CURRENT TRENDS AND DEVELOPMENT IN

HOSPITALITY INDUSTRY  

DISSERTATION SUBMITTED TO THE NATIONAL COUNCIL FOR

HOTEL MANAGEMENT & CATERING TECHNOLOGY NOIDA &
INDIRA GANDHI NATIONAL OPEN UNIVERSITY, NEW DELHI

IN PARTIAL FULFILLMENT OF THE AWARD OF DEGREE

REQUIREMENT FOR THE DEGREE OF B.SC IN HOSPITALITY
AND HOTEL ADMINISTRATION

Under the Guidance of:

Mrs. Priyadarshini Seth
Faculty and Co-ordinator
By
JAIDEEP SINGH BAGGA
NCHM ROLL No. 2041115126
Manish Kumar
NCHM ROLL No. 2041115160
Manish Kumar
NCHM ROLL No. 2041115161
Mayank Verma
NCHM ROLL No. 2041115165
Batch- (2020-2023)

INSTITUTE OF HOTEL MANAGEMENT, CATERING

TECHNOLOGY AND APPLIED NUTRITION SECTOR-G
ALIGANJ LUCKNOW
(U.P.) 226024

1
 CURRENT TRENDS AND DEVELOPMENT IN HOSPITALITY
INDUSTRY  

DISSERTATION SUBMITTED TO THE NATIONAL COUNCIL FOR

HOTEL MANAGEMENT & CATERING TECHNOLOGY NOIDA &
INDIRA GANDHI NATIONAL OPEN UNIVERSITY, NEW DELHI

IN PARTIAL FULFILLMENT OF THE AWARD OF DEGREE

REQUIREMENT FOR THE DEGREE OF B.SC IN HOSPITALITY
AND HOTEL ADMINISTRATION

Under the Guidance of:

MRS. PRIYADARSHINI SETH
(FACULTY AND CO-ORDINATOR)

By
JAIDEEP SINGH BAGGA
NCHM ROLL No. 2041115126
Manish Kumar
NCHM ROLL No. 2041115160
Manish Kumar
NCHM ROLL No. 2041115161
Mayank Verma
NCHM ROLL No. 2041115165
Batch- (2020-2023)

INSTITUTE OF HOTEL MANAGEMENT, CATERING

TECHNOLOGY AND APPLIED NUTRITION, SECTOR-G
ALIGANJ LUCKNOW

2
 DECLARATION

We Jaideep Singh Bagga, Manish Kumar, Mayank Verma Manish

Kumar are bonafide student of B.S.c in hospitality and hotel administration
in institute of hotel management and catering and nutrition Lucknow hereby
declare that the Dissertation entitled “CURRENT TRENDS AND
DEVLOPEMENT IN HOSPITALITY INDUSTRY” submitted by us in
partial fulfillment of the requirements for the award of the degree of B.S.c in
Hospitality Administration is our original work.

Date: Signature of Candidate

Place:

3
INSTITUTE OF HOTEL MANAGEMENT, CATERING &NUTRITION
LUCKNOW

CERTIFICATE

This to certify that the dissertation entitled “CURRENT TRENDS AND

DEVELOPMENT IN HOSPITALITY INDUSTRY” is a bonafide work done
by Jaideep Singh Bagga, Manish Kumar, Manish Kumar, Mayank
Verma [Enrollment no-2041115126, 2041115160, 2041115161,
2041115165] in partial fulfillment of the requirement for the award of
the degree of B.Sc. in Hospitality Administration during the academic
year 2020-2023.

Place: MRS. PRIYADARSHINI SETH

Date: Faculty &Coordinator
IHM Lucknow

4
 ACKNOWLEDGEMENT

With due respect we would like to present our gratitude M.K. Dash principal
IHM Lucknow, Mr.R.K Singh (H.0.D.) for their support in providing
opportunity to take this project.

We also like deliver our courtesy to Mrs. Sujata Mathur (Senior Faculty and
ordinator) who's persistence monitoring and guidance helped us in
developing this project.

We would like to thank all other people who provided us with the resources
to conduct our study. Their help and assistance was very valuable and so we
would like acknowledge them as well..

