KERALA TOURISM DEVELOPMENT CORPORATION, THEKKADY Organization Study Report submitted in partial fulfillment of the requirements for the MBA (full time) degree of the Mahatma Gandhi University.
Submitted By
Sherin Lee Joseph Register No: 2010-2011 Batch
ALBERTIAN INSTITUTE OF MANAGEMENT (A unit of St.Albert¶s College) Banerji Road, Cochin-682018
May-June 2011
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Company certificate
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ACKNOWLEDGEMENT
At the outset, I bow before God, Almighty for his bountiful blessings without which I would not have completed the enclosure successfully succ essfully.. First I would like to thank George G eorge Sleeba ,Director, Albertian Institute of Management, who gave me an opportunity opportunit y to do the project projec t ,I wholeheartedly wholeheart edly acknowledge my indebtedness to my guide Mr. Praveen M.J. M.J. faculty, Albertian Institute of Management for his meticulous guidance and a constant encouragement encoura gement throughout my project. I express my sincere thanks to Mr. Pradeep (Manager,Aranya (Manager,Aranya Nivas) for the precious time sacrificed for guiding me towards absolute excellence. I am immensely grateful to all workers and supervisors of Kerala Tourism Development Corporation, Thekkady for the help and co-operation rendered to me during the study. Also it was the love and inspiration installed in me by my family members and friends that energized me to complete this venture. I again extend my whole hearted gratitude to all those who have directly and indirectly helped me during the course of this work.
Sherin Lee Joseph
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DECLARATION
I hereby declare that the Organization Study Report entitled Kerala Tourism Devolopment Corporation ,is a record of Bonafide work done by me in Aranya Nivas,Thekkady during May 2010 to June 2010 under the supervision of Mr. (Manager-Aranya nivas) and Mr.Praveen M.J.,(Lecturer,Albertian Institute of Management) and that no part of this report has formed the basis for award of any degree ,diploma ,associateship,fellowship or any other si milar title or recognition in any other institution
Cochin Date
Sherin Lee Joseph
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Certificate from AIM
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TABLE OF CONTENTS
SL.NO
CONTENTS
CHAPTER 1 1
INTRODUCTION
1.1
Objective of the study
1.2
Methodology of study
1.3
Scope of the study
1.4
Rationale of the study CHAPTER 2
2
INDUSTRIAL PROFILE
2.1
Global scenario
2.2
Indian scenario
2.3
Leading players in hotel industry in India
2.4
SWOT ANALYSIS of hotel industry CHAPTER 3
3
ORGANISATIOANL PROFILE
3.1
Introduction
3.2
Legendary tale about KTDC hotels in Thekkady.
3.3
Operation of hotels CHAPTER 4
4
PRODUCT PROFILE
4.1
Restaurants at KTDC hotels in Thekkady
4.2
Rooms
4.3
Ayurvedic Centre CHAPTER 5
5
ORGANISATION CHART AND STRUCTURE
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CHAPTER 6 6.
FUNCTIONAL AREAS
6.1
Front office department
6.1.1
Structure of front office department.
6.2
Food and beverage service department
6.2.1
Structure of Food and beverage service department
6.3
Food and beverage production department
6.3.1
Kitchen Stewarding
6.3.2
Production Process
6.3.3
Classification of kitchen
6.3.4
Structure of food and beverage production
6.4
House Keeping Department
6.4.1
Laundry Department
6.4.2
Structure of Housekeeping department
6.5
Engineering department
6.5.1
Structure of engineering department
6.6
Security department
6.7
Finance/Accounts department
6.7.1
Structure of Finance department
6.8
Sales and Marketing department
6.8.1
Reservation Department
6.9
Human Resource Department
6.9.1
Functions of Human Resource department
6.9.2
Features of Human Resource Department CHAPTER 7
7.1
SWOT analysis
7.2
Findings and Suggestions
7.3
Limitations
7.4
Conclusion Bibliography
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LIST OF TABLES
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LIST OF FIGURES
Sl.no
List of figures
1
Organization chart and structure
2
Executive Profile
3
Structure of front office department
4
Structure of food and beverages service department
5
Structure of production process
6
Structure of food production department
7
Structure of housekeeping department
8
Structure of Engineering department
9
Structure of Finance department
10
Reservation sales and Marketing department
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CHAPTER 1
INTRODUCTION
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1. INTRODUCTION As part of the MBA course curriculum ,we are supposed to do an organization study to understand how a company functions and how theory differs from practice.This report is prepared by me as a result of my organizational study conducted at Kerala Tourism Development Corporation in Thekkady.
