PROJECT ON

RADISSON BLU,AMRITSAR”

SUBMITTED IN PARTIAL FULFILLMENT OF THE

REQUIREMENT OF DEGREE OF BACHELOR OF HOTEL
MANAGEMENT

SUBMITTED BY
Ankush jhim
BSc (HM) Sem-6th
Regd No: GU-2016-5100
2016-2019
UNDER THE GUIDANCE OF
Asst. Professor (FOH) Mr.Ashish Raina
 ACKNOWLEDGEMENT

I would like to express my special thanks of gratitude to my teacher “Mr. Ashish

Raina”. Who gave me a golden opportunity to do this wonderful assignment as a
project of “CASE STUDY ON RADISSON BLU, AMRITSAR”.

Who also helped me to completing my project. I came to know about so many

new things I am really thankful to them.

Secondly I would also thank my parents and friends who helped me a lot in
finalizing this project within the limited time frame.

Ankush jhim

B.Sc HM 6TH Sem

 INTRODUCTION
Organization study is a part of HM program which a student has to undergo training
during their course of study. It narrows the gap between theoretical knowledge and
practical situations.

The intention of organization study is to have an exposure of real organization function

and to strengthen the theoretical knowledge.

Objectives of the study

1. To identify the new trends in hotel
2. To know the guest satisfaction to the hotel

Scope of study
1 This report s based on the study conducted at Radisson BLU, Amritsar.

2 It aims at understanding the company’s establishment, organisation structure

departments, production techniques, marketing strategies and the advantages it is
having over the competitors.

3 An attempt is made to analyse the company performance in comparison to the

theoretical aspects.

4 It aims to understand the skills of company in areas like technological

advancements, competition and in management.
Limitation of the study
 Time limit were a major constraint

 As per the company rules many information were not disclosed

 As The managers were busy in their daily schedules were not possible for us to
spend more time in interacting with them



Methodology adopted for the study
 Observing the working of various departments like finance, human resource
production etc..

 Discussion with the company executives and employees, managers and
employees.

 Visiting and surfing websites of the company.

HOSPITALITY AND TOURISM INDUSTRY

The Indian hospitality industry has emerged as one of the key industries driving growth
of the services sector in India. It has evolved into an industry that is sensitive to the needs
and desires of people. The fortunes of the hospitality industry have always been linked to
the prospects of the tourism industry and tourism is the foremost demand driver of the
industry. The Indian hospitality industry has recorded healthy growth fuelled by robust
inflow of foreign tourists as well as increased tourist movement within the country and it
has become one of the leading players in the global industry. Foreign tourist arrivals
(FTAs) into the country increased steadily from 2002 to 2008. FTAs dipped in 2009, due
to the global economic slowdown; however, the impact on the Indian industry was much
lower than that on the global counterparts. FTAs are expected to increase in 2010. On the
other hand, domestic tourist movement within the country was the highest in 2009.

INDUSTRY CHARACTERISTICS
Major characteristics of the Indian hospitality industry are:

 High seasonality

The Indian hotel industry normally experiences high demand during October–
April, followed which the monsoon months entail low demand. Usually the
December and March quarters bring in 60% of the year’s turnover for India’s
hoteliers. However, this trend is seeing a change over the recent few years. Hotels
have introduced various offerings to improve performance (occupancy) during the
lean months. These include targeting the conferencing segment and offering
lucrative packages during the lean period.

 Labour intensive

Quality of manpower is important in the hospitality industry. The industry

provides employment to skilled, semi-skilled, and unskilled labour directly and
indirectly. In India, the average employee-to-room ratio at 1.6 (2008-09), is much
higher than that for hotels across the world. The ratio stands at 1.7 for five-star
hotels and at 1.9 and 1.6 for the four-star and three-star categories respectively.
Hotel owners in India tend to “over-spec” their hotels, leading to higher
manpower requirement. With the entry of branded international hotels in the
Indian industry across different categories, Indian hotel companies need to
become more manpower efficient and reconsider their staffing requirements.

 Classification of hotels

The Ministry of Tourism has formulated a voluntary scheme for classification of

operational hotels into different categories, to provide contemporary standards of
 facilities and services at hotels. Based on the approval from the Ministry of
Tourism, hotels in India can divided into two categories:

o DoT (Department of Tourism) classified hotels 2) DoT (Department of

Tourism) unclassified hotels

 Classified hotels

Hotels are classified based on the number of facilities and services provided by
them. Hotels classified under the Ministry of Tourism enjoy different kinds of
benefits such as tax incentives, interest subsidies, and import benefits. Due to
lengthy and complex processes for such classification, a significant portion of the
hotels in India still remain unclassified. The Ministry of Tourism classifies hotels
as follows:


Star category hotels

Heritage hotels

Licensed units


 Star category hotels

Within this category, hotels are classified as five-star deluxe, five-star, four-star,
three-star, two-star and one-star.

 Heritage hotels

These hotels operate from forts, palaces, castles, jungles, river lodges and heritage
buildings. The categories within heritage classification include heritage grand,
heritage classic and heritage basic.

 Licensed units

Hotels/establishments, which have acquired approval/license from the Ministry of

Tourism to provide boarding and lodging facilities and are not classified as
 heritage or star hotels, fall in this category. These include government-approved
service apartments, timesharing resorts, and bed and breakfast establishments.

 Branded players

This segment mainly represents the branded budget hotels in the country, which
bridge the gap between expensive luxury hotels and inexpensive lodges across the
country. Budget hotels are reasonably priced and offer limited luxury and decent
services. Increased demand and healthy occupancy have fuelled growth of budget
hotels. These hotels use various cost control measures to maintain lower average
room rates without compromising on service quality. Ginger Hotels, RADISSON
BLU, AMRITSAR Fortune, Hometel, and Ibis are some of the popular budget
hotels.

