A study on all features of the hospitality industry, the current trends and future predictions.

1. What does Hospitality mean?
• According to the Oxford Dictionary, hospitality
means “the reception and entertainment of
guests, visitors or strangers with liberality and
good will”.
• In simple words, Hospitality may be defined as
meeting the needs of guests in a variety of
establishments.
• The word hospitality is derived from hospice
(nursing home), a medieval “house of rest” for
travellers and pilgrims.
• Hospitality then includes hotels and restaurants.

2. Characteristics of Hospitality Industry

3. HISTORY OF HOTELS
• Hotels have a long history, way back in 6th
Century BC when the first inn and around the
city of London began to develop.
• The first catered to travellers and provided
them with a mere roof to stay.
• This condition of the inns prevailed for a long
period of time, until the industrial revolution
in England, which brought new ideas and
progress in the business at the inn keeping.

4. • The invention of the steam engine made
travelling even more prominent which had
more people travelling not only for business
but also for leisure reasons.
• This led to the actual development of the
hotel industry.
• Hotels now not only cater to the basic needs
but also provide personalized services etc.
• Hotels today are “Home away from Home”

5. 7 P’s of hotel industry
PRODUCT

6. PROMOTION, PLACE

7. PEOPLE

8. PROCESS

9. PRICE

11. ORGANISATIONAL
STRUCTURE

12. • Every hotel, whether it’s big or small, needs an organizational structure
to carry out its daily operations.
• It was basically segmented into six divisions: finance, front office,
human resources, food and beverage, sales and logistics.
• Financial
The financial department’s role is to record financial transactions, prepare
and interpret financial statements, and deal with cost accounting and cost
control.
• Front Office
The front office (room management) department handles customer
service including front desk service, reservation, laundry, concierge,
telephone, and housekeeping service. A hotel’s front office is where guests
are greeted when they arrive, where they get registered and assigned to a
room, and where they check out. It’s almost the most important
department as it often offers contact with customers.

13. • Human Resources
The human resources department is given the responsibility to handle employee
recruitment, arrange staff training, make promotion and disciplinary decisions, and
check staff attendance.
• Food & Beverage
The food and beverage department is responsible for all of the dining rooms,
restaurants, bars, kitchen, clean up services, etc. Here we basically divide F/B
department into two parts: kitchen and restaurant. Kitchen department is
responsible for food preparation including main food, dessert, side food, and
beverage. Restaurant department‘s role is to provide dining room operation, waiter
service, food runner, and clean up service.
• Sales
The responsibility for sales department is to sell the hotel facilities and services to
individuals and groups. They sell rooms, food, beverage or special service such as
massage and laundry to potential customers through advertising or direct contacts.
• Logistics
The logistics department is responsible for tracking for daily supplies, purchasing
appliances, and keeping security.

14. Importance of USP’s in a hotel
• Every hotel needs to discover what is unique
about its brand and then promote heavily in its
marketing efforts on the web.
• What do you want your guests to see and feel
when they experience a hotel – this is ultimately
what a property needs to take into account when
working out the online marketing USP
• USP needs to be something that will personally
affect the life of the end user.

15. • COMMON MISTAKES:
• The biggest mistake we’ve seen in working out the USP
is to forget that it has to be something that the guest
will benefit from.
• SOME EXAMPLES:
• Using a historical fact as a USP. That Oscar Wilde lived
in a hotel is not much of a USP because it doesn’t show
much benefit to the individual.
• Focusing on interior design elements. Mentioning LED
lighting or other fancy technology features as a USP
doesn’t help understand the comfort.
• Using the decoration theme as USP. That the hotel is
decorated based the theme of cars is nice but the guest
isn’t staying there to watch the theme.

16. Key elements of a USP
• There are three factors that determine a hotel’s USP
and only three.
1) Location
2) Comfort
3) Value
• A good USP integrates all three elements to form a
clear concept of the hotel. If a hotel is unique (and
positively so) on all three points, the USP will be
perfect.
• But that’s rare, a property will often find one of these
points is totally unique and the other two are passable.

17. 7 astonishing hotels worldwide
that will surprise you

18. 1. Giraffe Manor in Nairobi, Kenya
Where else in the world could you make friends with a giraffe?! At Giraffe Manor
in Nairobi, you can get up close and personal with these adorable creatures, who
freely roam the property.

19. 2. Kakslauttanen in Finnish Lapland, Finland
At Kakslauttanen you can stay in a snow igloo, a log cabin, or the coolest
thing ever…a glass igloo! Lie in your bed with your loved one and watch the
Northern Lights for a one-of-a-kind vacation.

