Introduction
With a tremendous potential for growth and development in the tourism sector the growth of the hotel industry is but evident. Hotel industry has for long catered to vacation travellers. With the rise in corporate activity the hotel industry is now focusing on business travellers also.
Manpower requirements for hotels is on the rise. Star hotels require specialized trained staff 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. In recent times with sophisticated technology gaining prominence automation plays a major role in the service sector but the compulsions of personalised attention in this service industry will create demand for trained manpower.
Human resource required by the hotel industry by 2001 is predicted to match the extension of room space, likely to be almost an additional 1,25,000 rooms. Each room in a five star hotel needs 3 persons in jobs with direct responsibilities while many more persons indirectly assist the core group. The core professionals needed should be nearly 200,000 by the turn of the century.
Nature of Work
Most large hotels have an organizational hierarchy in its various departments and the functionaries are allocated responsibilities according to levels of professional development.
Management jobs
Hotels have a general manager whose job is to set room rates, allocate funds to departments, approve expenditures, and establish 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.
Departmental operations
Star hotels have the following departments:-
Front office department
The first people to welcome guests in a hotel are the personnel in the front office.
- Front Office Managers coordinate reservations, room assignments, train and direct the hotel's front desk staff that deals with the public
- Lobby & Reservation Manager
- Receptionists, information clerk, reservation clerk
- Bell captain, bell boy and doorman
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 and paintings.
- Executive Housekeeper is at the head of the housekeeping department and is responsible for ensuring that guest rooms, meeting and banquet rooms and public areas are clean, orderly and well maintained.
- Floor supervisors oversee the work of room maids and linen maids and train them according to the requirements of the hotel.
- Housekeepers & Linen supervisors inspect rooms and order cleaning supplies. They work with a team of housekeepers, maids, cleaners, seamistresses.
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.
- Food and Beverage Manager plans, organizes and controls the work of the catering department.
- Banquet Manager oversees efficient and profitable operation of restaurants and institutional food service facilities.
- Executive Chef is in charge of the operation of the kitchen. Executive Chefs head specialized kitchens under whose direction the chef de parties work on exquisite preparations and meals.
- Restaurant and Food Service Managers meet with sales representatives of restaurant suppliers to place orders, replenish stocks and maintain records of hours and wages of employees, payrolls, and taxes, etc.
- Steward is at the head of the restaurant arrangements. Under the Maitre d' Hotel are the trained hotel personnel who serve and attend to the guests in the hotel with drinks and food.
- Bartenders fill the drink orders given to them by waiters. Hosts and hostesses welcome guests, escort guests to their table.
- 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.
Sales & Marketing Division - This department works 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.
Forecasting department - From projecting growth in terms of business to arranging financial investments is the task of this department. Generally experienced finance people head this department of financial analysts and market researchers.
Work Conditions
- Pleasant, clean and comfortable
- Kitchen has modern amenities, good ventilation and comfortable work space
- Automated electronic office systems
- Shift duties
- Physically strenuous duties
- Consistent personal appeal has to be maintained
- Precise personal conduct
- Constant appraisals
- Outgoing and pleasant personality
- Flair for creativity
- Capacity for hard work
- Liking for people
- Flair and flamboyance
- A sense of discipline
- Commitment and dedication
- Tough disposition
- Team spirit
Many students look at a course in Hotel Management as a means of entry to the five star work environment only. There are alternative options they have after training. Here are some options :
There are several points of entry into hotel operations' departments and hence there are several training options.
At the craft levels - The craft level jobs are the jobs done e.g. by room attendants, chambermaids, cooking assistants/ cooks, receptionists, bellboys, etc. A tenth class school qualification is adequate for the jobs. Some jobs e.g. bakery, reception etc. may need a short duration vocational training.
Apprenticeship - All hotels take on apprentices. The number of vacancies depends upon the size of hotel rooms and the number of people employed. The apprentices are paid a mandatory stipend during the training period which may vary from six months to two years depending on what you are training for. The Hotel holds regular classes and the apprenticeship Board conducts periodic tests. Senior Secondary School Leaving Certificate (Class XII) is required for apprenticeship training.
Diploma/degree in hotel management - There is an option to study for a diploma or a degree in hotel management after completing class XII (any subject stream). The courses are conducted by several types of institutions - government/privately managed institutions, institutions operated by hotel chains, hotel schools conducting training programmes in collaboration with foreign hotel institutions etc.
Selection to most of the courses is conducted through an entrance examination which includes a written test, interview and group discussion. The written test is designed to measure general mental ability, analytical reasoning, numerical aptitude and English language ability. Selected candidates have to go through an interview in which the aim is to identify candidates with desirable qualities required for work in hotels.
Graduate entry - Graduates from any stream or from hotel management institutes are recruited for training for prospective management positions in the industry by some reputed Hotel chains. There are rigorous selection tests for management trainees which include aptitude tests, group discussions, and public speaking. The interview often goes into several rounds.
Direct entry for trades - Hotels advertise in national dailies to recruit candidates into trade such as reception, specialized cooking, laundry, health club/beauty parlour, language specialists for guest relations etc. Selected candidates go through a short training, the duration depends on the trade in which recruitment is made.
Post diploma courses in hotel management - Students passing out of hotel management courses can also pursue specialised training offered by the Institutes of Hotel Management, Catering Technology and Applied Nutrition at Mumbai and New Delhi. The courses are of 6 months/1 year duration. The areas of specialisation are food production management/Dietetics & Nutrition/Teaching of Hotel Management/Housekeeping/Travel & Tourism/Front Office & Tourism Management/Specialised Hotel Management.