TRENDS IN THE INDUSTRY

The hospitality industry recorded healthy growth in early-2000, leading to a rise in
occupancy rate during 2005/06 and 2006/07. Consequently, average rates for hotel
rooms also increased in 2006/07. The rise in average rates was also a result of the
demand-supply gap for hotel rooms, especially in major metros. Hotels were charging
higher rates, at times much higher than that those charged by their counterparts in other
parts of the world.
Lured by higher returns experienced by the hotel industry, a number of players, domestic
as well as international, entered the space. India became one of the most attractive
destinations for such investments.

While on the one hand, investments continued to flow into the hotel industry, hit by
sharp rise in rates, corporate started looking for alternate cost-effective lodging options.
This led to emergence of corporate guest houses, especially in major metros, and leased
apartments as replacements for hotels. While average room rates rose in 2007/08,
occupancy rates dropped. Occupancy rates plunged sharply next year, as demand
declined following the global economic slowdown and the terror attacks in Mumbai. As
a result, hotel rates declined during 2009-10.

The hospitality industry reported improvement in 2009-10, with domestic tourist

movement in the country being at a high. While average rates remained lower,
occupancy rates rose, supported by surge in domestic tourist movement. The industry is
expected to report healthy growth in 2010/11, with expected increase in domestic tourist
movement and rise in international tourist arrivals.

DEVELOPMENT OF OTHER MARKETS

A major trend in recent times is the development of the hotel industry in cities other than
major metros. As real estate prices have been soaring, setting up and maintaining
businesses and hotels in major metros is becoming more expensive, leading to search for
other cities entailing lesser costs. Consequently, hotel markets have emerged in cities
such as Hyderabad, Pune, and Jaipur, Banglore. This has led to increase in hotel
development activity and expansion of hotel brands within the country.

The industry has also seen development of micro markets, especially in primary cities.
As cities grow larger and more office spaces come up across the city, travellers prefer to
stay at hotels closer to the place of work/visit to save on time. This has led to the same
hotel company setting up hotels across different location within a city.

MARKETING STRATEGIES
Marketing strategies in the hospitality industry have changed drastically over the past
decade. A decade back, the brand name of the hotel was a major driver. However, with
the arrival of well educated and experienced travellers, hotel companies have had to
change/realign their marketing strategies. Today, hotel companies marketing strategies
are differentiation, consistency, customer satisfaction, delivery of brand promises, and
customer retention. Development and use of technology have also changed the way hotel
companies operate, creating the need for online marketing. Travellers increasingly
conduct basic research on the Internet. Blogs, networking sites, and travel sites are
therefore being used for making choices and the information provided tends to influence
opinions and choices. Several travel portals have emerged in recent times and travellers
are increasingly using these portals to make hotel reservations.

OPPORTUNITIES
The prospects for the hotel industry in India are bright. With revival in the global
economy, international tourist inflow into the country is expected to rise. Additionally,
hosting of international sports events and trade fairs and exhibitions in the country are
expected to aid both inflow of international tourists and domestic tourist movement.

The upcoming industrial parks, manufacturing facilities and ports across the country
provide a good opportunity for budget and mid-market hotels. Although around 89,500
additional rooms are expected to come up in India in the next five years, the supply of
branded/quality rooms in India is much lower compared to other countries across the
globe. Hence, there exists huge potential for investors and operators across all the
segments of hotel industry in India. The increase in room inventories is expected to
make the hotel industry more competitive and hotels would be under pressure to
maintain quality and service levels at competitive prices. Competitive pricing amongst
the branded hotels along with the addition of more budget and mid-market hotels would
make the hotel industry cost competitive with other destinations. This would aid the
growth of segments such as MICE, amongst others.
While there is immense potential, concerns for growth of the industry remain. These
include high real estate prices in the country, security threats, shortage of manpower,
high tax structure, and non-uniformity in taxes.

HOSPITALITY INDUSTRY GROWTH RATE 2012 - HOTEL INDUSTRY

STATISTICS
According to a variety of reports, the U.S. Hospitality industry is growing at a moderate
pace in line with the GDP growth rate that measures the broader economy. We are clearly
out of recession but have a long way to go to strengthen our national economy. It follows
quite logically that as the economy gets stronger the hotel and hospitality industry will
also get stronger.
Hotel industry statistics are used as the basis of the monthly HIP index. It uses
components such as inflation adjusted lodging revenues, the number of employees and
room occupancy rates to come up with a number that reflects the health of the industry.
The index has a starting point of 100. Anything above 100 indicates growth and anything
under 100 means contraction or a negative growth rate. At the end of March, 2012 the
HIP index stood at 104.6 indicating a lukewarm rate of growth. Looking at specific
markets can also indicate the health of the hotel industry. In the very important Las
Vegas, Nevada market, industry growth is slow, but steady. A recent report provided by
the UNLV Centre for Business & Economic Research (CBER) forecast an increase in
visitor count to the city. They expect with a fair degree of certainty that the city will set
an all-time record for annual visitors of just over 40 million people. The prediction of
40.1 million visitors in 2012 would surpass the 39.2 million record set in 2007.

Texas is another state that attracts millions of travellers and tourists who support
the hospitality industry.

According to the Texas Workforce Commission & Real Estate Center at Texas A&M
University, the employment rate has been growing at a much faster rate than the national
employment rate. That is a strong indication that business will be picking up for the
many hotels, restaurants and tourist attractions in the state. The data shows that in April,
2012, the Leisure and Hospitality industry employed 1,089,800 compared to 1,046,000
in April, 2011. The year-to-year comparison shows that 43,800 more people have been
employed and that the figure translates into a 4.2% annual growth rate

INTRODUCTION ABOUT HOTEL

The hotel proprietors Act, 1956, a hotel is an “Establishment held out by the proprietor as
offering food, drink and if so required, sleeping accommodation, without special contract
to any traveller presenting himself who appears able and willing to pay a reasonable
sum for the services and facilities provided and who is in a fit state to be received”.
Hotel is a place where all who conduct themselves properly, and who being able to pay
and ready to pay for there entertainment, are received, if there be accommodation for
them, who without any stipulated engagement as to the duration of their stay or as to the
compensation, are while there, supplied at reasonable cause with there meals, lodging and
other services and attention as are necessarily incident to the use As a temporary home.’

