CHAPTER 1 1.

1 INDUSTRY PROFILE
One of the fastest growing sectors of the economy of our time is the hotel industry. The hotel industry alone is a multi-billion dollar and growing enterprise. It is exciting, never boring and offer unlimited opportunities. The hotel industry is diverse enough for people to work in different areas of interest and still be employed within the hotel industry. This trend is not just in India; but also globally. Modern hotels provide refined services to their guests. This principle necessitated application of management principles in the hotel industry and the hotel professionals realized the instrumentality of marketing principles in managing the hotel industry. The concept of total quality management is found getting an important place in the marketing management of hotels. The emerging positive trend in the tourism industry indicates that hotel industry is like a reservoir from where the foreign exchange flows. This naturally draws our attention on HOTELMANAGEMENT. Like other industries, the hotel industry also needs to explore Human Resource Practices in Hotel Industry Avenues for innovation, so that a fair blending of core and peripheral services is made possible. It is not to be forgotten that the leading hotel companies of the world have been intensifying research to enrich their peripheral services with the motto of adding additional attractions to their service mix. It is against this background that we find the service mix more flexible in nature. The recruitment and training programmers are required to be developed in the face of technological sophistication. The leading hotel companies have been found promoting an ongoing training programme so that the personnel come to know about the use of sophisticated communication technologies.

1.2 COMPANY PROFILE

The Bristol Hotel is a part of BMK Group, a Private Sector Organization that offers services in Hotels / Resorts with Annual Total Turnover of 10 Crs and with Employee Strength of 1650. The Bristol hotel is formed and managed by BMK Group which was found in 1988 by Balbir Singh Kakar is a well diversified conglomerate in India. Over the decades BMK has maintained consistent growth in several industrial sectors while meeting or exceeding the quality expectation of its customers. One of the very few names of repute in the field of conglomerated business that includes Hospitality, Infrastructure, Information Technology, Education and Garments, BMK 1

Group intends to add value to every sphere of 1ife by introducing several opportunities for the people. In the last two decades or more, BMK Group has broadened its horizons and expanded itself in the areas of Hospitality, Infrastructure, Information Technology, Education and Garments. The Group started its first venture in India in 1988 under the name of Bright Star Inn. Other notable ventures that the Group endeavored on are The Bristol Gurgaon, Ramada Gurgaon. Besides, it has developed service Apartments and Group Housing Flats in Amritsar on the Jalandhar Road. Its Garment venture is operating from Okhla in New Delhi under the name of Bright Star Garment. Now, the Group is engaged in many more new ventures in the field of education, IT and real estate all of which are planned to be completed by the middle of this decade. Mission Statement Led by the principles of honesty, transparency in its dealings, compassion for the society and, respect for its customers and employees, BMK group aspires to establish itself as a leading business house in the competitive world of today. The mission statement of the Bristol Hotel is We cherish our principles and would be guided by them in seeking opportunities in the fields of Hospitality, Realty, Infrastructure, Information Technology, Education and Garments.

We will build on our assets and provide leadership in chosen fields while enabling the team to excel and generate value for the patrons and shareholders of the Group.

Management
Mr. Balbir Singh Kakar Founder & Chairman Mr. Balbir Singh Kakar is a Canadian citizen though he was born in India. In his career spanning more than 4 decades, he has fathered an empire encompassing Real estate, Hospitality and Reality spread over the world Canada, UK, USA, Gulf, India and so on. He was invited by the Government of Haryana in 1980s keeping in mind his major success and hard work in cities like Alberta, Quebec, Omaha, Seabrook, London etc. President International of World Punjabi Organization and part of Loomb Trust, Mr. Kakar has built this empire through
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hard work, honesty and commitment to society. Mr. Mandeep Singh Kakar Managing Director Mr. Mandeep Singh Kakar is a Canadian citizen with more than a decade of experience behind him. Having successfully completed his MBA, he has been associated with the group from a very young age. He has personally been responsible for the successful initiatives of the group in Real Estate projects in London and Dubai. Young and dynamic, he also leads the effort of the group in its lateral growth in IT, Hospitality and Infrastructure sectors both in India and abroad.

