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Project Report on Tourism and Hotel Industry in India

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Contents Executive Summary 1. Introduction 2. The Indian Scene 3. Government and Tourism 4. Pest Analysis 5. Tourism : A Sum Total 6. The Bottlenecks 7. What We Suggest 8. Case Studies Appendix 1 Appendix 2 Executive summary Tourism is one of the world's fastest growing industries at present and holds the status of the world's no. 1 industry. In India, tourism has the distinction of being the third largest export industry after gems, Jewellery and readymade garments still India's share of the world tourist traffic is a mere 0.51%. The non-tourist countries like Malaysia and Indonesia get much more tourists than India. For our study we have confined ourselves to the international tourists coming in India. The study is based on published data. We started with reviewing what India offers to a foreign visitor and what is the current status of the tourism industry. Then we proceeded to see what is the government doing to aid tourism The next phase of our study deals with the analysis of the tourism industry under the following parameters. * Political/Legal * Economic * Social * Technological In the course of our study, we realized that tourism is not a stand-alone industry. It is supported by various other industries like the hotel industry, airline industry, the railways, road networks, the tour operators and the government. These together have to work to increase the tourist traffic in the country. We did a SWOT analysis of these industries an identified the following problem areas: The role of Government: the plethora of taxes and procedural complications Poor infrastructure Inadequate world class accommodation and Untrained personnel manning key facilities Unfocussed marketing of the Indian tourism product package Apprehensions about the law and order situations Our suggestions to the industry are based on treating tourism as a business where tourist is the customer and country is the product. For the success of tourism all the variables have to be defined in the right context. ...read more.


There have been many instances where tourist have been physically assaulted, robbed and sexually harassed. Any such incident reflects badly on the country and creates a negative image in the country from which the tourist has come. In the mid nineties, when insurgency was thought to be on a decline in Jammu and Kashmir, five foreign tourists were kidnapped. This lead to a lot of clamour and the State Department of the US issued a specific warning to its citizens not to visit Jammu and Kashmir. Although the notice was only for J&K still then it affected the total inflow of tourist into the country. Similarly a French national was sexually assaulted in New Delhi and that too had attracted international attention. Apart from these, there are hundreds of other incidents like cheating to murder that tarnish the image of the country. All these concerns have to be meet. 6.4 Misconception about the Country The image of the country has taken a long time for the change from the old image of the land of snake charmers. There are many places where the image of India is one of poverty, superstition, and diseases. One of the main reasons why tourist do not visit the country has been the fear of been infected by some exotic disease. The case of Plague in Surat in 1994 led to a decrease of 36% in arrival of foreign tourists in India (Appendix1). All these misconceptions unless addresses immediately will create a problem for the growth of the industry. 7. WHAT WE SUGGEST To increase the inflow of tourists in India a combined effort by all the major players will have to be made. The government's role is critical, as it will have to provide the conducive environment for the supporting industries to function properly. To begin with, the tourist has to be given the status of a customer. ...read more.


Because guaranteed and advance deposit reservations are promised a room all night long, it is risky for the front office to sell a committed reservation. Yet, as a means of generating additional revenues, it is common practice for hotels to sell reserved rooms late at night when their chance of arrival seems remote. Overbooking: Overbooking is the natural consequence of a forecast gone awry. When more rooms are committed than are available, the hotel finds itself with a negative room count, and may need to walk arriving guests to another property. Reservations are legal contracts, and hotels have an obligation to provide accommodations to reserved guests. When rooms are unavailable, guests dealing with a reputable chain or independent operation can generally expect the hotel to "walk" them to a comparable property, pay the difference in room rate, the cost of transportation to the other hotel, and one or two telephone calls, as well as offer a formal apology from management. Simple, Unadjusted Room Count: In its simplest form, the unadjusted room count attempts to compare the rooms available in the hotel against anticipated stayovers and expected reservation arrivals to determine the exact number of rooms available for sale. When the total of incoming reservations plus stayovers (known as "committed rooms") equals something less than the number of rooms in the hotel, the hotel has rooms available sale. If the total of committed room is higher than available rooms, the hotel is overbooked. Managing Guest Services (THROUGH QUALITY MANAGEMENT) Quality Management in Manufacturing Quality Management in Inn keeping Examples of Quality Management Quality Management The Basic Product Bedding and Cleanliness Noise and Temperature The Buyer's View The Seller's View Leadership Empowerment The Employee Selecting the Right Employee Quality Management Denied Implementing Guest Service Measuring Guest Service Moments of Truth Quality Control through Inspection Quality Guarantees Physical Accommodations Signage Complaints Still Another Calculation Preventing the Complaint Early Warning Comment Cards Quality Circles Handling the Complaint Preparing for Complaints Responding to Complaints: By listening In a proper venue By making a record With a settlement By asking the guest ...read more.

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