With this our sincere thanks and regard are for Mr. Rohan Dhamija for
instructing us be specific and helped us in constructing this project. And
above all we bow in on of almighty to give us wisdom for making this
project a worthwhile.

5
 TABLE OF CONTENT
INTRODUCTION

 THE TERM HOSPITALITY

 CLASSIFICATION OF HOSPITALITY IN THE WORLD
 HOSPITALITY INDUSTRY – AN OVERVIEW
 EVOLUTION
 REGULATIONS
 WORLD SCENARIO
 TRENDS IN HOSPITALITY SECTOR
 SCOPE OF THE STUDY
 FOCUS OF THE STUDY
 OBJECTIVES OF THE STUDY

REVIEW OF LITERATURE

RESEARCH METHODOLOGY

 RESEARCH DESIGN
 AREA OF STUDY
 UNIVERSE OF THE STUDY
 SAMPLING
 TOOLS & TECHNIQUES FOR DATA COLLECTION
 DATA COLLECTION
 SURVEY METHODOLOGY
 SAMPLE DESIGN
 DATA ANALYSIS

DATA ANALYSIS AND INTERPRETATION

CONCLUSION

REFERENCES

6
INTRODUCTION

7
 INTRODUCTION
The first traces of hospitality are found in the old slavery countries (Egypt,

Greece, and the Roman Empire). Technological inventions, the emergence

of means of transport, economic and cultural progress, and increased leisure

and wanderlust influenced the development of the hospitality throughout the

history. Today, hospitality and its basic and specific complementary services

encourage and enable tourism development in a place, city or country as a

whole. Preparation and service offering in hospitality industry employ a

large number of employees and use products of a large number of industries,

which enables this activity to participate in the overall economic and social

development of the areas in which it operates.

THE TERM HOSPITALITY

‘Hospitality is an economic activity which organizes, provides and meets the

needs of guests for overnight stays, food and beverages.’

‘Hospitality can be considered as a production and service industry.

Preparing food and drink is under production industry while providing

accommodation and serving prepared food and beverages are under service

industry.’

8
‘Hospitality is and economic activity that provides accommodation, food

and beverages, and other services to local people, tourists, visitors, business

people, participants in various scientific, political and professional

conferences ad other. Hospitality in its offer includes various contents for

people concerned for their health. Improper diet, stress, pollution and other

problems of modern living require that hospitality industry expands its offer

with recreational, sporting and other various contents. ‘

‘Hospitality is economic activity that is different from others not only in

terms of the scope of business subjects (providing accommodation, food and

beverages), but also by its specific characteristics. Hospitality has special

technological and production and service work process, separate

organization, special ways, content and form of carrying out the service.’

‘The term hospitality involves providing services of accommodation, food

and beverages. Hospitality as a complex economic activity which, besides

meeting needs for accommodation, food and beverages, meet other social,

cultural, health and other needs. ‘These types of needs motivate people to

visit particular tourist destination or seek a particular services in hospitality

facilities. Hospitality provide vacation, leisure, recreation, summer

vacations, visits to certain places, trips, food to local people or tourists,

rehabilitation after illness, etc.’

9
‘Hospitality as an economic activity is classified as a group of tertiary

activity or service industry because food and beverages are prepared or

produced and at the same time sold and consumed. Therefore, hospitality is

economic activity for providing service such as accommodation, food,

drinks, preparation of hot and cold beverages, and a variety of other

complementary or ancillary service. ‘

Based on the above definitions, it can be concluded that the hospitality is a

complex production service economic activity which besides

accommodation, food and beverages offers a variety of complementary and

ancillary services in order to meet modern needs, demands and desires of

tourists customers.

CLASSIFICATION OF HOSPITALITY IN THE WORLD

Based on years of research, a prominent scientist in the field of hospitality

Ivan Marošević classified modern hospitality into three basic groups:

1. Hospitality which includes hotels, motels, all-suite hotels, tourist

apartments, tourist resorts, inns and guest houses. In broader sense,

hospitality also includes other facilities that provide

accommodation such as camping sites, holiday homes, youth

10
 hostels, rooms for rent, resorts, hiking and hunting lodges and

boarding houses.