Mr. Madhav Inder Singh Director Young dynamic Indian entrepreneur, Graduate in Law from Cardiff Wales UK, Mr. Singh is known for his success in the ancestral business of Agro Forestry in Northern India. After his inheritance, he now has developed 350 acres of forest land in Punjab and is further developing more than 100 acres of land in Sonipat (near New Delhi). He lends strength to the group in the fields of Finance and Operations while leveraging his strength of organizational capabilities. Ms. Simrit Kaur Kakar Director Sales & Marketing Ms. Simrit Kakar is a Canadian citizen with years of experience in Marketing and sales. After completing her education from Canada, she has been actively involved in the Sales & Marketing efforts of the BMK Group especially focusing on its hospitality division. Through her leadership and innovative skills, the group has seen revenues of the group growing exponentially in the last decade. Mr. Veenita Kakar Vice President Sales & Marketing A Canadian Citizen, Ms. Veenita Kakar has spearheaded the efforts of BMK Hospitality in India along with her Husband. Instrumental in the marketing success of The Bristol Hotel Gurgaon, she has been a guiding light to the groups expansion in terms of Ramada Gurgaon BMK, projects in Greater Noida, Amritsar, etc

CHAPTER 2 DIFFERENT DEPARTMENTS OF THE BRISTOL HOTEL

The different departments of a hotel are categorized into front of the house and back of the house as per their functions. Front of the house means those departments which come to contact with guests and back of the house means the departments which do not come to contact with the guest but help in the management and functioning of the organization .The different departments of a The Bristol hotel are:

FRONT OFFICE DEPARTMENT

The front office department comes in direct contact to the guests all the time. This department plays an important role of in the image building of the hotel. The guests face in this department at first whenever they enter into the hotel including the time of check-in and check-out. The organization chart of Front Office is presented in the figure 1. In front office there are different sections which perform tasks as follows:

Reservation Guests can reserve for rooms in advance through telephone, internet and travel agents. Guests have to pay 20% of the total cost for reservation. The receptionist takes care of the reservation and at times junior front office manager also does reservation for guests.

Registration The guests need to fill up a registration form on their arrival. An advance of 50% of the cost is paid before checking in. A welcome kit is given to the guests during registration. The receptionist assists the guests in registration process,

Travel desk There are a few tourist spots near the hotel. The hotel assists the guests in visiting nearby areas of interest through the travel desk. Travel desk executive is responsible of the travel desk.

Lobby Guests are made to wait in the lobby while the registration process. Newspapers, Television and a few artistic works are placed in the lobby to entertain the guests. Figure 1: Organization Chart of Front Office Department

Managing Director

General Manager

Front office Manager

Junior Front Office Manager

Front Office Supervisor

Receptionist

Telephone Operator

Bell Captain

Bell Boy

Bell desk On the instruction from the bell captain, the bell boys escort the guests to the reception and to their respective rooms.

Telephone operators desk The Telephone operators transfer calls between various department of the hotels, to the guests and also to the receptionist in case of a reservation.

HOUSE KEEPING DEPARTMENT

This department is for the management of cleanliness of the hotel rooms and public areas. The house keeping activities are done twice a day in the rooms of the hotel. The carpets and bathroom are cleaned, the bed spreads and pillow covers are changed, fresh flowers, fruits and chocolates are placed while the house keeping activity. The room attendants perform the house keeping function. The corridors and other places in the hotel are cleaned by room attendant and apprentice. The swimming pool, play ground, garden, parking area, etc are other areas cleaned and maintained by housekeeping. The desk operator records the guest requirement over phone and sends the room attendants as and when necessary. Figure 2 presents the organizational chart of the House Keeping Department.

F&B (FOOD AND BEVERAGE) SERVICE DEPARTMENT:

The guests are served with food and beverages in restaurants, garden and in the rooms of the guests. There are three types of restaurants in the hotel viz Palmira, Chinese and Indian restaurant. There are two types of services in restaurants; Table de hote and Ale karte. The hostess welcomes and receives the guests in the restaurants. In Ale Karte mode of service the order of the guests is taken by the supervisor. Copies of order are given to cashier, Kitchen Order Taker (KOT) and the waiter. The waiter gets the food from the KOT and serves it to the guests. Palmira and Chinese have bar attached to it. Usually parties are hosted in the garden. The banquet manager and his team help in the smooth conduct of parties in the hotel. Apart from these, food can be served to the guests in their respective rooms based on their interest. The order
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from the guests is received by the Order taker who passes it on to the Captain and the captain coordinates with the production department to prepare the order. The steward serves the food to the guests in their room.