1.1Objectives of study The chief objective of the study was to understand the functions of Kerala Tourism Development Corporation in Thekkady.For this study following were studied: y
The profile and history of the company
y
The structure of the company
y
The structure and functioning of different departments.
1.2 Methodology of the study 1) Primary data Primary data was collected from different department heads,by direct interview a nd by observations.
2) Secondary data Secondary data was collected from already published sources such as printed materials of the company,websites
1.3 Scope Scope of the study The study was done at Kerala T ourism Development Corporation in Thekkady during the period of one month starting from 1 st May 2011 to 30th May 2011,the scope of study covers all the functional areas of each department in the organization.
1.4 Rationale of the study Organization can be defined as a system of consciously coordinated activities of two or more persons. The formal organization structure describes the departments which are related to one another clearly showing the flow of authority ,responsibility and communication among various departments which are located at different levels of hierarchy. So being an MBA student ,study of an organization its function ,procedures ,helps a lot in providing most important and useful knowledge for future use.
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CHAPTER 2
INDUSTRIAL PROFILE
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2. INDUSTRY PROFILE
The Industry
A hotel is an establishment that renders lodging in lieu of payment. This lodging is usually given in exchange for a specified predetermined amount of money. The thriving economy and increased business opportunities have acted as a boom for hotel industry. Hotel Industry is inextricably linked to the tourism industry and the growth of tourism industry has fuelled the growth of hotel industry. Major segments of hotel includes ±heritage hotel, transit hotels, business hotels,resorts,motels and flottels.Resorts can be again divided into Beach resorts,jungle resorts and backwater resorts.Hospitality industry can be empirically divided into entertainment areas like clubs and bars and accommodation.The hospitality industry also includes tourism tourism support commercial activities like airline cabin staff and travel agents.The industry is assumed to have ever lasting demand but there are certain problems that this industry regularly faces.These problems may include uncertainity to the cost of even most economic source of energy ,increased trend of problems in maintaining profitable food and beverage facilities ,comparatively more increase in labour cost as compared to productivity ,customer dissatisfaction due to increase in size and number of rooms as it is calimed to increase registration and other services process time and more importantly very high competition that induces heavy rate cuts to survive.