2. Restaurant industry which includes restaurants, taverns, grills,

pizzerias, bistros, fast food facilities, patisseries, catering and

canteens.

3. Bars which include night bars, night clubs, disco bars, cafes, cyber

cafes and coffee shops. In a broader sense, entertainment centres,

beer halls, buffets, pubs and pothouses. ‘

HOSPITALITY INDUSTRY – AN OVERVIEW

Hospitality is all about offering warmth to someone who looks for help at a

strange or unfriendly place. It refers to the process of receiving and

entertaining a guest with goodwill. Hospitality in the commercial context

refers to the activity of hotels, restaurants, catering, inn, resorts or clubs who

make a vocation of treating tourists.

Unique efforts are put in by government and all other stakeholders,

including hotel owners, resort managers, tour and travel operators and

employees who work in the sector, Indian hospitality industry has gained a

level of acceptance world over. It has yet to go miles for recognition as a

world leader of hospitality. Many take Indian hospitality service not for its

quality of service but India being a cheap destination for leisure tourism.
11
With unlimited tourism and untapped business prospects, in the coming

years Indian hospitality is seeing green pastures of growth. Availability of

qualified human resources and untapped geographical resources give great

prospects to the hospitality industry. The number of tourists coming to India

is growing year after year. Likewise, internal tourism is another area with

great potentials.

The hospitality industry is a 3.5 trillion dollar service sector within the

global economy. It is an umbrella term for a broad variety of service

industries including, but not limited to, hotels, food service, casinos, and

tourism. The hospitality industry is very diverse and global. The industry is

cyclical; dictated by the fluctuations that occur with an economy every year.

Today hospitality sector is one of the fastest growing sectors in India. It is

expected to grow at the rate of 8% between 2007 and 2016. Many

international hotels including Sheraton, Hyatt, Radisson, Le Meridien, Four

Seasons Regent, and Marriott International are already established in the

Indian markets and are still expanding. Nowadays the travel and tourism

industry is also included in hospitality sector. The boom in travel and

tourism has led to the further development of hospitality industry.

In 2003-04 the hospitality industry contributed only 2% of the GDP.

However, it is projected to grow at a rate of 8.8% from 2007-16. This will

12
place India as the second-fastest growing tourism market in the world. This

year the number of tourists visiting India is estimated to have touched the

figure of 4.4 million. With this huge figure, India is becoming the hottest

tourist destination. The arrival of foreign tourists has shown a compounded

annual growth of 6 per cent over the past 10 years. Besides, travel and

tourism is the second highest foreign exchange earner for India. Moreover, it

is also estimated that the tourism sector will account for nearly 5.3 per cent

of GDP and 5.4 per cent of total employment.

EVOLUTION

Hotel Industry in India has witnessed tremendous boom in recent years.

Hotel Industry is inextricably linked to the tourism industry and the growth

in the Indian tourism industry has fuelled the growth of Indian hotel

industry. The thriving economy and increased business opportunities in

India have acted as a boon for Indian hotel industry. The arrival of low cost

airlines and the associated price wars have given domestic tourists a host of

options. The 'Incredible India' destination campaign and the recently

launched 'Atithi Devo Bhavah' (ADB) campaign have also helped in the

growth of domestic and international tourism and consequently the hotel

industry.

13
According to a report, Hotel Industry in India currently has supply of

110,000 rooms and there is a shortage of 150,000 rooms fuelling hotel room

rates across India. According to estimates demand is going to exceed supply

by at least 100% over the next 2 years. Five-star hotels in metro cities allot

same room, more than once a day to different guests, receiving almost 24-

hour rates from both guests against 6-8 hours usage. With demand-supply

disparity, hotel rates in India are likely to rise by 25% annually and

occupancy by 80%, over the next two years. This will affect the

competitiveness of India as a cost-effective tourist destination.

To overcome, this shortage Indian hotel industry is adding about 60,000

quality rooms, currently in different stages of planning and development,

which should be ready by 2012. Hotel Industry in India is also set to get a

fillip with Delhi hosting 2010 Commonwealth Games. The future scenario

of Indian hotel industry looks extremely rosy. It is expected that the budget

and mid-market hotel segment will witness huge growth and expansion

while the luxury segment will continue to perform extremely well over the

next few years.

