Chapter No.

- 2

Literature
Review
2.1 Introduction to literature review
While there might be countless reasons for managing a literature review, following
are four major results of doing the review.
1) Evaluation of the contemporary state of research on a subject. This is presumably the
most apparent value of the literature review. Once a researcher has resolved an area to work
with for a project of research, a search of pertinent sources of information will help discover
what is previously known about the subject and how considerable the subject has previously
been researched.
2) Identification of the specialist on a specific subject. One of the supplementary benefits
acquired from doing the literature review is that it will speedily discloses which researchers
have written the most on a specific topic and are, therefore, probably the specialists on the
subject. Someone who has written twenty-five articles on a subject or on related subjects are
more than likely more well informed than someone who has written a single article. The same
writer will possibly become as a reference in majority of the other articles written on the
same subject. From the number of articles written by the writer and the number of times the
writer has been recognized by other writers, a researcher will be able to consider that the
particular writer is a specialist in the area and, thus, a major resource for discussion in the
present research to be undertaken.
3) Identification of major questions about a subject that require further research. In
many instance a researcher may find new angles which require further discovery by
evaluating what has previously been written on a subject. For example, research may
recommend that listening to music while reading might lead to better ideas retention, but the
research might not have evaluated whether a specific style of music is more advantageous
than another. A researcher who is concerned in pursuing this subject would then do well to
continuation previous studies with advanced study, based on foregoing research, which tries
to distinguish which styles of music are most advantageous to retention.
4) Discovery of methodologies used in previous studies of the same or similar subjects. It
is normally beneficial to review the kinds of studies which previous researchers have
introduced as a means of determining what perspectives might be of most benefit in
additionally developing a subject. By the same representation, a review of previously
managed studies might lend itself to researchers discovering a new angle for proposing
research.
2.2 Literature Review
Ketan Popat. (2013) The hotel industry has intense competition because it is a
mature industry. Hotel industries market share increases because of their competitor’s
expense. In the hospitality industry the hotels are the key employment generator. Hotels have
different work areas like housekeeping, human resource, finance, sales and marketing, front
office, information technology, food and beverage production, engineering, food and
beverage service, health and fitness. The hotels industry has different categories of
accommodation which are star category hotels, timeshare resorts, heritage category hotels,
guest houses, apartment hotels as well as breakfast and bed establishments. When we want to
know the profitability of the hotels we can use two types of ratios, first is profit margin ratio
and the second is rate of return ratios. Profit margin ratio explains the connection between
sales and profit. Helpful information about the movement of profitability is accessible from
profitability ratios. The Ratio of Gross Profit and Ratio of Net Profit as well as Ratio of
Return on Investment describe the great design of a profitability of the business of
hospitality. Because of these ratios the owners as well as investors gets a design or idea about
the overall productivity of the business and management gets an exact idea about the
effectiveness of managers.
Ashish Naiket. al. (2013) In India, tourism industry plays major role is because it can
earn the money from other countries and its helps in the development of the economy.
Tourism is not only a socio cultural activity for the traveler but also he gets the opportunities
to see various areas. Tourism creates positive as well as the negative impact
on the local people. Because of tourism the local people gets the opportunity of the revenue
generation and it also helps in the employment. Local people can start their own business and
they can serve their products and services to the travelers. Tourism helps in developing the
infrastructure and also in maintaining the old monuments of the place. But because of tourism
many people have changed their life style as well as culture. For an example many Indians
have adopted western life style. Eating and clothing hobbits are also getting changed of the
local people because of tourism. Instead of keertan, pooja and jagran, the western music is
being played in the temples. Prostitution and the dreaded disease like AIDS is also noted in
India because of foreign tourist. Crime as well as consumption of drugs, liquors is also
increased because of tourism. Conversion of the religion of the local people is also occurred
because of tourism.
Miriam Mbasera, et. al. (2014) The hospitality industry has huge impact on
economy, society as well as environment. The hotels are playing major role on the ecological
deterioration. Because of this many hotel owners have taken the initiative to save the earth
from deterioration and most of the hotels are built as on environment friendly way. The
definition of environmentally friendly is usually utilized as synonymously with the phrase
like environmentally sensitive, green as well as ecologically sounds. With the help of few
environment friendly strategies the waste which is produced in the hotels can be regulated.
The first is Minimizing production of the waste, second is maximizing the utilization of the
waste by the way recycling and third is effective waste disposal. Because of waste
minimization practices the hotel operator is not only benefiting the environment but also
saving the money involved in the wastage. Reuse is also another method of waste
management in which the utilization of the same product repeatedly in its original form.
Another method of waste management is recycling in which used as well as unused products
are recycled and used again. Composting, land filling, burning as well as Incineration are
some methods of waste disposal. With help of advance equipment this method can be used
for the waste disposable and because it these are less harm full to the environment.
Aditi Raut, et. al (2012) Wine tourism can be called as the tourism where the traveler
visits the vineyard for tasting, buying as well as knowing and learning about the wines. Wine
tourism describes a main feature of the wine as well as wine producing territories. The term
wine tourism can be defined as “Visitation to wineries, vineyards, wine festivals, as well as
wine where the traveler gets the chance to taste grape wine and experiencing the qualities of a
grape wine area”. With the help of wine tourism, the winemakers can develop the personal
relationship with their customers as well as it helps in the not only direct but also indirect sale
because of word of mouth” publicity. The wine tourism also helps in winemakers in reducing
the cost which is invested on the distributors. The winemakers also get the direct feedbacks
from their customers so they come to know about the demand of the customer and they can
modify or develop the wines. Government is also providing assistance to the wine makers so
they can produce a wine and export it to other countries. The travelers will enjoy the wine
tourism which gives them more value for money as well as in gaining huge knowledge about
wines and it will also develop the test of wines. The awareness about the wine tourism in
India is very important because people in India are usually wine illiterate and it also gives an
opportunity to the local farmers in generating the revenue
Sanjeev Kumar et. al. (2013) Front office is one of the core departments of the hotel.
Front office is also called as hotels show window, so it should be maintained in good orderly
and organized manner. Front office has the sections like reception, reservations, lobby,
cashier, bell desk and concierge. Front office also plays a major role in revenue generation.
Front office can also be called as face of the hotel and it also deal with other departments like
housekeeping, food and beverage service and production, Sales and Marketing and Accounts
and finance in their day to day function. Handling the guest complaints is the major task of
this front office department. Theoretical and practical importance of the front office in the
hotel functions is definitely above. The front office can create good impression on the guests
even before their arrival and also after the departure of the guest. The front office plays key
role in the creating the value of satisfaction of the guests. Front office provides the check in
as well as checks out services followed by reservation services, concierge facilities, ambience
of lobby. Politeness of the staff, effectiveness in check in as well as check out process,
helping the guests and going out of their way to delight them, treating the guests like their
own family are the sum of important factors which influence in the satisfaction of the guests.
Neha Gupta (2013) In the tourism industry in India, most of the people are simple
graduates or undergraduates who does not have even the basic knowledge about tourism.
Most of the people who work in tourism industry are offered very less salary than any other
service industry. Even the people who have degree in tourism are not getting any benefit of
their degree while working in the tourism industry and they are also paid in the same way
with people who are not having degree in tourism. Like other industries the human resource
department is not at all effective and standardized. Salary is less and the working hours are
more than twelve hours without any over time payment causes dissatisfaction in the people
who works in tourism industry. The people who are working in sales department are work in
very stressful atmosphere because the cost of the tour package is very expensive and it is very
difficult to sales in Indian market. Indian tourism industry needs to work on the improvement
in the satisfaction of employees if they want to develop their business. The proper salary
should be offered to the people who are working in the tourism industry so that can achieve
the satisfaction as well it will also help in the retention of the employees.
Han Shen Chen, et. al. (2011) Overall, the greater the star grading, the excess
resource the hotels utilizes and the higher are its environmental impacts and ecological foot
prints. The size of their related ecological footprints and the utilization of the categories that
have ecological foot print which is a model for the hotels which are developed are textile,
land, energy, food and waste. In the total ecological foot print, the contribution of the food
decreases and the star grading of the hotel increases. In contrast the contribution of the energy
consumption increases then the star grading of the hotel also increases. In the hotel functions
view point, the catering department is accountable for the larger proportion of the entire
ecological foot print of the hotels than the accommodation department. In the ecological foot
prints the proportion between these two departments varies highly based on the star grading
of the hotel. This is because the food as well as energy is the major consumption categories in
the catering as well as in the accommodation departments respectively. The star grading of
the hotels increases that
time the contribution of the catering department to their entire ecological foot prints
decreases and the contribution of the accommodation department increases.
Arunesh Parashar et. al. (2013) Tourism can be called as an activity which throws
to the tourists gets recreation as well as enjoyment in the free at their disposal. The tourists
can go to the tour in their own country as well as another country. The tourists must have a
zest to enjoy the activity that could give them pleasure. In the promotion of tourism media
plays major role and it provides the detailed information as well as it highlights the things
which hidden from the large people. The media like magazines, newspaper, radio, cinema
and television can promote the tourism destination in front of large people. Tourism which is
also concerned with a holiday travel, pleasure and arriving as well as going somewhere.
Tourism is the business which provides the information about accommodations,
transportations to the tourists. Tourism promotion is the major element of the marketing mix.
This promotion carried by the advertisement that is part of media. The advertising can be
called as an activity planned to spread the knowledge with a motive to developing the sales of
marketing services as well as goods. Advertising functions in tourism by two ways, first by
spreading the information amongst the tourists and second by knowing to influence of their
perception about the particular services or goods. Tourism industry can use print as well as
non-print media for the promotion.
Manika Batra (2014) Hotel fulfils the promises which are made to their guests then
the guests also become loyal to the hotel, it is called as service bonding. The guest needs the
safety and security when they are staying in the hotel and it is the duty of the hotel to provide
it so this is called as service security. Service scope in the hospitality industry is physical
facilities are the factors which plays key role in the service quality. For achieving the service
competence, the employees should be given the important knowledge as well skills to
perform a good quality service. Service inclination can be expressed as the empathy,
understanding, caring, friendly and willingness to solve the problems of the guests. Providing
the service at the proper time is plays major role in knowing the effectiveness of the hotel is
called as service timelines. The services should be made accessible to the guests by the hotels
which is called as service availability. Mass marketing have covered the style for the
customized marketing is called as service customization. Hotel should train their employees
about how to communicate with guests and this is called as service communication. Serving
the guest impressively will always delight them and it is called as service impressiveness.
Standardization of the services are the crucial factor which is called as service
standardization. The hotels ability to rectify the service errors is called as service recovery.
P.P.Mohanty (2014) The culinary tourism can be defined as the tourism in which
travelers goes to the other place to taste the food of that locality. The culinary tourism has
experienced a lot of growth from rural to urban with examples of street side food kiosks,
roadside eateries, theme dinners, restaurants present in the hotels. Food is the plays
significant role in understanding the culture of the locality so by knowing and tasting the food
gives the travelers the real idea about the localities culture apart from satisfying the hunger.
Almost all travelers like to eat the local food and they come to know about that countries rich
glorious history as well as traditions. As India is one of the gigantic nations in the world so its
cuisine also differs from Kashmir to Kanyakumari. Each region of India has people with
different culture and each region has uniqueness in the cuisine. There is need of identifying
the importance of culinary tourism and its role in the promotion of tourism in India. Even the
domestic travelers in India are interested in culinary tourism so they travel to other places
whenever any food festival is arraigned. Culinary tourism gives an opportunity in the revenue
generation for the local people.
S Punitha et. al. (2013) Corporate social responsibility is the activity which lies
between community and business. When any organization looks after the social responsibility
received the high attention of the society. Green marketing can be defined as the path to
protect the natural environment rather than making profits by understanding the customer’s
needs. In the hotels the green marketing is carried out by solving the problems of the ecology
and providing the goods or services which are environment friendly which brings the
satisfaction among the community as well as customer. When hotels adopt green marketing
that time they reduce the waste, saves energy, environment friendly practices and these hotels
encourages sustainability as well as environmental health of the society. However, when the
green marketing as well as environmental degradation topics are discussed, the major
attention is given to the product based industries which includes the companies which
produce electrical appliances or cars. This happens because they are more able to seen in the
terms of physical goods which is produced by the usage of the raw materials. In the contracts
the service industries like hotels which provide intangible kind of services finds the
adaptation of green marketing more challenging.
