CLASSIFICATION

HOTELS

OF

CLASSIFICATION ON THE BASIS OF OWNERSHIP

Hotels can be categorized by ownership. There are six different ways hotels can
be owned and operated

Independently owned and operated

Independently owned but leased to an operator

Owned by a single entity or group that has hired a hotel management

company to operate the property.

Owned and operated by a chain

Owned by an independent investor or group and operated by a chain

Owned by an individual group and operated as a franchise of a chain

An independent hotel is not connected with any established hotel company
and is owned by individual or group investors. A management
company contracts with hotel owners to operate their hotels. The management
company may or may not have any of its own funds invested. It is usually paid
by a combination of fees plus a share of revenues and profits. A hotel chain is a
group of affiliated hotels.
Example: The Capitol, Bangalore, The Imperial, New Delhi
A franchise is the authorization granted by a hotel chain to an individual hotel
to use the chains trade mark, operating systems, and reservation system in
return for a percentage of hotel revenues plus certain other fees, such as
advertising fees. A franchiser is the party granting the franchise: holiday inn
worldwide is an example of franchisor. A franchiseeis the party granted the
franchise. Franchising in the hospitality industry is a concept that allows a
company to expand more rapidly by using other peoples money than if it had to
acquire its own financing. the company or franchisor gets certain rights: for
example to use its trademark, signs, proven operating systems, operating
procedures and possible reservation system ,marketing know-how, purchasing
discounts and so on for a fee. In return the franchisee agrees by signing the
franchise contract to operate the restaurant, hotel and so on in accordance with

the guidelines set by the franchisor. Franchising is a way of doing business that
benefits both the franchisor who wants to expand the business rapidly- and the
franchisee that has a financial backing but lacks specific expertise and
recognition.
The benefits to the franchisee are as follows:

A set of plans and specifications from which to build

National advertising
Centralized reservation system
Participation in volume discount in purchasing furnishings, fixtures and
equipment
The benefits to the franchise company are as follows:

Increased market share/recognition

Up front fees
Example: Le Meridien, Holiday inn
There are also referral systems. Referral systems tend to be made up of
independent properties or small chains that have grouped together for common
marketing purpose. Marketing consortiums or referral associations offer
similar benefits to properties such as franchises, albeit at a lower cost. Hotels
and motels with a referral association share a centralized reservation system
and a common image, logo as well as management training and continuing
training programs.
A referral group consists of a number of properties, independently owned and
operated, that join under a common identity while maintaining their autonomy.
They do this for one or more of the following reasons.
To operate a reservation system.

To publish joint brochures

To share advertising

To refer business to each other

To refer trained staff to each other

To take advantage of joint purchasing power

To maintain sales offices in major traffic centers

The referral associations offer some of the same benefits as franchises, but at
much lower costs. a referral association may provide the independent hotel with
increased visibility, marketing and buying power, without the necessity of giving
up control or ownership. Hotel and motels within a referral association share a
CRS and a common image, logo, or advertising slogan. The referral association
publishes a membership directory, usually given away free to interested guest.
In addition the referral association may offer group buying discounts to
members, as well as management training and continuing education programs,

hotels pay initial fee to join the referral association and an annual membership
fee. Generally this fee is much less than that paid to become a member of the
hotel franchise system.
Common Reservation Systems, standardized quality, joint advertising and a
recognizable logo were still are the limited objetives of the most referral groups.
Chain hotels
Hotel chains account for a large percentage of the worlds hotel room inventory.
Some of the worlds best hotel rooms are managed by chains.
Example: TAJ GROUP OF HOTELS, ITC CHAIN OF HOTELS

HOTELS CLASSIFED BY PRICE

Three broad categories of hotels distinguished by price are:
Limited service: economy and budget
There are many limited service hotels in the market place today. They typically
offer guest rooms only. There is little or no public space. And usually no or very
limited food and beverage facilities. Room rates are correspondingly lowest for
this type of lodging property.
Example: Kamat Group, Comfort Inn chain
Mid price (full service and limited service)
Mid scale hotels offer a wide range of facilities and amenities. Usually there will
be in comparison to budget/economy properties, more public space and
meeting/function space with at least one food and beverage facility.
Example: The Chancery, Bangalore, Taj Indi one, Bangalore
Luxury hotels
At the top of the price category are the luxury hotels. They feature upscale
dcor and furnishings that may be unique to the particular hotel. These hotels
offer a full range of amenities and services. Such hotels would typically have a
concierge service and several food and beverage operations, including fine
dining facilities, banquet area and full room service. Different types of
recreational facilities are also available.
Example: Taj Westend, Bangalore, The Leela Palace, Bangalore