The term ‘Hotel’ was used in England in about 1760. Hotel or inn is defined by British
law as a place where a bonafide travelers can receive food and shelter, provided he is in a
position to pay for and is in a fit condition to be received’.

A Hotel or inn may also be defined as an establishment whose primary business is

providing lodging facilities for the general public and which furnishes one or more of the
following services

(a)Food and Beverage service

(b)Room service
(c) Uniformed service
(d)Laundry service and
(e) Use of furniture etc.
“Positioned across from Sri Guru Ram Das Jee International Airport (ATQ), the Radisson
Blu Hotel Amritsar is not your typical airport hotel. Upon arrival, you'll be greeted by
large verdant lawns, meticulously landscaped, making our accommodation an oasis after
a busy day of travel. Inside the hotel, 186 rooms and suites feature lovely views of the
grounds and modern amenities like Free high-speed, wireless Internet. A well-equipped
fitness center and a sparkling outdoor swimming pool invite you to relax, while nearby
attractions like the Golden Temple are only a 15-minute drive away. If you're planning
your destination wedding or looking for facilities for your company's seminar, the
Radisson Blu has two outdoor venues and the largest convention area in the city. Let us
make your next stay in Amritsar unforgettable–book today!

LOCATION
Located At Shri Guru Ram Das Jee International Airport,Amritsar.

12 kms From Golden Temple.

32 kms From Wagah Border.

10 kms From Railway Station,Amritsar.

HISTORY OF HOTEL

Hotel keeping can be traced back to many centuries and its evolution through the ages
has been brought about by Britain’s economical and industrial changes and developments

During the seventh and eight centuries, it was the monasteries that supplied hospitality to
strangers and, as no charge was made for the accommodation; all travelers were expected
to contribute according to their means to the abbey funds. As more people began to travel
there group themselves together, not only for the company, but for mutual protection
from highway men and robbers. Consequently, travelers arrived in groups at a monastery
and it was often difficult to accommodate them all. In the early nineteenth century the
concept of a hotel room in the bedroom, and this period is known as “Golden age of hotel
of the great Britain and the world”. Hotel proprietors were legally referred to as
‘Common Innkeepers’

The turn of the century saw an era that was called ‘Belle Epoch’ when grand and
luxurious hotel flourished. A few hotels are still operating today. In London and some
other cities attempts have been made to recapture some of the grandeur of the past Vera
in the making of the modern hotels, and bring back the memories the grand hotels and old
days.

HOTEL BUSINESS

Many economists have often described ‘Hotel Business’ as unique and different from
much other business. Hotel is selling both goods and services. It not only provides both
tangible intangible services, but one of its unusual characteristic is also that it is one of
the very few places where production and consumption occur simultaneously; for
example, ordering subsequent preparation, services and consumption of food items.

Both the products and services are offered on credit transaction .no other business allows
the customer an immediate line of credit, for example, the moment he registers ,his credit
purchase starts with the room and a sequence of financial charges throughout the
facilities without immediately paying for them at the ‘point of purchase’. For example,
purchase of food in restaurant, drinks in bar valet services, etc. no other business offers as
varied a range of services and products at the same place as hotel business.

Each hotel must offer lodging, food and protection to their guest and assume a liability
for guest property, provide a high standard of hygiene, cleanliness and sanitation and
should confirm to the minimum requirements of the state regarding safe hotel
construction such as height of building, municipal-by-laws, fire and safety standard so
no.
HOTEL SERVICES

The present day modern concept of the hotel is not just a place to provide
`accommodation, food and beverage, but like city within a city and offering the every
possible facilities, accommodation, service and convenience, not such as rooms.

There are more facilities like- cosmetic things, hairdryer, cock tail lounges, radio and TV
etc. There is a professionally qualified, highly trained, experienced, and efficient.
Courteous staff in smart, clean uniforms and the staff coming in the contact

With guests could understand English. There is a 24hrs service for reception,
information and telephone. There is a plentiful supply of linen, blanket, towels and so on.
Each bedroom is provided with good vacuum jug/ thermos flask with ice cold, boiled
drinking water.

FURTHER ADDITIONAL SERVICES SUCH AS GIVEN BELOW:

 Fruits , flowers
 Clubs
 Bank services
 Swimming pool
 Theatre
 Hospital
 Library
 Service station
 Post office
 Poultry farms
 Car rental and chauffeurs
 Cinema ticket
HOTEL INFORMATION

Tariffs & Rates at Radisson BLU Hotel Amritsar, Punjab

Room Category

Single Double

Executive Room 6000.00 + Taxes 7000.00 + Taxes

Premium Room 6500.00 + Taxes 7000.00 + Taxes

Cabbana Suite 12500.00 + Taxes 12500.00 + Taxes

Premium Suite 13500.00 + Taxes 13500.00 + Taxes

Taxes: Room rates are subject to luxury taxes as applicable.

Arrival and Departure Policy
Check-In - 1200 Noon
Early arrival is subject to availability. For a guaranteed early check-in, reservation for the
night prior to arrival is needed.
Check-Out - 1200 Noon
Late check-out is available on request and subject to availability.
GUARANTEE POLICY
Credit Card or Travel Agency Voucher guarantee is required for all kinds of bookings.
All major credit cards are accepted.

CANCELLATION POLICY

 No cancellation charges are levied if cancelled 48 hours before arrival.

 If cancellation is made within 48 hours, 1 night room rent is retained with taxes.

CHILD POLICY

 Child under 5yrs sharing the same bed will be free.

 If extra bed is taken RS. 1000 + taxes will be charged.