 Anukrati Sharma (2013) The term destination marketing we have to understand the
meaning of the word destination first, the word destination can be a place where the tourists
wants to visit as well as the word marketing can be explained as regular process of fulfilling
not only needs but also wants by the exchange. The merger of these two words gives the term
destination marketing which means a regular process of understanding and fulfilling the
needs as well as the wants of the tourists who wishes to visit to the set place. A destination is
mix of attraction, infrastructure, facilities, hospitality as well as transportation. A destination
can be called as the geographical area that has landscape as well as cultural characteristics.
Destination marketing is process of management to the identify the needs of the selected
tourists and understanding their motivations, wishes, likes, dislikes as well as developing the
destination as per the demand of the tourists. The tourism destination marketing is marketing
art which is particularly very challenging. Destination marketing includes all the activities as
well as processes which brings not only buyers but also sellers together who focuses on
responding to tourist’s demands as well as competitive positioning. Destination marketing
helps in the revenue generation for the local communities.
Abdul Alem Mohammed (2012) Customer relationship management is very
important aspect in the service industry due to the competitive environment. Customer
relationship management is very crucial in the performance of the hotel because the loyal
customers are more beneficial to the hotel rather than non-loyal customers. The
implementation of the successful customer relationship strategy will always give the huge
benefit to the hotels by increasing the sales by better segmentation of the market, obtaining
better quality products, customizing services and products, access to the information,
satisfaction of employee with the loyalty and retention of customer. In the hotels the
customer relationship generates lot of information about customers and consumption pattern
of the service which enhances the performance of the hotels. When the hotel employees adopt
the customer oriented behaviors, the hotel can achieve the less complaints as well as more
customer satisfaction. For the developing of customer relationship management hotels have
to develop proper working atmosphere, provision of the technology and modern tools,
customer satisfaction tracking as well as complaints management systems and proper reward
systems.
Rupal Patel (2012) Tourism is not only an activity for the entertainment as well as
the past time but also energizing and enriching activity. Tourism is the right way of
developing economy for the India which is developing country. In India the sustainable
tourism has extensive extent through the convergence of landscape with techno scopes,
finances capes as well as medias capes. Indian tourism industry has observed rise in the
recent years by providing rich dividend to not only consumers but also producers. The
tourism has become second highest foreign revenue generator in the India. The Indian
tourism industry offers job to the huge number of people not only skilled but also unskilled.
The hospitality industries like hotels, restaurants, clubs and tourism industries like travel
agencies, airlines, cruises, railways benefit a lot to the country. Tourism also develops the
national integration as well as promotes the activities which are related to the culture of the
country. Tourism promotes many other industries also like handicraft, local goods as well
cloths. India has diverse cultural heritage so it attracts the foreign tourists who wants to see
historical monuments, beaches, forts, places of religious interests, backwaters as well as hill
stations. India is one of the country which provides different categories of the tourism for the
tourists.
Gabriele Santoro (2014) The performance measurement is the main element of the
business management to analyze the source of the entire industries completeness as well as
assists in the implementation of various strategies. In general, hotels performance relates to
not only external but also internal factors because hotels compete in sectors as well as
markets which impacts not only strategy but also results. Internal factor because hotels have
to choose strategies to be implemented as well as in general to choose the proper path to
function, to utilize resources in the way to organize business operations for reaching the
goals. In the recent times, the parameter of the measurement of the performance has changed
significantly of the hotel industry. It is necessary to connect the financial indicators as well as
non-financial indicators by developing integrated methods of evolutions. To stay on the top in
the competition, hotels have to understand non-financial as well as operational aspects, such
as flexibility, quality and the adaptation of new technologies. The drawback of utilizing only
financial indicators of performance are actually lagged indicators that are the output of not
only management action but also organizational performance as well as not the reason of it.
Shaik Shahazadi Begum (2013) The medical and wellness tourism is growing in the
India and became the remarkable multibillion industry. Several factors are responsible for the
growth of medical and wellness industry like developed systems of healthcare, availability of
skilled and specialized professionals of healthcare, growing the popularity of widely
established methods of healing as well as alternative medicine which are positioned in
appropriate way. It is very clear that medical and wellness tourism is one of the ways to
attract huge number of foreign tourists which are important for the growth of economy of
India. India has naturally gifted with great cultural heritage, tourism reputation as well as
potential for age old therapies and medicines such as homoeopathy, Ayurveda, naturopathy,
unani as well as yoga and because of all these the India can become haven for the medical
and wellness tourism. The medical as well as wellness services in India attracts the attention
of foreign tourists predominantly includes eye care and dental treatment, orthopedics as well
as trauma, cardiac care which includes surgery, neurosurgery, urology, cosmetic as well as
plastic surgery, laparoscopic surgery, gastroenterology, knee and hip surgery and kidney
transplant. So the Indian government should make proper policies to develop medical and
wellness tourism in India.
Pardis Mohajerani et. al. (2013) The tourism industry and hospitality industry
always work as well as well grow together. Without tourism, hotels cannot survive and
without hotels the activity of the tourism cannot be performed. So the rise in the hospitality
industry always leads to the rise in the tourism industry. The service loyalty of the guests to
the hotel can be understood by their repeat purchasing behavior, having a good attitudinal
disposition as well as using the hotel whenever the need of the service arises. Service loyalty
is psychology of the hotels to its guests by considering the guests needs as well as producing
them. The satisfaction of the guests is an emotional reaction which depends on their
experiences about the product as well as services of the hotel. The satisfaction of the guests
will happen only when their perception about the product as well as service met or exceeds
their expectations, so guest can be called as satisfied when their real as well as perceived
needs were met as well as exceeded. Satisfaction of the guests derived from analyzing and
comparing their pre purchase expectation with post purchase perception. Expectation is the
guest’s prediction of hotels product as well as service in short run. Service quality put huge
impact on guest satisfaction.
Mukesh Raga et. al. (2014) The risk of terrorism always affects the process of the
decision making of the tourists. The tourist changes their travel plans because of terrorism.
The reactions to the terrorism is been influenced by the international experiences of the
tourists. Tourists always found their past international experience which put indirect impact
on their future behavior but they also do the decisions of their travel plan by interacting with
other tourists who have already visited that place. The perception of the risk of the terrorism
may cause anxiety about the travel towards a destination. Various levels of perception of the
risk together with other factors which are internal may cause a tourist’s motivation to plan of
travel, tourist’s awareness as well as knowledge of the destination alternatives, the level of
concern as well as importance given to not only safety but also terrorism threat, the extent of
the tourists’ information search, tourists evaluation of alternatives, as well as tourists’
destination choice. The tourists with negative attitudes about a destination due to a terrorist
shows there may manifest clearly high levels of importance for safety, as well as it impacts as
negative outcome of their travel decisions towards particular destination. The terrorism in
India put very negative impact on the growth and development of tourism sector.
Mukesh Kumar Singh et. al. (2014) MICE tourism can be elaborated as Meetings,
Incentive, Conferences and Exhibitions. In this type of tourism, the planning is done in the
advance for a particular motive not only for profession but also for entertainment.
International tourists can be attracted through MICE by countless way. The huge dynamic
business opportunity exists in India to conduct an international conference as well as
conventions which will have the global standards as India provides cultural as well as
heritage sites, the imperial as well as spiritual, excellent adventure as well as beach holidays
which offers the combination of pre as well as post conference tours. Incentive tourism is
another aspect of MICE. The good performances of the employees are rewarded by the
Indian companies by providing them holiday package. In the global MICE market, India has
reached to the 27th position. India has great infrastructure which provides notable group
accommodation as well as other facilities and amenities required for the arraignment of
successful conferences. The promotion of MICE in India in global market is very important
because it is very beneficial in the development of hospitality industry as well as tourism
industry in India.
Sanjay Ajmeri (2012) Medical tourism is term used by the mass media as well as the
travel agencies to explain the fast growing practice of travelling across other countries to
obtain the services of the health care. Medical tourism can be explained as the offering of the
cost effective private medical care or personal health care with the help of tourism industry
for the patients who needs dedicated as well as specialized treatment. Government of India is
giving the high importance about the development of medical tourism in India. The Indian
government has highlighted the Indian healthcare services at affordable prices with the
international standards. Medical as well as Health treatment package can be called as tourism
in which vacationing happens as well as it covers a wide range of medical and health
services. It is mixture of free time, fun relaxation, leisure amusement as well as recreation
together with healthcare and wellness packages. At the same time patents are able to get an
orientation that will assist them to improve their health in terms of their physical, mental as
well as emotional needs as well as general well-being. It is not only rejuvenation but also
cleans up process on all levels emotional, physical as well as mental. India has huge potential
to attract international tourists because of Ayurveda as well Unani medical system.
 Sonali Jadhav (2013) The change occurs in the workforce in the hospitality sector, at
the time of escalation of the demands of the guests. The expectations as well as work values
of the workforce in the hospitality sector are far different from last ten years. Personal
development as well as learning opportunities are needed for the employees now days for the
securing their job. The development of the skills as well as the expectations for the growth
development is the main reason of the retention of the employees in the hotel business.
Training as well as empowerment of the employees of hotel is look like powerful tool for the
improvement of the service quality, satisfaction of the guests as well as satisfaction of the
employees. The guests know the service which has international standards as well as it shows
the demands of the guests of this industry. Human resource division gives more and more
importance to the training of the employees. The human resource division has become more
proactive as well as they have started interacting with hotel management educational
institutes because it is primary source of training as well as development, thereby the
academicians are enable to update their information and knowledge on the upcoming as well
as latest trends and improve their skills which can be transferred to the students of the
hospitality.
Vandana Joshi (2014) Ecotourism is the major factor in conserving the endangered
species since it is tourism in which nature is sustained. Ecotourism is mixture of tourism as
well as harmony with the nature. It gives an opportunity to the tourists to explore as well as
experience the great manifestation of the environment. Ecotourism gives more importance for
the protection and conservation of biodiversity as well as local culture. Ecotourism assist in
economic improvement of area by employment generation. Ecotourism creates awareness as
well as generates income which helps in the conservation of the endangered species.
Ecotourism gives importance on traveling the natural areas featuring pristine, fragile as well
as comparatively undisturbed environment. Ecotourism involves visiting the destinations
which have flora and fauna as well as cultural heritage are the main attraction. Ecotourism
aimed to provide insight in to the effect of human beings on the nature and also educate the
tourists about the conservation of the environment. Ecotourism is a tourism which involves
visiting to the undisturbed natural places with the main goal of studying or commending as
well as appreciating the beauty of the nature its birds, animals and wild plants as well as
cultural aspects.
Sumedha Naik (2012) The approach of ‘one size fits all’ is no longer suitable to the
hotel business in India. Hospitality industry knows the needs as well as drives of these
developing demographics will gather the rewards as well as reach to the top in the industry.
The guests will explain the types of services and amenities they require. Major players in the
hospitality industry are giving variety in to the mid-market category to the growth of budget
hotels which will serve the changing needs of the hospitality industry market in the India.
Luxury brands have major challenge of maintaining the consistency. The customer retention,
customer satisfaction, brand consistency as well as corporate performance can be achieved by
the good employee engagement. The hospitality industry requires robust long term plans for
employee retention as well as manages the turnover. Volatile prices of raw material,
economic uncertainty, fluctuating exchange rates as well as variable demand conditions are
current challenges to the hotel owners as well as hospitality operators or investors. Events
such as pandemics, terrorism as well as natural disasters makes the sudden change in demand
of the hospitality services. The prediction of such crises is very difficult so they need to
planned and anticipated. Proper management of the crises improves the brand value as well
as customer loyalty.
Premakumari et. al. (2014) Online tourism has developed tremendously in India in
recent time. An online tourism enables electronic payments, direct bookings, business to
business, business to consumer trading among the tourism marketers as well as travel agents,
customers and resellers. Internet as well as related development has improved the online
tourism as well as online economy. The emerging technologies have always made a huge
impact to the tech savvy companies from time to time as well as secured the better
propositions. The contribution of online tourism in computerized reservation system of 70’s
as well as global distribution system of 80’s and the most flexible intranet and internet based
systems of the current days is very significant. Internet have enabled the portals launched by
the Indian government and private organizations have provided large range of products and
services of the tourism like hotels, airlines, restaurants, various types of tours, activity
centers, festivities, concerts, shopping as well as many more assortments of tourism services.