WTO/GATS and Indian government policy and restrictions for the

Hospitality Industry

14
Hospitality is one of the world’s largest and fastest-growing industries and

its importance for economic development is widely acknowledged. What

makes hospitality different from many other services is that the supplier

stays where he is, and the tourist comes to him rather than the supplier

taking his services to the consumer. Hospitality can thus play a key role in

poverty alleviation, bringing jobs for unskilled or semi-skilled workers in

hotels, resorts and at cultural sites, as well as encouraging job creation in

supply industries.

These are all critical contributors to growth in developing economies. But if

hospitality is to offer a sustainable path to poverty alleviation, policies are

needed to ensure that the benefits are shared and spread to poor

communities, and that measures are taken to minimise the adverse impact of

tourism on the environment.

The importance of the tourist sector is reflected in the relatively liberal

environment currently in place in most countries. Nearly 130 World Trade

Organization (WTO) members have made commitments to open up their

tourist sector, more than for any other service sector, reflecting a desire to

expand tourism and attract foreign direct investment.

But there is still a great deal of scope for developing countries to expand

tourism and the opportunities it offers for socio-economic development. One

15
factor restricting such growth is a lack of adequate services and

infrastructure, such as transport, telecommunications, financial services, or

electric power and sewage treatment facilities. Any country wanting to boost

its tourism industry also needs to be able to build hotels, provide an

adequately educated and trained workforce, and advertise for tourists.

Opening up markets to trade in services and investment, could substantially

contribute to the development of tourism. But any market opening needs to

be properly designed and implemented, taking account of the social and

environmental impact, if sustainable tourism and growth are to be achieved.

How does tourism affect the economy?

The tourism sector has suffered from a lack of political and popular support

in many countries because its economic importance has been

underestimated. The industry and its impact can be difficult to define and

measure since it comprises sellers of many heterogeneous products. The

WTO’s General Agreement on Trade in Services (GATS) offers a relatively

limited definition of tourism, which excludes a number of related services

such as computer reservation systems, cruise ships and many other transport

services, or hotel construction. International efforts to improve measurement

of the economic impact of tourism led to the development of the Tourism

16
Satellite Account (TSA), which attempts to provide a credible measure of

the true contribution of tourism to a national economy.

Broadly defined, tourism could be regarded as one of the world’s largest and

fastest growing industries. According to the World Travel and Tourism

Council (WTTC), an organisation made up of executives from the travel and

tourism industries, the contribution of travel and tourism to worldwide gross

domestic product (GDP) will rise from 10.3% (USD 4,9 billion) to 10.9%

(USD 9 billion) between 2006 and 2016.

The sector is a major direct employer and supports a much wider indirect

employment base in supplying industries. Employment is estimated by

WTTC at 234 million jobs in 2006, 8.7% of total worldwide employment or

1 in every 12 jobs. Direct employment growth in 2005 was estimated at 2.1

million new jobs, 6.5 million counting indirect job creation. Tourism is a

key export for many developing countries and a crucial (often the leading)

source of foreign exchange. Tourism is also a complex industry. It can

generate significant economic activity through linkages with other

industries, such as agriculture, manufacturing and other services. Tourism

can boost demand for goods and services – food, construction, transport –

from other sectors; the tourism industries that sell goods and services to

tourists can also sell products to businesses in other sectors. OECD analysis

17
finds that tourism is linked in this way to more other industries than the

average services sector, suggesting that tourism may be one of the most

interconnected services sectors in many economies.

In India, for example, tourism is perhaps one of the most interconnected

services sectors in the economy. It is one of the largest sectors in terms of

demand for goods and services from other sectors (“backward linkages”),

surpassed only by manufacturing, the electricity sector, health and social

work, and non-tourism-related air transport, hotel and restaurant activity.

Indian tourism is also above average in generating supply of goods and

services to other sectors (“forward linkages”).

