CHAPTER-1

INTRODUCTION

Introduction to Tourism

Tourism is travel for pleasure or business, the theory and practice of touring, the business
of attracting, accommodating, and entertaining tourists, and the business of operating
tours. The World Tourism Organization defines tourism more generally, in terms that go
"beyond the common perception of tourism as being limited to holiday activity only", as
people "traveling to and staying in places outside their usual environment for not more
than one consecutive year for leisure and not less than 24 hours, business and other
purposes “Tourism can be domestic (within the traveller’s own country) or international,
and international tourism has both incoming and outgoing implications on a country's
payments. According to the United Nations world tourism organization (UNWTO),
Tourism entails the movement of people to countries or places outside their usual
environment for personal or business, or professional purposes. These people are called
visitors. A visitor is classified as a (same) day visitor If their trip does not include an
overnight stay and a tourist if it does include an overnight stay. The purpose of the trip can
be for business, leisure, personal reasons, or other than to be employed by a resident entity
in the country or place visited. If a trip’s main purpose is business or professional, it is
often subdivided into two further categories ‘Attending meetings, conferences or
Congresses, trade fairs and exhibitions, and other businesses and professional purposes

Types of Tourism

There are three basic forms of tourism: domestic tourism, inbound tourism, and outbound
tourism.

● Domestic tourism refers to activities of a visitor within their country of residence and

outside of their home (for example a Brit visiting other parts of Britain).

● Inbound tourism is the first to the activities of a visitor from outside of a country of
residence (for example a Spaniard visiting Britain).
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 ● Outbound tourism refers to the activities offered to residents was it or outside of their
country of residence (for example a Brit visiting an overseas country).

● Adventure tourism. As a kind of tourism in India, adventure tourism has recently

grown in India.
● Beach Tourism. India ' s vast coastline and islands provide ample opportunities
for fun packed tourism.

Tourism products
‘Tourism product’ Covers several different categories including
 Accommodation
 Hospitality
 Transport
 Guide tours and tourist guides
 Travel agencies and other reservations
 Cultural services
 Sports and recreational activities
 Retail.

Introduction to World Tourism

The World Tourism Organisation (UNWTO) is the United Nations agency
responsible for the promotion of sustainable and universally accessible tourism. As
the leading International Organisation in the field of tourism, UNWTO promotes
tourism as a driver of economic growth, inclusive development, and environmental
sustainability and offers leadership and support to the Sector in advising knowledge
and tourism policies worldwide.

UNWTO Priorities
● Mainstreaming tourism on the global agenda.
● Improving tourism competitiveness.
● Promoting sustainable tourism development.
● Increasing the contribution of tourism to poverty reduction and development.

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Recent Trends in Tourism
● Bleisure travel

Bleisure travel is a growing tourism trend where people extend their business travel
to leisure activities. Experts predict it will continue to grow in the mobile
workforce. Although business travel has started to make its comeback in 2021,
leisure is believed to be its future. A 2018 study revealed that 60% of U.S. business
trips incorporated leisure elements, an increase from 43% in 2016. These business-
leisure trips can either be pre-planned, whereby clients schedule their vacation
within the same period as a job-related trip. Companies may also offer their workers
some tourist experiences during work trips. On the other hand, this can come as an
afterthought. Once the meetings, professional conferences, and other work
engagements are over, business travellers may decide to extend their stay and
explore their destination. There is also a growing trend among millennials known as
the “digital nomad” phenomenon. This is whereby online workers and freelancers
adopt the lifestyle of traveling as they work. As tour operators, customers can take
advantage of this growing trend by creating offers that entice business travellers to
extend their stay for leisure. For example, customers can sell team retreat packages
combined with perks like photos, videos, and transportation. Having Wi-Fi and
chargers in buses and accommodation can also entice digital nomads and other
traveller’s looking to stay connected for work.
 Automation
Gone are the days when booking a trip required clients to make a phone call, speak
directly to a service provider, or walk into the supplier’s office for face-to-face
negotiation. Digitization has led to a rise in online bookings. Not only has this made
advertising cheaper for travel companies, but also customers are enjoying and
increasingly prefer the convenience it offers. Tour and activities companies have
also progressively adopted technology and online booking. In 2019, 71% of
operators surveyed were using reservation technology in their businesses, a marked
increase from just 25% in 2010. More to that, these companies experienced faster
growth plus higher profitability. As we approach the post-COVID period,
automation in the sector is bound to continue rising. The increasing digitalization of

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 tourism also generates new business opportunities and promotes the sustainable
development of the industry. So as customers work on getting back to profitability,
take advantage of this tourism trend, and set up the right technology to increase
customers' chances of faster recovery.

● Mobile Booking
Another important aspect when it comes to digitization is mobile bookings. Operators
report that 2 in 5 online bookings are made on mobile devices. These smartphone
shoppers are also more valuable to customers' businesses because of the following
reasons:
• They spend 50% more on tours and activities per trip.
• They average 2.9 hours per trip.
• They are twice as likely to leave online reviews.

● Personalization
According to Think with Google, 57% of travellers believe that companies should
personalize their buying experience and base it on their behaviours, personal preferences,
and past choices. Personalization is also important when it comes to the actual tour or
activity. By offering flexible experiences tailored to a traveller’s needs, customers stand a
chance of better satisfying their clients, which can lead to repeat visits. Customer priority
should, therefore, be offering
Customer-oriented services. It starts right from the time they see their advert on social
media or their website. The messaging should resonate with what the client prefers. Travel
and tour suggestions can be offered according to, for instance, what the customer has been
browsing on the internet. This is possible to set up using specialized marketing tools and
ad platforms like Google and Facebook. Stores are better placed by factoring this into their
company’s digital marketing strategy. How do they get started? Reach out and speak to
their customers to learn about their preferences, characteristics, behaviours, and individual
needs. All in all, staying on top of this tourism trend can be the distinction that will make
the company stand out from competitors and gain back profitability faster.

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● Tech-Empowered Travel

We already talked about automation and mobile bookings as some of the future
trends in the tourism sector. But existing and emerging technologies will continue to
influence travel in many other ways. A recent Amadeus survey states that
technology and innovation seem to be key in building traveller confidence and they
will increase willingness to travel in the next 12 months. Technologies proved to be
crucial in the post-pandemic world where international tourists need to present
Digital COVID Certificates or fill out travel documentation. What is more, people
need instant access to information and help when being abroad. In the coming year,
tech innovations will continue to bring ease to the travel experience. The top five
technologies that would increase confidence to travel in the next 12 months are:
● Mobile applications that provide on-trip notifications and alerts (44%)

● Self-service check-in (41%)

● Contactless mobile payments, e.g., Apple Pay (41%)

● Automated and flexible cancellation policies (40%)

● Mobile boarding (40%)

In addition to supporting people throughout their journey, technologies made

innovative solutions possible. Virtual tours, experiences, and classes gained
significant popularity during the lockdowns, and thanks to tech innovation,
many businesses survived the crisis.

● Sustainable Tourism
Following the COP 26 UN Climate Change Conference and the launch of The
Glasgow .
Declaration on Climate Action, countries are urged to accelerate climate action in
tourism. So, encouraging sustainable tourism practices and environmental initiatives
is of utmost importance for the resilience of the sector. The UNWTO
Secretarygeneral has warned that the “climate emergency is a bigger threat than
Covid”. As international travellers become aware of this crisis, they come to believe
that people need to act now and make sustainable travel choices to save the planet

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and preserve it for future generations. More travellers are adopting this mind set
hence making their travel decisions with the environment in mind. But it’s
important to note that sustainability is not only about the environment. It’s also
about making a positive impact on cultures, economies, and the people at the
destinations that clients visit. In the post-COVID-19 era, sustainability will be a
continuous trend in travel and tourism. If they play their part in upholding
sustainability, they can earn the trust and loyalty of the generation of travellers who
are spearheading this trend.