FACILITIES

Hotel Facilities

 LAN & Wi-Fi

 Business centre& Meeting Rooms

 Banquet & Conference facility for up to 1800 people

 Audio visual equipment

 Choice of newspapers & Periodicals

 In house Laundry

 Central Air Conditioning

 Travel Desk

 Club Cabbana
 Car park and valet parking

 Doctor on call

 Babysitter on Call

 Currency Exchanger

 Fitness Centre

 24 hour Room Dining

ROOMS & SUITES

Rooms & Suites at Cabbana Resort Spa & Convention Centre

The Cabbana Resort has 43 beautifully appointed guest rooms and 4 suites. Rooms are
specially designed to meet the needs of our guests.

ROOM TYPES AVAILABLE

Executive Room

Spacious rooms with wooden & Italian marble flooring and attached see-through-walled
bathroom these offer the best in luxury. There is choice of Pool View and Farm View for
the guests.

Other amenities in the room include:

32" Plasma TV

Electronic Safe

Digital TV

Tea/Coffee Maker

Mini Bar

Business kit

Wi-Fi internet connection Complimentary

Air conditioner-Individual Temperature Control

Herbal amenities in bathroom

Hair dryer

Iron and ironing board on request

24hrs running hot/cold water

Telephones with STD/ISD facilities (Chargeable)

Cabbana Suite:

Offering the ultimate in style and lavishness these suites give you an experience of villa-
living, with wooden laminated and Italian marble flooring.

Other amenities in the room include:

2 rooms suites with separate living room & bedroom

Very contemporary furniture

Bath tub with a separate shower

32" Plasma TV in both the rooms

Electronic Safe

Digital TV

Tea/Coffee Maker

Mini Bar

Business kit

Wi-Fi internet connection Complimentary

Air conditioner-Individual Temperature Control

Herbal amenities in bathroom

Hair dryer

Iron and ironing board on request

DINING & RESTAURANT

Dining & Restaurant at Radisson BLU, Amritsar:

TAVOLO MONDO: They are all Cuisine Restaurant. They are open 24hrs.

WALL OF ASIA: It is a Chinese restaurant.

Proof The Bar & Pub: It is open at 11 to 11pm.

24 hour In Room Dining (IRD):

Guests who like to stay in the comforts of their own room and dine can order their choice
of meals from our 24-hour in room dining service.

MEETINGS

Meetings & Events at Radisson Blu, Amritsar:

The Radisson Hotel, Amritsar, offers a perfect venue for any kind of Conference,
Meeting, Banquet or any other event. All their banquet halls, lawns and meeting rooms
are fully equipped with excellent facilities and amenities and the well-trained, attentive
and sensitive staff ensure that event runs smoothly.

Grand Ballroom – I
One of the largest banquet halls in Jalandhar, the Grand Ballroom I at Radisson BLU,
Amritsar is a 17,000 Sq.ft. pillar-less hall ideal for large conferences, meetings and social
gatherings.

Grand Ballroom- II
Covering an area of 6900 Sq.ft., the the Grand Ballroom II at Radisson BLU, Amritsar is
an ideal venue for corporate conferences and meetings.
 U Round Theatre Class
Facilities Size
Shape Table Style Room

Banquet Hall –I 200 500-600 1500-1800 300-400 17000sft.

Banquet Hall – 80 120-155 200-300 100-120 6900sft.

II

Seventh 1000 500-1000 - 20000sft.

Heaven
the Banquet
Lawn

RADISSON BLU, AMRITSAR

“Positioned across from Sri Guru Ram Das Jee International Airport (ATQ), the Radisson
Blu Hotel Amritsar is not your typical airport hotel. Upon arrival, you'll be greeted by
large verdant lawns, meticulously landscaped, making our accommodation an oasis after
a busy day of travel. Inside the hotel, 186 rooms and suites feature lovely views of the
grounds and modern amenities like Free high-speed, wireless Internet. A well-equipped
fitness center and a sparkling outdoor swimming pool invite you to relax, while nearby
attractions like the Golden Temple are only a 15-minute drive away. If you're planning
your destination wedding or looking for facilities for your company's seminar, the
Radisson Blu has two outdoor venues and the largest convention area in the city. Let us
make your next stay in Amritsar unforgettable–book today!
 FRONT OFFICE DEPARTMENT
The front office is the command post for processing reservations, registering guests,
settling guest accounts (cashiering), and checking out guests. Front desk agents also
handle the distribution of guestroom keys and mail, messages or other information for
guests. The most visible part of the front office area is of course the front desk. The front
desk can be a counter or, in some luxury hotels, an actual desk where a guest can sit
down and register.
 Sell guestrooms; register guests and design guestrooms
 Provide information
 Maintain accurate room statistics, and room key inventories
 Maintain guest account statements and complete proper financial settlements

FRONT OFFICE MANAGER

ASST FRONT OFFICE MANAGER

LOBBY MANAGER/DUTY MANAGER

NIGHT AUDITORS
 FRONT OFFICE ASSISTANTS/CASHIER

RESERVATIONS ASSISTANTS

TELEPHONE SUPERVISORS

BELL CAPTION/ BOYS DOOR MAN/LINK MAN

The Front Office may be regarded as the show window of the hotel and hence must be
well designed in the first place and maintained in a well organized and orderly manner.
Regardless of how a hotel is organized into, the front office is always an essential focal
point. Front Office is the name given to all the functional units of a hotel which are
situated in the front portion of the hotel, that is, the lobby – is the place where the guests
are received, provided information on the products and services offered in the hotel, the
luggage of the guests are handled, the accounts of the guest are settled at their departure,
and the guest’s problems, complaints and suggestions are looked after. The front desk is
the link between the guest and the hotel and represents the hotel to the guest. And is a
liaison between the hotel management and the coordination of all the guest services. It
serves as a main channel of both way communications i.e. from hotel to the guest and
guest to the hotel. Hotel terminology includes terms such as front-of the-house and back-
of-the-house. This front-of-the house term includes those portions of the hotel with which
the guests come in direct contact with during the period of their stay in the hotel, such as
building exterior, lobby, front desk, guest rooms, function rooms etc. The person who is
regarded as the head of the operation of the front-office desk is the Front-Office Manger.
The nature of the front office job is such that he is almost always crowded with various
jobs. He should be able to match job needs to time available for effective and efficient
performance. Another responsibility of the Front office manager is making daily plan of
action by outlining work for the next day at the end of each day. It includes listing all
activities for the next day under ABC category as per the urgency and importance of the
job. It is also important to make flexible plans to fit in emergencies. The assistant front-
office manager’s main duty is aiding the front office manager in supervising and
coordinating the day-to-day operations of the front-office staff and resolves internal
problems. She/he co-ordinates staffing of mail and information and reservation clerks
with their supervisors.