Access to an adequate supply of goods and services can be vital to

developing a successful tourism sector. If food, building materials,

electricity supply or a trained workforce is in short supply or expensive, it

can hamper the growth of tourism. A range of bottlenecks have been

identified in developing countries that need to be addressed to strengthen

backward linkages and unleash growth in the sector. Building service

capacity figures prominently on the list (see Box 1).

Country Constraint Policy response and effects

18
India Restrictive air transport policies and
capacity constraints of Air India.
Insufficient airport capacity.
National deficit of hotel rooms.
Inadequate access to investment capital.
Limited promotion and marketing
compared to Asian neighbours.
Inadequate national training and education
in the hospitality and catering services
and more generally in the tourism
industry.
Steps to privatise Air India and open domestic routes to new carriers.
Open skies pursued and signed
with Australia and the US. Resulted in more airlines operating domestically
and internationally, greater private participation in airports and a boost in
demand.
Opened FDI in tourism and took steps to improve land availability. In
2005 the Ministry of Tourism proposed to the State Governments to
identify hotel sites and make them available on suitable terms. As a
result, at least 50 non-Indian hotel chains planned to enter the market as
of April 2007.
New reforms were introduced in 2005. Foreign banks are allowed to
establish a wholly owned subsidiary
(WOS) or convert existing branches into WOS.
Promotional expenditure for tourism significantly increased since
1999/2000. The Government acknowledged the importance of
increasing public- private partnerships in tourism marketing.
Creation of the Advisory Tourism Board charged with providing policy
guidelines in tourism training.
21 Government-run Hotel Management and Catering Technology
Institutes and 14 Food Craft Institutes were established. The Government
also recognised that more needs to be done including by promoting
partnerships with the private sector.
19
20
 INDIAN GOVERNMENT POLICIES AND RESTRICTIONS

Hospitality sector in India is governed by a regulatory framework described as

under:

21
22
23
REGULATIONS

The raft of legislation governing the hospitality industry can be divided into

three sectors. The first governs the construction and commissioning of

hotels, restaurants, guest houses and other establishments, and includes the

Foreign Exchange Management Act, the industrial licensing policy, the

Transfer of Property Act, and various development control orders issued by

central and state governments and local municipal councils. The second

governs the operation, maintenance and management of establishments, and

the health and safety of occupants. This legislation includes the Indian

Contract Act, health and safety laws, insurance laws (notably public liability

insurance), and fire safety and hygiene regulations. Establishments must

obtain various licences, such as a liquor licence, dance licence, lodging

house licence, eating house licence, police permissions, a licence under the

Shop and Establishment Act, or a licence under the Food and Drug

Administration Act, all of

which are granted on an annual basis. If an establishment fails to meet the

requisite criteria the licence is not renewed, effectively closing down the

business. The third set of rules governs taxation, employment and other

contractual relationships. This includes laws on income tax, service tax,

expenditure tax, excise duty, luxury tax, entertainment/ amusement tax, as

24
well as laws on pension, gratuity and provident funds, and other

employment laws.

WORLD SCENARIO

Growth rate:

The travel and tourism sector continues the momentum of the last few years.

By 2011 it will contribute more than $US 9.3 trillion to world economic

activity – more than 10% of total spending. More than one in 12 jobs today

is in tourism. In spite of the ups and downs of the economy, tourism is

extremely resilient in the face of external factors. There was a record overall

growth rate of 6% for 2007, and a very healthy growth rate of 4%- 5% is

projected over the next ten years (United Nations World Tourism

Organization).

 Top players:

Players Headquarters Logo

1 IHG Denham, United

(InterContinent Kingdom

al Hotels
25
 Group)

2 Wyndham Parsippany, New

Hotel Group Jersey

3 Marriott Bethesda, Maryland,

International United States

4 Hilton Hotels

Corp.

5 Accor Courcouronnes,

France

6 Choice Hotels Silver Spring,

International Maryland, U.S.