2.1 Global Scenario Hospitality industry is a 3.5 trillion dollar service sector within the gobal economy.Hotel industry has witnessed tremendous boom in recent years.Hospitalty industry is a major employer.The industry includes service sector like tourism and food service.It suffers from more economic fluctuations compared to its peer industries.The hospitality industry is poised to grow at a faster rate and reach INR 826.76 billion by 2010.Majors players in hotel industry are Sheraton ,intercontinental ,Hyatt hotel,The Parl Le ±meridian.Hotel industry is also inextricably linked to the tourism industry and its growth has added fillip to the hotel industry.The arrival of low cost airlines and the associated price wars have given domestic tourists a host of options.Trends that will shape the future of hospitality sector ar e:
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1. Low cost carriers 2. Budget hotels 3. Service apartments 4. Technology 5.Loyalty travel 1. Low cost carriers:Travellers in general are more price sensitive to airfare than they are to hotel
room rates. Often a low airfare will stimulate demand for traveleven if hotel prices are increasing.LCCs are a good opinion for business travelers ,as they have a dvantages like lo costs ,more options and connectivity. 2.Budget hotels: More than 50 percent of occupancy in majority of hotels comes from the business
travel segment. The average room rate (ARR) realized from business travelers is normally higher than from leisure travelers. Heightened demand and the healthy occupancy rates have resulted in an increase in this number of budget hotels include Homotel,Kamfotel, and courtyard by Marriott,Country Inns and suites ,Ibis and Fairfield Inn. 3.Service apartments:The concept of service apartments,though a recent phenomenon in India ,is
an established global concept.Villas in Spain ,flats in UK and apartment complexes in the US have all created a viable market for those who want more than just a room in a hotel.Service apartments are the latest trend in accommodation, offering the comfort and convenience of a home without the hasseles of having to maintain of lokk after it.Ideally suited for medium to long staying guests,service apartments are a natural choice for corporate employess or expatriates relocating to a particular city,non ±residents Indians visiting the country for long spells and foreigners visiting the city for long durations. 4.Technology: Travel and technology have become inseparable.Technology is making its own
adavances with high ±tech video conferencing facilities,web cameras and virtual reality modes of conferencing.Online bookings,e-ticketing,Wi-Fi Internet connectivity,easy acessto information etc are just a few areas where technology has completely changed the way we travel. 5.Loyalty travel:Today ,airline ±credit card company tie ups have brought a whole range of
benefits to the travelers .These include insurance cover ,upgrades,free tickets,acess to executive lounges and host of other goodies. 2.2 Indian scenario
The hotel industry in India is going through an interesting phase.One of the major reasons for the increase in demand for hotel rooms in the country is the boom in the overall economy and high growth in sectors like information technology ,telecom,retail and real estate .Rising stock market and new business opportunities in the country .The government¶s decision to
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substantially upgrade 28 regional airports in smaller towns and privatization and expansion of Delhi and Mumbai airport will improve the business prospects of hotel industry in India .Substantial investments in tourism infrastructure are essential for Indian hotel industry to achieve its potential.The upgrading of national highways connecting various parts of India has opened new avenues for the development of budget hotels in India .In recent years government has taken several steps to boost travel and tourism which have benefitted hotel industry in India .These include the abolishment of the inland air travel tax of 15% reduction in excise duty on aviation turbine fuel to 8% and removal of a number of restrictions on outbound chartered flights,including those relating to frequency and size of aircraft .T he government¶s recent decision to treat convention centres as part of core infrastructure,allowing the government to provide critical funding for the large capital investment that may be required has also fuelled has also the demand for hotel rooms.