The Accomplishments Tourism Products and services are ideal for Internet marketing
because of its intangibility. Internet is perfect market since information is used by the tourists
to compare the offerings of tours worldwide.
Shirley Kueh (2013) The employees of the hospitality industry put a great impact on
the satisfaction of the guests because hospitality industry is a service industry. The nonverbal
communication of the hotel employees put huge impact on the responses of the hotel guests.
The nonverbal communication of the hotel employees is tool of delivering the clear message
to the hotel staff. In another way the nonverbal communication enhances the entire
communication across the hotel employees and the hotel guests. Consequently, the hotel
employees must have the awareness of using these tools effectively under the various
situations for the attracting the favorable attitude as well as perception from the hotel guests.
For example, friendly attitude, display of smiles and use of proper gestures makes the hotel
guests feel welcomed. However the industries of services like hotels as well as restaurants
offers a combination of intangible and tangible goods, it is worth paying attention that loyal
guests experiences at all times put impact in developing favorable behaviors. Periodical
training and development programs for verbal as well as nonverbal communication need to
be improving the communication skills of the hotel employees. Additionally, the policies
which are related in standardizing the service procedure can be improved by the use of
nonverbal communication.
K. Padamasree et. al. (2011) The types of tourism are getting changed day by day
like Wildlife tourism, Adventure tourism, Pilgrimage tourism, Cultural tourism, Medical
tourism, Eco tourism, Battlefield tourism, Dark tourism as well as Rural tourism. The modern
tourists demand something novel as well as different from tourism which is traditional.
Tourists now days not only travel to eat, drink as well as make merry but also to know more
about the culture of the local people who stays in that destination. Such tourism is called as
‘Knowledge oriented’ or ‘Cultural’ tourism as well as tourists explore many new things from
it. The tourism industry is more concerned for attracting the foreign tourists to the
destination, their transportation, feeding, housing, entertaining them at the time of arrival as
well as returning of the tourists to their homes. The Indian tourism industry has some core
nationalistic ideas as well as standards like Swaagat (Welcome), Surakshaa (Security), Safaai
(Cleanliness), Suvidha (Facilitation), Sanrachanaa (Infrastructure), Soochana (Information)
and Sahyog (Co-operation).Tourism industry is not only good for the economic development
but also act as medium for international cultural and social linkages which is good for the
developing country.
L. J. Sunder Srinivasan et. al. (2014) The shortage of 30,000 trained professionals is
going to occur in the hospitality industry as per the ninth five plan’s prediction. The hotel
owners realized that the country needs the professionals of hospitality who can offer superior
standards of products and services of hospitality. The rise of the hospitality sector has
developed figure of institutes of hotel management in the nation with the goal of offering
trained hospitality professionals. Because of growing globalization, opportunities of
employment in the hospitality sector are not particularly limited to the Indian hotel chains but
also in International hotel chains where the students will get chance to make their carrier
abroad. Hospitality industry offers a attractive profession which provides shining future. With
the growth and development of hospitality industry motivated by domestic and foreign
tourism as well as travel for business so the demand of the highly trained and skilled quality
professionals also increased magnificently. Hospitality industry offers amazing career, offers
pleasing prospects as well as growth for the hardworking employees who knows the
technique of amusing hotel guests. The Industry of Hospitality offers long term career as well
as its fields of expertise differs from cooking to marketing, public relations to engineering
and from accounting to work of security.
Kapil Jain et. al. (2013) The utilization of the Information and Telecommunication
Technology have played significant part in the growth of the tourism industry of India. With
the growing the role of Information and Telecommunication Technology in the tourism
sector, a various types of tourism, electronic tourism has changed the industry of tourism of
worldwide. Now tourists give more preference to search the tourism services related
information on the Internet. The tourism site as well as portals provides online tourism
services to the tourists on the Internet. The tourists want the proper planning of their trips so
they use the online portal which provides tourism services. The main objective of these
online portals is to make the tourists self-dependent as well as to offer all information and the
knowledge on single click. Internet can be called as a one stop shop where tourists find each
and everything from a remote place to very popular destination. These online portals which
offer tourism services play a very major role in promoting tourism of all the countries. There
are different tourism services which are offered by the online portals like railway ticket
bookings, airline ticket bookings, cruise bookings, hotel bookings, bus bookings, car rental
etc.
A. Ravichandran (2013) ‘The people who are happy at their jobs, they tend to feel
less stressed.’ it is discovered by the National institutes of health. The Hotel employees who
are feeling more stressed as well as anxious, they are always worried about wage freezes, lay-
offs as well as reduction in the benefits. If the employees work in the hotel where the process
of reduction in the number of employees is going on, in such hotels the employees suffers
from the ‘Survival Guilt’. This can happen particularly with sales executives who can’t be
able to achieve their sales target. The stress should be managed by the hotel owners and they
should not pass their stress to their employees. The hotel owners should also find some
creative ways to release the stress of their guests who wants to relax in the hotels, travels on
the cruises as well as eat and drinks in the restaurants. As hotel owner they have to feel
responsible for the physical as well as mental health of their employees. The stress attacks the
health of the employees and they suffer from the disorders like anxiety attacks, dizzy spells,
tension, nervousness, muscle cramps as well as sleeplessness which cause the chronic health
problems. Managing the stress of the employees is one of the key tasks of the hotel owners as
well as managers.
Munish Tiwari (2012) Future demand estimation is the main concern for the tour
operators as well as travel agencies. This is very important for them to plan their functions as
well as enhance their service quality which is essential for the rise of the tourism industry.
The understanding of the characteristics as well as profile of the tourist is also important.
Northern region of the India which has growing pressures of the development, there is need
of variety in the products and services of the tourism to the coastal areas as well as southern
region of the India. The analysis of the demand side would not give the all story as well as the
analysis of the supply side needs the same type of examination for the tourism sector. The
information of present capacity of business, their attribute of the products as well as services
provided will surely reduce the problem of an investment as well as improves the market of
tourism industry. The enduring of data is very critical for the tourism sector for their decision
making process. An understanding or analyzing the structure of the tourism industry is very
important because of its cultural, economic as well as environmental impact. The formation
of sustainable mechanisms is necessary for development of the sector of tourism. The Indian
government should understand the need of developed infrastructure for boosting of tourism
industry in India.
Ankush Ambardar (2013) The trained staff are the real asset of any industry and it
can only be achieved when the training is considered as the main factor in the practices of the
human resource. All these practices should be implemented in the proper manner for the good
performance of the hospitality industry. There is need in the hospitality industry to use
training practices which is innovative as well as the training should be based on the current
requirements in the market. Human resource trainers and experts need to create the system
which will motivate employees to learn new things, create knowledge as well as share that
knowledge with the other employees in the hospitality industry. Training practices have a
huge impact not only in the efficiency of hotel employees but also direct impact on the
productivities of hotel as well as long term profitability in hotel industry. Satisfied,
committed and highly trained employees in the hospitality industry can deliver the services
with high quality levels to the guests. The overall service experience of the guests is highly
dependent on the employees in the hospitality industry. Moreover the training of the
employees put the positive effects on their productivity as well as it is very important for the
hospitality industry to invest in the training of the employees.
 Surabhi Srivastava (2011) Tourism industry today is one of the speedily rising and
developing industries in entire the world. Today many developing countries are aware of the
benefits of the tourism industry in the economic development. The economic value of the
tourism industry to an economy is calculated by its significance to the earnings of foreign
exchange, the national income, its impact in to the state revenues as well as the creation of
employment. The developing countries know the importance of revenue earned because of
tourism more than the developed countries. The tourism offers more stable revenue than
being offered by primary products so tourism plays major role in the developing countries
where earning revenue is very difficult. The growth of the tourism creates the growth in the
primary as well as secondary sectors of the industry. The growth of the tourism provides the
employment to the local people. The tourist usually circulates money in the economy of the
country and in the simple form it is called as multiplier effect. India has great potential to
become leader in the tourism sector because of its tourist destination has great attraction of its
own different angles. The local people in India should be aware about the role played by
tourism in the revenue generation.
Milind Peshve et. al. (2014) The hospitality industry in India is known for the very
stressful work atmosphere and long hours as well as revolves around the hotel guests.
Hospitality industry face challenging situations on daily basis so the approach of the
management of the hotel is more concentrated in the direction of operational areas as well as
thus attention is more on the end result which is guest satisfaction. However, it is advised that
the management of the hotel should equally focus on its employees who are a major part of
the process of service delivery and tackle problems related to the productivity of the
employees. Although the hospitality industry has a system to calculate the performance of
different operational departments at a large who clearly based on the Guest Satisfaction
Tracking Survey as well as it is useful in identifying the individual productivity of the hotel
employees. It has been noticed that productivity management is a difficult task for the
hospitality industry and main reason behind the similar is the intangible character of the
product as well as lack of management expertise. It is thus advised that the management of
the hotel should introspect on this problem as well asplan a foolproof mechanism to calculate
productivity of the hotel employees on continues basis.
Himadri Phukan (2012) It has been noticed that spirituality in general added a new
aspect to the tourism industry, called spiritual tourism. Spiritual tourism, also defined as
religious heritage tourism, comprise all the religions, associated religious places, emotional
relationship to these centers as well as facilities of infrastructure for the tourists. This tourism
can also be termed as pilgrimage tourism, as tourists are not demanding for great comfort but
arduous travelling which offer the divine goal as well as simple life. Tourism marketing as
well as promotion is required for successful development of the tourism industry. Tourism
destination marketing plays a major role in modifying competitive marketing environment.
Tourism industry got the advantage by the developing interest as well as number of tourists in
various activities which were rarely known to be linked with tourism. Although in the past
tourists used to travel across the world for the spiritual activities but know days these
activities are known as component of tourism industry. The traffic of tourism, domestic as
well as international, for different motives like environmental change, pleasure, and religious
or spiritual motive has developed significantly through recent times.
Gomathi Jeganathan et. al. (2014) The Indian hospitality industry has achieved
tremendous growth as well as contribution to the Indian tourism industry. The Indian
hospitality industry has been largely got the advantage from globalization as well as the
government policy has made huge support to its not only growth but also development in the
recent period. The Indian tourism industry’s energy as well as water consumption is notably
huge and it produces a disproportionate quantity of waste. The hospitality industry consumes
60 percent energy as well as water out of the total consumption of the tourism industry. This
happens because hospitality industry requires a large quantity of resources to construct as
well as maintain the existence. If the management of these issues are not taken, then the
consequences will be more dangerous than we think. Hospitality industry in India has already
started in giving attention on development of sustainable business. Indian hospitality industry
is more conscious about environment and the society while planning organization strategies.
Hospitality industry in India is going away from the traditional way of business which was
more concerted on only profit making. Eco-friendly equipment, Green hotel as well as
renewable energy are successful sustainable development.
Archana Bhatia (2013) If we want to make India as a global tourist destination then
we have to adopt the proper as well as effective transportation facilities. Tourists require
trains, cars and bus to reach their favorite destinations. Tourists utilize trains as well as plans
to cover the major distances. The provision of the sufficient facilities of transport as well as
additional facilities will surely provide a boost to the tourism of India. The transportation
system of India really need of a significant overhaul. The cars as well as truck traverse that
travel on the roads of India do not follow any laws of operating vehicles. The bicycles,
rickshaw, trucks and cars usually ignore traffic lights as well as they do not follow any traffic
rules. Fatal truck as well as a car accident on roads is not in common in India. Indian railway
system faces the problem of overcrowding as well as poor maintenance. Trains in India are
usually so crowded that the travelers hang out of the windows or sit on the roofs on the trains
which are moving. All the foreign tourists consider that the Indian railways are highly
inconvenient. Indian government requires reducing overcrowding in the railways as well as
needs to strengthen its traffic laws so the image of the Indian railways will be improved
R.Srinivasa (2014) The Hospitality industry in India has adopted some strategies in
the recent period. Gathering of revenue from the restaurants as well as banquets is one of the
strategies used by the hospitality industry of the India. The revenue produced by the food and
beverage department have good share in the entire revenue generation of the hotel. The
Indian hospitality industry has adopted one more strategy which is to improve the health of
their guests. All the five or four star hotels in India has fitness centers which offers weight
training, yoga, dance and martial arts to their guests to improve their health. All the five or
four star hotels in India provide the facility of spa which provides different kinds of massages
to the guests and most of the time these spas are out sourced so the revenue is shared between
spa owners and the hotels. All the five or four star hotels in India provide the swimming pool
to the guests. The facility of fitness center, spa and swimming pool is also available on the
chargeable basis for the people who are not staying in the hotel. Pervasive wellness always
supports the growth in the new hotel patterns as well as other functions specializing not only
in weight loss but also total wellness planned to transform the health of the guests.