7 Best Western Phoenix, Arizona,

International United States

8 Starwood White Plains, New

Hotels & York

Resorts

Worldwide

26
9 Carlson Hotels Minnetonka,

Worldwide Minnesota, USA

1 Global Hyatt Chicago, Illinois,

0 Corp.  United States

1 Westmont Toronto, Canada

1 Hospitality

Group

1 TUI AG/TUI Hanover, Germany

2 Hotels &

Resorts

1 Jin Jiang Shanghai, China

3 International

Hotels 

1 Golden Tulip Amersfoort,Netherlan

4 Hospitality ds

Group

1 The Rezidor Brussels, Belgium

5 Hotel Group

27
 1 Sol Melia Palma de Mallorca,

7 Spain

TRENDS IN HOSPITALITY SECTOR

Trends that will shape the future of hospitality sector are:

1. Low Cost Carriers

2. Budget Hotels

3. Service Apartments

4. Technology

5. Loyalty Travel

1. Low cost carriers: Travelers in general are more price sensitive to airfare

than they are to

hotel room rates. Often a low airfare will stimulate demand for travel even if

hotel prices are

increasing. LCCs are a good option for business travelers, as they have

advantages like low

costs, more options and connectivity.

2. Budget hotels: More than 50 per cent of occupancy of a majority of

hotels comes from the business travel segment. The average room rate
28
(ARR) realized from business travelers is normally higher than from leisure

travelers.

Heightened demand and the healthy occupancy rates have resulted in an

increase in the number of budget hotels. Some of the new players entering

into this category of hotels include Hometel, Kamfotel, Courtyard by

Marriott, Country Inns & Suites, Ibis and Fairfield Inn.

3. Service apartments: The concept of service apartments, though a recent

phenomenon in

India, is an established global concept. Villas in Spain, flats in the UK and

apartment complexes in the US have all created a viable market for those

who want more than just a room in a hotel.

Service apartments are the latest trend in accommodation, offering the

comfort and convenience of a home without the hassles of having to

maintain or look after it. Ideally suited for medium to long staying guests,

service apartments are a natural choice for corporate employees or

expatriates relocating to a particular city, non-resident Indians visiting the

country for long spells and foreigners visiting the city for long durations.

4. Technology: Travel and technology have become inseparable.

Technology is making its own advances with high-tech video conferencing

29
facilities, web cameras and virtual reality mode of conferencing. On-line

bookings, e-ticketing, Wi-Fi Internet connectivity, easy access to

information, etc. are just a few areas where technology has completely

changed the way we travel.

CURRENT TRENDS IN HOSPITALITY INDUSTRY

Contemporary needs, demands and desires of a tourists customers (increased

need for security and preservation of health; emphasis on ecology and

healthy food; pure nature stay; growing demand for adventure activities and

excitement; convention facilities and incentive offerings; visits to towns, big

sports, cultural, religious, business events; new travel motivation) have led

to the emergence of new trends in hospitality offering design. Current

hospitality trends include:

1. Wellness and spa hotels

Release from the stress and desire to improve the quality of life has led to

the emergence of wellness and spa hotels. Business philosophy of wellness

and spa hotels include face and body care, health promotion with various

wellness and spa methods, mental training and special wellness diet. Some

counties with developed tourism are developing wellness and spa tourism,

30
while some tourist destinations are gradually being profiled as wellness and

spa destinations.

2. Boutique hotels

Boutique hotel is a term lately heard very often in demands of the world

famous jet- setters and tourist with high purchasing power. Typical boutique

hotels include originally decorated interior, specially designed rooms and

suites furnished with a lot of style and detail, exclusive lounge bar, excellent

range of food and beverages, and hotel capacity is between 10 to 15 rooms.

Due to their success on the market, some well-known international hotel

chains have also developed boutique hotels under its brand (W Hotels, Small

Luxury Hotels of the World). ‘Boutique hotel does not have to be rebuilt, it

does not have to be a new building, it can be converted old buildings,

castles, historic buildings, monasteries, villas or larger old farmhouses. Its

location may not be a fashionable tourist destination. This type of hotel may

be at the seaside, mountain, lake or in the countryside. It should only make

profits as other types of hotels, since invested funds should be returned and

enriched.’8

3. All-inclusive hotels

31
All-inclusive hotels can be found in Mediterranean countries and exotic

tourist destinations. Hotels with all-inclusive service are often chosen by

families with children and tourists who will spend most of their time in the

hotel complex, either at the beach or by the hotel pool. Modern all-inclusive

service includes rich buffet breakfast, lunch and dinner, afternoon and late

night snack, day and evening entertainment for children and adults, spots

facilities (tennis, football, basketball, handball, volleyball...).

