ACKNOWLEDGEMENT I take the opportunity to thank the member of individuals, who helped in creating this project on the Operational aspects of ―LEELA PALACE‖. To begin with I would like to thank Our Principle MS. SUNITA SRINIVASAN for giving me the opportunity to work on this project and guide me whenever need be. I thank my faculty guide Mr. VISHNU, for strengthening my base and guiding me to complete this report successfully. I thank all the personnel at ―LEELA PALACE‖ who helped me by imparting necessary information about various departments. Finally, I take this opportunity in expressing the sense of gratefulness to my parents without whose financial and moral support this research would not have been a reality and all my friends who worked with me throughout the project. MANJUNATH NAIK II YEAR BA-IHA 1 CERTIFICATE This is to certify that the study titled ―operational of LEELA PALACE BANGALORE ―submitted BY MANJUNATH NAIK in partial fulfillment of the requirement of degree of Bachelor of arts in international hospitality administration of IGNOU, is a bonafide record of study carried out by him under my guidance and this project has not been submitted elsewhere for the award of any Degree of Diploma of any other university. Bangalore Date: EXAMINER FACULTY GUIDE PRINCIPAL 2 DECLARATION I hereby declare that the study title ‗THE OPERATIONAL ASPECTS OF THE LEELA PALACE, BANGALORE ‘ is a record of original study done by me under the guidance of Mr.Vishnu Jayakumar - guide, and no part of this study has been submitted by me for the award of Degree, Diploma, Fellowship or any other similar titles of any other university. Bangalore MANJUNATH NAIK Date: 2nd YEAR BA-IHA P.E.S.I.H.M. Bangalore 3 TABLE Of CONTENTS 1: Introduction …………………………………………………………………… 5 -26 Hotel industry Classification of Hotels 2: Research Design…………………………………………………………………27 Scope , Purpose, Objectives and methodology And Limitations 3: Profile of the Place and Profile of the Hotel………………………………. 28-63 4. Detailed operations Of the Departments……………………………………. 64-123 Front Office House keeping F & B production F & B Service 5. ALLIED DEPARTMENTS…………………………………………………. 124-133 6. Operational Problems observed and Solutions arrived ……………………134-139 7. Conclusion …………………………………………………………………..140-141 8. Annexure……………………………………………………………….............142-158 4 CHAPTER I TOURISM INTRODUCTION TO TOURISM Tourism is the act of travel for predominantly recreational or leisure purposes. It also refers to the provision of services in support of this act. According to the World Tourism Organization, tourists are people who "travel to and stay in places outside their usual environment for not more than one consecutive year for leisure, business and other purposes not related to the exercise of an activity remunerated from within the place visited As a service industry, tourism has numerous tangible and intangible elements. Major tangible elements include transportation, accommodation, and other components of a hospitality industry. Major intangible elements relate to the purpose or motivation for becoming a tourist, such as rest, relaxation, the opportunity to meet new people and experience other cultures, or simply to do something different and have an adventure. DEFINITION According to World Tourism Organization (WTO), ―Tourism comprises the activities of persons travelling to and staying in places outside their usual environment for not more than one consecutive year for leisure, business and other purposes not related to the exercise of an activity remunerated from within the place visited.‖One of the earliest definitions of tourism was provided by: 5 In 1910, an Austrian economist Hermann Von Schullard, who defined it as, "sum total of operators, mainly of an economic nature, which directly relate to the entry, stay and movement of foreigners inside and outside a certain country, city or a region." In 1941,Hunzikerand Krapf, in 1941, defined tourism as "the sum of the phenomena and relationships arising from the travel and stay of non-residents, in so far as they do not lead to permanent residence and are not connected with any earning activity.‖ In 1976,Tourism Society of England defined it as "Tourism is the temporary, short-term movement of people to destination outside the places where they normally live and work and their activities during the stay at each destination. It includes movements for all purposes." In 1981, International Association of Scientific Experts in Tourism defined Tourism in terms of ―particular activities selected by choice and undertaken outside the home environment.‖ In 1982,Mathieson and Wall defined tourism,―The temporary movement of people to destinations outside their normal places of work and residence, the activities undertaken during their stay in those destinations, and the facilities created to cater to their needs.‖ In 1986,Macintosh and Goeldner defined tourism as,―The sum of the phenomena and relationships arising from the interaction of tourists, business suppliers, host governments and host communities in the process of attracting and hosting these tourists and other visitors.