HOTELS CLASSIFIED BASED ON SIZE

Size or the number of guest rooms in a property gives us one common way to
categorize hotels. Hotels may be broadly grouped as under:

Under 150 rooms

150 to 299 rooms
300 to 600 rooms
More than 600 rooms

BASED ON LOCATION & CLIENTELE

Commercial Hotel

These hotels are located in downtown or business districtareas that are

convenient and of interest to their target markets. And cater primarily to the
business traveler. These are also referred to as transient hotels because of the
relatively short length of guest stays compared with other hotels. Such of these
hotels have full service facilities with coffee shop as well as other restaurants,
bar or cocktail lounge, room service, laundry, valet service, business center, gift
shop and health club facilities.
Example: Taj Residency & The Oberoi Bangalore,

RESORTS
Resort hotels are generally found in destinations that are desirable vacation
spots because of their climate, scenery, recreational attractions, or historic
interest. Mountains and seashore are favourite locales. Resorts provide a
comprehensive array of recreational amenities, depending on the geographic
location. A Variety of f &b outlets is available, ranging from informal to finedining restaurants. Usually hotels located at hill stations, beaches, lakes,
backwater, forest belt, etc are termed as resorts.
Example: Fort Aguada Beach Resort, Goa, The Leela Beach, Goa

AIRPORT HOTEL
Many airport hotels enjoy a very high occupancy because of the large number or
travelers arriving and departing from major airports. The guest mix in airport
hotels consists of business, group, and leisure travelers. Passengers of late
flights may stay over at the airport hotel while others wait while waiting for the
flights.
Airport hotels are generally full service. To care for the needs of guests who may
still feel as if they are different time zones, room service and restaurant timing
may be extended, even offered twenty four hours. Convenient locations,
economical prices, easy and less costly transportation costs to and from the
airport are some reasons why airport hotels are becoming intelligent choices for
the business travelers.
Example: The Trident, Chennai: The Centaur, New Delhi

MOTEL

Freeway hotels and motels came into prominence in the 1950s and 1960s.the
travelers needed a convenient place to stay that was reasonably priced with few
frills. Guest could simply drive up, park outside the office, register, and rent a
room .over the years more facilities were added: lounges, restaurants, pools,
game rooms etc.
Example: The Guest line, Bangalore, Suman Motels

FLOATEL
Floating Accommodation & other allied hospitality services situated on water
bodies.
Example: Cruise liners, shikaras (house boats)

ROTEL
Hotel facilities available on wheels such as a train, caravan.
Example: Palace on wheels

STAR CLASSIFICATION
ONE STAR

Typically smaller hotels managed by the proprietor. The hotel is often has a more
personal atmosphere. It is usually located near affordable attractions, major
intersections and convenient to public transportation. Furnishings and facilities
are clean but basic. Most will not a restaurant on site but are usually within
walking distance to some good low priced dining.

The hotel should have at least 10 lettable bed rooms of which at least 25%
should have attached bathrooms with a bathroom for every four of the
remaining rooms.
At least 25% of the bathrooms should have the western style WCs.
Receptions counter with a telephone and a telephone for the use of guests and
visitors.
Example: Hotel Ajanta, Bangalore

TWO STAR

Usually denotes independent and name brand hotel chains with a reputation for
offering consistent quality amenities. The hotel is usually small to medium sized
and conveniently located to moderately priced attractions. The facilities typically
include telephones and TVs in the bed room some hotels offer limited restaurant
service. Somehow room service and bell service are not usually provided.