4. Hotel animation

In recent years, animation has become an important component of the hotel

offers aiming to fill guests’ free time. Every serious hotel resort, if wanting

to meet modern demands and needs of the guest, pays special attention to

this important segment of drawing up a variety of activities for all age

groups. Major role in the realization of entertainment,

sports and recreational facilities have hotel animators. ‘Animators create a

special atmosphere among the guests with their activities. Depending on the

structure of guests and the hotel category, animators are mostly taking care

of guests by organizing their free time, encouraging them to do various

activities for recreation, entertainment and relaxation.9

32
‘Up to now, animators have been usually identified with the trainer (guide)

for sports from tennis to spear fishing or windsurfing or animator for

evening of games and dances. Now, however, their participation is required

in all activities of the hotel such as hotel guide; organiser of visits,

excursions, events, meetings, and congresses; interest initiator for games,

art, history, natural beauty of the place, crafts, local cuisine, folklore, and

folk festivals.’10

5. Online search and booking

Modern consumers are increasingly facing the Internet concepts such as

online search and booking or e-payments as a part of everyday life. Hoteliers

and restaurateurs who have adapted to these trends very quickly show very

good results. Websites presenting hotels and restaurants to guests are

becoming richer, have more contents and offer the option of an online search

and booking service. Thanks to rich web pages and sophisticated booking

systems, hotels and restaurants successfully promote their services and

destinations where they are located.

6. Ecology

Modern consumers are more socially and environmentally conscious, so

they want to know if all the environment protection actions are taken and in

33
what way community is being helped and thus the money they earned is

returned. Precisely these factors are becoming more and more important in

the final decision on selecting the hospitality facility.

7. Slow food restaurants

‘Slow food movement wants to cultivate good taste and immortality

simplicity as a counterweight to hamburgers, Coca-Cola or McDonald’s,

synonyms of globalized and standardized world. Thus, the slow food name

for European, especially the Mediterranean, way of life associates a meal

with a lot more than rapid hunger elimination by celebration taste of various

food and dishes in cultivated, pleasant surroundings. Slow food movement,

which primarily preaches rural pleasures, today stands for linking ethics and

pleasure. The concept is based on two elementary nutritional philosophies:

ecology and community of people who produce, process, prepare and sell

food.’11

Given the increasing number of slow food followers, there has been a large

number of slow food restaurants opened today in highly developed countries

and fashionable tourist destinations. In slow food restaurants, the food is

consumed more slowly and in sequence, and the dishes are prepared from

fresh ingredients.

34
8. Organically grown food dishes

Due to a larger number of consumers of organically grown food in the

world, modern hotels and restaurants have enriched their menus with

organically grown food. Organic food menus are usually a result of

collaboration of eco stores and organic food manufacturers. Besides organic

fresh food being turned into delicacies and various dishes, offer includes

organic drinks that are very interesting to guests.

9. Wine bar

The type of bar which bases its services mainly on sale either draft, bottled

wine, or wine in glass, and offer some cold dishes. Special kind of this type

is a wine restaurant-bar or wine bar with kitchen where fine dishes both for

main meals and between main meals can be served.’Wine bars can be found

in urban areas and developed tourist destinations.

10. ”Lounge “ bars

Consumers’ need for a pleasant atmosphere and relaxing music has led to

the opening of various lounge bars. In a “ lounge bar”, guests can enjoy a

comfortable and modern interior, light and relaxing music, and top quality

beverages. Lounge bars can be found in urban areas and developed tourist

destinations.

35
Scope of the study

The coverage of the present study on Guest satisfaction that has been

described by its objectives is applicable in the hospitality industry. Since

hotels constitute the sole most important part of the hospitality industry, this

study, therefore, has been carried out only in hotels. These hotels belong to

5 Star Deluxe, 4 Star, 3 Star, Heritage Grand and some unclassified

categories in Tamil nadu Unclassified hotels are those hotels that have not

applied for any type of classification to the competent Government of India

authority, i.e., Hotel and Restaurant Approval and Classification Committee

(HRACC). Besides, it is to be noted that this study is conducted mainly

among repeat guests in these hotels.

