HOSPITALITY, HOTEL AND HOTELIERING BTTM 204 CONTENTS HOSPITALITY, HOTEL AND HOTELIERING (BTTM 204) Title Page No. BLOCK I: HOSPITALITY AND HOTELIERING - MEANING , NATURE AND TYPOLOGIES Unit 1 Hospitality: Origin and Evolution in International Context 1-18 Unit 2 Age old Institution of Hospitality with the Spirit of ‘Atithi Devo 19-40 Bhava ’in India and its present Status Unit 3 Typology of Accommodation 41-66 Unit 4 Origin and growth of Hotel industry with special Reference to 67-84 India BLOCK 2: DEPARTMENTATION IN STANDARD INTERNATIONAL HOTEL INTERNATIONAL HOTEL AND, ORGANIZATION AND FUNCTIONS OF VARIOUS DEPARTMENTS Unit 5 Front Office 85-118 Unit 6 Food Production 119-142 Unit 7 F & B Service 143-164 Unit 8 House Keeping 165-197 Unit 9 Back Office and Other Ancillary Departments 198-219 BLOCK 3: TYPE AND FORMS OF HOTELS Unit 10 Classification of Hotel on Basis of Location, Size, Clientele and 220-234 Range of Service etc Unit 11 Star Classification – Criteria and Procedure Adopted in India 235-278 Unit 12 Resort Properties, Heritage Hotels and Ecotels – Concept and 279-294 Emerging Dimensions BLOCK 4: INSTITUTIONAL, PROMOTIONAL AND REGULATORY ASPECTS Unit 13 Manpower Requirement in Hotel Sector vis a vis Existing HRD 295-313 Structure in India Unit 14 Role and Contribution of I.T.D.C. and State Tourism 314-342 Corporations in Development of Hotel Sector in India Unit 15 Multinational Hotel Chains and their Impact on Indian 343-364 Hoteliering Business. Unit 16 Fiscal and Non-Fiscal Incentives Available for Hospitality Sector 365-374 in the Country Unit 17 International Regulations and, Prevailing Ethical, Legal and 375-396 Regulatory Framework in India BLOCK 5: CASE STUDIES OF HOTELS Unit 18 The Taj, Mumbai 397-429 Unit 19 Leela Resort Beach, Goa 430-452 Unit 20 The Cecil, Shimla 453-472 Uttarakhand Open University 1 HOSPITALITY, HOTEL AND HOTELIERING BTTM 204 UNIT 1: HOSPITALITY: ORIGIN AND EVOLUTION IN INTERNATIONAL CONTEXT 1.1 Introduction 1.2 Objectives 1.3 Hospitality Origin in international context 1.3.1 From the antiquity to middle ages 1.3.2 The start of hotel Industry 1.4 Hospitality Business 1.5 Technology and hospitality Industry 1.6 Summary 1.7 Glossary 1.8. Answer to check your progress/Possible Answers to SAQ 1.9. References/Bibliography 1.10. Suggested Readings 1.11. Terminal and Model Questions 1.1 INTRODUCTION Hospitality is treating people like you would want to be treated when you’re are undertaking the visit or traveling. It means making the tourists feel happy and fully contented and totally welcome him or her not only as your guests but also the guests’ of the hotels. Hospitality is genuinely smiling face. Hospitality Industry can be termed as deliberate, planned and sustained efforts to establish and maintain mutual understanding between an organization and the public. i.e, the business of keeping and making of friends and environment also. As per the oxford Dictionary hospitality is defined as 'Reception and entertainment of guests, visitors, or strangers with liberality and goodwill'' The word hospitality is derived from the Latin word 'Hospitalitias’. Hospitality activity covers everything – providing attentive and courteous services, facilities and amenities to a traveler' meeting and greeting him at the door, providing efficient and Uttarakhand Open University 2 HOSPITALITY, HOTEL AND HOTELIERING BTTM 204 crazy food and beverage to him in his room, i.e., providing' a Home" away from Home" and making his visit a memorable and pleasant experience. ln most of the countries, all over the world' a guest is received with a great amount of courtesy and warmth and is provided with entertainment' The basic concept of hospitality is to make the guest feel that he has come among friends and that Guests always welcome . Although the basic concept of hospitality has remained the same, yet with the passage of time and development of technology and science, the needs and wants of travelers have changed greatly thus providing numerous services and facilities in terms of accommodation and other basic needs such as food and beverages. In olden day’s kings, lords, maharajas, landlords and sometimes the panchayats used to provide food and shelter to travelers and their animals free of charge as it used to be a benevolent activity. As a part of the hotel staff the guest should be welcomed with great interest should feel at home. Make their memorable stay in your hotel this should be motto. The arriving guest is always greeted with a Smile and proper salutation to show interest in his trip and his well -being. Hospitality means anticipating and satisfying a guest's needs. 