The hotel should have at least 10 lettable bed rooms of which at least 75%
should have attached bathrooms and showers with a bathroom for every four of
the remaining rooms.
25% of the rooms should have AC.
Receptions counter with a telephone
Telephone on each floor if the rooms do not have a telephone each.
Supervisory staff must understand English.
Laundry and dry cleaning services.
Example: woodlands Hotel, Bangalore, Kamath Yatrinivas, Bangalore
THREE STAR

Typically these hotels offer spacious accommodations that include well

appointed rooms, decorated lobbies. Bell desk services are generally not
available. They are often located near major express ways or business areas,
convenient to shopping and moderate to high priced attractions. The hotels
usually feature medium sized restaurants they typically offer breakfast through
dinner. Room service availability may vary. Valet parking, fitness centers, pools
are often provided.

The hotel should have at least 20 lettable bed rooms of which all should have
attached bathrooms and tubs/showers.
At least 50% of the rooms should be AC.
Reception and information counter, book stall, travel agency, safe deposit etc.
Telephone in each room and one for the use of visitors.
Good quality Indian and continental food
Senior staff must possess a good knowledge of English.
Example: Museum Inn, Bangalore, Angsana Oasis Spa & Resort, Bangalore
FOUR STAR

Mostly large formal hotels with reception areas, front desk service, and bell desk
service. The hotels are usually located near shopping, dining, and other major
attractions. The level of service is well above average. And the rooms are well lit
and well furnished. Restaurant dining is usually available and is having more
than one choice. Some properties will offer continental breakfast and /or happy
hour delicacies. Room service is usually available during most hours. Valet
parking, concierge service, fitness centers, pools are often provided.

Hotel must have 25 lettable rooms and all with attach bathrooms with shower
cubicle/bath tub
Should have a recognized travel agency, book stall, safe deposit facilities, left
luggage etc.
Example: Taj Gateway, Bangalore, Hotel Janpath, New Delhi, St. Marks Hotel,
Bangalore.
FIVESTAR

These are hotels that offer only the highest level of accommodations and
services. The properties offer a high degree of personal service. Although most
five star hotels are large properties, sometimes the small independent (nonchain) property offers an elegant intimacy that can not be achieved in larger
setting. The hotel locations can vary from the exclusive location of suburban
area to heart of the city. The hotel lobbies are sumptuous, the rooms complete
with stylish furnishings, and high quality linen. The amenities often include DVD
players, Jacuzzis and more. The hotels feature up to three restaurants with
exquisite menus. Room service is also available 24 hours a day. Fitness centers,
valet parking are typically available. A concierge is also available to assist you.

Architectural features and general construction of the hotel building should be

distinctive
Adequate parking space for cars.
Hotel must have at least 25 lettable; rooms with modern shower chambers.
All guest areas should be air-conditioned

Adequate number of efficient lifts.

24 hours reception, cash and information counter
Example: The Oberoi, Bangalore, The Grand Maratha Sheraton, Mumbai,Taj
Bengal and The Park, Kolkota, The Inter-Continenetal Park Royal, New Delhi, ITC
hotel Maurya Sheraton & towers, New Delhi

OTHER HOTEL CATEGORIES

CASINO HOTELS
Casino hotels and resorts differ significantly in their operation compared to most
hotels. In casino hotels and resorts, gaming operations are the major revenue
centers. Most of these are in Las Vegas. The casino industry is now coming into
the financial main stream to the point that as a significant segment of the
entertainment industry especially in the US. Casino hotels are leaning towards
making their hotels into family friendly
They have baby sitters available at any point of the day, childrens attractions
ranging from parks to circuses and museums, and kids menus in the restaurant.
for adults in addition to gaming health spas for relaxation, dance clubs, and
dazzling shows are available.
Example: Las Vegas Hilton Hotel & Casino, MGM Grand, Flaming Hilton in Las
Vegas