F&B PRODUCTION DEPARTMENT

The production department has various sections like Butchery, Gardemanager, pantry, Bakery, Halwai, Tandor, Continental, Chinese and Indian. Chef-de-partie and Sous Chef takes the order of the guests through the captain; the supervisor and banquet supervisor. The commies cook the food and it is handed over to Chef-de-partie and Sous Chef which is to be served to the guests through the F&B service department. There are various equipments in the production department such as Ranger, Ovens, The raw materials This department prepares the food and beverage as per the guests order in the hotel. There are different skillful chefs in the hotel for cooking and preparing the dishes. MAINTAINANCE & ENGINEERING DEPARTMENT: This department is responsible for the repair and maintenance of the hotel equipments, electricity, plumbing, carpentry, masonry etc.

Figure 2: Organizational chart of Housekeeping Department

Managing Director

General Manager

House Keeping Executive

Junior House keeping Executive

House keeping Supervisor

Desk Operator

Room attendant

Apprentice

Figure 3: Organizational chart of F & B Service Department

Managing Director

General Manager

F & B Service Manager

Restaurant Manager

Room Service Manager

Banquet Manager

Hostess/ Receptionist

Supervisor

Order taker

Captain

Steward

Banquet Supervisor

Head waiter

Senior Waiter

Junior Waiter

Bar men

Apprentice

Trainee

Assistant

Figure 4: Organizational chart of F & B Production Department

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LAUNDRY DEPARMENT: This department is responsible for the cleaning and maintaining guests and hotel staffs, as well as hotels launder able items in the hotel. HUMAN RESOURCE DEPARTMENT: This department is responsible for the hiring and firing of the staff, providing uniforms checking attendance, organizing training and providing the rights of the employees. 10 PURCHASE DEPARTMENT: Purchase department is responsible for the purchase of all the required items in the hotels. SECURITY DEPARTMENT: This department is responsible for the providing the safety and security for all the guests as well as staffs and the hotel premises. The security guards are responsible for this purpose. Support Department (Cost Centers)

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Marketing & Selling Department:

Sales and marketing has become one of the most vital functions of the hotel business and an integral part of modern hotel management. It includes packaging for selling, sales promotion, advertising and public relations. The marketing division is charged with the responsibility of keeping the rooms in the hotel occupied at the right price and with the right mix of guest.

HUMAN RESOURSE DEPARTMENT:

Functions of Personal Department:

1) To give the employees on understanding of the job and responsibilities 2) Appraisal their performance 3) Recruitment and placement of staff and also the discipline maintenance as staff While at work. 11

Man Power Planning: - Solving problems and guidelines of staff handling transfer

Promotion and dismissed as staff.

System and Procedure

a) Recruitment: - It is the process as selecting competent skilled personal with the proper qualities to carry types as job in the market

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b) Appointments:- A letter as appointment is given to the applicant as soon as his job is confirmed. Documents and dates pertaining to the new candidates are filled and the candidate is gives the job specification and brief. c) Appraisals:- this acts as feed back to the employee performance on the job. Having an update job description and performance targets to does this appraisals must be continuous as they will motivate employees thus resulting is better performance as employees.

Sales and Marketing:Marketing is the destining as making the hotel suits the requirements as potential customers. It is a complete circle is analyzing the demand. Providing a service to satisfy the demand and then going on to sell the service selling not only maximize the profitability as the hotel but also arise customers satisfaction by offering food, accommodation and services, on the whole the hotel industry trends to be more inclined towards selling rates 12 than marketing. The whole hotel

industry must become more market-oriented rates than a product oriented.

Security Department:In a hotel the security departments is responsible for the safety as its resident by maintaining law and orders as hotel playa very active role. It protects the property products assets, reputation. In other words, security is defined as those as will to promote a state as will being relation to an establishment to protect lies and property and to minimize the risk of manmade disaster and crime.

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13 CHAPTER 3

SWOT ANALYSIS Strengths: Indias rich culture heritage: With a historical backdrop of 5,000 years, India is one big package of culture and legend that never fails to captivate the imagination of the visitor. Along with endless natural splendors like the mighty Himalayas, the vast lush tropical jungles and a long coastline. A visit to the country is a changing spectacle of religions, customs, festivals, sights and sounds. Demandsupply gap:

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Indian hotel industry is currently facing a mismatch between the demand and supply of rooms leading to higher room rates and occupancy levels. With 95,000 odd rooms in the country, the size of the hotel industry represents an abysmal figure for India's size and growth prospects. Though new capacities are expected to come in the next five years demand will outpace supply in the short to medium term. The table below highlights that, over the last 24 months, major cities in the country have witnessed impressive growth in average room rates, due to strong demand and not much addition to supply.