‖ HISTORY AND EVOLUTION 2000 years Before Christ, in India and Mesopotamia Travel for trade was an important feature since the beginning of civilization. The port at Lothal was an important Centre of trade between the Indus valley civilization and the Sumerian civilization. 600 BC and thereafter The earliest form of leisure tourism can be traced as far back as the Babylonian and Egyptian empires. A museum of historic antiquities was open to the public in Babylon. The Egyptians 6 held many religious festivals that attracted the devout and many people who thronged to cities to see famous works of arts and buildings. In India, as elsewhere, kings travelled for empire building. The Brahmins and the common people travelled for religious purposes. Thousands of Brahmins and the common folk thronged Sarnath and Sravasti to be greeted by the inscrutable smile of the Enlightened One- the Buddha. 500 BC, the Greek civilization The Greek tourists travelled to sites of healing gods. The Greeks also enjoyed their religious festivals that increasingly became a pursuit of pleasure, and in a particular, sport. Athens had become an important site for travelers visiting the major sights such as the Parthenon. Inns were established in large towns and seaports to provide for travelers‘ needs. Courtesans were the principal entertainment offered. This era also saw the birth of travel writing. Herodotus was the worlds' first travel writer. Guidebooks were made their appearance in the fourth century covering destinations such as Athens, Sparta and Troy. Advertisements in the way of signs directing people to inns are also known in this period. The Roman Empire With no foreign borders between England and Syria, and with safe seas from piracy due to Roman patrols, the conditions favoring travel had arrived. First class roads coupled with staging inns (precursors of modern motels) promoted the growth of travel. Romans travelled to Sicily, Greece, Rhodes, Troy and Egypt. From 300 AD travel to the Holy Land also became very popular. The Romans introduced their guidebooks (itineraria), listing hotels with symbols to identify quality. Second homes were built by the rich near Rome, occupied primarily during springtime social season. The most fashionable resorts were found around Bay of Naples. Naples attracted the retired and the intellectuals. Cumae attracted the fashionable, while Baiae attracted the down market tourist, becoming noted for its rowdiness, drunkenness and all- night singing. Travel and Tourism were to never attain a similar status until the modern times. In the Middle Ages 7 Travel became difficult and dangerous as people travelled for business or for a sense of obligation and duty. Adventurers sought fame and fortune through travel. The Europeans tried to discover a sea route to India for trade purposes and in this fashion discovered America and explored parts of Africa. Strolling players and minstrels made their living by performing as they travelled. Missionaries, saints, etc. travelled to spread the sacred word. The Grand Tour From the early seventeenth century, a new form of tourism was developed as a direct outcome of the Renaissance. Under the reign of Elizabeth 1, young men seeking positions at court were encouraged to travel to continent to finish their education. Later, it became customary for education of gentleman to be completed by a 'Grand Tour' accompanied by a tutor and lasting for three or more years. While ostensibly educational, the pleasure seeking men travelled to enjoy life and culture of Paris, Venice or Florence. By the end of eighteenth century, the custom had become institutionalized in the gentry. Gradually pleasure travel displaced educational travel. The advent of Napoleonic wars inhibited travel for around 30 years and led to the decline of the custom of the Grand Tour. In the nineteenth century Advent of railway initially catalyzed business travel and later leisure travel. Gradually special trains were chartered to only take leisure travel to their destinations. The European countries indulged in a lot of business travel often to their colonies to buy raw material and sell finished goods. The invention of photography acted as a status-enhancing tool and promoted overseas travel. The formation of first hotel chains; pioneered by the railway companies who established great railway terminus hotels. Seaside resorts began to develop different images as for day-trippers, elite, for gambling. Other types of destinations-ski resorts, hill stations, mountaineering spots etc. The technological development in steamships promoted travel between North America and Europe. 8 The Suez Canal opened direct sea routes to India and the Far East. The cult of the guidebook followed the development of photography. In the Twentieth Century The First World War gave first-hand experience of countries and aroused a sense of curiosity about international travel among less well-off sector for the first time. The large scale of migration to the US meant a lot of travel across the Atlantic.