Heritage Hotels
The concept of Heritage Hotels was introduced with a view to convert the old
palaces, havelies, castles, forts and residences built prior to 1950 into
accommodation units as these traditional structures reflect the ambience and
lifestyle of the bygone era and are immensely popular with the tourists. The
scheme is aimed at ensuring that such properties, landmarks of our heritage are
not lost due to decay but become financially viable properties providing
additional room capacity for the tourists.
The Heritage Hotels have also been sub-classified in the following categories:
Heritage : This category covers hotels in residences / havelies /
hunting lodges / castles / forts / palaces built prior to
1950 but after 1935.
Heritage : This category covers hotels in residences / havelies /
Classic
Hunting lodges / castles / forts / places built prior to
1935 but after 1920.
Heritage : This category covers hotels in residences / havelies /
Grand
hunting lodges / castles / forts / palaces built prior to
1920.
Till the end of March 2002, as many as 69 properties have been classified as
Heritage Hotels providing a room capacity of 1810 rooms. Guidelines have also
been formulated for conversion of heritage properties into heritage hotels and
their approval at project planning stage.

Example: Usha Kiran Palace, Gwalior, Lalitha Mahal Palace, Mysore.

Rambagh Palace, Jaipur, Lake Pichola hotel, Udaipur

TIME SHARES/CONDOMINIUMS
Time-sharing, more recently known as vacation ownership, involves a type of
shared ownership in which the buyer purchases the right to uses a residential
dwelling unit for a portion of the year or more periods."
Each Condominium or unit of a vacation ownership resort is divided into
intervals, typically by the week and sold separately. The condominiums are
priced according to a variety of factors including unit size, resort amenities,
location and season. Purchasers of vacation ownership properties can typically
travel to other destinations through exchange programs provided through the
timeshare resort developers. Condominium hotels are also called condo hotels
or even condotels. Vacation ownership offers consumers the opportunity to
purchase fully furnished vacation accommodations in a variety of forms, such as
weekly intervals or points in points based systems, for a percentage of the cost
of the full ownership. For a one time purchase price and payment of a yearly
maintenance fee, purchasers own their vacation either in perpetuity or for a
predetermined number of years.
During the 1960s and 1970s, when inflation was a serious problem in many
countries, time sharing-which first started in the French Alps in the 1960sseemed like an idea whose time had come.
Example: RCI, Club Mahindra, Country Club Group

BOUTIQUE HOTELS
Boutique hotels span all price segments and are noticeably different in look and
feel from traditional lodging properties interior design styles in boutique hotels
range from postmodern to homey. Soft attributes, such and image and
atmosphere, typically distinguish these properties. Travelers desires to be
trendy, affluent and artistic tie into boutique themes.
Example: The Park, Bangalore, The Park, Kolkota

ALL-SUITE HOTELS
All suite hotels became known as a separate category in the 1970s.guest rooms
are larger than the normal hotel room usually containing more than 500 square
feet. A living area or parlor is typically separate from the bedroom, with some
properties offering kitchen areas. All-suite hotels can be found in urban, suburban and even residential locations. The amenities and services can vary
widely in this type of hotels.

All suite hotels were originally positioned to attract extended stay travelers, but
they roved popular with other kinds of travelers as well. An all suite hotel gave
guest more private space.
Example: Residence Inns, Fairfield Suites & Town-Place Suites by the Marriot
chain.

CONVENTION HOTELS
Convention hotels are large with 500 or more guest rooms. These properties
offer extensive meeting and function space, typically including large ball rooms
and even exhibition areas. Food and beverage operations tend to be extensive,
with several restaurants and lounges, banquet facilities and room service.
Convention hotels are often in close proximity to convention centers and other
convention hotels, providing facilities for city wide conventions and trade shows.
These hotels have many banquet areas within and around the hotel complex.
These hotels have a high percentage of double occupancies. Convention hotels
may also offer a concierge floor to cater to individual guest needs. Round the
clock room service, an in house laundry, a business center, a travel desk, and an
airport shuttle service are other amenities found in convention hotels.
Example:

CONFERENCE HOTELS/CENTERS
Although all hotels with meeting facilities compete for conferences there are
specialized hotels that almost exclusively book conferences, executive
meetings, and training seminars. While they provide most of the facilities found
at the conventional hotels, conference centers are built to provide living and
conference facilities without any outside distractions that might detract from
hotels held in ordinary hotels.
ALTERNATIVE LODGING PROPERTIES:
Besides hotels, these are several other types of lodging establishments which
compete for business and leisure travelers. recreational vehicle parks,
campgrounds, and mobile home parks are somewhat like hotels since they
involve the rental of space for overnight accommodations
Another form of alternative lodging is the corporate lodging business very
commonly known as serviced apartments. These are designed for guests
wishing to stay for longer periods, some times up to six months or longer. While
hotels are usually designed for guests staying from one to ten nights, corporate
lodging is better suited to guests with very long stay requirements. Instead of
using hotels or hotel buildings, corporate lodging usually provides fully furnished
apartments for guests. The service provider rents the apartment, provides
furniture and house wares, and provides housekeeping and other services to the

guests. Corporate lodging is usually cost competitive with hotels, since

apartments can be rented and furnished by the owner or the service provide for
a lower daily cost than that incurred by hotels.
Example: Stay and Work, Bangalore,
Another example of alternative lodging is the cruise ship industry. Cruise ships
have become major competition for resorts. They offer many amenities offered
similarly at island resorts, while having the unique advantage of moving from
island to island as part of the experience. Modern cruise ships offer all the
advantages of resort hotels. they are equipped with many modern convenience
such as ship to shore telephones, satellite television, fitness centers, movie
theaters, multiple dining and cocktail lounge facilities, spas, casinos, shopping,
and of course novelty to waking up in different location at every morning. Some
cruise ships now even offer conference facilities for corporate or association
meetings.
Example: Carnival Cruise liners, Caribbean Cruise liners, Norwegian cruise
liners.

Types of rooms
Single: meant for one person with a single bed of size 39*81.
Double: meant for two persons & size of the double bed in the room is 57*81
Twin bedded: room having two identical single beds size of the bed is same as
the single bed.
Triple room: meant for 3 persons
Quad room: for 4 persons
Cabana: a room on the beach or by the pool separated from the main house
and sometimes furnished as sleeping room.
Adjoining room: are rooms next to each other, but not necessarily
communicating
Corner room: an outside room on the corner of the building having two
exposures
Hospitality: for entertainment
Studio room; a bed approximately 36*75 without headboard or footboard
that serves a s a sofa during the day is called studio bed the room with a studio
bed is called a studio room.
Penthouse: situated on the terrace of the hotel generally meant for retired or
rich guests.
Interconnecting rooms: two rooms having an interconnecting door
Duplex: Two floors of rooms or a split level of rooms connected through an
internal staircase. One room could be used as a bedroom while the other is
generally used as a living room.
Efficiency: accommodations that include kitchen facilities
Parlor: a sitting or living room not used as bedroom
Salon: the European designation for parlor
Siberia: jargon for a very undesirable room, one sold only after the house fills
and then only after the guest has been alerted to its location and condition

Hollywood twin bedded room: 2 single beds with a single head board meant
for 2 persons.
Twin double room: two double beds meant for 4 persons i.e. families.
Single-suite: a set of two or more rooms well furnished
Suite: expensive room having good furnishing and a lot of amenities normally
with a living room, bedrooms and kitchenette.
Junior suite: one large room sometime with half partition furnished as both
parlor and bed room
Lanai: Hawaiian term for veranda, a room with a porch or balcony usually
overlooking garden or water.
Physically challenged room: it is the room meant for handicapped person.

INTRODUCTION TO TOURISM, HOSPITALITY AND HOTEL INDUSTRY

TOURISM AND ITS IMPORTANCE

HOSPITALITY - ORIGIN, EVOLUTION AND GROWTH
BRIEF INTRODUCTION TO HOTELS CORE AREAS
REFERENCE TO FRONT OFFICE

WITH

SPECIAL

TOURISM AND ITS IMPORTANCE

Tourism is recognized as a global industry today. It is sizeable & complex
industry, in the last 40 years tourism has been taken a rapid and continuous
growth. The multifaceted nature of tourism & its various links with the
manufacturing and retail sectors & its numerous seasonal or unofficial
businesses make it extremely difficult to asses its market size.
An integrated amalgamation of those businesses and agencies which totally or
in part provide the means of transport, goods, services, and other facilities for
travel outside of the home community for any purpose not related to day to day
activity.
INTER-RELATIONSHIP WITHIN THE TRAVEL AND TOURISM INDUSTRY
An important unique feature of the travel and tourism industry is the inter
relationships of the various parts of the whole. A trip may consists of a flight, car
rental, stay in a hotel, several restaurant meals and some gift purchases.
WHY PEOPLE TRAVEL?
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.