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ARRs: Average growth rate FY02 FY03 FY04 FY05 Delhi Mumbai -4.2% -5.7% 2.3% 31.4% -11.2% -15.2% 2.2% 28.7% 15.1% 11.7% 29.1% 5.4% 6.4%

Bangalore 3.7% Chennai Goa Source HVS international Government support:

-6.9% 6.6%

-8.2% 12.1% 9.8% 18.4%

Till a few years ago, the Indian government had a total apathy towards promotion of tourism. In fact, the industry did not find a place in the governments fund allocation. Things have, however, witnessed a change. The government seems to have realized the importance of tourism and is
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willing to spend towards the development of the industry. The Incredible India campaign is a product of this realization. The focus on infrastructure, modernization of airports, open sky policy, development of new tourist destinations and circuits, more fund allocation towards tourism are some of the initiatives taken by the government to promote tourism. The Indian hotel industry stands to gain from this proactiveness shown by the government. Weaknesses Poor support infrastructure: India is currently spending a miniscule amount compared with its needs, on infrastructure. China is spending seven times as much as India on infrastructure (excluding real estate) in absolute terms. In 2003, total capital spending on electricity, roads, 15 airports, seaports and telecom

was US$150 bn in China (10.6% of GDP) compared with US$21 bn in India (3.5% of GDP). However, over the past 2-3 years, the government has realized the importance of infrastructure and has focused on improving it. Opportunities Rising Income: While there has been much talk about record number of foreign tourist arrivals, very little has actually been said or done about domestic tourism, which, according to our estimates, has registered a 40% annual growth in the last three years and is currently estimated at 300 m travelers. Per capita income grew by an impressive 7.1% in 2005, while Gross Domestic Savings touched an all time high of 28%. Significantly, the present-day consumption boom in India has been influenced more by higher disposable income rather than lower savings. This is good news, as income induced spending is likely to sustain itself for a longer period. Higher disposable incomes are also expected to enhance the concept of traveling for leisure. Also, there has been an overall transformation in consumption pattern in the last five years. The increase in number of young people, their rising aspiration levels, and an increase in their spending power has led to a change in the consumption pattern. There is a marked shift from

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spending on traditional categories like food and grocery, clothing and jewelry, to lifestyle categories such as leisure, and aspiration products and services.

16 Open sky benefits: The opening up of the aviation industry in India brings exciting opportunities for the hotel industry (airlines transport around 80% of international tourists). Increased airline activity has stimulated demand and has helped to improve India's troubled infrastructure. Increased competition among airline companies will further lead to the development of new and improved services. Also the open skies policy has benefited both international and domestic travel. New business opportunities: We believe that, over the next three to five years, the biggest surge in accommodation demand is expected to come from commercial zones that are being developed in metro suburbs and secondary markets. Mixed-use development projects that include retail and commercial space have also gained momentum in the last 24 months and will continue to be an attractive option. This provides a unique opportunity for hospitality projects. Also the new concept, which is going to gain importance, is that of budget hotels (started by Indian Hotels Ginger, the erstwhile Indi one). Due to their inherent nature of operation, associated costs and flexibility, budget hotels will be better suited to withstand the next economic downturn as and when it takes place. Threats Event risk:

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Dependency on foreign tourism can be a double-edged sword as travel decisions are based on global patterns and events that happen elsewhere can have serious impact the performance. Events like 9/11, SARS outbreak and Afghanistan and Iraq wars have severely impacted the tourism 17 Increasing competition: Global hospitality majors like the Four Seasons, Shangri-La and Aman Resorts are all making their entry into the Indian market. They are not the only ones who are turning their attention to India. The Hilton Group is deciding on a comeback and has tied up with the Oberoi Group. Two other groups - the Carlson Group and the Marriott chain are furiously hunting for new hotels in India's top cities. This will increase the competition for the existing Indian hotel majors. industry in the past and the threat remains.

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CHAPTER 4 FINDINGS: Learned about hotel industry at a large scale Learned about various department and structure of Bristol hotel Found out way to ignore the weakness and improve the strength of Bristol hotel Found out who the competitor in the market and Bristol hotels marketing strategy Found out the functioning of various other supporting departments

SUGGESTION:

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CHAPTER 5 Conclusion The outlook for the hospitality market in India is optimistic and will continue to remain so, in our opinion. The economys buoyancy, initiatives to improve infrastructure, growth in the aviation and real estate sectors and easing of restrictions on foreign investment will fuel demand for hotels across star categories in the majority of markets. Indias hotel industry is increasingly being viewed as investment-worthy, both within the country and outside, and several international chains are keen to establish or enhance their presence here. We anticipate that, over the next three to five years, India will emerge as one of the worlds fastest growing tourism markets and will be hard to ignore.

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