HOSPITALITY AND

HOTEL
UNIT 3
Relationship Between Hospitality And Tourism Industry:

• Nowadays hospitality and tourism industry is one of the main industry in this world.

• A lot of people need a place to escape from their routines or even just to stay overnight as they having
a business trip to other places.

• We call these people as customer or guest.

• Human mobility from one place to another , both in the country and from and abroad is very high.

• Human mobility is not only related to business activities but also recretional activities.

• To be sucessful in this industry we need a lot of and loyal customers.

• The loyal customers will keep coming back to the same place if they satisfied through the place they
have visited.

• Customer loyalty give the most important impact towards hospitality and tourism industry.
• Tourism industry is the idea of attracting, accommodating, and pleasing groups or individual
travelling for pleasure or business. For example hotels, restaurants, and tour guides.

• The relationship between Hospitality and Tourism, Tourism and hospitality help each other, the
hospitality industry offer services like accommodation, transportation, food and beverage,
recreation and leisure.

• Tourism is the activity by the tourists where they engage in travelling to destinations where they
want to experience recreational and leisure activities and most of the time avails of
accommodation, food and beverage.

• The hospitality industry is the supplier of the services for tourism.

• The meaning of hospitality is providing a safe and enjoyable environment for patrons.

• Without the tourism industry there would be no hospitality industry (mostly) and without the
hospitality industry the tourism industry would have a large gap.
MAJOR HOTEL CHAINS IN INDIA:

• THE LEELA PALACES, HOTELS AND RESORTS

The Free Indian Army Captain with his roots in Kannur, Kerala, who laid the foundation of one of the
best luxurious 5-star hotel chains in India – The Leela; Late Capt. CP Krishnan Nair did it all. Named
after his wife, the Leela is a range of nine award-winning lux hotels spread across key destinations in
India, which is currently being owned by Brookfield Asset Management.

• ITC HOTELS
With over 100 hotels in more than 70 destinations, ITC Hotels is India’s third-largest hotel chain in
India and is one of the luxurious hotel chains in the world. The Distinguished Alumnus of IIT Kanpur,
Sanjiv Puri, founded ITC hotel chains in 1975, as a part of ITC Limited group of Industries which
later signed a franchise agreement with Marriott International to operate as part of its Luxury
Collection. Mr Puri is a pioneer who established the best hotel chain which continues to pursue
Responsible Luxury by empowering India in terms of employment & economy.
• LEMON TREE HOTELS
Lemon Tree hotel chain is the largest mid-priced hotel chain in India and ranks amongst the best
luxurious hotel chains in India with 82 hotels, more than 8100 rooms in 50 different cities across the
nation. Founded by Patanjali (Patu) Keswani, Lemon Trees operates under the label of 7 brands: Aurika
Hotels and Resorts (upscale), Lemon Tree Premier (upper midscale), Lemon Tree Hotels (midscale) &
Red Fox by Lemon Tree Hotels (economy), Keys Prima (upper midscale), Keys Select (midscale) and
Keys Lite (economy). The brand keeps up their promise of exclusive hospitality by high-class
professionals they have and offers stylish features & excellent services.

• THE OBEROI GROUP

Padma Bhushan Prithvi Raj Singh Oberoi, also known as “Corporate Hotelier of the World” succeeded
the lineage of one of the oldest and largest luxurious hotel chains in India – The Oberoi Group,
established by his father Rai Bahadur Mohan Singh Oberoi in 1934. An opulent hospitality chain with 31
luxury hotels and 5 cruise ships in 5 countries, the Oberois have proven their mettle worldwide. Their
hotel chain has two brands – Oberoi Hotels & Resorts and Trident Brands.
SAROVAR HOTELS & RESORTS
Sarovar Hotels & Resorts is the hotel chain which stretches throughout India with three premium
brands: Sarovar Premiere and Park Plaza – the upscale (5-star) segment, Sarovar Portico and Park Inn –
the midmarket (3 to 4 star) segment, Hometel – 3-star to budget. Anil Madhok, the pioneer of Sarovar
Hotels & Resorts, laid its foundation in 1994 after he garnered his experience from The Oberoi Group.