µHotels in India¶ have supply of 110,000 rooms. According to the tourism ministry, 4.4 million tourist visited India last year and at current trend demand will soar to 10 million in 2010 ±to accommodat e 350 millon domestic travelers.¶Hotels in India µ as a shortage of 1,50,000 rooms fuelling hotel room rates across India .With tremendous pull of opportunity ,India is destination for hotel chains looking for growth.The World Travel and Tourism Council ,India data says India ranks 18th in business travel and will be among the top 5 in this decade.Sources estimate ,demand is going to exceed supply by atleast 100 % over the next 2 years.Five star hotels in metro cities allot same rooms more than once a day to different guests,receiving almost 24 hour rates from both guest against 6-8 hours usage .With demand ±supply disparity ,¶Hotel India µroom rates are most likely to rise 25% annually and occupancy to rise by 80% over the next two years.Hotel industry in India is eroding its competetiveness as a cost effective destination.However ,the rating on the µIndian Hotels¶ is bullish.¶India Hotel Industry¶ is a dding about 60,000 quality rooms,currently in different stages of planning and development and should be ready by 2012.MNC Hotel Industry giants are flocking to India and forging Joint Ventures to earn their share of pie in the race.Government has approved 300 hotel projects ,nearly half of which are in the luxury range. µHotel Industry in India µ is set to grow at 15% a year .Already more than 50 international budget hotel chains are moving into India to stake their turf.Therefore with oppurtunities galore ,the future Scenario of Indian Hotel Industry looks rosy. The major players in the Indian Hotel Industry ban be broadly classified into private players and public players.The major private players include Indian Hotels Company
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Limited,East India Hotels Limited(The oberoi group),Asian Hotels and ITC hotels.ITDC and Hotel Corporation of India are the major public sector players
2.3 LEADING PLAYERS
PUBLIC SECTOR PLAYERS y
ITDC hotels
y
Hotel Corporation of India
PRIVATE SECTOR PLAYERS y
Indian Hotels Company Ltd.(The Taj Hotel Resorts and palaces)
y
Oberoi Hotels
y
Hotel Leela Venture
y
Asian Hotels Ltd
y
Radisson hotels and resorts
The arrival of low cost airlines and the associated price wars have given domestic tourist a host of options .The opening up of aviation industry in India has led the way for exciting opportunities for the hotel industry as it relies on airlines to transport 80 % of international arrivals .Moreover ,the government µs decision to substantially upgrade 28 regional airports in smaller towns and privatization and expansion of Delhi and Mumbai airport will improve the business prospects of hotel industry in India.Subsatntial investment in tourism infrastructure is essential for Indian hotel industry to achieve its potential. The Government of India¶s incredible India destination campaign and the Athidi Devo Bhava campaign have also helped the growth of domestic and international tourism a nd consequently the hotel industry. In recent years the government has taken several steps to boost travel and tourism,which have benefitted the hotel industry in the country. These include the abolishment of the inland air travel tax by 15%,reduction in excise duty on aviation turbine fuel to 8% and removal of a number of restrictions in excise on outbound chartered flights including those relating to frequency and size of aircraft.The governmnet¶s decision to treat convention centres as part of core infrastructure has a lso fuelled the demand for hotel r ooms.
2.4 SWOT ANALYSIS OF HOTEL INDUSTRY
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STRENGTHS 1.Natural and cultural diversity: India has a rich cultural heritage .The ³unity in diversity ³ tag attracts most tourist. The coastlines ,sunny beaches, backwaters of Kerala ,s now capped Himalayas and the quiescent lakes are incredible. 2.Demand ±supply gap:Indian hotel industry is facing a mismatch between demand and supply of rooms leading to higher room rates and occupancy levels .With the previlage of hosted commonwealth games 2010 there was more demand of rooms in five star hotels.This has led to rapid expansion of the sector. 3.Government support:The government had realized the imporatnace of tourism and has proposed a budget of Rs.540 crore for the development of the industry.The priority is being given to the development of the infrastructure and of new tourist destinations and circuits.The Deparment of tourism(DOT) has already started the´Increible India´ campaign for the promotion of tourism in India. 4.Increase in market share :India¶s share in international tourism and hospitality market is expected to increase over the long term .New budget and star hotels are being established.Moreover ,foreign hospitality players are heading towards Indian market
WEAKNESSES 1.Poor support infrastructure:Though the government is taking necessary steps ,many more things need to be done to improve the infrastructure.In 2003 the total expenditure made in this regard was US $ 150 billion in china compared to US$ 21 billion in india. 2.Slow implementation:The lack of adequate recognition for the tourism industry has been hampering its growth prospects.Whatever steps are being taken by the government are implemented at a slow pace 3.Susceptible to political events:The internal security sc enario and social unrest also ha mper the foreign tourist arrival rates.
OPPURTUNITIES 1Rising income:Owing to the rise in income levels ,Indians have more spare money to spend,which is expected to enhance leisure tourism. 2.Open sky benefits:With the ope sky policy the travel and tourism industry has seen an incrase in business.Increased airline activity has stimulated demand and has helped i mprove the infrastructure.It has benefitted both international and domestic travels.