Shaheeda Banu (2012) Socio-cultural, socio-structural, demographic as well as
developments have always made the changes in the demands of the tourists and the service
providers of the tourism face a lot of problems with this. The survival of the industry of the
tourism depends effectively on understanding the proper trends as well as allowing for them
in appropriate time. The process of the development of the tourism is very complex because it
requires the interaction of many players who shares the responsibility which concern about
economic, environmental, as well as sustainability of the tourism which is very lucrative
sector. This series of actions involves the industry of tourism which supports a sustainable
product. The tourists develop the trends of sustainable consumptions as well as the public
authorities make a great effort to make the proper framework so as to make the sustainable
utilization of the resources as well as the action of a making profit among all the different
travel companies. Emerging markets refer to nations that have quickly growing economy or
that are in a phase of transitional between developing and developed status. Emerging
markets have more than half of the population of the world which accounts for a huge share
an output of the world.
 Abhishek Ghai et. al. (2013) In the two theories of Maslow and Herzberg the main
difference is that Herzberg explains the difference between employee dissatisfaction as well
as job satisfaction and Maslow describes the requirement met with dissatisfaction or
satisfaction. To get the motivation all obstacles to motivations to.To achieve motivation all
barriers to motivations or cause for de-motivation has to be separated. The high pressure as
well as overloaded working will cause the bad health conditions of the hotel employees due
to stress built up. Recognition of the hotel employees at all levels not only in the hotel where
they working but in society is missing. Hospitality industry should start a programme where
not only self-esteem but also overall image in the hotel and society in general should be
created upon. Once these basic problems and obstacles to motivate which has been dealt for
the satisfaction of higher requirements the studies have to be related on effects of outside
perception, media reporting and leisure as well as family involvement on hotel employee’s
morale. An appropriate chalked out plan as well as policy should be clearly noticeable in the
shortest span achieved about how can the employee turnover be reduced as well as a faster
not only vertical but also horizontal promotions be made
S.K. Thakur (2014) The shortage of proper type of manpower is the crucial problem
witnessed by the tourism industry of India. Most of the employees working in the tourism
industry of India are unskilled, unproductive, uneducated as well as unmotivated.
Unattractive package of payment as well as long working hours, lack of vision, un-
standardized human resource policies, absence of clear path of career as well as growth
opportunities are the reasons of dissatisfaction in employees working in the tourism industry
of India. Improper education and training programs of sector of tourism is depressing the
right type of talented and skilled people. Tourism Industry of India has developed a good
image of India as a top place for tourism in the perception of foreign tourists. Against this
situation not only Government but also Industry people should take responsibility to
encourage tourism industry among the young skilled generation and to attract them to join for
capitalizing the industry of tourism. The standard of the courses in the Tourism Management
being provided by not only institutes but also universities needs to be improved. Currently the
courses in Tourism Management are not practical in the nature so do not fulfill the needs of
the industry. The courses require be updating as well as revising time by time.
Sunita Borkar et. al. (2013) When front office allots any room to the single women
traveler the exceptional confidentiality is retained. The information regarding personal
details, room number as well as details of room change is retained confidential. The rooms
which are offered to the single women traveler are near to the elevator because they need to
keep away from the corner as well as are not troubled by required to walk alone across a
corridor which is long. The hotel employees will avoid offering the single women traveler
adjacent rooms to single men travelers. The service of dialing in room to room is not offered
at the time when hotel has single women travelers which are staying with them. The in room
or express check in is offered to the lady travelers at the time of arrival with bouquet because
most of the ladies prefer flowers. For looking after, the preferences as well as likings of lady
travelers, the guests’ relations executives keep constant touch with them. The safety as well
as security is the major anxiety for these lady travelers so majority of the hotels offers service
of pick up as well as drop from their work place and the airport. Hotels have one floor
especially dedicated to the single women travelers and the entrance is permitted only with the
help of electronic card which needs to swipe in the elevator.
Sultan Singh Jaswal (2014) Tourism can also be act sometimes as destroyer of the
social fabric of a local people. The risk of losing the real identity of the place can be occurred
by the growth of tourism. Our country has faced the problems like prostitution, use of drugs
as well as human trafficking because of the arrival of the foreign tourists hence the growth of
tourism can cause undesirable cultural as well as social change. Tourism can also cause in
developing hostility, suspicion as well as tension between the local people and the tourists
when there is no understanding as well as respect for each other’s way of life and culture.
These tensions further lead to the crimes as well as violence committed by the local people
against the tourists. Tourism also provide negative impact to the local people because most of
the tourists use airlines and hotels who rarely employ the local employees for position for
senior management also stopping the local workers and farmers from getting the advantage of
their existence. This usually creates a feeling of hostility in the minds of local people against
the tourists as well as the government. One of the major unfavorable impacts of tourism on
the habitat is increasing pressure on the ecosystems carrying capacity in each attractions of
tourist. The growth of tourism development has many positive as well as negative impacts on
the country.
Subrat Kumar Panigrahi et.al. (2012) The confidence of the hotel guest can be
achieved by providing him a good quality of service and it will be also beneficial for the hotel
to gain the competitive advantage. Provision of the good quality services will surely fulfill
the expectations of the hotel guests and it will result in the loyalty of the guest as well as
word of mouth publicity can also be obtained. Many hotels are still struggling to improve the
quality of the service because money is wasted on ill-conceived management systems of the
service which will cause the dissatisfaction of the hotel guests. Offering an outstanding
quality of service is the strategy which is often used by the marketing department of the
hospitality industry. Competitive advantage can be achieved by the happy and loyal hotel
guests and it also gives an advantage to the hotel to stay on the top in the market. The process
of decision of a hotel guest begins when they realize a requirement for the particular product
as well as services which are offered by the hospitality industry. The requirement of the
hospitality service can be improved by different reasons including business entertainment,
business deals, tourism as well as leisure. Services can be termed as experiences and the
evaluation of these experiences are very difficult before their purchase or consumption.
Lavkush Mishra et. al. (2012) In India there are many hill stations which attracts the
tourists so it very essential to understand the exact reasons why the tourists are attracted
towards the hill stations. The reasons are related to the activity of the tourism as well as how
it can be maintained in the long run. If the activities of the tourism are permitted, then there
will be high pressure on the socio cultural environment as well as ecology of the hill stations.
The reasons of the attraction towards the hill stations are the motive for a feeling of spiritual
as well as renewal of the well-being. The less population is also one of the major reasons of
the attraction because overcrowded city areas as well as stress related with pollution, crime
and noise make the people very depressed. These people who stay in overcrowded cities they
want to experience calm and peace so they get attracted towards the hill stations. The
sustainable development of the hill stations is the concern which is increasing in the recent
years. Hill Tourism is being considered more as a development problem from the perspective
of inhabitants. Tourism in hill station destroys the flora and leave trash behind which is non-
biodegradable and is very hazardous to the nature, government of India needs to plan to
develop the tourism at hill stations to avoid such problems.
P. Srinivas Rao et. al. (2013) The businesses of service have been rapidly developing
in the recent decades. The demand of good quality services is increasing by the hotel guests.
For remaining competitive the hotels require to understand the expectations as well as
perceptions of the hotel guests towards the service quality of front office staff. The dimension
of satisfaction which is the weakest is empathy. Therefore, management of the hotel should
organize special courses to develop effective communication. The dimension of satisfaction
which is strongest is tangibility. Therefore, management of the hotel should retain the
attributes of service quality which is tangible at the hotel. Human Resource management
should organize in house training program to develop the main functions of front office staff
and to encourage them in their careers. Satisfaction of the guests means that how the guests
perceive delivery of guests. That guest satisfaction is a main objective of service performance
linked to the guest expectation. For this motive it is necessary to analyze how expectation of
guest is made in order to understand the factors of the service satisfaction in the hospitality
industry. As different guests have different expectations related on their information of a
product as well as service
D. Ramchandran (2013) Inadequate capacity of the airlines particularly at the period
the tourist season which is at peak, airports with bad conditions, delays in obtaining the
bookings, cancellations of flight are some of the reasons which prevents the growth of the
tourism in India. Because of appalling conditions of trains which are used for traveling, most
of the tourists choose to keep away unless unavoidable. Lack of hygienic as well as
comfortable accommodation is the problems faced by the tourists. The good accommodation
which is available in India is not offered by the middle class Indian tourists. There is no
presence of an up to date knowledge systems with fast facilities of retrieval causes
inconvenience to the tourists. Another major reason inhibiting the development of tourism is
the seasonality of this industry with the peak season being restricted to six months from
October to March as well as heavy rush in November to December. Absence of an integrated
programme of tourism encouragement in the plan periods of five year has created difficulties
in growth of tourism. Indifference of many states as well as union territories which have not
considered the tourism as industry yet is another problem in growth of this industry in India.
Shikha Singh et. al. (2012) The business of service is considered as vital force of
generating revenue, profits, satisfaction and loyalty of the customer as well as offers
competitive differentiation to prevent product commoditization. Although it related from one
segment of service industry to another, the overall caliber for development in business of
service is important when compared with other activities of business. A service can be a non-
material equal in value of a good. An offering of service is an activity of economy that does
not consequence in ownership, and this is what makes it different from offering physical
goods. It is demanded to be a steps that creates advantage by making difference in customer,
a change in their intangible assets, or a change in their physical possession. Intangible
advantages are becoming more significant as they are the origins of competitive advantage
for many businesses of service. Both the soft skills as well as technical of employees of
service are instrumental in providing such intangible advantages through increasingly
complex as well as customized services. However, such plan of actions may not be
maintained as the insistent for highly trained service employees is deliberately frightening to
overtake the supply. A business of service is the one where the realized value of provision is
firm decision more in word of service provided than the real product offered.
 Leena Kakkar et. al. (2012) Tourism in India has developed in leaps as well as
bounds over the years, each and every region of India is contributing at least something to its
exuberance as well as splendor. India is treasure house of traditional as well as cultural
embellishes as shows its artifacts like sea and mountains, beauty of rivers thus makes it
enable to achieve prestige in the global arena. The tourism ministry has also done the great
job in the development of this sector, they have started an advertisement such as ‘Incredible
India’ which encourage tourists’ attractions as well as culture of India in memorable and
fresh manner. This campaign assisted to develop a shining identity of India in the tourists’
mind across globe as well as it has created the growth in their interest in India. The
remarkable development in the market of Indian tourism resulted in the growth of other
supportive industries such as aviation, healthcare, transport, sports as well as hospitality. The
tourism industry of India is experiencing a great period of development driven by the increase
in travel of middle class of India, increase in the high spending international tourists as well
as coordinated campaigns of the government to encourage ‘Incredible India’ which was
necessary for the developing the image of tourism in India.
Rajiv Kumar et. al. (2014) The industry of Hospitality is one of the speedily rising
industries in the globe which offers food, beverage as well as hygiene and clean
accommodation to their guests. Hospitality means offering home to the guest away from their
home. There is a significant connection which is coming out on those destinations where
activities of tourism are increasing. Hospitality industry adopts the most difficult
environmental protection laws start from the hotel construction to the waste material disposal
in such a way so that the least degradation of environment takes place. Moreover, another
circumstance which plays a major role in the overall steps is minimizing the cost of operating
by using the latest technology. It has become a trend in hospitality industry to utilize the
latest upgraded technology such as sensors, dustbin, dome cameras, security locks, biometric,
theft alarms, fire detection technology etc. Corporate Social Responsibility particularly in
hospitality industry is widely recognized because hotel has to offer memorable impressions to
their guests. To maintain this impression hotel have to shift their strategies to adopt principles
of sustainability on every factor whether making food by less utilization of electricity as well
as gas, offering not only clean but also hygienic environment by less use of chemicals.
