THE HOTEL INDUSTRY
Hotel Industry has tremendous potential for growth and development in the tourism sector. The growth of the Hotel industry is linked closely to this sector. Across the world, hotels and motels are a welcome haven for weary travelers. For vacationing families and persons whose jobs take them out of town, a comfortable room, good food, and a helpful hotel staff can make being away from home an enjoyable experience.
They may be guests overnight at a highway hotel, spend several days at a towering five star hotel, or relax a week at a large resort complex with tennis courts, a golf course, and a variety of other recreational facilities. Rise in corporate activity has increased the importance of the business traveler and the hotel industry is now perched upon focusing on business with this segment.
Hotel industry is one of the major employments generating industry. The exotic Dubai is built on the Tourism; Dubai has become tourist center of the rich across the world. It has major events happening there and so are business travelers and luxury and shopping. The Dubai, the success of Dubai is built on its Hotel industry. The surrounding emirates are also trying to copycat the success story and it has given a big status to Hotel, Travel and Tourism sector.
There are 386 hotels boasting 53,999 rooms at present, according to DTCM, in addition to 190 hotel apartments comprising 21,400 flats.
The hotels sector also experienced a 19 per cent increase in revenues during January-September 2011, which stood at Dh10.9 billion, according to DTCM. "We strongly believe that the RevPAR will continue the same trend in Dubai in 2012 despite new properties coming online, which might put pressure on the growth rate," Abdul Rahman said.
According to the TRI Hospitality database, 12 new properties (3/4/5 star hotels) with roughly 3,600 keys opened last year. And the consulting firm estimates "18 new properties" scheduled to open in 2012 with around 6,600 keys. "Dubai has many new hotels which will open in 2012/2013 and this will affect area wide occupancy," TRI's Goddard said.
With Dubai emerging as the world’s 18th destination in terms of the volume of international visitor spend estimated to be $7.8 billion in 2011, the UAE once again recorded the largest number of new hotel rooms under way in the Middle East and Africa region, data from STR Global shows.
The UAE continued to post the largest number of rooms in the total active pipeline with 40,176, followed by Saudi Arabia with 5,531 rooms.
Dubai, which has the most buoyant hospitality sector in the Middle East, is home to more than 370 hotels in the five- to one-star categories providing over 52,000 rooms, and nearly 200 hotel apartments in deluxe and standard categories, offering more than 22,000 units.
According to the Dubai Department of Tourism and Commerce Marketing, the emirate’s hotels played host to 6.64 million guests in the first three quarters of 2011, up by 11 per cent compared with the same 2010 period. The guest nights rose by 26 per cent to reach 23.68 million, while the average length of stay increased by 14 per cent during the same period. During the nine-month period, revenues of hotels and apartments increased by 19 per cent to cross the Dh10.96 billion, with the share the revenues of hotels increasing by 20 per cent and that of hotel apartments by 13 per cent.
This year, Dubai, the world’s ninth global tourist destination, outshines cities such as New York, Amsterdam, Kuala Lumpur and Shanghai in terms of the sheer number of inbound tourists expected to arrive this year. The emirate is expected to draw 7.9 million international visitors this year, representing a growth rate of 17.3 per cent when compared to 2010.
Qatar is having marked success in broadening the scope of its tourism industry, attracting an increasing number of business visitors along with a rising tide of tourists coming to enjoy the country’s long list of scheduled events.
Tourism’s contribution to the economy is set to expand rapidly in the coming decade, with the sector set to double over the next 10 years, according to a recent report by the World Travel & Tourism Council (WTTC). In its Travel and Tourism Economic Impact 2012 study, released in March, the WTTC said the contribution of the industry to the economy would rise from $1.15bn in 2011, representing 0.6% of GDP, to $2.25bn in constant 2011 prices by 2022.
While the contribution to GDP is forecast to rise by an average of 5.7% per year between now and 2022, 2012 will be a true leap year in terms of Qatari tourism, with the sector expected to post a 13% increase – one of the highest rates of growth in the world and more than four times the regional average.
While at least some of this increase can be attributed to one-off events, including the Asian Football Cup, which Qatar hosted in early 2011, the nation is rolling out a long line of sporting, cultural and business events that should keep the airport turnstiles clicking over.
To keep pace with the influx of new arrivals, there has been a sharp rise in the number of hotels, particularly those in the four- and five-star bracket. In 2011, eight hotels opened their doors, taking total room numbers to 11,300, more than 18% up on 2010.
This flow of new accommodation is set to continue in the lead up to the World Cup, with an additional 3500 rooms due to be added this year, according to the Qatar Tourism Authority (QTA), the state agency charged with promoting and developing the industry.
Qatar has set a target of attracting 1.8m or more foreign visitors by 2014, a figure that is almost twice the number that passed through Customs control in 2009. Around 75% of Qatar’s inbound visitors travel to the country on business, according to QTA data. This figure should be sustained over the coming years, even with the increase in general tourism, as Qatar has stepped up efforts to accommodate business travelers, with the meetings, incentives, conventions and exhibitions (MICE) segment recognized as key to continued growth.