● Active Ecotourism
Active Ecotourism is another trend that has emerged in response to the calls for
more sustainable and thoughtful tourism. It encourages combining the passion for
travel with direct involvement in conservation and supporting the local
environment. According to a recent Amadeus survey on rebuilding travel, people
consider cost-effective sustainable travel a priority.37% of travellers surveyed think
opportunities for travellers to be involved in the preservation of tourist destinations
will help the industry to become more sustainable in the long term. According to
Evolver’s 2022 travel forecasts, 58% of people will be more interested in exploring
the outdoors and practicing relevant activities including hiking, biking, and
kayaking. Mountain/rural escapes and waterfront getaways are expected to be
popular vacation experiences in 2022.Covid-19 has drawn our attention to the
negative impact of travel on the global environment and initiated a promise of
‘coming back better. So, the tourism industry will continue this trend by promoting
sustainable outdoor travel and ecotourism in the post-pandemic era.

● Transformative Travel
This is a new tourism trend that’s quickly gaining popularity. Transformative travel
is about not just traveling for leisure but also aiming to make a difference in both
the lives of others and oneself. Volunteering trips are an example of the experiences
that have gained popularity from this trend. Traveller’s vacation and set aside time
to volunteer at their travel destinations. When it comes to making a difference in
their own lives, clients can opt to go for wellness holidays where they retreat and
either join a yoga class, relax at a nature-filled destination, or attend some

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apprenticeship classes to learn a new skill. Because of this trend, there is also a
notable change in the traveller’s diet. Instead of indulging in unhealthy meals, those
who’ve joined the organic food movement prefer places that offer highly nutritious
and organic foods. One of the main aims of transformative travel is to be involved
in something significant that adds purpose to the trip. Booking.com shares that 68%
of global travellers would consider participating in cultural exchanges to learn a
new skill, followed by a volunteering trip (54%) and international work placements
(52%). Based on this trend, tour operators can focus on offering unique and
purposeful activities along with their usual products and services.

● Experience Tourism
Experience tourism is on the rise. This trend is about having a once-in-a-lifetime
experience or gaining an emotional connection with cultures and nature. As
travellers get tired or bored of cookie-cutter vacations in touristy hot spots, they
begin looking for an authentic experience in their travel destination. They can easily
go for a brand that will allow them to mingle with the locals and experience the
culture of the people. Harris Group's study revealed that 72% of millennials prefer
spending more money on unique experiences rather than material things. So, if they
can offer these experiences, then they are well on their way to acquiring this
increasing breed of clients. One of the most popular experiences is food sampling.
Food tourism enables travellers to enjoy different local cuisines, maybe even learn
how to cook some of the recipes and interact with the people’s traditions in the
process. Another way clients want to experience their destinations is by staying with
local families rather than in hotels. This gives them a chance to interact even closer
with the locals and see their way of life.

● Wellness Travel
These are travellers looking for an enriching experience with the primary purpose of
achieving, promoting, or maintaining the best health and sense of well-being and
balance in life. But don’t think wellness travel is limited to resorts and spas. Almost
any business can take advantage of this trend. Think of how they can market their
business offers to contribute to wellness tourism by developing and promoting
communities and showing how both tourists and locals can benefit. For example, a

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 helicopter tour, paragliding flight, or whatever fun adventure their company offers,
is a chance for personal growth by conquering fears or expanding horizons. Their
existing offers may give the chance for people to empower themselves by learning a
new skill set which also encourages personal growth.

● Longer Trips
With international travel returning to some degree, tourists are starting to dream
about extended long-distance trips again. While countries are advocating for less air
travel, this trend will allow people to travel less but better. According to Evolver’s
2022 travel forecasts, the average trip will likely be longer (5-7 nights in 2022,
compared to an average of 3.8 nights in both 2020 and 2021). Longer trips will be
increasing in demand because of the many work-from-home opportunities too. A
study by Envoy finds that the hybrid work model gives employees more flexibility
to get work done when they’re most productive. So those who work remotely are
more likely to plan extended stays in 2022 and beyond.

 Staycation
Staycation is another trend that gained popularity during the pandemic. It represents
a holiday spent in one’s home country or home rather than abroad. Often involves
day trips for exploring local attractions and activities. This type of vacation is ideal
for people who are feeling the need of escaping out of their homes but want to avoid
the ongoing Covid-19 regulations. New research suggests that the trend will continue
into 2022 despite the easing of international travel restrictions. This is because
tourists want to support their local markets well and feel secure and safe in their
holiday environment.

World Tourism Day

World Tourism Day is celebrated each year on September 27 to spread awareness about
the importance of tourism and its impact on our society. The day is also celebrated to
spread awareness about global challenges outlined in the 2030 Agenda for Sustainable
Development and to underline the efforts the tourism industry can make to achieve
sustainable development goals.

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Indian Tourism
The Indian tourism and hospitality industry has emerged as one of the key drivers of
growth in the services sector in India. Tourism in India has significant potential
considering the rich cultural and historical heritage, variety in ecology, terrains, and places
of natural beauty spread across the country. Tourism is an important source of foreign
exchange in India similar to many other countries. The foreign exchange earnings from
2016 to 2019 grew at a CAGR of 7% but dipped in 2020 due to the COVID-19 pandemic.

In 2020, the Indian tourism sector accounted for 39 million jobs, which was 8% of the total
employment in the country. By 2029, it is expected to account. According to WTTC, India
ranked 10th among 185 countries regarding travel & tourism’s total contribution to GDP in
2019. In 2019, the contribution of travel & tourism to GDP was 6.8% of the total
economy, ~ Rs. 13,68,100 crore (US$ 194.30 billion).

World Heritage Sites of India

There are 40 global background sites in India that can be recognized by means of the
United countries educational, clinical, and cultural organization (UNESCO) as of August.
Those are locations of the significance of cultural or natural heritage as defined by the
UNESCO world heritage conference, established in 1972.The United international
locations instructional, scientific and Cultural Organisation (UNESCO) designates
international heritage sites of the brilliant normal cost to cultural or natural historical past
which have been nominated by countries are signatories to the UNESCO world
background conference, installed in 1972. The cultural background consists of monuments
(including architectural works, monumental sculptures, or inscriptions), corporations of
homes, and sites (which include archaeological websites). Herbal functions (consisting of
physical and organic formations), geological and physiographical formations (together
with habitats of threatened species of animals and vegetation), and natural websites might
be vital from the point of view of technological know-how, conservation, or herbal
splendor, are defined as a natural background. As of 2022, there are 40 global heritage
websites placed in India. Out of those, 32 are cultural, 7 are herbal, and one, the
Khangchendzonga National Park, is of mixed type. India has the sixth largest variety of
sites in the world. The first websites to be indexed were the Ajanta Caves, Ellora Caves,
Agra castle, and Taj Mahal, all of which had been inscribed inside the session of the arena
heritage Committee. The maximum recent online listing became Dholakia, in 2022. One

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website online is transnational, and the Architectural work of Le Corbusier is shared with
six different nations.
Similarly, India has 49 websites on its tentative listing. The United Nations Educational,
Scientific and Cultural Organization (UNESCO) designates World Heritage Sites of
outstanding universal value to cultural or natural heritage which have been nominated by
countries that are signatories to the UNESCO World Heritage Convention, established in
1972. Cultural heritage consists of monuments (such as architectural works, monumental
sculptures, or inscriptions), groups of buildings, and sites (including archaeological sites).