Potukuchi Thryambakam et. al. (2013) Community Based Ecotourism is the
tourism that is organized by the community who stays at the tourist destinations. In general
visits of tourist are often not only marketed but also organized by the private travel
companies as well as government protected destinations and the large part of the profits
gained by the private companies as well as government enterprises. In Contrast Community
Based Ecotourism is organized as well as operated by the community itself, decisions of
management are done by local people as well as profits directly gained by the community.
Development of sustainable tourism connects requirements of the current tourists as well as
regions of host while not only preserving but also improving the future opportunity. It is
contemplated as most important to the administration of entire resources by such a manner
that social, remunerative as well as aesthetic requirements can be satisfied, while organizing
significant ecological methods, cultural integrity, and systems of life support as well as
biological diversity. The local communities also achieve the social advantages out of
interaction with the tourists. As activity of tourism increases in the destination, the local
people exhibit their skills which are indigenous traditional as well as disseminate these
traditional information systems to the tourists.
Amrik Singh (2014) The housekeeping services are outsourced in the present era as
well as it is beneficial in solving the problems like filling the gap because of attrition of
manpower, suitable personnel’s unavailability, skilled manpower to fill the requirement as
well as unionization. Housekeeping is usually called as labor intensive department. Most of
the chains of hotels prefer the outsourcing of the housekeeping services and it is considered
as very effective strategy of business. Outsourcing of housekeeping service in many tasks
which are very specialized is proved as the best solution because it is very cost effective. It is
always better that the strategy of business to connect the demands of the hotel standards. The
hotel staff is considered as nucleus in the business of hospitality as well as hotel staff has
major contribution the determining the success of the hotel. It is the responsibility of the hotel
management to look after their employees as well as providing them good training which will
help them in the in developing their skills and they can use these skills in the day to day
operations. Need for productivity improvement has become universally recognized as well as
that it related on not only efficient but also effective training is not less appearing to be true.
Bandana Chowdhury (2013) The tourism can be expressed as “The activities where
persons travels as well stays in the outside destinations apart from their habitual environment
for less than one continuous year for business and leisure as well as other motive”. The
tourism industry is the most very quickly growing industry in the world. The United Nations
World Tourism Organization has estimated 1.6 billion arrivals in India which will generate
around US dollars 2000 billion till the year 2012. In India, the tourism is one of the massive
service industries which not only makes a benefaction of 6.23% to the gross domestic product
of nation but also offers 8.78% of an entire employment in the nation. In the year 2009, the
number of 5.11 million foreign tourists visited India as well as the number of 650 million
domestic tourists travelled in India in the same year. Appropriate designing of master
strategies required to be made with particular aims be coherent with India’s comprehensive
social as well as economic development objective. Intervention of the Government is
essential to increase the contribution of tourism for economic and social development as well
as reduction of poverty.
Jaswinder Singh (2014) The management of the hotel has divided the hotel safety
into two broad divisions which are safety as well as security. The management of the hotel
dived safety as in the services offered the factor of safety has been also comprised in the
building of interior designs of the hotels whereby gaining surety as they are safe built for the
hotel employees to function in as well as of course for guests who are in house. However,
security in hotel connected to threats that put by people than putting by the physical
surroundings, which intend it determined on the person who put the security danger that
cannot be estimated. It is important for the management of the hotel to train every hotel
employee to be able to handle any accidents such as fire, terrorism as well as other
emergency services so that the hotel employee may assist out if it is required. Tourism is very
distinct from what it was previous to the dangerous terrorist as well as criminal attacks the
globe has recently experienced. Modern tourism is a complex industry and multifaceted
including many stakeholders. Safety as well as security therefore, requires to be priorities for
any destination of tourism. Furthermore, policies as well as practices that protect not only
tourists but also locals, and also that describes how a crisis must be handled if the
requirement arises are a significant component of development of tourism.
Sittichai Charoensettasilp et. al. (2013) People Services are processes, deeds as well
as performance. Service is recognized from products more than anything else since they are
commonly consumed at the similar time period as they are produced, and cannot be carried
away or stored away. An improved mix of marketing requires to be situated. It's not about
purely contacting out to guests accompanied by appropriate service yet it's about making a
proper wish to carrying the service. The airline product mix consists two categories of
services, first is services on the ground and second is services in flight. Airline place mix
includes online reservation system operational for twenty four hours, Company’s affiliation,
travel agent and tour operator as well as consolidation. Airline price mix includes discounts,
list price, low cost pricing, commissions, money pricing value, premium pricing, extras,
cheap value pricing, apex fares as well as surcharges. Airline promotion mix includes
advertising, the scenic beauty, affluent cultural inheritances or destinations which would
fascinate many tourists and tourist attractions. Airline people mix includes reliability,
competence, responsiveness, initiative, caring attitude, goodwill and problem solving ability.
Umesh Gunarathne (2014) The service quality gained a significant amount of focus
from management of hotel. In the case of developing country, it is quite common that service
industry is gaining larger share in the gross national production. Especially behind the
industrial revolution the need of the services to trade as well as services which are not closely
connected to the trade has becoming better dramatically. So the completion of the service in
the worldwide market becomes not only stronger but also shape. Unlike the organizations of
manufacturing, the organizations of services have large human involvement that is because
providers of the services directly interact with customers than the organizations of
manufacturing as well as overall function of the organization is related on how well the staff
fulfils requirements of customer via the superior quality of services. As also the customer
consumes the service at the time when the provider of the service delivers the service. If the
provider of the service is not capable as well as experienced the entire image of organization
can be destroyed with the lesser period of time. Therefore, it is easily understood that quality
is a factor which is very critical for the service organizations, in which customers get positive
impression either the provider of service, respond negatively or positively.
Kumar Sandeep et. al. (2014) Intercultural relationship between host nationals and
tourists can be considered as a distinctive form of diverse interaction of culture. The tourists
usually stay for a less duration of time with local people, during the stay of the tourist in the
destination, they interrelate with local community as well as the outcome of their interaction
of culture between host and guest is alteration in the living standard of host community,
relationships of family, labor division, systems of value, attitudes, patterns of behavior,
habits, thoughts, ceremonies, manners as well expressions. The stay has a several impacts on
local people, positive as well as negative, not only on people’s manner of living but also on
the environment of society. Tourism is activity which take place inside a broader societal
substructure than exactly that of the local host and tourist come across, technical innovation,
mass media impacts, urbanization, education, immigration and development of business
should additionally be effectively thought out as well as social and cultural alteration not
assigned to tourism in manner which is arbitrary, although, it can quiet be testified that
tourism influence distinctively too social as well as cultural change.
Kalaskar Prasanna (2013) Existence of renting space for the tourist can be captured
back to antiquity. Today hospitality industry is considered as a multibillion dollar industry
which is a rapidly growing as well as flourishing industry not only in India but also across the
globe. This sector of service is the largest industry of the economy of India because it
involves several service components like food and beverage, tourism as well as hotels. When
we consider the segment of hotel we find the lodging, restaurants, transportation, theme
parks, cruise line, events as well as many more. The hotels offer different services varying
from the budget category to the super deluxe category to its different categories of clients.
However, it is not the only hotels that generate the proportion but also the transportation, tour
operators, travel agencies, etc. are directly as well as indirectly gets the advantage from the
hotels. Offering rooms as well as banquet halls, telephone call services, laundry services,
restaurants, travel services as well as internet services are the different areas from where the
hotels can generate the revenue. The segment of consumer in the hotel market is separated as
leisure traveler, business traveler as well as airline cabin crew.
Archana Bhatia (2013) The information as well as communication are also one of
the problems which prevents the growth of the tourism in India. Though the languages which
are official of the India are Hindi as well as English yet the Indian government has offered 22
languages of the 8thschedule the recognition of official languages. Because of such difference
in the regional as well as local languages the foreign travelers has to face the communication
problem with the locals. The government of India has not provided sufficient information in
the official website of Incredible India campaign which is made by Ministry of tourism, if the
sufficient information would have provided then that could have solved this communication
as well as language problem India is specifically lacking on this aspect as there is absence of
education not only among the auto rickshaw or taxi drivers but also the providers of the
tourism related services in India. Foreign tourists are usually ill-treated at the tourist
destinations of India. The number of rape incidents have increased in India since the year
2010 as well as India is considered as the 9th most dangerous country for tourists in the
globe. The local people are just not interested in helping a foreign tourist in normal
circumstances
Renju Mathai (2014) Training is one of the major factors of the hospitality industry.
There is a demand as well as shortage of well trained and qualified employees that required to
be match up the gap in the Indian hospitality industry. The major reason for the shortage of
the trained staff are the working environment, attitude of staff about the dignity about the job,
pay package, working hours, personal growth as well as work life balance. This shortage of
work force will describe on the training time availability. The trends in the hospitality
industry are rapidly changing so there are needs development of new techniques as well as
skills, critical knowledge in hotel employee to connect the new demands as well as cannot be
obtained by just depending on experience. Indian hospitality industry is pooled with Indian
owned hotel chains as well as several international hotel chains. All the business operations
are done to ensure that how it performs a significant part in the triumph of the hotel. The
hotel employees which are knowledgeable are an asset for the hotel as they can offer great
value to hotel guests. Historically, training was regarded as an adjunct work of a department
but now it has been increased to a necessary department to connect the competitive business
requirements.
Akhilesh Sharma et. al. (2012) Liberalization of economy has provided a boost to
the Indian hotel industry. The hospitality industry of India is growing yearly with a rate of 15
percent. The present gap between supply as well as demand is estimated to increase as the
economy opens as well as grows. The government of India estimated an additional need of
200,000 rooms in the upcoming years. Because of stable social as well as political conditions
in India, in the future there will be rise in the number of arrivals of tourist. The India have
acquired a fourth rank among the globe’s must see nations. The government of India is in its
process has taken some projects like starting of the policy of partial sky. This permits to fly
on the skies of India to the private domestic airline operators. An increasingly rising middle
class group, the provision of corporate incentive travel by companies as well as the arrival of
multinational companies into India has made prospects very bright for tourism. Very easy
visa rules in India, public freedoms as well as its attractions which are countless as an ancient
civilization creates development of tourism easier than in many other nations. Foreign Direct
Investment in the sector of hospitality as well as tourism in India has increased in the past
years.
Amarpreet Singh Ghura et. al. (2014) Decelerated economy of India along with the
slowing down experienced in the world wide economies has been the reason for the bad times
in last one year for the industry of hospitality and tourism in India. The other aspect is that
has future intense the gravity of bad time is starting inflation especially experienced for the
interest rates as well as currency volatility on the one hand, the food as well as utility costs on
other, leading to the compressed players margins as well as squeezed their profitability.
revenue management as well as its possible execution approaches as well as concerns to
managers of the hotels by presenting essential conditions for management of revenue which
are perishable inventory, advance reservation, relatively fixed capacity, variable demand
proper cost structure as well as segmental markets. Unavailability of the land, specifically in
the metros as well as the delay in getting approvals from the government stretched project
outlays, lessen the ability of an investor sentiment in the industry. While several hoteliers
have reduced their levels of staffing as well as are exploring other options for cost cutting,
others are trying to cut costs of idling as well as make every resource or asset they own count.
Syeeda Khatoon et. al. (2013) Tourism in India, provides large as well as diverse
variety of tourism products all across the breadth as well as length of the country, still exist
quite insignificantly below both in terms of proportion of the world arrivals as well as
tourism receipts, in spite of having much larger proportion in terms of geography, superior
products of tourism and still the more effective prospects of growing manmade tourism.
Tourism is being used by many underdeveloped as well as remote areas across the globe as
the excellent instrument for development of neglected, remote as well as rural and backward
areas. Indian Tourism can ensure essential improvement in terms of infrastructure
development at the destinations of tourist, development of community employment as well as
giving rise to overall development of the economy as well as above all impact into the
optimum proportion of global tourist arrivals as well as revenue generation that still exists
elusive. Business of tourism is considered as human industry and it is because of its
significant importance working of the manpower in it. The factor of human is the most
important one, because the people who work in tourism sector have to utilize all other
resources.