20. 3. Poseidon Underwater Resort on a private island near
Fiji
See the world like the fishes do. Poseidon allows you to stay at the
bottom of the ocean for the night. We’re serious

21. 4. Jumbo Stay in Stockholm, Sweden
Really love airplanes? This is the spot for you. Spend the night onboard a real
jumbo jet — on the ground! And there is a luxury suite in the converted
cockpit with a panoramic view of the Stockholm Arlanda Airport.

22. 5. Taj Lake Palace in Rajasthan, India
The Taj Lake Palace is a beautiful marble hotel in the middle of a lake. It is
romantic and tranquil, surrounded by the Aravalli Mountains, into which
numerous city palaces are nestled. Originally built in the 1930s, the hotel is a
classic that is almost too good to be true.

23. 7 deadly sins of service

24. - Apathy
- Brush-off
- Coldness
- Condescension
- Robotics
- Rule book
- Runaround
I really
don’t care
what the
guests want
You can figure out
how to use the Wi-Fi
themselves, its very
basic.
You are too
ugly to avail
the spa
service.
We cannot let
you use the
terrace to
propose
marriage to
your girlfriend.
KIDS ARE NOT
ALLOWED TO
ENTER THE
BUSINESS
ROOM!!!!!
12 o'clock
check-in, 12
o'clock
checkout.
No I cannot help
you, I do not
understand English.

26. CLASSIFICATION OF HOTELS
• Hotels can be classified on the basis of
operational criteria.
• Eg: The accommodation they provide and the
services they cater.
• 1)Market Segment:
• Economy/ Limited services hotels.
• Executive hotels
• Luxury/Deluxe hotels
• Time- share Hotels

27. 2) Property Type:
• Traditional hotel
• Motels
• Casino Hotels
• Resorts
3)According to size:
• Small hotels (150 rooms)
• Medium hotels (upto 299 rooms)
• Large hotels (upto 600 rooms)

28. 4) Level of Service :
• World Class Service
• Mid range service
• Economy/ Limited Services

29. Types of Hotels

30. Bed & Breakfast
A Bed and Breakfast (B&B) is a private home in which guests
can be accommodated at night in private bedrooms (which may or may
not have private bathrooms). The owner or manager lives in the house
or on the property. The public areas of the house, such as kitchen and
lounge have either limited access for guests, or are shared with the
host family to some degree. The business may be run as a secondary
occupation. Breakfast is included in the price (generally either
continental or full-English). Other meals may be available by
arrangement.
Bed&Chai, New Delhi
Owners Clara Kanner and Coraline
Joveneaux, from Lille in France,
arrived in India four years ago and fell
in love with the country. They set up
Bed&Chaï a year and a half ago. They
have an open kitchen policy and the
guests are allowed to cook for
themselves.

31. Backpacker’s Hostel
A hostel (or backpacker) establishment is aimed at the budget traveller and generally attracts a younger
clientele. Bedrooms are in a dormitory style (shared) and bathrooms are shared, although private bedrooms
may be available.
Light meals may be available in addition to the room rate.

32. Epic European Hostels that cost less than $25!

33. Boutique Hotel
A boutique hotel is a 5 star establishment providing all the features and facilities of a normal
hotel, in a unique and exclusive style. These properties are generally small, feature top class service and are
marketed to the affluent.
Guest House
A guesthouse is generally a private home which has been converted for the dedicated and exclusive
use of guest accommodation. The public areas of the establishment are for the exclusive use of the guests.
The owner or manager either lives off-site, or in an entirely separate area within the property. A Guesthouse
offers a wider range of services than a B&B, and usually caters for all meals.

34. Homestay is a form of tourism or study abroad that allows visitors to rent rooms from local families. It is sometimes used by
people who wish to improve their language skills and become familiar with the local lifestyle.
Some countries encourage homestay as a means of developing their tourism industry. Hosting a homestay participant allows the
host family to earn an income. Students tend to arrange a homestay with their school or educational institution, but they can
informally arrange one through social connections and private agencies that connect students with hosts families, usually for a
nominal fee.
Amanpreet Bajaj, Country Manager - India, Airbnb, said: “Homestays are fast emerging as the
trendiest thing for travellers, nowadays. More and more people now want to move away from the
templatised ways of travel and standardised hospitality services to have unique experiences.”
India is a key strategic market for Airbnb’s overall growth, he said. The company, which currently has
over 18,000 listings, has seen 115-per cent growth in listings since last year.