Saudi Arabia is ever green market. Even in the time of financial crisis it has performed very well. Saudi has more than 10.1 million visitors in 2011. Saudi is developing new projects and increasing the facilities at both Holy sites so 50 million people can accommodated in one year. This will increase this sector to five fold over another 10 years.
Egypt also has very vibrant tourism sector and has 14.5 million visitors last year. With its Pyramids and sand it is doing very good. Oman and Bahrain are not far behind.
Manpower requirements for hotels are on the rise. Star hotels require specialized training for their various departments: food and beverage, housekeeping, accounting, marketing, recreation and other services, computer applications, financial management, engineering, maintenance, security, fire fighting and public relations.
These jobs have become increasingly challenging. While automation will play a major role in the service sector, the compulsions of personalized attention in this service industry will continue.
Each room in a five star hotel needs 3 persons in jobs with direct responsibilities while many more persons indirectly assist the core group.
NATURE OF WORK
Variety in Work Environment
Generally the largest work force of hotel executives and other staff are found in five star hotels. The smaller star hotels employ staff according to the guest capacity. There are hotels in cosmopolitan towns which have a larger inflow and hence need a well trained, efficient staff to cope up with the guests booked with them. In smaller towns work may be comparatively less. Hotels catering to business traveler and located at crucial places in the city are staffed for precise and efficient functioning.
Tourism has been promoted earnestly in the last decade which has provided a boom to the hotel industry. Most tourism spots such as hills, beaches, game sanctuaries, famous religious shrines have hotels to cater to the needs of the tourists. At international airports we find hotels which cater to transit passengers and foreign tourists. These airport hotels have an ambience of grandeur which is designed to present the stately grace of this country. Foreign tourists in fact are lured by the exquisite hospitality at the famous palace hotels. Taking the tourist to an era of royalty resplendent with all its fineries, these hotels have attracted foreigners from all parts of the world.
Heritage hotels are at important pilgrim locations, temple.
Here are some options: towns, wildlife sanctuaries and heritage locations. Restaurant Management are being developed with the specific aim of provide club Management maintaining the best hospitality to the tourist.
Growth plans of the tourism industry include setting up of integrated sports resorts. These complexes will Hospital Administration and Catering be equipped to provide the best sports facilities and institutional and Industrial Catering will have hotels to cater to the sportsperson's needs. Airline Catering and Cabin Services Trainers, coaches, players from all over the world will then meet and share experiences at these sports
JOBS IN A HOTEL
Business centers and hotels have also recently gained to levels of professional development. Popularity among business firms, the finance sector or any organized sectors which must meet in confer- Management Jobs conferences, meetings and seminars. Catering for such in all hotels, hotel managers and assistant managers groups is a challenge to any hotelier. Conferences are work to ensure that guests' visits are pleasant. Hotel held in such centers where the necessary atmosphere managers are responsible for the efficient and profit and facilities are almost in small. The training in hotel management may employ hundreds of workers, and the management offers to the hotel executive opportunities in these entire managers maybe aided by a number of assistant managers’ hotels. However, the list of opportunities is even assigned among departments responsible for very larger.
Many students look at a course in Hotel Management hotel or executives of the hotel chain, the general management as a means of entry to the five star work manager sets room rates, allocates funds to departments, approves expenditures, and establishes norms of service to guests, the standard of housekeeping, food quality, decoration and banquet operations.
Assistant managers ensure that the day-to-day operations of their departments meet the general manager's standards.
Resident managers live in hotels and are on call 24 hours a day to resolve problems or emergencies, although they normally work for scheduled hour in a day, but, as the senior most assistant managers, they oversee the day-to-day operations of the hotel.
Under the supervision and guidance of the top management work the various department heads. What are the various departments and what is the role each department plays is of interest to students who wish to enter this industry?
Jobs in Various Departments in the Hotel
The catering department has at the management level the Food and Beverage Manager and the Banquet Manager. The Food and Beverage Manager plans organize and controls the work of the catering department.
For efficient and profitable operation of restaurants and institutional food service facilities, managers and assistant managers select and appropriately price interesting menu items, ensure efficient use of food and other supplies, achieve consistent quality in food preparation and service, recruit and train appropriate number of workers, supervise their work, and attend to the various administrative aspects of the business.
In most restaurants and institutional catering services, the manager is assisted by one or more assistant managers, depending on the size and business hours of the establishment. In large establishments, as well as in many others that offer fine dining, the management team consists of a general manager, one or more assistant managers, and an executive chef. The Executive Chef is in charge of the operation of the kitchen, while the assistant managers supervise service in the dining room and other areas of the operation.
Restaurant and Food Service Managers meet with sales representatives of restaurant suppliers to place orders to replenish stocks of tableware, linens, paper, cleaning supplies, cooking utensils, and furniture and fixtures. They also arrange for equipment maintenance and repairs. They also have to maintain records of hours and wages of employees, payrolls, and taxes, etc.
Since evenings and weekends are popular dining periods, night and weekend work is demanding.