Miriam Mbasera (2012) Quality management in the department of housekeeping as
in any department in is important because an organization of service can recognize itself by
providing persistently quality which greater than its opponents. There has to be a plan of
action in department of housekeeping which indicates when, where as well as how the
product of service shall function. Measurable systems principle for easy of techniques of the
operations are advantageous in offering the services. While in all organizations of hospitality
people offering services of housekeeping have to be individual to individual strategy because
these people should be interested in others. Concern for guest’s welfare, comfort as well as
satisfaction has to be given the first prime concern. It is consequently very significant to note
that hotel staff offering the services to the hotel guests like those in the housekeeping
department have the assist of everyone in the hotel, hence there is requirement for successful
internal marketing. Internal marketing includes training as well as motivating hotel guest
contact hotel employees. The idea developed originally by the concept of producing
employments in the service industry more appealing to prospective as well as existing hotel
employees who will solve the problem of unemployment and poverty.
Archana Bhatia (2014) From the very beginning of the life, travel has always
fascinated man. Travel as well as tourism has been essential societal activities of the people
from very old time. The desire to discover new destinations inside one’s own nation or
outside as well as attempt to find a change in surroundings has been witnessed from ancient
period. Travel has existed from the beginning of time when primitive man used to cover great
distances to find out of food as well as clothing which was essential for his survival.
Throughout the history, people have traveled for motives of trade, economic gain, migration,
religious conviction, war as well as other compelling motivators. Tourism as we understand it
today is clearly a phenomenon of twentieth century. Historians recommend that the discovery
of mass tourism started in England at the time of the industrial revolution with the growth of
the middle class as well as transportation which was relatively inexpensive. The existence of
the commercial airline industry result of World War II as well as the subsequent growth of
the jet aircraft in the year 1950 signaled the fast growth as well as expansion of the
international travel. The rise led to the development of a new industry which is Tourism.
International tourism attracted all the governments in the globe because it not only provided
new employment opportunities, but also created a means of foreign exchange generations.
Chandrashekhar Sharma (2014) The service industry display features which are
distinct and these features are not shared by the manufacturing industry. Several services
organizations are only profit earning enterprises of the business such as hotels, restaurants as
well as retail stores. The hotel as well as hospitality industries usually considered as the most
“global” in the sector of service. Hence, huge capital is invested each year in not only
designing but also improving hotels. On the other hand, many challenges faced by the
management such as achieving guest satisfaction in a growing competitive marketplace.
Therefore, the hospitality industry as well as hotels particularly have experienced growing
competition for great service quality as well as guest satisfaction. This happens because the
large numbers of hotels are presently implementing quality management programs which are
based on the requirements of the corporate which are designed to develop the service
offerings as well as market retention. The service industry has gained a huge economic
importance from the last decade in India. The waste elimination because of poor quality as
well as meeting the guests’ expectations are the main challenges faced by the managers in the
hospitality sector.
C. Vethirajan (2014) Travel as well as Tourism has been always an integral part of
culture as well as tradition of India. Tourism Industry is the most energetic tertiary activity as
well as regarded as a multibillion industry in India. The potential as well as performance of
tourism industry of India requires to measure in terms of its social as well as economic
magnitudes. India is emerging as a most popular tourist destination in the globe, driven by the
attention on innovation as well as forming value for tourists. It aimed to alter the attitude as
well as behavior towards the foreign tourists by stressing on the factor that a guest has been
regarded in very high esteem since ancient times in India. It also examines the influence of
growth of economy of India because of tourism, contributors responsible for economic
growth, role played by the tourism industry in gross domestic product of India, domestic
versus foreign Tourists. Tourism is one of the globe’s rapidly developing sectors as earnings
is earned by the serving of goods as well as services needed by the tourists. The tourism came
to signify the transfer of person from one destination to another for income, for the motives
of consumerism as the outcome of economic well-being as well as technological progress.
Tourism has led to the formation of new habits, life models different conception of time as
well as different behavior.
Mohd. Sadiqe (2014) India is the country whose population is over a billion as well
as is also the place of birth of major religions of the globe. It is the destination of the most
fascinating forts, temples and monuments of the globe. India has got exotic destinations to
travel as well as capable to fulfill of the desires of the tourists as well as is an expressed as a
dream destination for the leisure travelers. Indian Hospitality industry gained a vital rise in
the previous decade since the government of India understood the huge strength of tourism
sector. India has the appropriate tourism strength as well as destinations to gain the attention
of all types of tourists whether it is pilgrimages, beautiful beaches, scenic mountain resorts,
adventurous tour, cultural exploration as well as business travelers. Hospitality industry has
turned into one of the major sectors which is able to increase the economy of India. It is
rising time for Hospitality sector of India because of its culture, religion as well as medical
tourism fascinates both travelers of budget as well as luxury similar. Driven by a growth in
arrivals of the business traveler in recent years as well as a increasing fascination in India as a
best destination of tourist have made India very popular as a tourist destination across the
globe.
Sherap Bhutia (2014) The tourism is very important because it act as a mechanism of
development of economy as well as generation of employment, specifically in remote as well
as areas which are backward, has been well acknowledged the globe over. Industry of tourism
offer employment for the local people both directly in the sector of tourism as well as in
different sectors of support and resource management. Tourism put positive impact on
domestic industries which are very profitable like hotels as well as other lodging facilities,
transportation systems, restaurants as well as other food services, handicrafts as well as
services of guide. Tourism industry acts as foreign exchange generator for the nation as well
as produces new money and capital into the economy of community. The tourism business
enhances the overall condition of economy of the other sectors that are associated with
tourism. Tourism makes the local economy more diverse specifically in undeveloped areas
where employment in agriculture may be inadequate as well as sporadic. Tourism attempts to
find between all divisions of the society’s decision making, comprising community
inhabitants so that tourism as well as users of other resources can exist at the same time. It
assimilates designing as well as zooming which make sure that tourism development suitable
for the carrying capacity of the eco system.
Sittichai Nuansate (2013) The performance of hotel business measures can be
categorized into two major categories that are performance of financial as well as
performance of non-financial. The performance of financial measures mentions to
profitability that is return on asset, return on investment as well as growth of sales.
Performance of non-financial measures include customer retention, hotel commitment,
customer satisfaction, productivity, employment Levels, new product success, product quality
as well as market share. However, the business environment which is highly competitive as
well as the requirement to merge the strategy of hotel with achievement has led several hotels
into accepting the several aspects of business achievement, comprising indicators of
performance of financial as well as non-financial. Moreover, financial as well as non-
financial performance calculated also can be classified into two major categories measures of
subjective as well as measures of objective. Measures of subjective are greater probably to
better agreement with this kind of phenomenon. Performance of subjective an assessment
allows an unchallenging comparability between various businesses as well as circumstances
agreement while are by specific factors of hotel industry influences objective calculations of
performance
Mahesh Uniyal et. al. (2013) Sustainable Tourism attempts its utmost to preserve the
significance of local culture as well as tradition. Sustainable Tourism provides information,
as it let tourist know understand the destinations as well as it helps locals understanding about
the civilization and culture of tourists. This kind of tourism is planned to conserve the
destinations resources where tourists are visiting. Sustainable Tourism needs deeper
involvements of natives, which offer local people a chance for making their living.
Sustainable Tourism highlights pointedly upon uprightness of the tourist places. Tourism
must to be commenced at any location with the assistance of local people. The involvements
of local community or people assist in maintaining the appropriate tourism development. The
local community or people have to reach the direct benefit of well-developed tourism in their
area. Association between tourism and local business enable local people earn economically
as well. To aim huge rise in sustainable development, there is requirement of codes, ethics as
well as some fair guidelines be established. In order to increase the significance of natural as
well as heritage resources, and utilize them better way, education and training programme
should be developed and established.
Magnus Niemann et. al. (2008) Tourism is a domain in which the Internet has
created to a new service quality as well as online booking as well as services of reservation
have become widely adopted among consumers as well as business travelers. Furthermore, in
current years, increased rates in online tourism have turned much faster than in the overall
economy of world, as well as this trend is not estimated to slow down in the upcoming time.
Since travel destinations can be conveniently examined out in advance, it has become much
easier to select hotels with a greater degree of precision. Specific hotels on the Web are
introduced with a variety of visual as well as factual information. In addition, the tourist may
access the reservation system of the hotel by entering the dates of travel as well as getting a
quick response on the availability. Since the information with variety offered leads to a
greater manual search as well as the age of services has turned into reality. There is a services
with variety that combines the information or knowledge scattered across many sites,
multiple structured federate as well as semi structured tourism information or knowledge
sources on the web as well as provides search engines for hotel rooms by offering a list of
rooms able to use for a given time at a specific place.
R. Rajesh (2013) Image of destination has been one of the major research areas of
tourism for not less than four decades. Identity is described as “the emotions of people of
anything that they aware”. Image is described as “people hold are a path of organizing the
various stimuli received on a everyday basis as well as assist in making sense of the globe in
which we live”. Image of destination is described as “a pronouncement of feelings,
preconceptions, knowledge, emotional and imaginations conceptions an individual has of a
particular destination”. Image further expressed as “the sum of impressions, beliefs,
perceptions as well as ideas that people hold of events, objects as well as behaviors”. Image
of destination defined as “destination can be the overall perception formed by processing
information from different sources over time”. Image of the destination can be ideas as well
as perceptions held collectively or individually by the people about a destination. Image
described “as the sum of attitudes, impressions as well as beliefs that a person as well as
group has of an impression as well as object maybe false or true or, imagined or real”. The
need of development of image of destination is very important for the growth of tourism in
India.
S.V Sukthankar (2013) The word ‘Accommodation’ has originated from word Xenia
which is the Greek word, by which the, ancient Greek refer to not only hospitality but also all
ways of protection given to visiting or travelling strangers, intellectuals, philosophers as well
as researchers. The visitors then were offered to stay in the place of residence of noble man.
As traveling become more often accommodation for travelers came to be looked in two
distinct ways. The travelers who go away from their comfortable homes needed equally
comfortable accommodation throughout touring, introduction of the ‘inns’, where travelers
were provided food as well as shelter with put on comforts. From 15th century onwards,
payment for the accommodation started to be charged. The institution of inns moved to be
developed in many countries in Europe specifically in England as well as France. The
English House of Commons announced the inn to be a public house as well as put forward
for social responsibility on the innkeepers for the comfort as well as happiness of the
travelers. In the USA, Samuel Coles originated different form of accommodation in 1934
described the tavern where food, drinking as well as entertainment was offered to the visitors.
Mahalakshmi Venkatesh (2014) The existence of tourism sites as well as tourism
resources regarded as one of the most significant indicators for evaluating the basic tourism
potential which is based on both the natural as well as the manmade recreational tourism
resources. Existence of streams as well as water basins the territory describes the existence of
water resources as one of the important factors of tourist attraction. Because of the
importance of sea recreation, the seaside zones are always comprising in the areas with a
notable basic tourism potential. Existence of forest region is also comprised in the tourism
resources. They characterize another not only important but also complex factor of attraction
of the tourist the forest vegetation with its prophylactic as well as healing role, influencing
the landscape diversity very strongly. Tourist geographic position as well as transport
accessibility which is proximity to, main roads, airports as well as seaports. This principle
describes the accessibility of the destinations with potential of tourism from the sources of
demands of tourist as well as the possibility of reaching the tourist site very easily. The
development of good accessibility to the tourist destination is very important for the growth
of the tourism.
Gaurav Kashyap (2014) Historically, constructing a hotel with high standard has
always been a great task, but in these period of 21st century it is huge because of manifolds
growth in the prices of nearly each as well as everything that is needed to make a best
standards hotel. Hotels usually are a spectacular as well as beautiful display of architecture
merged with luxury at its best as well as conventionally are constructed in accord with the
futuristic as well as contemporary as well as distinction designs for the exterior outlook as
well as at the same time interiors are also provided a chic as well as edgy styles with an
detailed eye for details on every feature. Hotel Industry is ever changing as well as ever
evolving not only by its nature but also because of the requirement of an hour. New as well as
progressive concepts like Green Hotels, Healthy Hotels as well as Boutique Hotels have
emerged in the market of hospitality with time, leading to the evolution as well as growth of
new trends in the hospitality industry. Industry has always functioned in a same manner, ever
since the period of the first hotel of the world which is The Tremont. Hospitality Industry
offers to the people who are at a distance from their home places as well as are willing to pay
for the money of the services offered by the hotel.