Incredible India
The Tourism and Hospitality industry is one of the largest service industries in India.
The Tourism sector in India is an integral pillar of the Make in India program. The
tourism industry in India plays a significant role in the economic multiplier and
becomes critical since India must grow at rapid rates and create jobs. India offers
geographical diversity, world heritage sites, and niche tourism products like cruises,
adventure, medical, ecotourism, etc. Incredible India has spurred growth in Tourists
Arrivals and Employment. India aims to increase cruise passenger traffic from 0.4mn at
present to 4 MN. Economic potential of Cruise tourism is expected to go up from
$110million to $5.5 billion in the years to come. Tourism tends to encourage the
development of multiple-use infrastructure including hotels, resorts, and restaurants,
transport infrastructure (aviation, roads, shipping, and railways), and healthcare
facilities. Indian Tourism is ranked 13th in terms of Visitor exports, WTTC (2020), and
currently ranked 54th on World Economic Forum’s Travel and Tourism Development
Index (2021).By 2030, India is expected to be among the top five business travel
markets. 100% FDI in the tourism industry is allowed under the automatic route 100%
FDI allowed in tourism construction projects, including the development of hotels,
resorts, and recreational facilities. India is the most digitally advanced traveler’s nation
in terms of digital tools being used for planning, booking, and experiencing a journey.
India’s rising middle class and increasing disposable income have supported the growth
of domestic and outbound tourism. The Indian airline travel market was estimated at
US$ 20 billion and is projected to double in size by 2027 due to improved airport
infrastructure and growing access to passports.

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Karnataka Tourism

Karnataka is a state in southwest India with Arabian Sea coastlines. The Capital,
Bengaluru (formerly Bangalore), is a high-tech hub known for its shopping and nightlife.
To the southwest, Mysore is home to Lavish Temples including Mysore Palace, the
Former seat of the region’s maharajas. Hampi, once the medieval Vijayanagara empire’s
capital, contains ruins of Hindu temples, elephant stables, and a stone chariot. Located
amid the Western Ghats, Deccan Plateau, and Kannard Coast, Karnataka is home to
various forests, beaches, waterfalls, coffee plantations, lakes, and all the bounties of
nature. The state also boasts of historically significant monuments and structures that
attract visitors from far and beyond. The official tagline of the Karnataka Tourism
Department is - One State Many
World

Major Destinations in Karnataka

1.Coorg (The Scotland of India)

Located amidst imposing mountains in Karnataka with a perpetually misty

landscape, Coorg is a popular coffee-producing hill station. It is popular for its
beautiful green hills and the streams cutting right through them. It also stands as a
popular destination because of its culture and people. The Kodavas, a local clan
specializing in martial arts, are especially notable for their keen hospitality.

2.Badami (Home to Mesmerising Cave Temples)

Located in a valley of rugged red sandstone, surrounding Agastya Lake, Badami
(formerly known as Vatapi) is an archaeological delight owing to its beautifully
crafted sandstone cave temples, fortresses, and carvings. Located in the Bagalkot
district in Karnataka, Badami is part of the UNESCO World Heritage Sites that
constitute Aihole-Badami-Pattadakal and is the finest

3.Mysore (Home to the Mysore Maharajas)

Famously known as The City of Palaces, it wouldn’t be wrong to say that Mysore,
currently Mysuru, is one of the most critical places in the country regarding ancient
reigns. It is replete with the history of its dazzling royal heritage, intricate

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architecture, its famed silk sarees, yoga, and sandalwood, to name just a few.
Located in the foothills of the Chamundi Hills, Mysore is the third most populated
city in Karnataka, and its rich heritage draws millions of tourists all year round. The
highlight is the majestic Mysore Palace, a UNESCO World Heritage Site, which is a
must-visit. Mysore was one of the three largest Princely States in the erstwhile
British Empire of India. To this day, the Mysore Palace stands tall as one of the
most spectacular palaces in India. A very famous tourist spot that sees thousands of
visitors milling in and around it every day, the Mysore Palace is a mesmerizing
example of Indo-Saracenic architecture, every inch of the palace drips with
opulence and intricate details, and every room that you visit stands out in terms of
its elaborate architecture, beautiful paintings, rich colors, and stained-glass
windows. Every Sunday, and during the Dussehra celebrations, the palace is
spectacularly lit up once dusk falls.

4.Kudremukh (Close to the Nature's Face)

Popular and named after a mountainside that resembles a horse's face, Kudremukh
is famous for its biodiversity and scenic beauty. A popular hill-station among the
Bangalore crowd, Kudremukh is a hill range in the Chikmagalur district of
Karnataka. Kudremukh Peak is a paradise for trekkers and naturists alike, with its
mountainous paths and floral and faunal diversity.

5.Hampi Tourism (The abode of ancient ruins, rusty colors, and fascinating
landscape)
Hampi, the city of ruins, is a UNESCO World Heritage Site. Situated in the
shadowed depth of hills and valleys in the state of Karnataka, this place is a
historical delight for travelers. Surrounded by 500 ancient monuments, beautiful
temples, bustling street markets, bastions, treasury buildings, and captivating
remains of the Vijayanagar Empire, Hampi is a backpacker's delight. Hampi is an
open museum with 100+ locations to explore and a favourite way to see the city
from the perspective of its history. Hampi was the capital of the Vijayanagar empire
around 1500 AD, and by some accounts, the second largest city in the world at that
time. Over the next centuries, it fell out of importance, and now you can explore the
ruins of a lot of temples and other structures spread out over a vast area. The terrain

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around Hampi is as mysterious as the ruins themselves - the city is surrounded by
boulders of different sizes, and you can climb to the top of them with a little effort
to get a stunning view of the entire city and the geography. It is located on the banks
of the Tungabhadra River.

6.Jog Falls (Second Highest Waterfall in India)

The second-highest plunge waterfall in India, Jog Falls is a major tourist attraction
in Karnataka and is the highest waterfall in the state. Second, to the Nohkalikai Falls
of Meghalaya, Jog falls drops about a huge 253 m (850 ft.) in a single fall.
However, due to the construction of Linganamakki Dam, which is a hydroelectricity
plant close by, the flow in the falls is hugely restricted before monsoons. So, it is
best to go during the Monsoon season to see the falls in their full form. Jog Falls is a
2 hours’ drive from the main Shimoga city. Also known as Gerosappa Falls or the
Joga Falls, this seasonal waterfall is broken into four segments - Raja, Roarer,
Rocket, and Rani. They're named based on certain characteristics of the streams.
Raja is an unbroken stream, Roarer is a strong and violent current that gushes down
to meet the Raja stream, Rocket flows down in different jets and Rani is a quiet
stream with falls in foam.

7.Murudeshwar (Home to the World's Second Tallest Shiva Statue)

Murudeshwar is home to the second tallest statue of Lord Shiva (123 ft) in the
world. With the shimmering Arabian Sea on three sides and the magnificent
Western Ghats imposing their presence on this town, it is a favourite picnic spot
for the folks from Kerala and Karnataka. The beaches and the adventure activities
around Netrani island are significant attractions for tourists.

8.Bandipur National Park (Tiger Reserve in the Nilgiris)

Situated in Karnataka, Bandipur National Park was once the hunting grounds of the
Maharaja of Mysore. It was later established as a reserve in 1974 under Project
Tiger and these deciduous forests rich in wildlife have become a popular tourist
attraction since then. It is 80 km from Mysore in route to Ooty in Tamil Nadu. Due
to a lot of wildlife casualties because of speeding vehicles that go through the park,
a ban on traffic between 9 PM to 6 AM has been established to ensure the safety of

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the animals of the park. It is in the Nilgiris and is the first Biosphere Reserve in
India. Spread over 874 sq. km, the park is replete with a wide range of endangered
wildlife like elephants, hornbills, deer’s, pythons, sloth bears, pythons, panthers,
etc., and multitudes of teak and sandalwood trees. Bandipur National Park is
neighbors with the Nagarhole and the Wayanad Wildlife sanctuaries and is a few
minutes from the Mudumalai National Park.