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CHAPTER 3
ORGANISATION PROFILE
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3.1 ORGANISATION PROFILE Deep inside the dense,green woods,perched on the banks of the Periyar Lake are Lake Palace, Aranya Nivas and periyar House. This quaint structure in the colonial styl e is the only property in India set in the heart of a game reserve .Besides being the ideal holiday retreat,Lake Palace,Aranya Nivas and periyar House is also the perfect venue for a relaxed corporate meet or business conference . Lake Palace ,Aranya Nivas and periyar House comes under the section of jungle resorts. Lake Palace the-deluxe wildlife heritage hotel, is majestically poised on a peninsula in the Periyar Lake,in the midst of the periyar tiger reserve.The Lake Palace combines the regal ambience of an erstwhile summer palace with the mystery and adventure of the jungle to give the perfect hideway offering unlimited peace and tranquility interrupted only in the wilds or the excitement of the spotting wildlife from the window .The six imperial rooms with black wooden furniture and spacious verandas forming an base for wildlife viewing. Aranya Nivas,the wildlife resort located in the Periyar tiger reserve the quaint granite structure built in the colonial style have 30 elegant rooms including a suite and 10 deluxe rooms with panoramic view of the thick green forest.Periyar house-One star wild life ec onomy class resort located on the banks of the Periyar Lake,have fortyfour rooms. Lake Palace, Aranya Nivas and periyar House offers luxurious comforts in the heart of the jungle.They provide facilities like satellite T.V,Telephone,Restaurant,Bar,Laundry,Doctor oncall,Currency Exchange, Travelassistance, Carhire,indoorgames,Handicraft,Swimming pool,Boat cruise on the Periyar Lake.
3.2 LEGENDARY TALE ABOUT THEKKADY HOTELS Legend says that Maharaja Shri.Chithirathirunal while enj oying a boat ride in the Periyar Lake heard a gunshot in the forest and soon found out that a Ranger¶s son had shot dead an elephant.An ardent wildlife lover,he decided to build a summer palace in Edapalayam which is almost in the middle of the sanctuary.This later termed as Lake Palace .It is also said that while the Royals used to stay at Lake Palace,the officers stayed at Aranya Nivas,and soldiers stayed at Periyar House. Accessibility Thiruvananthapuram International Airport(7 hrs) Kochi Airport(6 hrs)(by road ). Madurai(3:30 hrs) Nearest rail and bus terminals at Kottayam(3:30)(by road).
3.3 OPERATIONS OF HOTEL Career options
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A hotel consists main departments such as Operations,Front office,House keeping ,Food and Beverages,Accounting,Engineering/Maintenance Sales and Security.Each department has a number of positions that one can opt for. General Operations
General manager who is the main in charge ,is the coordinator and administrator,responsible for staff management ,financial control,provinsion of services ,quality control and customer care.Depending on the size of t he hotel,general manegers could have assistant managers to supplement their work Front Office
It is the centre of all activities .Important functions of receiving the guests,making room reservations,handling correspondence and preparing bills and keeping accounts of the guest services are handled at the front office.The department is headed by Front office manager or Executive House-keeper who supervises and co-cordinates the work.Then there are Assistant Manager,Lobby executive,front office supervisor,information assistant,receptionist,bell captain ,bell boy,doorman etc.to perform their assigned roles. House Keeping
The work of keeping the hotel,the rooms, the bar,the restaurants etc.clean and making it presentable to the guest and ensuring facilities and comfort to them is handled by this department.Those handling this department ar e chief executive house keeper,floor supervisor,room attendants,linen supervisors,Maids etc. Food and Beverages Department
This department is the hub of the hotel industry and is responsible for all the food that is prepared and served in the hotel.The main functions performed by the department are presentation ,preparation and service of food and beverages involving kitchen,bar and baker.Overall in charge of kitchen is known as Chef de Cuisine ,the charge of section is called Chef de Partis and one who supervises and coordinates the work of Chef de partis is known as Sous-Chef.One who cooks food is known as Cook,the person in overall charge of dining hall is known as Maitre de hotel.Captain in charge of part of dining hall is known as Chef de Range,one who serves food is Demichef de range or Steward.Then there is the restaurant hostess who makes the guests comfortable and deal with any complaints by the guests.Those serving drinks are bartenders. Accounting Department
This department deals with both cash and credit transactions,i.e all the financial transactions like purchase of materials ,offering of services to the guests etc.This department also compiles information required for budgeting,pricing of food and services and so on.Professionals like cash,cost and works accountants are given higher positions in the department.Chief cashier,cash clerk/bill clerk are the positions handled in this department.