Hilal Ahmad Mir (2014) The first and the foremost thing in the development of
tourism in undeveloped destinations would be to have a well-documented policy of tourism
because such destinations does not have a policy of tourism which should give equal
entitlements to all the stakeholders who are involved in tourism based activities like private
sector, nongovernmental organizations s as well as local people, As tourism is more than
anything else a private sector driven industry, it is important for government of India to
perform as a facilitator as well as not a regulator with related to tourism. Infrastructure
development with respect to tourism is absent. In India the undeveloped areas do not have
enough space for the construction of hotels as well as resorts to manage the rush of the tourist
rush in high seasons, transport facilities are lacking as well as sanitary conditions are very
pathetic. So there is a necessity for right maintenance as well as development of
infrastructure in undeveloped tourist destinations of India. ‘Institute of Hotel Management
(IHM), are located in many parts of India is performing a major role in imparting training to
the students who wants pursue their carrier in this sector.
Walid Youssef Montasser (2013) Quality with high standard is one of the most
expected by hotel guest's aspect of very nearly all service products. High as well as unique
quality is away to win hotel guests as well as make them loyal for a long period. Literature of
management proposes many approaches as well as concepts concerning how to deal with
quality of service. There are also large numbers of concepts which are very different how the
notion “service quality” should be perceive. Quality has been usually described as “fitness for
use” As well as “those features of product which fulfills hotel guests needs as well as thereby
offer satisfaction to the guests of the hotel”. These basic definitions are usually adopted as
well as can also be utilized in service management. Global competition as well as economic
liberalization is developing opportunities for hospitality industry. Each hotel utilizes
“quality” to compete with other hotels to increase their market share. Total quality
management is one of the significant quality development techniques, which many hotels are
utilizes to achieve success. Total quality management has been over large range implemented
across the world throughout different hotels. The implementation of total quality management
has given the hotels very positive results
Anthony Sathishet. al. (2014) Tourism Industry is one of the biggest, Eco friendly as
well as non-polluting industries in the globe, contributing towards the development of
economy. Tourism is considered over the globe as a significant instrument of development of
economy as well as generator of employment specifically in remote and backward areas.
Tourism has the capacity to rise at a top rate as well as make sure that significant expansion
of the infrastructure of the undeveloped tourist attractions. Today, tourism in Goa is not
limited only to beach tourism. The new areas like Heritage Tourism, Medical Tourism, Water
Sports, Eco Tourism as well as Adventure Tourism etc. are other attractions of tourism,
attracting tourists from all over the world to the Goa. Shopping is very important tourist
activity as well as its impact to the economy is highly significant. For large number of
tourists, trip is not complete without having spent time in the activity such as shopping as
well as tourists usually feel they cannot come back to their home without purchase of
something. Shopping is one of the significant activities of tourists instead of visiting places of
interest as well as entertainment. It is also a major contributor for the economy. Shopping by
the tourists is mainly beneficial for the local people in generating income by selling the
regional products.
Turgay Bucak (2014) Quality is very important factor for the hospitality industry in
obtaining better market share nowadays, therefore high standards of the quality management
is a must. Quality is described as the features collection based on the capacity to satisfy the
exact and discernible limits as well as possible needs of a product as well as service. There is
presently utilized another abstract idea together with quality. Service quality is defined as the
comparison of expectations of the service from the hotel guests with the actual performance.
Service quality: “is an evaluation with a main element cognitive aspect that move out as a
outcome of the comparison of the quality of the service that a hotel guests receives with the
quality of the service formed according to the expectations of hotel guests before the
purchase.” Because of the feature of an abstract idea “service”, service quality dissimilar
from its concept in businesses of the production. Service quality has both outputs in the end
of process of the production, and the way that service is offered or its form. Because the
services have abstract quality that is reason quality of service has also abstract structure.
Therefore, the term perceived quality of the service is utilized rather than the term of quality
of the service.
Anandrao Patil (2013) The impact of tourism on community is not only positive but
also negative. In recent year’s social as well as cultural effects of tourism on community is
witnessing aspect in geographical studies. Tourism is responsible for the developing economy
of the India as well as happen because of the large amount of money spend by the tourists on
boarding, purchasing arts, lodging, as well as processed foodstuffs, crafts articles, agricultural
produce, as well as entertainment. Tourism development encourages the entrepreneurs as
well as local people to invest in improvement of the accommodation facilities, social facilities
as well as amenities. Development of the tourism boosts the Indian economy in one hand as
well as on the other hand it increases inflation significantly. Price growth of commodities on
daily basis is a major problem today. Local employment is obtained mainly because of
tourism. Many employees are working in horse riding clubs, agro processing industries,
lodges, hotels, launch drivers, guides, photographers, hawkers, vendors as well as cab, taxi,
auto rickshaw drivers. Tourism is encouraging to not only individual but also families in
terms generating livelihood through the medium of tourism. Social effect of tourism on local
people shows that improvement in mannerism, communication skills as well as standard of
living.
Gloria Honny Asirifi et. al. (2014) Service quality includes a comparison of
expectations with actual performance. Quality of service is a calculation of how effectively a
delivered service meets the suppositions of the hotel guest. Service quality is the main driving
force for sustainability of business as well as in today’s competitive worldwide market place,
it is regarded that good quality service is important for the success of the hospitality industry.
The central attention of the evaluation of service quality is the hotel guest gap, the difference
between hotel guest’s expectations as well as perceptions of the service received because
expectations are the point of reference for the hotel guest before witnessing the service
whereas perceptions describes their service experience that the hotel guest have actually
received. Hence, hotels will make great effort to achieve to close or narrow this gap which is
between what is expected by the hotel guest as well as what is received hotel guest, to satisfy
the hotel guest as well as to create long period association with the guests of the hotel.
Service quality is the term which means interactive quality, physical quality as well as
corporate quality. The interactive kind of the service process effects in the hotel guest’s
evaluation of the service quality immediately after not only supply but also performance of
that service.
Madanlal Suryawanshi (2013) Geography is science which is very dynamic which
studies activities of the human in relation with natural environment. The subject of geography
interacts with the relationship shared by the spatial variables as well as so is termed a real
science. Therefore, concentrate on the subjects of the tourism is the current branch of
geography. Tourism industry is very important industry for the developing country like India
to reduce the problem of unemployment. Tourism always has been criticized for creating
many negative impacts on many of the destinations which tourists where visit. Tourism is
usually expressed as having three main types of impact on many of the destinations which
tourists where visit. These effects are environmental, socio-cultural as well as economic in
nature. Tourism offers an important number of beneficial socio-economic effects to any
country as well as locality which earns a steady flow of tourists. International tourists are a
very valuable source of foreign currency generation for the developing country like India. At
the same time, the forwarding of both domestic as well as foreign tourists produces a
cascading impact of new money through the economy by the multiplier effect.
Jounghae Bang et. al. (2013) Customer relationship management process was
considered as overall abstract idea of gain, regain as well as maintain stages. As estimated,
maintain stage was received to have important impact, but not any other stages. Again, most
of customer relationship management practice is mostly focused on the “maintain stage”, not
only larger but also more varied samples may be required to evaluate other stages. The stage
of terminate was found to have a very negative impact on satisfaction level. This expresses
that hotel guests would want to be regarded as valuable guests even though hotels may treat
them as not valuable guests. The purpose of termination reduces the satisfaction level. Subtle
as well as sophisticated tactics may be requires at the stage of the termination, tactics that are
not easily understood to the hotel guests, to improve customer relationship management
performance. However, the same purpose of termination develops the level of commitment to
hotel members. Commitment as well as Satisfaction had been considered as core variables for
the relationship quality, and it was understood that there are very strong positive relationships
with the Loyalty. Therefore, it must be designed to improve commitment as well satisfaction
levels.
Ashish Nag (2013) Ecotourism concentrates on wilderness adventures, local cultures,
personal growth, volunteering as well as learning new paths to live. It is typically described
as travel to the destinations where the cultural heritage as well as flora and fauna are the
primary attractions. Responsible ecotourism involves the programs that reduces the adverse
impacts of traditional tourism on natural environment, as well as improves the cultural
integrity and principles of the local people. India is the place which has huge potential to
enhance as an ecotourism spot. There are some bottlenecks as well as difficulties in
ecotourism. If these bottlenecks are looked after of, then the destination can be developed as
an attractive destination for the ecotourism. This implies solving as well as removing the
obstacles or constraints in terms of infrastructure, accessibility as well as quality of local
service. Accessibility part involves facilitating not only physical accessibility but also
accessibility in terms of knowledge as well as information. Ecotourism can be a significant
part of the economy of the destination because most of the visit of the tourists to the
destinations to have a feel of the beautiful as well as natural environment.
Jounghae Bang et. al. (2013) The concept of customer relationship management fit
would assist hotel managers perceive the importance of well-planned Internet usage for
customer relationship management process. The difference between cultural norm and the
hotel process for hotel guest knowledge were inspected empirically in the context of
customer relationship management. Customer Orientation was also significant factor for
satisfaction as well as commitment for the members of the hotel. A practical involvement is
that members of the hotel are likely to answer well to a recognized customer friendly with
corporate culture. It is widely considered that a well-executed plan of customer relationship
management raises profit because the retention cost of customer is 5 to 7 times less than
acquisition costs of customer as well as profit can be increased by 25% to 85% by
minimizing customer desertion by 5%. Therefore, to achieve better insights about practice of
customer relationship management, hotel need to inspect practice of customer relationship
management from relationship oriented, customer focused approach. Such a prospect of
customer relationship management will offer better theoretical background to increase the
perception of and enhance the practice of customer relationship management.
Ronnie Cheung (2009) Travel agencies exist basically as intermediaries between the
suppliers of travel services, such as hotels, airlines as well as tourists. Unlike distributors in
large number of industries, travel agencies do not interact with physical products but with
knowledge or information. Travel agent is expressed as a person who takes on a job for
another human being, who is the 'principal'. The principal in such a connection not only sets
the objectives of the job, such as selling of tickets, but may also power to influence the means
as well as manner in which the job has to be done. The fundamental function of a travel
agency can be widely summarized as the distribution, reservation, information as well as
services. Travel agency’s functions include the arrangement of transportation by sea cruises,
rail, air, bus, car rentals locally as well as abroad. Preparing personally escorted tours,
individual itineraries and group tours as well as selling of package tours. Arranging hotels,
resort motels accommodations, transfers of passengers, meals, sightseeing as well as luggage
between hotels and terminals, as well as special events such theatre tickets as well as music
festivals. Handling as well as advising on the details related to travel as well as baggage
insurances and foreign currency exchanges.
Kartinah Ayupp et. al. (2010) Except for the gender, other social demographics such
as race, age, length of service, academic qualification as well as salary do not significantly
effects perception of the hotel employees towards empowerment. The appropriate kind of
organizational conditions as well as management support, hotel employees at even the lowest
position can have a feeling of personal control in their work. Thus, the hotel management
must realize how to tap the creativity as well as potential of their employees. The
development as well as improvement of individual hotel employee must take into
consideration according to their not only capabilities but also attitudes as well as it should be
individualized. Employees who consider them to be empowered are involved personally in
self-development. This converts into continuous development as well as improvement in the
hotel. In order to ensure that hotel employees are aware of empowered, factors such as
training, coaching, participation, communication as well as reward must be offered because
of attention paid by the hotel management. The hotels must raise investment in training as
well as development of their employees because they can have mastery in their jobs.
S. Kumaran et. al. (2013) Madurai area is very famous for foods such as Chettinadu
which is very authentic, the tourism department should start an ethnic food restaurant. Food is
not highly hygienic which is served local restaurants as well as requires improvement in
sanitation. Tourist destinations are not clean as well as they must be well managed by the
Madurai Corporation. Thirumalai Naickar mahal need a good maintenance. Tourists visiting
to mahal are diminishing the walls by carving their names as well as spoiling such beautiful
monument. Meenakshi temple must be decorated still better with suitable lightning to create
more attractive in the night. English as well as other information among guides is not
adequate. Professional training can be organized to the tourist guides so that the salient
attributes of the temple city may be described to the domestic as well as international tourists.