Recreation
12. Adventure
Culture
13. Heritage
Business
14. Attractions
Visiting friends & relatives (VFR)
Health
Enlightment, education
Beauty, nature, national parks
Religion
Indulgence
Festivals
Shopping

The following table shows the businesses that make up travel and tourism
industry.

Accommodation
Hotels
Motels
Hostels
Caravans
Camping
Transportation
Airlines
Cruise Ships
Rail
Car Rental
Bus Coaches
Attractions

Travel Agencies
Tour Companies

Luggage
Construction/Real Estate

Hotel/Restaurant Suppliers Distillers/Brewers/Bottles

Taxi Services
Cameras And Film
Maps, Travel Books

Auto/Aircraft Manufacturers
Motor Fuel Producers
Clothing Manufacturers

Shopping Malls

Communication Networks

Service Stations

Education/Training Institutes

Sporting Events

Recreation/Sporting

Equipment
Man Made
Natural

Banking Services

Reservation Systems
Food And Beverage
Auto Clubs
Restaurants
Fast Food
Wine Merchants

Food Producers
Advertising Media
Cartographers/Printers
Souvenirs

Tourism goals
The tourism goals set will be tempered by the constraints already discussed.
Typical tourism goals are:
Economic: to optimize their contribution of tourism and recreation to economic
prosperity, full employment, regional economic development, and improved
international balance of payments.

Consumer: to make opportunity for and the benefits of travel and recreation
universally accessible to residents and visitors
To contribute to the personal growth and education of the population and
encourage their appreciation of the geography, history and ethnic diversity of
the nation
To encourage free and welcome entry of the foreigners, while balancing
this goal with the need to monitor persons and goods entering the country
with laws protecting public health

Environment and natural resource:

To protect and preserve the historical and cultural foundations of a nation and as
a living part of community life and development, and to ensure an opportunity
to the future generations to enjoy the rich heritage of a nation.

To ensure the compatibility of tourism recreational and activity policies with

other national interest in energy development and conservation, environmental
protection and judicial use of natural resources.
Government operations: to harmonize to a maximum extent possible all
federal activities supporting tourism and recreation :to support the needs of the
general public and private sectors of the industries involved with tourism and
recreation: to take a leadership role of those concerned with tourism, recreation,
and national heritage conservation.
International tourism
Different people will define international tourism in different ways. One way to
look at international tourism is in the context of domestic tourism. In the
simplest sense, domestic tourism refers to people traveling within their own
country. In contrast international tourism refers to people traveling out side their
own country.
But international tourism is much more than simply traveling beyond the
borders of ones own country. International tourism encompasses all the services
required for the tourist-including those in the country of origin, the destination
and the stops made en route. Companies other than airlines or cruise lines are
involved. International tourism integrates many public, private, and government
agencies including airport authorities, border and custom agencies harbors and
ports, and public transaction systems. In addition both public and private
attractions including lodging operations have a stake in satisfying the volume of
demand of international tourism.
International tourism provides employment for millions of people around the
world. As tourism expands on a global scale .so too will the number of people
employed in tourism related businesses. International travels benefits the
nations through cultural, social and economic exchange. Such contacts also
foster the exchange of ideas which can result in economic activity and
diversification. This is especially the case when tourism introduces new
technologies, encourages foreign investment, and results in selective relocation
of business personnel.
All things considered, tourism is not without cost. It can degrade the
environment as well as dislocate and disrupt societies and cultures. The
development of facilities, transportation systems, and amenities to service
tourists can be very destructive to the environment. Scenic views and wonders
can be destroyed, and the quality of air and water can be degraded.

International tourism can also disrupt local norms and cultures by importing new
manners of dress, codes of conduct and social interactions that are often very
different from those of native culture.