The AM-front office should also be adept in dealing with problems arising from guest’s
complaints and reservation and room assignment activities. He should also be responsible
for any miscellaneous duties assigned by the front office manager. Another important
position at the front desk of the hotel is done by the reception assistant. The friendly
welcome given by the receptionist to a guest changes an impersonal hotel building in to a
friendly and homely place and his unfriendly, hostile and indifferent attitude may convert
the guests experience in to an unpleasant and uncomfortable stay. If the front office is the
hub of the hotel then the receptionist can be aptly called as the person ‘who keeps the
hotel world moving’. The reception assistant should be well informed of daily room
availability status, and also he should have detailed information regarding arrivals, their
room requirements and expected departures of the guests. The position of the reservation
assistant is also important at the front-office department of the hotel since the hotel’s
good image can be maintained among the

Guests only if all the needs of the guests are taken care of, especially the guest’s
requirements in terms of his lodging. He should make proper updating in the reservation
register and records in order to have updated inventory of room availability. The
reservation assistant may also carry out amendments and cancellations intelligently and
accurately. To keep the availability status chart updated. Checkout reservation stationary
and keep a satisfactory par stock of the same. Type out advance reservation slips and
maintains reservation racks and correspondence files and in case of computers updates
information in computers.
 FOOD AND BEVERAGE SERVICE DEPARTMENT
The food and beverage service department is an integral place in any hotel which is
responsible for the systematic and the actual service of food and beverage to the general
public or customers as per the order in any F &B outlets. This department plays a vital
role on the delivering the accurate service of food and beverage by placing the orders
from the hot or cold plates of kRadisson BLU, Amritsarhen to the customers table in the
proper and the hospitality manner.

This department in any hotel plays a vital role in the profitable process of the hotel
business. Among the total revenue collected in the hotel, about 40% contribution is
directly accredited to F B Service department. This department is specialized by its
output of the products that satisfies customers demand for food and beverage. For the
proper control and the effective management of the total staffs and their duties, this
department is divided into different units or sections which are also called as an outlet.
Each outlet is specialized for the special functions. For the systematic and a good service
process of any F & B outlet, presentation, time keeping, order taking and the suggestive
selling are the key element of a service to be maintained by service staffs.

The staffing pattern of F & B department is basically divided into two parts. They involve
the service staffs and the kRadisson BLU, Amritsarhen staffs. In the modern concept of
catering, this department generally focuses on the product knowledge, salesmanship,
customer’s relation and expectation rather than the traditional style of service. The guest
satisfaction is only ensured when the service.

F & B deals mainly with food and beverage service allied activities. Different divisions
are there in F & B like Restaurants, Specialty Restaurants, Coffee Shop (24 hrs.), Bar,
Banquets, Room service etc. Apart from that they have Utility services (Cleaning). A
food and beverage department in a hotel is usually guided by an F&B Director followed
by an F& B manager. A Food and Beverage Manager in a hotel should always be ready
to undertake a variety tasks each and every day. Some of the main important functions
endowed on this specific department in a hotel include. Provide the highest quality in
food, beverage and service in all the food and beverage outlets inside the hotels Provide
all guests with the highest quality of food and beverage experience by working as a team
with all the food and beverage outlets ensuring prompt, Courteous and professional
services resulting in increasing employee morale and decreasing employee turnover rates.

 Food Production Department

Food production deals with the preparations of food items. It basically engaged in
preparing those dish, which are ordered by the

Guest and afterwards is catered by the F&B department. Cuisine like Indian, Continental,
Thai, Italian, Konkani (Coastal Sea Food), South Indian, Chinese, Mexican, etc. Different
Chefs are appointed for the specialty cuisine. Marketing a celebrity chef as a primary
component of a hotel may yield a competitive advantage among that specific hotel’s
competitive set.

 Food Servicing Department

Food service deals with the process of the delivery of the prepared food items onto the
end customers who ordered it. Service department should also lay special emphasis on
the importance of getting the orders delivered with an eye candy look and appearance.
 Importance of F & B Department in a hotel

Food and Beverage Department (F&B) is responsible for maintaining high quality of
food and service, food costing, managing restaurants, bars, etc.

Food and Beverage Service is the service of Food made in the KRadisson BLU,
Amritsarhen and Drinks prepared in the Bar to the Customers (Guest) at the Food &
Beverage premises, which can be: Restaurants, Bars, Hotels, Airlines, Cruise Ships,
Trains, Companies, Schools, Colleges, Hospitals, Prisons, Takeaway, etc

Food and beverage servers’ duties vary considerably from one type of establishment to
another. In fast food outlets, they often work behind counters and use computerized
systems to take orders and tabulate bills. In coffee shops and cocktail lounges, they
provide quick and efficient service for customers seated at tables. In formal dining
establishments, they carefully observe established rules of service and etiquette, and pace
the meal according to customer preference.

 prepare tables or counters for meals


 stock the service area with supplies (for example, coffee, glassware)

 greet customers, present menus and help customers select menu items

 inform customers about daily specials

 record orders and place them with the kRadisson BLU, Amritsarhen and bar

 pick up and serve orders

 check that customers are enjoying their meals and correct any problems

 suggest and serve desserts and beverages

 clean and reset tables
 

HUMAN RESOURCE DEPARTMENT

Human resources is exactly meant as ‘resources for human – within the workplace’. Its
main objective is to meet the organizational needs of the company it represents and the
needs of the people hired by that company for running its operations. Every organization
needs its stack of manpower to carry out its day-to-day operations. No establishment
cannot operate without being involved in some kind of transactions with the people in
general. Hence HR department is drawn with special emphasis as this department is
responsible for all activities concerning to the employees of an organization. In short HR
department is the hub of the organization serving as liaison between the organization and
its employees. On the basis of the size of the company their department is usually called
as the Personnel department in medium–sized establishments, with a limited number of
managerial staff and is guided by a Personnel Manager. For larger and more complex
organizations with hundreds of departments and divisions, the task of managing the
workforce as a whole is much more demanding and intricate. Some of the most important
responsibilities to be carried out by the HR department include.