Traffic as well as parking facilities is needed to be maintained well. Safety as well as security
is needed to provide to the tourists. Local transport is in good condition and name boards
were written in English. More number of trains in the day time is required to introduce from
Madurai to different destinations. More number of economy or budget hotels with a room
tariff from Rs.1000 to Rs.1500 may be built to meet the requirements of middle class tourists
of India.
Bela Muhi et. al. (2013) Hotels which utilize “green” abstract idea has made created
business outcomes as well as also created a significant contribution to protection to the
environment. The main objective of an abstract idea of “green hotels” which has turned
planetary very popular in the last ten years is to reduce water consumption, energy as well as
emissions of the carbon dioxide in order to prevent the environmental pollution. Ecological as
well as sustainable management of the hotel has many benefits on one hand it reduces the
expenses as well as on the other hand it expresses successful tool of the marketing. These
advantages have been considered by big hotel chains as well as that is the cause to growth in
the number of the hotels which are going accept “green” technology. More and more hotels
are making an attempt to offer greater number of stars that describes category of the hotel,
but at the same time they offer their best to make ensure of themselves in obtaining some of
the “green” certificates. Expansive as well as uncontrolled development of tourism over the
recent decades, accompanied by several adverse environmental, social as well as cultural
impacts imposed the requirement to widen this activity in the idea of sustainable
development.
Anukrati Sharma (2013) Rajasthan is the land of warriors and kings as well as is
popular for its art, craft, heritage as well as culture. Rajasthan is a combination of all the
products of tourism. Foreign tourists as well as domestic tourists both can take delight of
whatever they wish as well as whatever they demand from a tourist destination. This state
represents a great diversity in all its type, be it, dialects customs, culture, people, costumes,
cuisines as well as music. No other region in the nation gathers the several paradoxes of the
India, as does the land of desert of the Rajasthan. Unexpected lakes, temples as well as forest
glens seem like mirages in the Rajasthan’s deserts. There is romance in forts, palaces as well
as arts of Rajasthan, gallantry retold in legends as well as ballads. Then there are sanctuaries
in Rajasthan sheltering the rich as well as varied species of flora as well as fauna. The
shinning Thar Desert belt attracts with a rare as well as amazing sight. Rajasthan has all thing
for each age group of the tourists. The tourist can visit the Rajasthan with the motive of
enjoyment, relaxation, medical, wedding, adventure, knowledge, sports, pilgrimage, cultural
as well as now a day with the motive of meetings, incentive, conferences, exhibitions as well
as literacy tourism. In Rajasthan “The tourist comes to experience the glories of the past as
well as to take pleasure of the beauties of the present”.
Fei Long Liu (2013) Satisfy the commitment to the hotel guest in order to ensure better
corporate reputation. This commitment determines on the continuous attempts of hotels as
well as it will also affect expectations of the hotel guests as well as judgments of the hotel in
the upcoming times. The realization of this commitment related on the action of the hotel as
well as the process of satisfying the commitment is the series of actions of formulating
corporate reputation. Single star hotels can gain trust of the hotel guests by regularly
supporting out its commitments, and then the popularity as well as reputation of the hotel will
be enhanced. Implement the management innovation as well as service actively. Basic
commitments to the hotel guests are understood by the hotel, which have been recognized by
the hotel guests, but this simply has reached the almost basic needs. Only the management as
well as service innovation focused on the brand positioning of the hotel can make hotel
guests more satisfied. Its reputation is created with difference with the other hotels. Service
creation of the hotel including service personnel, service mode, services projection as well as
service facilities etc.
Ramesh U. (2011) Descriptive brochures as well as images on the Ayurveda
Medicare, which relate to its unique qualities as well as is tailored for the target markets,
must be formulate for utilization in the destination marketing vehicles. In fact, in researching
about the wellness tourism in Kerala based on Ayurveda on the internet, it is not very easy to
know where to check for specific questions about the local medical residency as well as
healthcare system requirements. Hence every point of entry for individual tourists seeking for
the medical care options in Kerala has to be established, launched as well as monitored. It is
also estimated that developing value conscious tourists will insistent more as well as good
information about products and hence a good realization of psychographic tourist’s behavior
will create more accurate identification of tourists’ segments and sub segments. Producing a
short film on the opportunities can be created by the medical tourism in Kerala as well as
request airplay on the Air India as well as other International flights with both boundary and
distant. Attempt to find the opportunities to comprise in this film in other concerts including
websites of hotels willing in offering quality care options. Information of Multimedia travel
kiosks have to be put in a number of addresses containing hotel lobbies, at state welcome
centers as well as tourist attractions.
Stella Zountaet. al. (2009) Costing records describe information of financial as well
as non-financial related to the resources consumption as well as acquisition by a financial
unit. It offers relevant information to not only financial accounting but also managerial
accounting. Costing in a business of hotel is comprised of a set of techniques as well as
concepts that purpose to alleviate the analysis, gathering as well as utilization of historical
costs as well as other cost categories for utilization in the decision making process. Hotel
executives required accurate as well as timely information about their costs, as would their
manufacturing corresponds. However, because of differences in the nature of services and
activities provided by the hotels including range of provided services, idle costs, cost
structure, geographical distribution of the hotels that belong to the hotel chain as well as
several costing systems utilized by manufacturing industry are not useful for use in the hotel
industry. There are no references which are very extensive in the research literature of
international on the utilization of costing by businesses of tourism as well as especially
hotels. Over the past few years, there is important research interest incosting the managerial
accounting offers in the hotel sector.
Pranab Das (2014) Water problem of Shimla must be solved by supplying bulk water
from river Pabber as well as Giri. Old water pipe line must be replaced and maintenance of
pipe lines as well as reservoirs must be performing in a regular interval. Rain water
harvesting could be better alternative for conservation of water in Shimla. Shimla is getting
sufficient amount of rainfall as well as that must be preserved. Government could take
different methods like tax relaxation as well as deduction on electric bill etc to encourage
hoteliers as common people. Several hotels have already chosen rain water harvesting plan.
Shimla has become very congested so it is very essential to construct an alternative of the
Mall so that maximum activities of tourism could be taking the place from the city core. In
this context more resource of the tourism such as park, amusement park as well as
entertainment arena could be constructed in sub urban areas. Because of fragile mountain the
development of metro rail could not be possible in Shimla. But Mono Rail, Sky Bus, cable
car could be established as System of Light Abundance Fast Movement. This System of
Light Abundance Fast Movement could be joining the sub urban areas with the city core. In
this method, regular problem of traffic could be solved and condition of the environment
could be improved.
Glenda A. Delizo et. al. (2013) The hospitality industry is certainly completely aware
of this trend as well as fully trying to contribute its proportion in this effort. In fact, the
hospitality industry has understood that during those early sudden attack into cyberspace, the
hospitality industry didn’t see e-booking strategically because many hotels simply regarded
online room bookings at the time as a path to pick up more business by selling inventory
which is distressed by those online travel agencies as well as provided too much control of
inventory as well as pricing to those online travel agencies which are third party. Now the
hospitality industry is in the difficult position of willing to take back the reins after early
patterns of shopping have been established. While the pressure of selling their inventory
rooms with online mode will be continuing, the hospitality industry has prepared its new
online strategy willing to get a good grip on this emerging channel of marketing. Online
system has developed gradually to be an important quality in support of computer software
operators of all kinds. Such a service offers information, most of the time in text form, about
entertainment, education, news, shopping, business, and more.
Proshanta Kumar Ghosh et. al. (2012) The conception of sustainability in instance
of coastal tourism completely acknowledges that environmental as well as social
sustainability cannot be observed in isolation. Development of tourism in Kovalam has been
the main catalyst for a broader spectrum of the environmental as well as social changes.
Ranging from prominent rates of beach erosion to the coastal pollution as well as eventual
devastation of the coastal biodiversity, Kovalam has faced many problems because of
unsustainable practices of tourism as well as its social life has also been changed very
drastically. The emergence of the sex tourism in the way of prostitution, massage parlors as
well as increasing of alcohol serving bars are the only some examples of this changes.
Another significant effect of unplanned as well as uncontrolled tourism is the not permitting
on easy access to the beaches. For ages, the use of these beaches is done as the central places
for all festive as well as ritual activities such as fishing, canoeing, afternoon walks as well as
rests. However, with the arrival of tourism, related virtual as well as real restrictions on the
beach accessibility, these activities cannot be carried out there in the similar manner. The
private as well as public enterprises the local communities can support for solving such
problem.
Vaskar Sengupta et. al. (2012) The comprehensive automation of the series of
actions like functions of front office in the hotels are going to be the subsequent of industry
of hotels, as it will abolish the use of manpower, excessive operation cost, as well as
ineffectiveness. The technology utilized for comprehensive automation in the department of
front office can also be combined with insurance, travel section and banking so that by only
single point a hotel guests can use all the services, this will enhance the quality of service
needed in industry of tourism as well as it will also reduce the cost as well as improve the
customer satisfaction. The utilization of applications is a beneficial to budget hotels because
it will assist these hotels in maintaining the less operation cost with great levels of services.
With the rise in magnitude of function the enormous hotels will also need to accept such
inventiveness of automation because they can give effective as well as reliable services to
tourists at moderate cost. The software utilized in hotels is a entirely coherent suite of
services that can be simply merged for establishment at any size hotel from the one stand
alone hotel to environments of diverse branded global chain of hotel. This software includes
sales and catering, quality management, property management as well as mixed use of hotel
room management.
Pankaj Sharmaet. al. (2014) Tourism has always played a significant role in the
Indian economy because it is the third most important sector of national economy. Within the
tourism industry across the globe, ecotourism is one of the rapidly developing sectors. The
World Tourism Organization has estimated very recently that ecotourism is very important
because it is nature based tourism which accounts for 20% of worldwide international travel.
In the region of Asia Pacific, ecotourism has developed rapidly than any other form of
Tourism. Ecotourism has been expressed by the Society of Ecotourism as ‘travel which must
be responsible to natural areas which improves the welfare of local people as well as
conserves the environment’, a definition which gives very importance to the ecotourism
because it has positive impacts on the environment as well as local people. The Government
of India knows the importance the ecotourism because it can contribute to the environment
preservation. Eco-tourism as a concept focuses on the nature of the tourism as well as
emphasizes conservation, associated to local communities, sustainability as well as biological
diversities. Eco tourists are usually motivated because they want to experience tribal culture,
which have a affirming and positive effect on that culture.
G.P. Prasainet. al. (2014) Hotels are the main part of hospitality as well as tourism
industry, is service very intensive, as well as consequentially depends strongly on its human
resources. In each subsector, the largest investments, the most advanced equipment as well as
luxurious buildings will unsuccessful if the human or personnel aspect of the hotel is not
carefully managed of. Human resources are the most significant resource of hotels has
because when we talk about the hospitality we talk of about the service, where the person
who offers it, is an essential part. Both the hotel guests and hotel employees affect
development of service as well as human resources are the point origin for success in
organizations of hospitality. Thus, the hospitality industry as well as specially the tourism
sector, considering its key characteristics, more than any other industries, faces the
requirement to put in practice of the management practices of human resources. Because of
the character of the personal service function involved, in almost developed countries, both
industries employees as well as broader society see the hotel as well as catering employees as
a comparatively low status. Besides, the hospitality sector has some significant features that
required specific strategies namely, a large proportion of unskilled employees, high rates of
turnover as well as low wages.
Vesna Vujacic (2014) Culinary tourism is a segment of cultural tourism, and can be
expressed as the understanding of a unique as well as unforgettable experience in the food as
well as drink consumption. National kitchen is considered of the cultural hallmark of every
country. Tourists are willing to become well known with these characteristics of a country
particularly because consumption of food is one of the basic needs of a human as well as also
one of three most favorite activities of the tourists. Consumption of food put a very
significant impression on the gastro tourist as well as it is one of the most essential aims for
movement. The thing which makes culinary tourism very significant is that it is enjoyed by
the tourists throughout the whole year. Hazard Analysis and Critical Control Point system is
based on the science, systematic as well as rational approach for the identification, assess as
well as risks control in the production process, preparation and processing as well as use of
food, for confirming that food is safe for tourists, that it does not have an unacceptable risk to
health of human. The microorganisms that cause diseases that the Hazard Analysis and
Critical Control Point system concept can eliminate or reduce completely.