9.Shivanasamudra Falls (The guardian of waterfalls)

Situated on the banks of river Kaveri, Shivanasamudra is primarily a hydropower
project location but has gotten massive attention for its stunning waterfalls:
Gaganachukki and Barachukki. Travelers enjoy the view of waterfalls from the
benches, and some steps take visitors to many levels of vantage points. The
Barachukki Falls cascades down from 250 feet with a U section resembling the
Niagara Falls. The Gaganachukki falls is a brilliant sight especially after the rains
when the river Kaveri is full. There is paid parking available at the vantage point,
and there are also some shops serving refreshments. However, there is a scarcity of
restaurants near the vantage point. The Ranganatha temple here attracts pilgrims.
The Cauvery Wildlife Sanctuary is another important attraction here and is popular
if you go fishing and trekking.

10.Kabini Tourism (Home to Breath-taking Landscape and Wildlife)

Located around 245 km from Bangalore, Kabini is primarily known for its handful
of luxury resorts around the Kabini River and Nagarhole National Park in the
vicinity. Please note that there are not many budget-friendly accommodations near
Kabini River. It is a popular weekend getaway from Bangalore, Mysore, and
Mangalore.

11.Shimoga (A Backpacker's Paradise)

With nature in its full bloom, the town of Shimoga has been home to several great
dynasties and kingdoms. Packed with several marvels of nature in the form of
picturesque landscape, gorgeous waterfalls, mystical temples and lush green
surroundings, its raw beauty will leave you absolutely enchanted. The main city of

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 Shimoga District derives its name from the words 'Shiv-Mukha' implying 'Face of
Lord Shiva'.

12.Bijapur (Home to the Taj Mahal of the Deccan)

Famous for the Gol Gumbaj and Ibrahim Rauza which is the Taj Mahal of the
Deccan, Bijapur is a tourist destination in Karnataka that takes its visitors back in
time through its glorious ancient structures. Bijapur is an important commercial
district in the state of Karnataka. Built around the 10th-11th century by the Kalyani
Chalukyas, Bijapur was known as Vijayapura in those times. Vijayapura literally
translates to City of Victory. Among other important attractions, there are various
mosques including Jumma Masjid, palaces and citadels.

 Potentiality of tourism in India

The Indian tourism and hospitality industry has emerged as one of the key drivers of
growth in the services sector in India. Tourism in India has significant potential
considering the rich cultural and historical heritage, variety in ecology, terrains, and
places of natural beauty spread across the country. Tourism is an important source
of foreign exchange in India like many other countries. The foreign exchange
earnings from 2016 to 2019 grew at a CAGR of 7% but dipped in 2020 due to the
COVID-19 pandemic.
According to WTTC, India is ranked 10th among 185 countries in terms of travel &
tourism’s total contribution to GDP in 2019. In 2019, the contribution of travel &
tourism to GDP was 6.8% of the total economy, Rs. 1,368,100 crores (US$ 194.30
billion). In 2020, the Indian tourism sector accounted for 39 million jobs, which was
8% of the total employment in the country. By 2028, Indian tourism and hospitality
are expected to earn US$ 50.9 billion as visitor exports compared with US$ 28.9
billion in 2018.
The travel market in India is projected to reach US$ 125 billion by FY27 from an
estimated US$ 75 billion in FY20. The Indian airline travel market was estimated at
US$ 20 billion and is projected to double in size by FY27 due to improving airport
infrastructure and growing access to passports. The Indian hotel market including
domestic, inbound, and outbound was estimated at US$ 32 billion in FY20 and is

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expected to reach US$ 52 billion by FY27, driven by the surgingdemand from
travelers and sustained efforts of travel agents to boost the market.
By 2028, international tourist arrivals are expected to reach 30.5 billion and
generate revenue of over US$ 59 billion. However, domestic tourists are expected to
drive the growth, post-pandemic. International hotel chains are increasing their
presence in the country, and they will account for around 47% share in the tourism
and hospitality sector of India by 2020 and 50% by 2022. FTAs during the period
January- March 2022 was 784,750 as compared to 306,641 in March 2021
registering a growth of 155.9%.

Introduction To Hospitality Industry

The word hotel is derived from the French hotel, which refers to a French version of
the townhouse. The term hotel was used for the first time by the fifth Duke of
Devonshire to name a lodging property in London sometime in AD 1760.
Historically, in the United Kingdom, Ireland, and several other countries, a
townhouse was the residence of a peer or an aristocrat in the capital of major cities.
The word hotel could have also derived from the hostel, which means ‘ a place to
stay for travellers‘.
A hotel is defined by the British Law as a ‘place where bonafide travellers can
receive food or shelter, provided he/she is in a position to pay for it and is in a fit
condition to be received‘. Hence, a hotel must provide food (and beverage) and
lodging to a traveller on payment, but the hotel has the right to refuse if the traveller
is not presentable (either drunk, or disorderly, or unkempt) or is not in a position to
pay for the service

History of Hotels
The invention of currency and wheels sometime in the 5th century BC are
regarded as the two main factors that led to the emergence of inn-keeping and
hospitality as a commercial activity. While Europe can safely be regarded as the
cradle of the organized hotel business, it is in the American continent that one
sees the evolution of the modern hotel industry over the past century

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Different Types of Accommodation in the Hotel Industry
It is important to understand that the hotel industry is a catch-all term to
describe guest accommodation services. With that in mind, it is worth noting
that a variety of different accommodation types fall under this umbrella term.
Some of the main types are described in more detail below:
Hotels
The most common type of accommodation in the hotel industry, a hotel is
defined as an establishment that offers overnight accommodation, meals and
other services. They are mainly aimed at travellers or tourists, although locals
may also use them. Hotels provide private rooms and almost always have en-
suite bathrooms. Bed and Breakfasts
Bed and breakfasts, or B&Bs, are smaller establishments offering guests private
rooms for overnight stays and breakfast in the morning. Often, these
establishments are converted from private homes, and many B&B owners live
on their property. While they are often a budget option, high-end or luxury
B&Bs exist.

Motels
Motels are a form of overnight accommodation tailored towards motorists. For
this reason, they are typically located conveniently by the roadside and offer
ample free parking. A motel will generally have a number of guest rooms and
may have some additional facilities but will usually have fewer amenities than
hotels.

Botels
‘Botel’ is the name given to a boat that has been adapted to offer hotel-style
lodgings. Many botels are permanently moored riverboats, although others are
converted ships, which can travel with guests on board. They are especially
popular in European cities with rivers or canals.

Inns
An inn is an establishment that provides temporary accommodation, usually along
with food and drinks. Inns are smaller than hotels and are closer in size to bed and

17
breakfasts, although inns are often slightly larger. Guests are allocated private
rooms; food options usually include breakfast and dinner.

Resorts
Resorts are commercial establishments, usually consisting of a hotel and a
variety of on-site services and amenities. Guests will usually have access to
lodgings, restaurants, bars, entertainment options, recreational activities, and
shops, which can all be accessed without leaving the premises.

Serviced Apartments
Popular among business travelers, serviced apartments are apartment-style
lodgings, where guests benefit from a full range of services, such as room
service, housekeeping and laundry services. Most serviced apartments also offer
additional amenities, while the apartments tend to be larger than most hotel
rooms.

Hostals
Often confused with hostels, a hostal is a form of accommodation primarily
found in Spanish-speaking regions. They resemble a budget hotel, offering
either private bedrooms or apartments, while they may also have a bar,
restaurant and/or café. Most hostals are family-owned, and guests may
sometimes share bathrooms with others.