 Employee recruitment & Selection

 Employee compensation benefits
 Employee relations

Policy Formulation

As accompany and the requirements of a position evolve, a company needs to take

certain measures to ensure that the highly skilled workforce is in place. It is actually the
responsibility of the HR department to oversee the skills development of the company’s
workforce. After formulating the requirements criteria to fill up a vacant post in the
organization, the HR department of the company will call for application for the specific
post from the eligible candidates by way of advertising on news papers, televisions,
mobile phones etc. Employee

compensation packages also come under the prerogative of the HR department. This
covers salaries, bonuses, vacation pay, sick leave pay, Workers' Compensation, and
insurance policies such as medical, dental, life.

The Human Resources Department is:-

Responsible for developing and administering a benefits compensation system that serves
as an incentive to ensure the recruitment and keep hold of top talent that will stay on with
the company. With the increased rise in unethical practices and misbehaviors taking place
in today’s workplace such as age, gender, race, and religion discrimination and sexual
harassment, there needs to be mandatory compliance with governing rules and
regulations to ensure fair treatment of employees. In short, employees need to know they
have a place to turn when a supervisor abuses his or her authority in anyway. Regardless
of the organization's size, company policies and procedures must be established to ensure
order in the workplace. These policies and procedures are put in place to provide each
employee with an understanding of what is expected of them. Similarly, these policies
and procedural guidelines will assist hiring managers in evaluating their employee's
performance. These policies can be established company-wide or used to define each
department's function. It is Human Resource's responsibility to collaborate with
department managers on the formulation of these policies and regulations to ensure a
cohesive organization.

HR Head Assistant HR Manager HR Executive HR Co-coordinator

Training Department

Training is the process that involves an expert working with learners to transfer to them
certain areas of knowledge or skills to improve in their current jobs. Training Department
is considered to be a stand-by unit of their department. The primary function of this
department is to empower and equip new recruits to the hotel to such a level where they
can deliver their maximum to the company’s growth. All the activities undertaken in this
department is guided and supervised by the training Manager

FINANCE DEPARTMENT

A hotel’s accounting department is keeping track of the many business transactions that
occur in the hotel. The accounting department does more than simply keep the books.
Financial management is perhaps a more appropriate description of what the accounting
department does. Whereas the control department is concerned with cost control
guidelines by way of reducing in investment, reduction in operating cost, control of food
service cost, control of beverage cost, labor cost control etc. In most hotels the person in
charge of the finance department of the hotel is called the Chief Financial Officer.
Usually he is addresses by the short-form of his designation as CFO. In most major
hotels, the CFO or Finance Controller/Manager ranks among the top two or three
decision makers in the hotel hierarchy. No organization can survive without a very strong
financial vigor. The finance controller is responsible for presenting a Financial and
budgetary programs which can strengthen management’s control of hotel’s operating
expenses and help determine the profitability of the property. Specifically forecasting
gives owners a projected level of sales, while budget alert owners and operators alike to
significant expenditures that are on the horizon or predictable shortfalls in revenues. Used
together, forecast and budgets can provide a bench-Mark for sales intensive programs,
executive-compensation bonuses, incentive based management fees and capital
expenditure. The administration and department of accounting and finance coordinate
management and staff functions. This includes extensive contact with our shareholders,
other partners. The department of accounting and finance is responsible for accounting,
payroll, budgets and cash flow management. The department of Information Technology
(IT) is also managed by the Finance department in most hotels.

The following shown chart is the common hierarchy of the positions in the Finance
Department in 5 star hotels. But it cannot be guaranteed that the same structure is
followed by all the 5 star hotels. It may depend upon the size and the scale of operations
of the respective hotels.

Accounts Payable
A key area in accounting, accounts payable ensures that all bills are paid on time and all
discounts are taken minimizing the costs of the hotel. Accounts payable clerks work
closely with the purchasing department to verify that all invoices to be paid are indeed
invoices of the hotel.

Assistant Controller
In a big hotel, you may see one, or a few, assistant controllers. In smaller hotels, there
may not be any. The controller divides the various functions to be performed so that the
workload will be even. For example, one assistant might be responsible for daily
transactions while another works on special projects, budgets, analyses, and the like.

Guest and City Ledgers

A hotel keeps two ledgers: the guest ledger is associated with the guests staying at the
hotel while the city ledger contains all other billings. It is important that the accounting
department has a person in accounts receivable working with the city ledger so the hotel
is able to bill and collect revenues due.
Night Audit
Night auditors get their name because of the hours they work. At the end of the day after
most hotel guests have retired, these auditors begin recording charges to guests’ accounts
and verifying the revenue for the hotel. However, with computers and various
technologies, the hotel industry can post charges instantaneously. Some hotels have
actually changed the night auditors to become day auditors.

Banquet Auditor
Besides revenues charged to guest rooms, a large hotel earns the bulk of its food and
beverage revenues through banquets. The banquet auditor’s function is to verify the
correct revenue for billing. This individual works closely with the banquet staff, the sales
office staff, and the accounts receivable clerks.

Credit
A big hotel may have its own credit manager whose function is to check and grant credit.
In today’s business world, many transactions are done on credit rather than cash or
cashier checks. It is, therefore, the credit manager’s responsibility to conduct such
investigations to be sure that a person or company is creditworthy.