1.2 OBJECTIVES OF THE CHAPTER The reader is able to convey feelings of welcome to the guests by following traditional and conventional practices identity the hospitality market and accommodations sector, and is also able to trace the path and growth and development. The reader understands the guests need and is able to provide Guest satisfaction by professional and efficient delivery of the services 1.3. HOSPITALITY AND HOTELIERING ORIGIN AND EVOLUTION The hospitality industry is a part of a larger enterprise known as travel and tourism industry. The travel and tourism industry is a vast group of business with one goal in common: providing necessary or desired services to travelers. Advances in transportation enabled more people to travel greater distances at less cost spreading tourism across the globe. From modest origins, hospitality and tourism rose to become two of the largest worldwide industries. Uttarakhand Open University 3 HOSPITALITY, HOTEL AND HOTELIERING BTTM 204 Warriors or traders were the early travelers but they did not have hotels to accommodate them. The warriors used tents but the merchants seeking to trade tools, clothing and livestock, traded merchandise for lodging. The inns offered little more than a cot or a bench in the corner of a room or a stable. Most of them were private residences that offered temporary residence or lodging to strangers. Guests stayed in large communal rooms where sanitation and privacy were non-existent. After the establishment of money in 6th century BC, inn keeping was one of the first commercial enterprises and hospitality was one of the first services for which money was exchanged. 1.3.1 FROM THE ANTIQUITY AND MIDDLE AGES The history of hotels is intimately connected to that of civilizations. Or rather, it is a part of that history. Facilities offering guests hospitality have been in evidence since early biblical times. The Greeks developed thermal baths in villages designed for rest and recuperation. Later, the Romans built mansions to provide accommodation for travelers on government business. The Romans were the first to develop thermal baths in England, Switzerland and the Middle East. Later still, caravanserais appeared, providing a resting place for caravans along Middle Eastern routes. In the middle Ages, monasteries and abbeys were the first establishments to offer refuge to travellers on a regular basis. Religious orders built inns, hospices and hospitals to cater for those on the move. In the third century AD, Roman Empire developed an extensive system of brick paved roads throughout Europe and Asia Minor. Small road side lodges were constructed due to increase in the road transport. During the Industrial Revolution in 1700s, the Europeans began to combine food and beverage service with lodging. No attention was given to sanitation and beds as well as rooms had to be shared with other travelers. These early European inns were unsuitable for aristocrats. To accommodate wealthy travelers, luxurious structures were erected. These offered private rooms, individual sanitation and all comforts of a European castle. These elegant new establishments adopted the French name for mansion, ‘hotel’. The rates they charged were very high and well beyond the means of common citizens. 1.3.2 THE START OF THE HOTEL INDUSTRY In France, at the beginning of the fifteenth century, the law required that hotels keep a register. English law also introduced rules for inns at that time. At the same time, around 1500 thermal spas were developed at Carlsbad and Marienbad. Uttarakhand Open University 4 HOSPITALITY, HOTEL AND HOTELIERING BTTM 204 During this epoch, more than 600 inns were registered in England. Their architecture often consisted of a paved interior court with access through an arched porch. The bedrooms were situated on the two sides of the courtyard, the kitchen and the public rooms at the front, and the stables and storehouses at the back. The first guide books for travelers were published in France during this period. An embryonic hotel industry began to develop in Europe. Distinctive signs were hung outside establishments renowned for their refined cuisine. At the end of the 1600s, the first stage coaches following a regular timetable started operating in England. Half a century later, clubs similar to English gentlemen's clubs and Masonic lodges began to appear in America. In Paris in the time of Louis XIV, the Place Vendome offered the first example of a multiple-use architectural complex, where the classical façades accommodated boutiques, offices, apartments and also hotels. 1.3.3 IN THE NINETEENTH CENTURY, HOTELS TAKE OVER THE TOWN The industrial revolution, which started in the 1760s, facilitated the construction of hotels everywhere, in mainland Europe, in England and in America. In colonial America, inns were modeled after European inns. Beds and rooms had to be shared with strangers. Throughout 1800s, American innkeepers improved their services and continued to build larger properties. Most of these were located in seaport town since sea transport was very widely used mode or travel and transport then. In New York first of all, and then in Copenhagen, hotels were established in city centers.