Hostels
A hostel is a form of accommodation, typically aimed at those on a budget,
where multiple guests sleep in different beds in the same living space.
Effectively, guests pay for a bed, rather than a private room, and hostels hold a
particular appeal for those looking to meet new people. Guests will usually
share kitchen and bathroom facilities.

Apartment Hotels
An apartment hotel is essentially an apartment building that operates hotel-style
services. It provides a similar experience to renting an apartment, albeit with the

18
option to check-in and check out on-demand rather than signing a fixed-term
contract. These hotels will generally also provide basic housekeeping services.

Boutique Hotels
Often promoted based on aspiration and luxury, boutique hotels are hotels
situated within relatively small buildings. In most instances, they provide guests
with upmarket rooms and high-quality services. They often have a particular
theme and are commonly found in trendy urban areas.

Condo Hotels
A condo hotel is a condominium building that operates as a hotel, allowing
guests to rent a condominium unit for a short period. They are almost
exclusively found in cities, are especially popular in the United States, and
combine the holiday home experience with hotel-style service features.

Eco Hotels
The basic definition of an eco-hotel is a hotel, which has taken steps to embrace
sustainable living practices to minimize the environmental damage they are
responsible for. They may prioritize the use of local products, adopt recycling
measures, focus on energy saving, and use sustainable bed linen and towels.

Guest Houses
Typically, a guest house is a private house, which has been converted to provide
guest lodgings. It is common for the guest area to be kept completely separate
from another area, where the owner may live. Some guesthouses provide
additional services, but many are operated on a self-service basis.

Holiday Cottages
A holiday cottage, also known as a holiday home, is simply a cottage or small
house left to people temporarily for holiday purposes. Essentially, a guest pays
to use the property for a short period of time. They are especially common in
the UK, US, and Canada, and a key advantage is the freedom they offer guests.

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 Pensions
Pensions are a form of the guest house, similar to bed and breakfasts, while
providing more meals throughout the day. In most cases, guests have an option
of different plans, such as full board, where they get breakfast, lunch, and
dinner, or half board, where they may get breakfast and dinner, without the
lunch.

Pop-Up Hotels
A pop-up hotel is a name given to a hotel that is housed within a non-permanent
structure. Typically, pop-up hotels exist for a short period of time only. They
are most commonly associated with outdoor events, but pop-up hotels may also
be established for a particular time of year, such as Christmas or the summer.

Roadhouses
Finally, roadhouses are relatively small establishments situated next to a road to
attract passing customers. In some ways, they combine the features of a motel,
B&B, and inn. They often offer several private guest rooms, similar to a B&B,
and may also have a restaurant and/or a bar.

Front Office Department

As the frontline of every hotel, the Front Office is very crucial. this department
has the task of image-building, which means they are the guests’ first and last
point of contact.
In a hotel’s daily operation, the Front Office’s responsibilities include:
• Guests’ check-in and check-out process;
• Room reservation, registration, and assigning it to the guest;
• Guest or customer service,
• Settlement of bills.

Housekeeping Department
This department does most of the hard work behind the scenes. They are the ones who
ensure that every guest is as comfortable as they should be.

20
The Housekeeping staff carries out a number of daily tasks that aren’t as simple as they
seem. To be more specific, some of their major responsibilities are as follows:
• Cleaning and making beds in the guest’s room;
• Replacing dirty linens and towels, and restocking amenities for the guest,
• Taking out the trash, room service trays, and performing recycling.

Food and Beverage Department

The key function of the Food and Beverage department is to provide food and
drinks service to customers. In this department, the staff is usually divided into
the Kitchen and Service sub-departments.
In general, Food and Beverage department’s staff are assigned the following duties
to support the hotel’s business operations:
• Ensure that the guests received high-quality meals that meet the regulations;
• Serve the best culinary and customer service;
• Dining table arrangement and welcoming the guests,

Security and Maintenance Department Security

and Maintenance Department.
Similar to the Housekeeping department, most of the Security and Maintenance
department jobs are done out of public view, but their contribution is as
important as other departments for the hotel’s seamless operations on a daily
basis

Human Resources Department

Now that the hospitality industry is blooming again, hotels and resorts
everywhere are opening up work opportunities for talented candidates. In order
to find and recruit these desired talents, the Human Resources department is the
one team who’s responsible for this area.

Sales and Marketing Department

In order for hotels to generate income and become profitable, sales and
marketing are essential to reach the target audiences and persuade them into

21
 buying decisions. This is where the Sales and Marketing Department comes into
the picture
Finance Department
Last, but not least hotel department which is critical to the business is the
Finance Department. This department serves a significant purpose in the entire
financial activities of a hotel.

CHAPTER-2
COMPANY PROFILE
HOTEL GRAND SEASONS

History

This is a hotel which was stared at 1995 and this is a hotel were they have been maintain
trust and giving their best service till to the date and they have been improving their
service in All aspects they are surviving since past 28years they have even adopted to the
digital market at the same time they have been surviving nearly three thousand people
every year only the rooms but if they include even the party hall and conference room then
it is of one lakh guest who visit the hotel and take the service by the hotel . Now they have
even opened a new branch in Mahadhavpura and they have been having a huge progress
and a good growth in all the ways the chairmen of the hotel is Gokul They do generate an
income of 5 crores The funding was reported to be used for the development of
infrastructure, more specifically to connect Advisors and Agents with travellers. The
company reported that funding would also be used to expand internationally. Grand season
is based in India and has offices in India itself. Enjoy all that Bangalore has to offer with a
stay at Grand Seasons -The Business Hotel. With its convenient location, the hotel offers
easy access to the city's must-see destinations.

Address
3M, 123, Outer Ring Road, NGEF Layout, Kasturi Nagar, HRBR Layout, Bangalore, India, 560016

22
Introduction
Grand season is an online and offline hotel company that provides room, party, halls and
dinning packages for all the guest abroad. The company is based in Bangalore, India with
offices in India Customized based on location and activities.

Services
Grand season provides rooms services, party decorations, dinning, enjoy all that Grand
Seasons -The Business Hotel has to offer! Free internet access provided within the hotel
keeps you connected throughout your stay. Airport transfer services can be booked before
your check-in date, to ensure a smooth and convenient arrival or departure. Car hire and
shuttle services provided by the hotel make exploring Bangalore even more convenient.
For guests arriving by car, parking is provided free of charge. Always get the assistance
you need with front desk services including express check-in or check-out and luggage
storage. Booking the best tickets and getting the hottest restaurant reservations are made
easy with help from the hotel's tours. For longer stays or whenever you need it, the dry
cleaning service and laundry service keep your favourite travel outfits clean and avail.
Available services like 24-hour room service, room service and daily housekeeping let you
get the most out of your time at the Grand Seasons -The Business Hotel. For health
reasons, smoking is not permitted anywhere inside the hotel. For guests who would like to
smoke, the designated smoking areas are available. All guestrooms at Grand Seasons -The
Business Hotel provide guests with a range of amenities to ensure a restful night. Enjoy
your stay even more at the hotel, knowing that some selected rooms include air
conditioning. For a bit of entertainment, guests will find television available in some
selected rooms. Bathroom amenities are just as important as others, and at the hotel you'll
find toiletries and towels available in some guest bathrooms. Dining and things to do Each
morning you can start the day with a delicious inhouse breakfast offered at Grand Seasons
-The Business Hotel. A number of great dining options at the hotel assures that you'll
always have convenient and delicious choices. A great night out couldn't be easier! Enjoy a
fun evening without traveling outside at the bar. Fill your days with the array of activities
and facilities offered at Grand Seasons -The Business Hotel. A relaxing end to every day is
possible with a visit to the massage, salon and spa. Burn off you vacation calories with a
quick visit to the hotel's fitness facility. Reasons to stay her Find rooms here that are
cheaper than 85% of all other options in the city. Compared to the city's accommodation

23
options, this hotel scored higher than 92% of them for food and dining. According to
guests who stayed here, this hotel's room comfort is rated higher than 92% of other
accommodations in Bangalore.