Food and Beverage Controller

This is a fun and challenging position, as it has both accounting and food and beverage
components. While performing all analyses of food cost percentage, yields on meat, and
menu costing, the food and beverage controller also works with the chef to design new
menu items, taste new products, and even be a mystery diner to taste-test the menus in
other foodservice establishments.

Front-Office Cashiers
The duties of a front-office cashier are often incorporated with the ront-office personnel.
When guests check out, it is the duty of these cashiers to charge the guests the correct
amount and secure a form of payment.
General Cashier
Pause for a minute and think how many cash banks there are in a large hotel: a few at the
front office, at least one in the restaurant, at least one in the gift shop, and so on. The
general cashier is the person who is in charge of all the cash banks in the hotel. He or she
also makes all deposits of checks and credit card receipts.

Payroll

Payroll employees calculate the pay rate with the hours worked to do the payroll so pay
checks are released on time. Payroll functions also include filing all payroll taxes and tip
credits for tipped employees, as well as keeping track of vacation, sick pay, and other
payroll-related deductions.

Systems Manager

A systems manager is not depicted in Illustration above. Since the various accounting
functions cover the entire hotel operation, the systems manager or systems analyst, whose
job is to take care of all technology issues, is normally founded within

the accounting department. In a smaller hotel, the controller or an assistant controller may
take on this responsibility. Normally, this position is found at a regional or corporate
level and systems analysts will be dispatched to assist the property when needed.
 SWOT ANALYSIS

STRENGTHS
Radisson BLU Amritsar is a very strong and established brand name all over the world. It
has a base of loyal customers at local level as well as at international level. It has one of
the biggest international booking structures. Whatever the situation and scenario may be,
corporate and government agencies always prefer for their functions, seminars, and
lodging their guest and customers. Radisson BLU, Amritsar Guest Rewards program is
the world’s largest and most preferred frequent guest program and is strength for
customer retention.

Natural and cultural diversity: India has a rich cultural heritage. The "unity in
diversity" tag attracts most tourists.

Government support: The government has realized the importance of tourism and has
proposed a budget of Rs. 540 crore for the development of the industry. The priority is
being given to the development of the infrastructure and of new tourist destinations and
circuits. The Department of Tourism (DOT) has already started the "Incredible India"
campaign for the promotion of tourism in India.

Increase in the market share: India's share in international tourism and hospitality
market is expected to increase over the long-term. New budget and star hotels are being
established. Foreign hospitality players are heading towards Indian markets.
WEAKNESSES
Poor support infrastructure: Though the government is taking necessary steps,
many more things need to be done to improve the infrastructure. In 2012, the total
expenditure made in this regard was US $150 billion in China compared to US$ 21
billion in India.


Susceptible to political events: The internal security scenario and social unrest also
hamper the foreign tourist arrival rates. The lack of adequate recognition for the tourism
industry has been hampering its growth prospects. Whatever steps are being taken by the
government are implemented at a slower pace.

OPPORTUNITIES


Radisson BLU, Amritsar has the opportunity to retain its customers by providing
good quality food, as food quality is not up to mark.

In light of post 11 September, foreign delegations and missions are bound to come
to the federal capital, which opens an opportunity for Radisson BLU, Amritsar to
attract new business.

Rising income: Owing to the rise in income levels, Indians have more spare
money to spend, which is expected to enhance leisure tourism.

Open sky benefits: With the open sky policy, the travel and tourism industry has
seen an increase in business. Increased airline activity has stimulated demand and
has helped improve the infrastructure.

THREATS

Emergence of new competition in form of new hotels: Food Street poses a
threat for their restaurant business. Government policies and economic recession
can adversely affect their business.


Fluctuations in international tourist arrivals: The total dependency on foreign
tourists can be risky, as there are wide fluctuations in international tourism.
Domestic tourism needs to be given equal importance and measures should be
taken to promote it.

Increasing competition: Several international majors like the Four Seasons,
Radisson BLU, Amritsar & Spa are entering the Indian markets. Two other groups
- the Carlson Group and the Marriott chain - are also looking forward to join this
race. This will increase the competition for the existing Indian hotel majors.
 DATA ANALYSIS AND INTERPRETATION
The data has been processed and analyzed by tabulation interpretation so that findings
can be communicated and can be easily understood. The findings are presented in the
best possible way. Tables and graphs had been used for illustration of findings of the
research.
Sources of Awareness about Radisson BLU, Amritsar
Promotion Media No. of Customers Percentage
I already knew it 15 30
Internet 5 10
Friends and Relatives 10 20
Media 5 10
Books and Guides 7 14
Travel Agency 3 6
Fairs and Exhibition 5 10
Total 50 100

Sources of Awareness about Radisson BLU, Amritsar

Chart Title
, I already knew
it, 30

I already knew it
, Friends and Internet
Relatives, 20
Friends and Relatives
, Books and Media
Guides, 14
Books and Guides
, Fairs and
, Internet , 10 , Media, 10 Travel Agency
Exhibition, 10
Fairs and Exhibition
, Travel Agency, 6
Analysis and Interpretation
From the above table and chart it is quite clear that majority of customers i.e.30%
customers already knew about these hotels followed by 20% customers got awareness
through family and relatives followed by 14% got awareness books and guides. 10%
customers got awareness through internet, media and through fairs and exhibition. The
remaining 6% customers got awareness through travel agency.
Preference of Hotel
Options No. of Customers Percentage
Five Star 3 6
Four Star 12 24
Three Star 12 24
Two Star 15 30
One Star 3 6
Budget Hotels 5 10
Total 50 100

Preference of Hotel

Chart Title
, Two Star, 30

, Four Star, 24 , Three Star, 24

Five Star
Four Star
Three Star
Two Star
,One
Budget
Star Hotels,
10
Budget Hotels
, Five Star, 6 , One Star, 6
Analysis & Interpretation
From the above pie chart it is shown that 30% of the customers prefer two star hotel
followed by 24% customers prefer three star and four star hotels followed by 6% prefer
fiver stat and one star. The remaining 10% prefer budget hotels.