35. Over the top Amenities from
around the worldTEMPORARY CLOSET
Where: Hotel de Rome, Berlin
Forget your little black dress? No problem. The Hotel de Rome offers Schumacher designer
dresses at no extra charge, whether guests are looking to wear a cocktail dress or an
evening gown. The Schumacher shop is located just a few minutes from the hotel, which
can organize a private shopping trip there.
Feel like driving a new Porsche while on vacation? That’s no problem if you’re
staying at the Rancho Valencia Resort & Spa. Through an exclusive partnership
with Porsche of San Diego, the resort offers guests a complimentary vehicle
COMPLIMENTARY PORSCHE
Where: Rancho Valencia Resort & Spa, Rancho Santa Fe, California
24-KARAT GOLD IPAD
Where: Burj Al Arab Jumeirah, Dubai, United Arab Emirates
The Burj Al Alrab is known for taking luxury to a whole new level. Case in point: At check-in, guests are offered a 24-
karat-gold iPad engraved with the hotel’s logo. You can use the gadget as a “virtual concierge” to access hotel
information and services
RUNNING CONCIERGE
Where: The Westin Peachtree Plaza, Atlanta
There’s no excuse for not keeping up with your fitness program at The Westin
Peachtree Plaza, as runners don’t have to pack a thing. Rent New Balance workout
gear for a fee and have the items delivered to your room. The complimentary
running concierge also accompanies guests on a jog around the city and shows
them the best routes.

36. The Largest Hotel Chains In The World

37. The Umaid Bhawan Palace, Jodhpur
Awarded the traveller’s choice best hotel in the
world award by Trip Advisor
http://indianexpress.com/article/lifestyle/destination-of-the-week/perfection-
checks-in/

38. INNOVATIVE
SERVICE
CONCEPTS

39. Authentic hospitality is the key to success at this
friendly hotel. From a warm personal welcome with a
cup of home-made soup at check-in, to being offered
local cakes to take home at check-out, this hotel
looses no opportunity to make their guests feel at
home and appreciated.
With their local launched with an original opening
campaign named ‘Style, Sex & Soup’, they
differentiate themselves from the rest of the pack.
Moreover they offer 4 star service at a 3 star price.
Townhouse Hotel Maastricht

40. Qbic Hotels
Not trying to think outside of the box, but moving into
existing boxes. They are in essence recycling empty
office blocks. The Qbic team really understands the art
of problem solving. Moving into underutilized real
estate with a modular plug and play concept reduced
sharply the construction time and cost.
This low cost design hotel concept is based on the
philosophy that the best service is self service. Qbic
offers an affordable, quality and stylish place to sleep
with a local feel to the budget conscious traveler.
After their pilot property in Amsterdam, they are now
preparing to open in London in the fall of 2013.
Qbic Hotels

41. The Student Hotel
The Student Hotel provides fully furnished and fully
serviced rooms and suites for students, urban
travelers, academics, friends and family.
International and local students enjoy all-inclusive
and hassle-free accommodation with lots of extra
benefits. With library, lounges and study rooms,
gym, café and restaurant, your own bike, WiFi and
cable TV. What more could you possibly want?
Even better, you decide how long you want to stay -
one night or two weeks, up to two semesters, - it’s
all up to you. The Student Hotel is a comfortable,
safe and fun place for you to sleep, eat, drink and
make friends for life. The Student is all about
community, convenience and comfort.
The Student Hotel

42. Secret de Paris
As no other have they coined the concept of selling the
destination. They share a local experience. Non-public
knowledge that is truly part of the real secrets of city of
lights is incorporated in the concept. 7 incomparable room
categories, that take you inside 6 different monuments of
Paris (Mussée d'Orsay, Moulin Rouge, Tour Eiffel, Opéra
Garnier, Trocadero, Atelier d’Arstists).
You can even change rooms several times during your stay.
The room you will stay in for the first night will be revealed
only upon your arrival. And each night after they propose a
different room concept.
Secret de Paris

43. Trends in the hotel industry
1. Providing healthy food
2. E-booking
3. Providing wellness services
4. Extreme sports
5. Green sustainable hospitality
6. Low budget tourism
7. Innovative technology
8. Social network promotion
9. Sharing economy
10. E-payment

44. Star Category of hotels in India

45. The hospitality business and
you
Answer with a Yes, No or Sometimes
1. Can I talk to strangers?
2. Am I pleasant and courteous even when under
stress?
3. Am I at ease when using the telephone?
4. Do I generally look clean and neat?
5. Can I follow orders?

46. The hospitality business and
you
6. Do I accept criticism gracefully?
7. Do I like staying busy?
8. Do I do detailed work well?
9. Do I enjoy working with other people?
10.Do I enjoy helping people?
Give yourself 2 points for each yes, 1 point for sometimes
and 0 for no. If you scored 16pts. or more you would make
an excellent hospitality worker

47. Name these famous hotel chains.

48. Food for thought
What is the best hotel strategy to increase
occupancy and revenue? How can we
differentiate ourselves to compete with
other big hotel competitors?
https://www.quora.com/What-is-the-best-hotel-strategy-to-increase-occupancy-and-revenue-How-can-we-differentia