Vision, Values, and Strategy

Distinguishing the Grand Seasons culture vision and strategy, developed in collaboration
with leadership and world-class board members from around the world, focuses on
working together and enhancing the core value.
● Integrity is everything

Grand Seasons believes that nothing is more important than reputation and behaving with
the highest levels of integrity is fundamental to who a Grand Seasons is. Grand Seasons
demonstrates a strong commitment to sustainable, responsible business practices.

● Outstanding value to markets and clients

Grand Seasons play’s a critical role in helping both the capital markets and our member
firm clients operate more effectively Grand Seasons considers this role a privilege, and
Grand Seasons knows it requires constant vigilance and unrelenting commitment.

● Commitment to each other

Grand Seasons believes that Grand Seasons culture of borderless collegiality is a

competitive advantage for Grand Seasons, and Grand Seasons goes to great lengths to
nurture it and preserve it. Grand Seasons goes to extraordinary lengths to support people.

● Strength from cultural diversity

Business challenges are complex and benefit from multidimensional thinking. Grand
Seasons believes that working with people of different backgrounds, cultures, and thinking
styles helps our people grow into better professionals and leaders.
Mission
Accelerate the return and rise of travel and tourism.

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Purpose
● Give rooms, dining hall, party, do even hall packs who travel from outside country
smart platform that makes running their business easier and more professional than
ever.

● Give Travelers a simpler, more enjoyable way to leisure and take vacations, backed
by the best professional service.
Beliefs
● The hotel should be easier for everyone involve them get assess in all the ways
means the amenities

● They provide 24/7 service for the guest who come and give quality service to
the guest
● Travelers should be free to plane to book for their vacations with confidence
3,00,000 Travelers
● More than 1,00,000 travelers have trusted Grand Seasons over the last twenty-
eight years for their accommodation.
Travelers from Anywhere

Grand Seasons will take customers anywhere in the world.

● Best Prices

Customers get a best and cheap price with Grand Seasons at the best value.

● 24*7 Concierge

Grand Seasons will stay connected all the time while you are in the hotel to ensure
it’s seamless.

Department Structure
1. B2B Department

Customers, known in B2B business as buyers, are represented by a buyer organization

in the B2B Organization structure. Individual users who belong to B2B organizations

25
must register under their respective organizations. A seller Organization is created to
own all the organizations that own stores.
2. B2C Department

The organization structure of a B2C store contains three organizations: root, default, and
seller. The following diagram depicts the B2C organization structure. All organizations in
the business become descendants of the root organization. The site administrators who
maintain the online site, are owned by the root.
3. Operations (Post Sales Department)

An organizational structure is a system that outlines how certain activities are directed to
achieve the goals of an organization. These activities can include rules, roles, and
responsibilities. The organizational structure also determines how information flows Grand
Seasons levels within the company.

4. Customer Service Department

Customer service organizational structure is the hierarchy and rules that a company
establishes within its Customer Service Department. Customer service organizational
structures help professionals understand the expectations for their roles and which
managers and team lead they should contact concerns.

5. Human Resource Department

The Structure of HR includes functional areas such as recruiting and staffing,

benefits, compensation, employee relations, HR compliance, organizational design,
training and development, human resource information system (H.R.I.S), and
payroll.

6. VISA Department

Visa Officers A(VOA) are senior locally engaged assessing and/ or decision-making
officers within the Immigration section. They may be placed in a visa or citizenship
processing team or within the New Delhi Integrity Section (NDIS), undertaking
verification checks or assisting with investigations.

26
7. Product department

Product development teams are responsible for understanding customer needs, creating
something new, and bringing it to market. Besides choosing what to build, they
communicate the benefits and measure the performance of the product-crucial duties
within any company.

CHAPTER -3
LEARNING EXPERIENCE

Report prepared on work experience as a front office staff and assisting in

reservation department in Hotel Grand Season (Kasthurnagar,Bangalore) from 19 th
June 2023 to 19th July 2023 .

INTRODUCTION
During the internship the interns were given various roles in the hotel in the motive of
gaining more knowledge about the hotel industry and roles of different department
.
The task assigned to the interns are as fallows:

• Performing all check-in and checkout tasks (Front office department )

• Management online and phone booking (Reservation )
• Management of the hotel PMS (Property management system )
• Keep records of reservation and payment upto date (Back office )
• Supervision of guest support (Guest Relation department )

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 • Assisting and Co-ordinating events (Event Managing department )

On the first day of the internship the trainees where given a brief introduction about the
hotel such as total rooms, different types of rooms, various features in different rooms
and speciality of the rooms and halls available and capacity of the halls and
specification and various series offered by the organization to the customer or
clients .Later on the inters where given training in different department and different
roles for understand the functionality of the hotel industry and contribution of different
department for the successfully running the organization. During the internship the
trainees was given multiple task which helps and develops various skills such as
management skill ,leadership skill, communication skill ,decision making etc. as well
as technical skill like entering the guest information in the software used by the
organization etc.
Summary of experience’s on weekly basis
Week One
On the first day of joining the interns where given a brief introduction to the hotel ,the interns
where given information regarding the hotel rooms various hotel rooms , total number of
rooms and various facilities available in the hotel as well as the different amenities and which
varies room to room .In the hotel Grand Season there where total 38 rooms it includes 16
deluxe rooms ,16 double rooms ,4 superior rooms,2 suit rooms and 2 party hall,1 restaurant
and a spa. Later the interns where given introduction to every departments in the hotel in
motive of giving entire knowledge of how a hotel functions and the management assigned a
supervisor staff to take control of the interns and assigning basic tasks to the interns such
collecting guest documents and making a copy of it and filing in the front office.

Later the interns where given training in the front office department regarding the document
necessary for booking the room in the hotel such as ID proof, address proof, contact details
and verify the details provided by the guest and convey them gently if there is any issue
regarding the verification of the documents provided. Attendance where considered by
checking the entry and exit signature in the register book by the interns.

Week Two

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During the second week the interns continued assisting in the front office department and
perform various tasks such as welcoming guest, collecting id proofs and checking the
availability of rooms if the guest walk in directly and if the guest have pre booked the rooms
through phone call or through any of the online websites such as Bookmyroom.com, Agoda
etc., and assist them to fill the guest reservation card (GRC). The interns where supposed to
check the acknowledgement provided after booking and verify with it .After verifying guest
ID proofs and there acknowledgement if books online then proceed to issue room key in this
case it was smart card which used to access the room and request the guest for any wake up
calls and which meal plan they choose if they needed and give a short information regarding
the services offered and facilities available in the hotel. Later the interns where given
training to attend phone calls regarding room booking and complaints by the guest and
inform to the respective departments regarding the problems faced by the guest and make
shure that the issue is solved and the guest is satisfied with the service and get a feedback
with the guest regarding the service. This helped a lot to develope communicating skills to
the interns.

Week Three

During week three the interns gained lot of knowledge of how a hotel industry works and
how various departments work and the interns where comfortable with other staff members
which made the managerial work easy for the inters as well as other staffs of the hotel. Later
performing multiple tasks in the front office department and assisting the staffs of the
reservation department and coordinating with the guest support the management assigned the
interns to coordinate with the house keeping team .In the beginning the interns give the entire
knowledge of the house keeping department such as how a room should be after and what
are the necessary changes to be done after a guest check outs and inspect the amenities’ and
refill the complementary products .Then continuing with the housekeeping department the
interns where assigned with different task such as inspecting the room after the guest check
out and update to the housekeeping department so that the respected staffs can make the
necessary changes to the upcoming guests .The interns where also supposed to update the
room status to the reservation department so that they can update in the online room booking
platforms. In case of any issue in the room services and the issues in amenities the interns
where coordinating with the guest as well as respected staffs and ensure that the guest is
satisfied with the service.