However, many managers of institutional catering service work more conventional hours because factory and office canteens are often open only on weekdays for breakfast and lunch.
Banquet Managers often work under pressure of simultaneously coordinating a wide range of activities.
When problems occur, it is the responsibility of the manager to resolve them with least disruption to customers. The job can be hectic during peak dining hours, and dealing with irate customers or uncooperative employees can be particularly stressful.
The Catering department includes the culinary department, the steward department and the food service department.'
Culinary department is at the very heart of this industry. Cuisines of different countries and types are prepared and served in the restaurants housed in the Hotel. The hotel employs Executive Chefs to head each of these specialized kitchens under whose direction chefs supervise the chef de parties for turning out exquisite preparations and meals.
The Steward is at the head of the restaurant arrangements.
He sees that everything is in order for the food service department. The servicing of food is a skill which requires expert training. Under the Maitre d' Hotel are the trained hotel personnel who serve and attend to the guests in the hotel with drinks and food.
Food and beverage service workers deal with customers in all kinds of dining establishments from small informal diners to large restaurants. Waiters and waitresses take customers orders and serve food and beverages. How this is done depend on types of establishment. Coffee shops require fast, efficient services, whereas in finer restaurants the service is more formal and personnel. Counter attendants take orders and serve food at counters. Fast food workers take orders and accept payment from customers standing at counters of fast food restaurants. They may cook and package foods. The job is very hectic during parties and conventions.
Front office department - The first people to welcome guests in a hotel are the personnel in the front office.
Front Office Managers coordinate reservations and room assignments and train and direct the hotel’s front desk staff that deals with the public. They ensure that guests are handled courteously and efficiently, complaints and problems are resolved, and requests for special services are carried out.
The Front Office Manager oversees the work of receptionists, information clerk, reservation clerk and other services personnel like bell captain, bell boy and doorman. At the reception the guest 'checks in' and is assisted to go with his baggage to the room with bellboys in attendance. The bell captain supervises the work of bell boys. The information clerk keeps the telephonic messages for the guests and passes them through the bell captain to the guest on their arrival at the hotel.
Housekeeping department - A hotel is like a big 'home'. It requires the same kind of upkeep and maintenance as a home but on a very large scale. Hotels hence have a house keeping department to look after cleanliness in rooms, lounges, lobby, restaurant, dining halls and parks etc. the interiors too are maintained and decorated with flowers, potted plants, paintings, etc.
The department has at its head the Executive Housekeeper.
Executive Housekeepers are responsible for ensuring that guest rooms, meeting and banquet rooms and public areas are clean, orderly and well maintained.
They train, schedule and supervise the work of housekeepers, inspect rooms and order cleaning supplies.
They work with a team of housekeepers, maids, cleaners, and sea mistresses. Aesthetic upkeep and maintenance of equipment is often a round the clock. Shift duties are assigned to most of this staff.
There are floor supervisors in charge of rooms on a floor. They supervise the work of room maids and linen maids and train them according to the requirements of the hotel. Every day the room maids/boys make the beds and clean the rooms. They change the bed linen and arrange toilet towels. Chamber boys and maids clean the toilets. Linen maids collect bed sheet, towels, tablecloths and napkins and send them for laundry. They keep the stock in order. Log books have to maintain by the housekeeper.
As any industry, the hotel industry deals with personnel, materials, sales, equipment, maintenance etc. There is constant turnover of money. This work of managing of money matters is done by the accounting department. The Chief Accountant, a chartered accountant, has a team of accountants, auditors, cashiers and accounting clerks working in the department. The Chief Accountant works directly under the executive Assistant Manager. Other departments - Today marketing of services is a major task before most upcoming hotels. People are generally not aware of services they can avail of for business purposes, seminars, conventions, parties, celebrations or just while on a holiday. They nevertheless would like to compare services of different hotels and then select the most appropriate. The sales I and marketing division work to identify the needs of prospective customers and sell the services which have been developed.
Engineering department procures, installs and maintains all equipment used in hotels.
Personnel department is engaged in the process of recruiting and training fresh personnel as well as providing in service training. It looks into the personnel needs and requirements of its employees also refer to section on Personnel Management.
LEVELSAND WHAT THEY MEAN IN THE INDUSTRY
• Level: Trainee or apprentice stage for persons new to the industry or starting in a department in which they have no previous experience.
• Level II: People at this level are either skilled workers or tradesmen. They may be recent Hotel Management Graduates or have worked in similar positions for one to three years.
Level III: At the semiprofessional level are people with considerable experience. They may carry out supervisory functions as well as their respective job functions.
• Level IV: Department heads are usually responsible for a designated "department" or section of the overall operation. On the job and college experience are typical qualifications required.
• Level V: Work at the management level involves more planning, organizing and controlling of others' work than actually dealing with guests or handling food and beverages. Extensive training and experience is necessary.
• Level VI: This is the top management or executive level: the persons/positions here handle the overall management of the property and its human resources, with special concern for long-term planning of financial, marketing and staff development matters. A business or hotel school degree and extensive experience at the management level are basic qualifications.