplementary accommodation?

a. Dharamshalas b. Dak Bungalow
b. Circuit House d. Commercial Hotel

• Motels are located on:

a. Highways b. Airports
c. Sea Ports d. Exotic Location

• Hotels located in the heart of the city are known as __________ hotels:
a. Resorts b. Sub Urban
c. Downtown d. Casino

2. The classification of hotel is very important. Comment.

3. Classify the hotels on the basis of Location with examples.

Session-2
5.8 Hotel Organization
When we stay in a hotel as guest and enjoy its services and facilities, we seldom think
how the hotels is able to provide us such flawless and smooth services. Every hotel,
whether it is small or large, is an organization that utilizes its resources in a definite
way to attain its business objectives. The hotel is organized such that it can carry out its
vision, mission, objectives and goals. We shall be learning the organization of the hotel
in the following ways:

• Departmental Organization on the Basis of Functions

• Departmental Organization on the Basis of Revenue

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 Departmental Organization on the Basis of Functions

In order to provide a wide range of services efficiently to its guests, a hotel is usually
divided into different departments, each being responsible for certain functions and
duties. For a hotel to operate effectively and harmoniously it is vital that the hotel’s
departments coordinate with each other.

Hotel Departments

Front Office
Housekeeping

Food & Beverage Service

Kitchen

Engineering and
Maintenance Accounts

Human Resource Security

Sales and Marketing Purchase

Organization of a Hotel on the Basis of Function

An alternative method of categorizing hotel departments is by the extent to which they

are involved in customer contact. In this respect hotel departments may be divided
into:

1. Front-of-the-House: Departments which have extensive guest contact, such as

reception, cashiers, restaurants, recreational areas, swimming pool etc.
2. Back-of-the-House: Departments in which staff have little or no direct
guest contact, such as Personnel (Human Resource Department), Accounts,
Engineering, Purchase, security, etc.

Departmental Organization on the Basis of Revenue

Some departments of the hotel are more important as far as revenue is concerned;
some do not produce revenue but are very important from the operational point of
view. Thus, the departments of a hotel can be classified under three main categories:

1. Operating & Revenue Producing Departments

2. Operating & Non-Revenue Producing Departments
3. Non-Operating & Revenue Producing Departments

Front Office Operations 65

 The departments can also be grouped as:

1. Revenue Centers: (or Operational Departments) sell goods or services to

guests and there by generate revenue for the hotel. E.g. Rooms division and Food
& Beverage Departments are the major revenue centers and guest telephones
Laundry, recreational facilities, business center are the minor revenue centers.
2. Support Centers: (or Service Support Departments) provide a supporting role
to the operational departments. These departments usually do not provide
direct services to the guests and so do not generate revenue directly. E.g Sales
and Marketing, Accounts, Engineering etc.
5.9 Staff Organization/Hierarchy Chart of Large and Medium Hotels
As a hotel comprises of a large number of staff responsible for different areas of work,
there is a need to coordinate the activities of the different staff and departments. Each
worker has to clearly understand their duties and responsibilities, as well as how their
work fits in with that of the other staff or departments of the hotel.

Organization of the Hotel

Operating & Revenue Non-Operating & Revenue Operating & Non-Revenue

Producing Department Producing Departments Producing Departments

MinorMajor Travel
HRD
Agency
Florist Security
Laundry
Beauty Accounts
Telephone
Parlour Chemist
Swimming
Shop
Pool Sales & Marketing
Book Stall

Rooms Division Food & Engineering

Beverage

Front Office
Housekeeping

ProductionService

Kitchen Coffee Shop

Bakery Bar
Pantry Restaurant
Room
Service
Pastry
Shop

Banquet

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 The relationship between the different positions within a hotel can be represented by
means of an organizational chart or hierarchical chart. This gives a pictorial display
of the relationships and how they interlink with each other. It enables the manager to
know the positions of staff within the hotel, as well as who is responsible for whom.

Organization of a Small Hotel

General
Manager
Food and Beverage Front of the
Manager House Manager

Head Restaurant Head

Housekeeper
Chef Manager Receptionist

Organization of a Medium Size Hotel

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 Organization of a Large Hotel

Summary
In this unit you have learnt that the hotel industry is so big and diverse that each
hotel has come up with specialty products and services to carve out a niche for itself.
Depending on the location, or the clients they are targeting, or services on offer,
hotels can be categorized variously to provide customers an indication of their profile
and what to expect from them. The main advantage of classification is that it lends
uniformity in services and sets a general standard of a hotel.

This chapter highlights how a Hotel is organized into various departments. For the
effective management and operation of a hotel, which by its very nature is customer
oriented business, it must be broken down into different departments. The type of
work and the number of departments in a hotel vary according to the size of the
property. In order to better group these departments on an organization chart, they
can be classified in two ways: firstly, on a purely financial basis, i.e. whether or not
these departments are revenue earning, in other words an operational departments; or
according to whether it is a department which offers help, guidance and assistance to
an operational department. Such sections are known as service support departments.

Departments may also be broken down into two groups according to their location.
Departments which are in the ‘front of the house’, i.e. deal directly with guests, are said
to be front of the house, whilst those that have little or no customer contact are ‘back
of the house’

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 A hotel is usually a single building, either large or small, but inside that building is a
team of people who make it work. For anyone to control and make a financial success
of that hotel it requires teamwork, organization and a sound management and staff
structure.

Review Questions
1. What are the main differences between the organization structure of a medium
size and a large hotel?
2. Classify the departments of a hotel on the basis of revenue generation.
3. Explain the differences between a revenue centre and a support centre in a hotel.
Give two examples of each.

Practical Activity
• Prepare a list of 10 single unit hotels and 10 chain hotels.
• Prepare a chart depicting classification of hotels on the basis of various
parameters.
• Prepare a chart on Departmental Organisation and staff organisation of
large and medium scale hotels.

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