29
Week Four

During this week the interns had a entire knowledge regarding the hotel, such as how it runs,
managerial levels, how hotels functions, various departments in the hotel, functions of the
departments the interns where assigned tasks in reservations and assisting with the event
manager. When it comes to reservation department the interns where coordinating with the
staffs in the reservation department in attending call regarding room booking and giving
information about the facilities, services available, room tariff etc. The inters was also given a
basic knowledge about the Property Management System (PMS) it is the soft used by the
hotel which inter connects with the various other departments of the hotel this helps a lot in
communicating with other respective departments and makes this faster which is necessary to
the hotel industry .When it comes to event coordinating with the event manger it includes
explaining about the venue i.e the party hall ,and taking them to the respective venue and help
them to find what they are looking for and consulting them according to the pax they are
requesting .When the event is conformed and booked the interns has to visit the venue before
the event day and ensure that the necessary amenities and other required items are proper if
not it has to be informed to the respective departments and during the day of the event the
interns will make sure the every arranges required are done and when it comes to food the
interns will take a signature from the respective who booked the venue and for food stating
that requested plates for the pax are provided and inform the kitchen department to proceed
with serving the food and if there is any shortage of food the interns are responsible to update
to the kitchen department so that there is no issue in catering and guest satisfaction is also
important.

 Experiences in front office department.

The front office department is the first point of contact to the customers and the main
point while they stay in the hotel which creates the impression on the hotel. All the guests
will interact with the front office department. The guest w will book reservations through
the front desk, and then check-in when they arrive. If they have problems or queries, the
front office is the department that will deal with them. The guest will interact with the
front office again when they check out and leave. The front office will also assign their

30
 rooms and keep the room status updated. The front office department also Handel the
payments for accommodation and services. The front office plays a major role in creating
a memorable and beast experience for the guest during their stay in the hotel like
performing smooth check-in and checkout. It is the face and resemblance of the hotel. The
front office also handles guest quires and respond quickly to the guest as soon as possible
regarding their problem.

Tasks performed in front office department

1. Guest Check-in and Check-out
One of the primary responsibilities of the front office department is to handle guest
check-in and check-out. The front desk staff welcomes the guests, verifies their
reservation, and provides them with the necessary information about the hotel’s
amenities and services. 2. Reservation Management
The front office department is responsible for managing hotel reservations. They
keep track of the number of rooms available, take reservations, and provide guests
with confirmation of their bookings.
3. Handling Guest Requests and Complaints
The front office department is responsible for handling guest requests and
complaints. They must promptly address guest concerns and ensure that guests are
satisfied with the services provided.
4. Cash Management
The front office department handles cash management, including maintaining accurate
records of cash and credit transactions, processing payments, and ensuring that all
transactions are properly recorded.
5. Safety and Security
The staffs in the front office department is responsible for ensuring the safety and security
of guests and hotel property. They must maintain a log of all guests entering and leaving the
hotel, monitor the CCTV cameras, and ensure that all safety procedures are followed.

Various Roles In Front Office Department

Front Office Manager
One of the most important functions of the Front Office Manager is Time Management. The
nature of the Front Office job is such that he is almost always crowded with various jobs and
he often loses control over his time. He should be able to match the job needs to time
31
available for effective and efficient performance. Time is a unique resource (24 hrs a day)
and in highly perishable resources and its supply can’t be increased. For maximum utility, the
manager should first understand how he is utilizing his time currently and then decide how he
should spend his time.

Assistant Front Office Manager

Assists front office manager in supervising and coordinating the day to day
operations of the front office staff and resolves internal problems. Arranges
schedules of room salespeople. Deals with problems arising from guest complaints
and reservation and room assignment activities. Interviews and hires applicants.
Responsible also for any miscellaneous duties assigned by the front office manager.
Assumes the responsibilities of the front office manager upon his absence.

Reservation Manager
The reservation manager plays a very important role in the hotel as he manages all
the issues regarding reservation and updates the availability of rooms and services in
all other platform where the guest or Clint can book their rooms. The reservation
manager also .Supervises and answers inquiries of reservations agents .Arranges
schedules of reservations agents. Supervises and coordinates activities of filing
clerks Keeps a record of all reservations and makes a monthly room nights report; in
addition, prepares a half-year report of all accounts and their respective production.

Lobby Manager
The lobby manager schedules the duty roster and determines justification for
manpower strength. Handles guest complaints, and ensures that the front office has
good relations. With all departments. Coordinates with various departments for
effective guest handling. The lobby manager also Co-ordinates with the front office
(reception and information) to facilitate rooming and departure of guests and front
office cash (to allow credits).

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 Bell boy

The bell takes care of the guest luggage’s accordance to the preference of the guest
.He also supervise the lobby attendants. Control their movement and activities on
the lobby attendants control sheet. Advise the assistant manager-lobby periodically
on the performance of lobby attendants, and at times provides information to the
guest.
Handle left luggage formalities and maintain the baggage checkroom.

Crew co-ordinator

The crew co-ordinator or the assistant keeping the crew lounge clean and ensures
that all services are planned and he is in constant touch with the crew to answer their
queries h helps them to arrange sightseeing, tours, and shopping for crew and group
members and handles their complaints and suggestions. Ensures their ‘Wake up call’
are given on time. It also ensures that the ‘crew rooms’ are blocked before their
arrival and am ready on time. Keeps liaison with crew members. He is responsible
for the necessary equipment in the crew lounge.

 Experiences in Reservation Department

The role of reservation department is not limited to making reservation. It also maintains
records of the hotel occupation capacity , which helps in planning sales and marketing
strategies

Role of Interns in Reservation Department

• Ensures room on arrival – A guest who makes prior reservation is ensured of the required
type of room and number of rooms for his entire stay in the city. This saves him from the
difficulty of finding accommodation on arrival especially during peak seasons when most of
the hotels are full.
• Budgeting – As the guest is informed about the tariff of room reserved at time of booking,
he is able to budget his holiday or tour, taking in account the amount he spends on his stay,
food, entertainment etc.

33
• He is able to plan his holiday or tour without worrying about the basic needs of
accommodation and food
• . Other facilities – The guest is ensured of certain facilities offered by the hotel which can
be confirmed by making the reservation e.g. iron and ironing board on loan basis, laundry
services in hotel, Wi-Fi, tea and coffee maker, kids’ zone, provision of babysitter, etc.

Points to be considered while accepting a reservation request

Write names clearly. Surname in block letters.

1. A slight difference in spellings may delay a receptionist in locating the reservation of

a guest on arrival. Always get the last name and the first name correctly with
spellings.
2. Ask for exact date and time of arrival and departure.
3. Avoid taking reservation for an indefinite date.
4. For the time of arrival, apply the European system of 24 hours.
5. Clarify the type of meal plan to the guest.
6. If the arrival is given after midnight, make sure the reservation is recorded for the
next day.
7. Always specify the type of rooms and the no. of rooms required.
8. Explain to the guest that the rooms may not be available at the early morning hours,
since the checkout hour is generally 1000hours or 12 noon in most of the hotels. The
only way a guest can guarantee a room for very early occupancy is to have it reserved
from the night before.
9. When referring to previous correspondence or booking in case of a change or
cancellation,
10. Inquire from the guest their original date of arrival as all records are filled under
original date of arrival as all records are filled under original date of arrival

Steps in Modify a reservation type

.In this very case, the reservation assistant shall
a. Obtain the guest’s name, and access the correct non-guaranteed reservation.

