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: Taking care of business tourism
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.
Accounting department
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.
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