Main Reasons for your visit to Radisson BLU, Amritsar

Options No. of Customers Percentage
Visiting Relatives and Friends 5 10
Marriages and Parties 20 40
Business Reasons 10 20
Religious Reasons 4 8
Conference and Seminars 6 12
Health, Sports and Recreation 5 10
Total 50 100

Main Reasons for your visit to these Hotels

, Marriages and Chart Title

Parties, 40

Visiting Relatives and Friends

Marriages and Parties
, Business Business Reasons
Reasons, 20
Religious Reasons
, Visiting , Conference
Conference and
and Seminars
Relatives and Seminars, , Health, Sports
12 and
, Religious Health, Sports Recreation
Friends, 10 and Recreation, 10
Reasons, 8
Analysis & Interpretation
From the above table and graph it is clear that majority of customers i.e. 40% say
marriages and parties followed by 20% customers say business reasons followed by 12%
customers say conference and seminars. Each 10% customers say health, sports and
recreation service and visiting relatives and friends. Only 8% customers say religious
reason for visiting hotel.

Other Properties in a Hotel you also Interested in

Response No. of Customers Percentage
Restaurant & Bar 15 30
Gym 5 10
Souvenir Shop 10 20
Parking Place 5 10
Money Exchange 2 4
Beauty Salon 8 16
Swimming Pool 5 10
Total 50 100

Other Properties in a Hotel you also Interested in

 Chart Title
, Restaurant &
Bar, 30

Restaurant & Bar

, Souvenir Shop, Gym
20
Souvenir Shop
, Beauty Salon, 16 Place
Parking
Money Exchange
, Parking Place, , Swimming Pool,
, Gym, 10 10 Beauty Salon
10
Swimming Pool
, Money
Exchange, 4

Analysis & Interpretation

From the table and graph it is quite clear that 30% customers need restaurant & bar
followed by 20% customers need souvenir shop followed by 16% customers need beauty
saloon services. Each 10% customers need gym, swimming pool and parking place. Only
4% are interested in money exchange services.
Important Factors of Hotel Services
Response No. of Customers Percentage
A quick check in/out procedure 3 6
Friendly Staff 5 10
New and Modern facility of 10 20
room
Quality of Service, food and 15 30
beverage in restaurant/bar
Discipline and cleanness of 7 14
hotel staff
The atmosphere in room 10 20
Total 50 100
 Important Factors of Hotel Services
, Quality of
Chart Title
Service, food and
beverage in
A quick check in/out procedure
restaurant/bar, 30

, New and Friendly Staff

Modern facility of , The atmosphere
room, 20 New and Modern in room,of20
facility
, Discipline
room and
cleanness of hotel
Quality
staff,of14
Service, food and
beverage in restaurant/bar
, Friendly Staff, 10 Discipline and cleanness of
, A quick check hotel staff
in/out procedure, 6
The atmosphere in room

Analysis & Interpretation

From the above table and graph it is clear that according to 30% customers quality of
service, food and beverage in the restaurant is the main factor followed by 20%
customers say new and modern facility of room and the atmosphere in the room followed
by 14% customers say discipline and cleanness of hotel staff. The remaining say quick
check in/out procedure and friendly staff.

Table 3.8Opinion about the Staff of the Hotel Regarding Various Services
Response No. of Customers Percentage
Staff responded promptly to my requests 15 30
Staff was willing to answer my questions 10 20
Staff responded quickly to solve my problems 3 6
Staff treated me with respect 7 14
Staff anticipated my needs 15 30
Total 50 100
 , Staff responded
Chart Title
promptly to my , Staff anticipated
requests, 30 my needs, 30
Staff responded promptly to
my requests
, Staff was willing Staff was willing to answer my
to answer my questions
questions, 20 Staff responded quickly to
solve my problems
, Staff treated me
with respect, 14 Staff treated me with respect

, Staff responded Staff anticipated my needs

quickly to solve
my problems, 6

Analysis & Interpretation

From the above table and graph it is clear that majority of customers i.e. 30% said that
staff responded promptly to their request and staff anticipated their needs. 20% said staff
was willing to answer their questions and 14% said that staff treated them with respect.
The remaining 6% said that staff responded quickly to solve my problems.

Opinion about the Room Services of the Hotel

Response No. of Customers Percentage
TV, AC and Light worked properly 45 90
Attached Toilet and Bathroom 50 100
Enough towel and soaps were found in 50 100
my room
Furnishing in the hotel were appealing 45 90
Neat and Clean Room 50 100
Total 240 480
Analysis & Interpretation
From the above table and graph it is clear that all the customers were agreed that enough
towel and soaps were found in their room, neat and clean room and attached toilet and
bathroom services. Almost all the customers were agree that TV, AC and light worked
properly and furnishing in the hotel were appealing.
 Opinion about the price/payment Services of the Hotel
Response No. of Customers Percentage
Charges on my account were 50 100
clearly explained
Quick check in/out 50 100
procedure
Cashless Payment 50 100
Discounted Price 20 40
No Billing Issue 50 100
Total 220 440
* Multiple choice of the customers

Analysis & Interpretation

From the above table and graph it is clear that all of customers were agrre that charges of
their account were clearly explained, quick check in/out procedure, cashless payment and
no billing issues. But only 40% customers are satisfied discounted price.

CONCLUSION
Tourism is a phenomenon, which has now become a powerful in its own right. It has now
become a vital part in any country’s economy. This is by virtue of the being the highest
foreign exchange earner and an employment in time industry.

 The hotel is undergoing a tremendous regarding management, which prefers

analyzing innovative thinking in the administration hotel.

 India today has a very strong computerized system making the work easy.

 Budget hotels cater to the needs of the budget conscious travellers

  Lot of private airlines is coming up with open off polices of government of India.

BIBLIOGRAPHY

The information provided in this project is collected from various sources like;

 www.wikipedia.com

 www.encyclopedia.org

 India Today magazines