HOSPITALITY - ORIGIN, EVOLUTION AND

GROWTH
The hotel industry is undergoing many changes the demand for hotels is
affected as the economic fortune of countries, region, cities rise and fall. Each
year companies and hotel change ownership and new companies & brands enter
the market place. Brand names that are popular today may not be there in the
next decade. For example: the popular ITDC chain of hotels has been diluted
over time with change of ownership and new brands taking over.
Origin
No one knows exactly when the first inns opened: but certainly the first inns
were private homes that offered accommodations to travelers. By 500 BC
ancient cites in Greece, Egypt, China, had a number of establishment that
offered food and drink as well as beds to travelers. In France, large building that
had rooms to let by the day, week, or longer were called hotel garni. The
word hotel was first used in England in about 1760 by the Fifth Duke of
Devonshire to name a lodging establishment in London.
In 1794 the first hotel in the United States opened the 70-room city hotel in
Broadway in New York City. Over the decades, names like, Cesar Ritz (France),
Ellsworth Statler, Conrad Hilton, Ernest Henderson (of the Sheraton chain),
Kemmons Wilson (of the Holiday Inn chain) are anonymous with the growth and
development of the hotel industry.
While development were in full swing in the new world, India still under the
British rule was ignorant to all these progress but for one man. JRD Tata founded
the first hotel in India with the opening of Taj Mahal, Mumbai in 1904. MS
Oberoi on the other hand launched the Oberoi chain under East India Company
and in independent India chains such as ITC Windsor Sheraton, the Leela group,
ITDC, The Park, The Grand, Clarke group; Mahindra hospitality pioneered the
hospitality sector.
Evolution & growth
In 1960s the development of new locations fuelled the expansion of the hotel
industry. Prior to that time hotels were built primarily in city center and resort
areas as commerce and industry spread from urban centers to rural suburban
and airport locations, hotel companies like Hilton, Sheraton, Marriot recognized
opportunities to develop their brands in these new location.

In the 1970s intense competition among established and emerging

created a need for chains to better differentiate their product. Some
architecture and dcor. For example, the atrium lobby became
signature of its regency brand. Hotel company adopts distinctive
Carlton dcor was traditions, Hyatts was contemporary.

hotel chains
did this with
the Hyatts
motifs- Ritz

Pampering the hotel guests was the strategy of the 1980s, room and bathroom
amenities specialties soaps, sewing kits, ,mouth wash, shampoo, and a variety
of other personal care items could be found in most hotels what ever the rate
category. Ofcourse the higher rate hotel provided the most elaborate amenity
package. Some first class and luxury hotels set aside one or more guest floors
as club area. For higher rate club guest could enjoy a number of special services
including an exclusive club desk for check in and checkout and complimentary,
afternoon tea, evening cocktails and before bed snacks served in the clubs
private lounge. Exercise room even complete spa facilities were added to many
hotels to satisfy travelers growing interest in physical fitness. Hotels with
predominantly business traveler markets added business centre to provide
secretarial and translating services as well as computer and fax facilities.
In the early 90s the concept of quality service as a differentiating factor came
to the forth. Hotel companies implemented quality assurance program and
referred to the quality of service in their advertising, as the 1990s progresses,
the industry emphasized innovation and new business strategies. Segmentation
was one of the most important strategies implemented by many hotel chains to
increase their market share.
At the end of the 20th century and the beginning of the 21 st, mergers,
acquisitions and joint ventures changed lodgings competitive environment
globally. In India for example, The Oberoi tower in Mumbai tied up with Hilton
International.

BRIEF INTRODUCTION TO HOTELS CORE AREAS WITH SPECIAL

REFERENCE TO FRONT OFFICE
In order to attract and serve the guests and make a reasonable profit, hotels are
organized into functional areas or divisions based on the services it provides.
Within each division, there are specialized functions. The rooms division handles
reservations, check-ins and check-out activities, housekeeping tasks, bell desk
and telecommunication services. The food and beverage department takes care
of restaurants & rooms food services, lounge service and so on.
The divisions in a hotel can be categorized as revenue centers or cost centers.
Revenue centers generate income for the hotel through the sale of services or
products to guests. Cost centers, also known as support centers, do not
generate revenue directly; instead, they support the proper functioning of
revenue centers.