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Sales and marketing
This department keeps in touch with travel agents and tour operators as well as other potential corporate clients in order to sell hotel facilities.Advertising and public relations is also normally handled by this department. Engineering / Maintenance Department
Qualified engineers are appointed for the maintenance of the building and various machines involved in the premises.They are assisted by necessar y staff in the electrical a nd mechanical departments.Mechanical Engineers,Electrical Engineers,Plumbers,Carpenders etc are employed by this department. Then there is the Security Department which provides security to guest and their belongings and employs security Officers/guards for this purpose.Retires Army personnel are preferred by this department.
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CHAPTER 4
PRODUCT PROFILE
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4. PRODUCT PROFILE KTDC HOTELS AT THEKKADY 4.1 MULTICUISINE RESTAURENT:
An international journey of cuisine awaits visitors to the r estaurents of KTDC hotels in Thekkady.the restaurant features a buffet every da y in addition to its eclectic a ±lacatre sele ction.The buffet theme varies from day to day , with live cooking in the display kitchens adding to the dining experience.Having food inside the jungle listening to sounds of birds and wild animals will definitely a wonderful experience to all. SHEETHALA BEER PARLOUR: Sheethala beer parlour serves the finest selection of wines and beers as well as an array of delectable snacks.
4.2 ROOMS
The 30 spacious roos and suit,most with breathtaking views over the manicured gardens and the jungle are outfitted to meet guest¶s modern needs.The guest rooms have a contemporary design and are equipped with , -Direct dial telephone with two lines -Interactive Television -Individually controlled air conditioning -Tea and coffee maker. ARANYA NIVAS ROOMS
1 st March to 30th Sept
Type of room
Single
Double
Deluxe
2500
Premium
A/C
3000
4500
Single
1st Oct to 14th Dec & 16th Jan to 31ST May Double Single
4900
15th Dec to 15th Jan
Double
3500
4000
5000
6000
4000
4500
5500
6000
7000
4500
6500
6500
8000
8000
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LAKE PALACE ROOMS
15th june to 31st july 1st oct to 30th nov &
Type of room
st
1st dec to 28 th feb
th
1 march to 14 june
Deluxe Room no:44
10000 15000
10000 15000
16000 20000
16000 20000
20000 25000
20000 25000
PERIYAR HOUSE ROOMS Type of rooms Periyar
Single Tax
Rent
suite-1 E/B
superior-2 E/B 2125
Deluxe -31
Avenue-10
1875
1275
311
273
183
Double Rent
Tax
4050
590
1035
147
3250
470
875
123
2850
410
795
111
1850
260
595
81
4.3 AYURVEDIC CENTRE Ayurvedic centre at KTDC hotels is given for lease.Its consists of two massage rooms.Ayurvedic massages package aims at restoring the well being of the individual through a course of prescribed massages.In order to gain full benefit from this therapy special ayurvedic meals are recommended.As ayurvedic system of treatment is strictly personalized the exact treatment and medicines are fixed after detailed consultation with the doctor.