34
 b. Obtain the guest’s credit card type, number and expiration date, and cardholder’s
name, and verify the validity of the credit card.
c. Assign the guest a new reservation confirmation number.
d. Complete the reservation type change from non-guaranteed to guarantee reservation
status

Steps in Reservation Cancelation

Reservationist accepting a reservation cancellation shall behave in a polite, courteous
and effective manner even though reservation might make the hotel faced with unsold
room(s). When cancelling a reservation, the reservationist shall issue and communicate
a cancelation number to the guest. In accordance to confirmation numbers, cancellation
numbers shall be meaningful as to be used for statistical purposes, and as to prove
whether a reservation has been properly cancelled according to hotel cancellation
policies or not.

 Experience on Hotel Property Management Systems (PMS)

Softer used in Hotel Grand Season is Lucid 360.

Hotel property management systems (PMS) manage all aspects of hotel business
operations, including the delivery of superior guest experiences. Traditionally, a
hotel PMS was defined as software that enabled a hotel or group of hotels to manage
front office capabilities, such as booking reservations, guest check-in/checkout,
room assignment, managing room rates, and billing. A hotel PMS replaced time
consuming, paper-intensive processes. Today, hotel PMS technology has evolved
well beyond the front desk. A hotel PMS is now a critical business operations
system that enables hoteliers to deliver amazing guest experiences

Easy hotel check-in/check-out

Provide anytime, anywhere service to your guests using a mobile-enabled cloud-based
hotel PMS. Untether your front-desk staff so they can check guests in, assign rooms,
enable guest services, and check guests out wherever there is internet connectivity

Mobile housekeeping

35
Increase housekeeping efficiency with instant updates on housekeeping mobile devices
when customers check out, freeing up rooms for cleaning. Enable greater flexibility with
room management and improve response time for room-service tasks. Identify and manage
room-maintenance needs, ensuring rooms are clean and in perfect condition

Integrated hotel back-office systems

Connect operations and financial processes by leveraging prebuilt integrations to accounts
receivable, accounts payable, payment gateways, hotel industry applications, and property
infrastructure devices. Integrate accounts receivable and commission handling. Ensure
accurate guest folios for faster, more accurate billing.

Effective hotel distribution

Increase room occupancy and ADR through real-time rate and availability management
across distribution channels. Boost sales through direct booking channels on brand
website.
Guest data
Centralize and secure customer data and improve the quality and accuracy of guest profiles
with reporting and analytics. Understand customer buying patterns so you can define more
targeted packages and services. Ensure compliance with national and international data-
compliance rules

Experience in Supervision of Guest support

Managing housekeeping services is one of the most tedious tasks for a supervisor. It‟s a
job full of responsibilities with a good amount of work pressure. The executive
housekeeper relies on great extent to the supervisory team. Defining roles and
responsibility of a house keeping supervisor is the most important role of a supervisor is to
ensure standards of cleanliness, hygiene and tidiness are maintained throughout the
premises and to manage the housekeeping department efficiently to maintain standards and
control costs. The Housekeeping Supervisor is responsible for training, supervising and
motivating the department personnel to ensure that all schedules are completed.
It involves making time and developing a practical structure to provide this support.
Good supervision enables staff to:

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 • build effective professional relationships
• develop good practice in the performance of their work
• exercise judgment and make good decisions  Improve the quality of work.

Supervisory Skills
 These skills includes:
 Guiding the work: Taking the direction of the organization and translating it into
actionable plans for the work group.
 Organizing the work: Assigning the people, equipment and task to meet the work goal
 .Developing your staff: Actively working to increase the skill level of each being
supervised
 Managing performance: Removing the obstacles to better performance so employees
can meet their own and the organization’s objectives
 . Managing relations: Developing and maintaining good relationship with other group
so that the supervisor’s employees and the organization meet their goals.

CHAPTER – 4
FINDINGS AND SUGGESTIONS

FINDINGS

 Unskilled Staffs
There were many unskilled staffs in the hotel who does not do their job
professionally .It affects the quality service of the hotel .Due to unskilled staffs there
was a lot of delay and confusion in the admiration department such as front office,
kitchen, housekeeping .

 House Keeping issues

Cleanliness is a basic requirement of every guest. Every guest ask for a clean and
tidy hotel room when they arrive to the hotel. A majority of hotel guests would

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 prefer a clean room over complimentary amenities every day during their
stay .Unclean rooms and improper basic amenities.

 Complaints on complementary products

Although it may not appear to be the most critical thing to consider, many guests
will anticipate complimentary amenities such as shampoo, soaps, coffee and tea,
despite the type of property at which they are staying (e.g., full service, limited
service, luxury, etc.). Unfortunately, a lack of these types of basic room
commodities can result in low guest satisfaction scores and negative online reviews
even if the rest of their stay is good.

 Parking Issues
As the hotel is located in a busy area and in the main road there is a lot of problems
faced by the guest visiting the hotel a well as the other civilians who are passing by the
way.This might create a negative image on the hotel ,this might cause guest not choose
this hotel as accessibility is one of the major aspect.
.

SUGGESTIONS

 Training the new workforce on a regular basis is the only remedy available.
Retaining a qualified staff requires to employ a few tactics. For example,
cultivating a feeling of belongingness and value for the team members will make
them attached to their jobs and sense of responsibility in their minds

 Housekeeping challenges in hotels need to be managed well with effective strategies

and thought processes. The housekeeping process needs to be aware of the clean and
dirty rooms and constantly maintain common areas. Do highlight these measures on
your website and social media handles to gain your guests’ trust

 To keep the visitors as pleased as possible, the hotel management would be wise to
stash large quantities of complimentary room supplies in closets and cleaning stations
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 around their property. This ensures that housekeeping teams are able to easily access
a reliable storehouse of these supplies quickly, no matter where they are on the
property

 The management can appoint a staff for clearing the traffic caused and help the guest
to feel free before entering the hotel as well as exiting and can also appoint
experienced staffs for vallet parking service which even more easy the managemet to
solve the parking issues.

CHAPTER - 5
CONCULUSION

The report is prepared on the experience, observation and active participation during the
internship in the hotel Grand Season(kasturinagar,Bangalore-560016) dated from June 19 to
July 19 of 2023.Through my internship I have learnt lot of managerial skill, techical
skills ,and life sikks as well . Along my training period, I realize that observation is a main
element to find out the root cause of a problem. Not only for my internship task but daily
activities too. During my training perioud, I cooperate with my colleagues and operators to
determine the problems. Moreover, the internship indirectly helps me to learn independently,
discipline myself, be considerate/patient, self-trust, take initiative and the ability to solve
problems. Besides, my communication skills is strengthen as well when communicating with
others. During my training period, I have received criticism and advice from other top leavel

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staffs and technician when mistakes were made. However, those advices are useful guidance
for me to change myself and avoid myself making the same mistakes again. In addition, I
also have the opportunity to practice and apply some of the things learned, either theoretical
or practical.
All the knowledge applied and learned throughout the training will be my best use to move
to the future of nature. In sum, the activities that I had learned during industrial training
really are useful for me in future to face challenges in a working environment

References
https://tourism.gov.in/
https://en.wikipedia.org/wiki/Tourism_in_India#:~:text=Tourism%20in%20India%20is
%204.6,Countries%20In%20The%20World'%20rankings.
https://www.eoiriyadh.gov.in/page/types-of-tourism-in-india/
http://grand-seasons-the-business.hotels-in-bangalore.com/en/
https://www.revfine.com/front-office-department-in-hotel/
https://hoteltalk.app/10-main-departments-in-hotels-resorts-hotel-industry/

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