Courses/Institutions
3 year diploma course (Government run)
National Council for Hotel Management and Catering Technology, Library Avenue, Pusa Complex, New Delhi 110 012 conducts a joint entrance test for 22 hotel management institution for the 3 year diploma course.
Eligibility - Students passing class XII with 50% (SC/ST-45%) in any stream or in the vocational stream with Hotel Management are eligible to apply. Age limit is 22 years. Reservation SC 15%, ST 7.5%.
Month for applying - January
Test - April
Addresses of participating institutions
• Institute of Hotel Management, Catering Technology & Applied Nutrition ,Old Exhibition Ground, Taratola Road, Calcutta 700 088
• Institute of Hotel Management, Catering Technology & Applied Nutrition, Nehru Park, Boulevard Road, Srinagar-190001
• Institute of Hotel Management, Catering & Nutrition, Library Avenue, Pusa New Delhi 110012
• Institute of Hotel Management, Catering Technology & Applied Nutrition 18-B, Ashok Marg, Lucknow 226001
• Institute of Hotel Management, Catering Technology & Applied Nutrition Ambawadi, Ahmedabad 380 015
• Foodcraft Institute Model Industrial Training Institute Campus, Govindpura Bhopal 462023
• Institute of Hotel Management, Catering Technology & Applied Nutrition PO Betim Bardez, Goa 403 112
• Institute of Hotel Management, Catering Technology & Applied Nutrition Veer Sawarkar Marg, Dadar, Mumbai 400028
• Institute of Hotel Management, Catering Technology & Applied Nutrition CIT Campus, Tharamani PO, Chennai 600113
• Institute of Hotel Management, Catering Technology & Applied Nutrition SJ Polytechnic Campus, Seshadri Road, Bangalore 560001
• Institute of Hotel Management, Catering Technology & Applied Nutrition ATI Campus, Vidhyanagar, Hyderabad 50007
• Institute of Hotel Management, Catering Technology & Applied Nutrition Bhubaneshwar, Orissa
• Institute of Hotel Management, Catering Technology & Applied Nutrition Chandigarh
• Institute of Hotel Management, Catering Technology & Applied Nutrition Gurdaspur
• Institute of Hotel Management, Catering Technology & Applied Nutrition Gwalior
• Institute of Hotel Management, Catering Technology & Applied Nutrition Thiruvananthapuram
• Institute of Hotel Management, Catering Technology & Applied Nutrition Jaipur, Rajasthan
• Institute of Hotel Management, Catering Technology and Applied Nutrition, Kufri, Shimla 171012
• Institute of Hotel Management, Catering Technology & Applied Nutrition, 31, Industrial Estate, Patna 800015
• Institute of Hotel Management, Catering Technology & Applied Nutrition, RG Barua Guest House, Ulubari, Guwahati 781028 Government Institutes of Hotel Management & Catering at Dehradun and Almora and Institute of Hotel Management Catering Technology & Applied Nutrition, IHM&C House, H-239, Shastri Nagar, Meerut - 250 005
conduct a common entrance test for selecting candidates for a 3 year diploma course
Private institutions conducting 3 year diploma in hotel management
Indian Institutes of Hotel Management (IIHM), Maulana Azad Educational Campus, Rauza Bagh, Aurangabad 431 001
Affiliation and Scholarship - The 3 year course leads to a BA in Hotel Management jointly awarded by IIHHM and the Taj Group of Hotels. Scholarships are awarded to outstanding students. Institute's collaboration with several foreign institutions may enable students completing their diploma at IIHM to enroll in the final year of the degree programme at some of these International Institutions. The student at IIHM on successful completion of the course is eligible for diploma from the American Hotel & Motel Association(AH&MA) also. The institute also conducts a 2 years diploma in Culinary Arts and Kitchen Administration (Chef Training).
Indian Institute of Hotel Management, 11, IAS Colony, Kidwaipuri, Patna 1
RM Institute of Hotel Management MP-13 Sainik Farms (South), New Delhi 110 062
Institute of Advanced Management Hotel Management College, AE-486, Salt Lake City, Calcutta 700 064
(Approved training Centre of Educational Institute of American Hotel & Motel Association, USA.)Affiliate of Confederation of Tourism, Hotel & Catering Management, UK, Member of International Hotel Association, France
Indian Institute of Sciences and Management , Institutional area, Pundag, Ranchi 834004
Merit Swiss Asian School of Hotel Management, 22, Havelock Road, Ooty 643001, Nilgiris India
Course is recognised in Australia and USA for higher education.
International Institute of Hotel Management, EC 37, Salt Lake, Calcutta 700064
Army Institute of Hotel Management and Catering Technology, A.Sc. Centre Bangalore 560007
Degree courses after +2
The Welcome Group Graduate School of Hotel Administration - Valley View, Manipal 576119, Karnataka
Kadandala Krishna Rao Memorial College of Hotel Management, Woodlands Hotel Complex, 5, Raja Rammahan Roy Road, Bangalore -560025
Saptagiri College of Hotel Management, Kavoor, Mangalore - 575015
RN Shetty College of Hotel Management & Catering Technology (affiliated to Karnataka University) Kaviraj Nagar, Bilappanavai Nagar, Hubli 580029
Entry for graduates
Graduates from any discipline or diploma holders of hotel management can take courses conducted by leading Hotel chains, to train as prospective managers and enter the industry at levels 3 and 4.
Taj Group of Hotels - This group conducts a Graduate Management Training Programme spread over 2 years at New Address for contact - Training Manager, The Taj Mahal Hotel, 1 Mansingh Road, New Delhi 110011.
Oberoi Centre of Learning and Development Sham Nath Marg, Delhi 110054 Course - The school offer the following courses :
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