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DIFFERENT TRADITIONAL MASSAGES ABHYANGAM This massage enhances proper blood circulation of the body relaxes the mind.Experts massage Luke warm herbal oil on the head and the body in the traditional Kerala style. ELAKKIZHI One of the most relaxing and refreshing massages that you can enjoy.In this treatment fresh herbs are cooked in Ayurvedic oil and packed into bags which ar e applied all overthe body by experts.This treatment is very good for lubricating the joints and relieving backaches. NAVARAKKIZHI The massage in which the whole body or a specific part is made to perspire by is a Navara.Cooked in herbal decoctions and milk it is packed in muslin bags.This massage makes the skin soft,enhances complexion,strengthen body muscles, and cures the stiffness of joints,Improves blood circulation and digestive power. It is also prescribed for all kinds of diseases of nervous system and rheumatism. DHARA An ancient process developed in Kerala in which a steady stream of medicated oil is poured on the head especially on the forehead in a particular pattern. It is mainly done for mental relaxation. This process is very effective for sleep ,disturbance, Insomnia, mental problems and skin diseases. UDVARTHANAM Massage with special herbal powders. This is especially done for depleting the fat and strengthening the muscles. It is very effective for obesity.
PIZHICHIL This is a process in which the body is made perspire by continuously pouring lukewarm herbal oils followed by gentle massage. This treatment is given for general weakness, arthritis, paralysis etc. Pizhichil is carried out on healthy persons as a rejuvenator process. THALA POTHICHIL A special paste made out of Amla and special roots is applied on the head after giving a gentle head massage.It is very effective for cooling , calming and soothing the mind.
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CHAPTER 5
ORGANISATION CHART AND STRUCTURE
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Manager Manager
Assistant manager
Maintanence Maintenance engineer
Accounts Accounts officer
Head chef
Head Head receptionist
Housekee per
Room maid
Head waiter
Receptionist
Accounts
Beer parlour operatives(4)
Waited
trainees
Trainee(2) Cleaners
Admin
Day and eve orters 4
Trainee(2) Second chef
Plum ber
Electr ician
A/C
second
Room service
waiter(1
waiters(3
Station waiters(4)
mainta inence Waited
Traine(2)
Trainee(2)
Trainee
Platewash
Kitchen
chef(2)
still
Cleaners(2)
room(3)
trainees
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EXECUTIVE PROFILE
Chairman Managing director Secretary and financial controller Commercial manager Chief corporation engineer Chief accounts offiecr Accounts officer Personnel officer Marketing manager Project engineer Assistant engineer(electrical) Deputy manager(mechanical) Manager training System analyst Audit section Manager central reservation
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CHAPTER-6
FUCTIONAL AREAS
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FRONT OFFICE
Front office is said to be the first and foremost department of a hospitality industry .It is the department for first and last point of contact for the guest .It plays a crucial role in the whole organization. Front office helps in giving a first impression to the guest arriving at t he hotel .It is the function of Front office to welcome the guest inside the hotel, greet them , guide them and fulfill their requirements. It is duty of front office department to create a positive environment for the guest as and when they arrive and establish a good friendly relationship immediately. Front office department is in charge of lobby and reception .They keep an eye on who is entering into the hotel .They keep a full look at the lobby .They maintain the lobby and reception .The main function of Front office department is to ensure the rooms are assigned to the guests arriving .They assign the rooms for guest . It is the duty of Fr ont office associates to carry the luggage of the guest , guide them to their respective rooms which are assigned to them . Front office serves as a department for marketing the hotel .The associates of Front office department enter into an informal relationship with guest .They familiarize the whole place to the guest . They make the guest comfortable to the hotel . There is also a counter in the lobby for payments. It is a place where currency can be exchanged. It also serves the purpose of answering queries .All enquiries made outside parties through telephone are first handled by the reception which comes under front office . Front office associates ha ve to follow some rules and regulations .They have to be groomed well .They have to trained t o provide service and should posses good communication skills .They should be very attentive and understand the requirement of their guest . They have to be very pleasing and should give a personalized touch in whatever they do . They should know their guest very well and act according to their emotions.
FUNCTION S OF FRONT OFFICE DEPARTMENT
-Welcoming the guest -Greeting the guest -Assigning rooms -Fulfilling the needs of the guest -Providing a good ambience with a professional touch -Deciding the mode of payment