OYO ROOMS
Oyo Rooms, a start-up of 2013 which is today’s largest hotel chain in India, covering mostly the leased
and franchised hotels, homes and living spaces. It is an affordable and budget hotel chain. Ritesh
Agarwal, an intelligent CEO, who cracked the hospitality market with more than 10 billion funding
from China as of now, has expanded globally with thousands of hotels and millions of rooms just in
India.
FHRAI (The Federation of Hotel and Restaurant Associations of India)

FHRAI is the voice of the Hospitality Industry and provides an interface between the Hospitality
Industry, Political Leadership, Academics, International Associations and other Stake Holders.

FHRAI is committed to the progress of the Industry through the various activities like education and
training, research and publication, Annual Convention to promote interaction with Government officials,
political leaders and stake holders of the Industry.

FHRAI is managed by the Executive Committee headed by the elected President having tenure of one
year. The Executive Committee comprises of members from the four Regional Associations. The day-to-
day business is conducted by the Secretariat headed by the Secretary General.

Established in the year 1955, FHRAI was sponsored by the four Regional Associations representing the
Eastern, Northern, Western and Southern regions of India. The Memorandum of Association was signed
by the doyens of the Industry on 15th April, 1955.
TRAVELLER AT REST – HOME AWAY FROM HOME:

• Hotels face numerous challenges in their efforts to provide pristine accommodations that create
memorable and enjoyable experiences for their guests.

• Satisfied guests are more inclined to revisit a hotel on their next trip if they feel at home during
their stay.

• Whether one operates a small bed-and-breakfast or a national or international hotel chain, it’s
important to make first-time guests and recurring visitors feel comfortable and safe to secure
ongoing loyalty and positive word of mouth.
How to make a hotel feel like home?

o High levels of cleanliness – The emergence of the novel coronavirus has resulted in many hotels
adjusting their approach to cleaning to prevent the spread of infection. Guests will expect the cleaning
process to be more visible than it once was.

o Welcoming design – Making guests feel relaxed is a primary goal. Conscious interior design decisions
are known to affect the mood and mental health of building occupants. Thus, hotels should incorporate
open layouts with ample lighting that create positive emotional responses.

o Attentive customer service - Visitors want to feel that staff members cater to their individual needs,
whether its offering suggestions for a local restaurant or quickly resolving any concerns. Managers
should trust that their employees will participate in pleasant interactions when prompted by the guest.
Staff should present themselves professionally and politely when speaking with guests, no matter what
time of night or day.
o Thoughtful amenities – Hotels should invest in high-quality amenities to make a hotel room feel
like home. Because guests often pay close attention to details throughout their stay, a property’s
purchasing decisions has a direct effect on the overall experience. Hotels should consider soft and
absorbent bath, spa and pool towels and toilet paper, plush beds and even slippers and robes in each
room. It is also important to stock enough tissues, soap and other toiletries. Lastly, hotels should
consider offering free access to Wi-Fi, pools and fitness centers.

o Adequate employee training - None of these initiatives are possible without the entire hotel team on
board. Managers must properly train their staff on hospitality etiquette and cleanliness standards.
What is Atithi Devo Bhava?

Atithi devo Bhava Program was introduced by Government of India and Ministry of Tourism.
This is to teach the stakeholders the importance of tourists and tourism places. The increase in
number will definitely lead to the economic growth.

This program brings the awareness in the people towards the preservation of our culture, heritage
and hospitality. The entire Campaign of Atithi Devo Bhava involves Sensitization, Screening,
Training, Orientation, Certification and Feedback.

The main aim of this program is to train the taxi drivers, guides, police and other people who
directly interacting with the tourists of how the foreign tourist should be treated in India.
Why Atithi Devo Bhava?

India was visited only by 3.3 million tourists every year, it's very less when compared to
country. If we want to increase our tourists to 100% we have to change the hospitality towards
the people and they should not be cheated and misguided.

India is rich in wealth, adventures places, greenery places but still India in the 15th position
among the famous places, so we need to change our views towards the tourists.
Inspiration behind Atithi Devo Bhava

India is rich in culture and heritage. The people are greeted and respected in India, from the past
days we respect our parents and guests. Earlier days Indian hospitality was given the more
prominence and that can be bought back to the present days. This can be the major reason why the
most foreign tourist is attracted towards India.

The main motto is:

• Our guest is blessed.

• Our tourist is God.