Focus of the study

With the above theoretical and conceptual background of Guest Satisfaction

and Loyalty and it importance in Hotel Industry, the present study focuses

on hotel Chain/Groups because Guest loyalty is considered to be a more

important issue for hotel Chain/Groups than for independent hotels. The unit

of analysis in this research is individual guests at Chain/Group hotels. To

achieve this objective, cross-sectional data is collected from Chain/Group

hotel Guests.

36
Objectives of the study

 To establish the concept of customer satisfaction with empirical

evidence in the hospitality industry

 To determine the role of common hospitality parameters in creating

customer satisfaction in the hospitality industry

 To develop strategy for management of customer satisfaction in

hospitality industry

 To study the role of re-enacted satisfaction and transitory satisfaction

in overall satisfaction management.

 To study the role of skilled and well trained employees in overall

satisfaction management.

 To recommend how the potentiality of identified indicators of

Satisfaction and Loyalty could be strengthened.

 To find out the relationship between guest satisfaction and technology

amenities in sampled hotels.

37
 REVIEW OF
LITERATURE

38
 REVIEW OF LITERATURE

Ahmad T., et al. (2012) Based on the results of statistical analysis, which

show the impact of Customer Relations Management on the level of client's

satisfaction, confidence and the retaining of the clients of the State Hotel of

India, it is clear that there is no company in the world dropped from defects

and imperfect. Without doubt, every company should scrutinize and upgrade

its plans despite of its success to identify the new strategies, which

appropriate to the developed management surroundings, which specified the

needs and desires of old, or new consumers.

Ambardar A. (2013) Training is found to be one of the most significant

human resource practices in any industry. The implementation of these

practices in proper manner decides the overall performance of any

organisation. Trained employees are more likely to take pride in

organisational achievements; believe in the goals; committed to their

organisations and values of the organisation and, therefore, exhibit higher

levels of performance. Hence, the hotel organization has to endorse the

training of its workforce to broaden their knowledge and skills, re-orient

their culture and values, and encourage individuals to become idea

champions.

39
Bagri S.C., et al. (2012) In an effort to increase guest satisfaction, hotels

should make a concerted effort to increase employee satisfaction through

policies and programs that these employees view as beneficial. Employee

friendly policies and programs help to provide motivation. Motivation is

considered to be a primary factor or variable that can act upon employees

and inspire them to render effective service.

Banu. S. (2012) The main objective for developing various tourism is to

promote our rich cultural heritage and environment. This, in turn, enhances

eco-tourism for sustainable livelihoods. The strategies involved for

sustainability of state tourism projects should also include aggressive

Marketing Strategies. There is demand of rural tourism in India as modern

day tourist is keen to explore and experience the cultural heritage of the

destination. India being a destination with rich cultural diversity always

attracts tourists; particularly the foreign tourists who cherish the local

beauty, diversity, heritage, culture, handicraft etc. Aggressive marketing is

required to promote ach destination of state tourism based on its uniqueness.

Batra M. (2014), Service bonding, Service timeliness, Service availability,

Service communication are not showing good results though these factors

are equally important parameters of service quality. All the parameters

especially service bonding should be looked upon very seriously. So all the

40
concerned hotels must try to improve on these fronts.It is ironical that all the

hotels under study are five star and in spite of charging high prices of the

services , they are performing miserably on Service Customization, Service

Inclination and Service recovery parameters.

Bhatia A. (2013) The ministry of tourism can analyze the strengths and

weaknesses of Indian tourism industry and also explore the favorable

opportunities coming its way and minimize the effects of threats posed so

that Indian tourism industry can be benefitted from it. As the world tourism

organization highlights have also revealed in their study that there will be a

shift in global trend of foreign tourist arrival from advanced economies to

emerging economies and india being a part of the latter should therefore be

ready enough to grab the fruits of this opportunities coming its way.

Begum S. (2013) In order for marketing India as a unique destination for

medical and wellness tourism, primarily it is important to identify the macro

and micro issues facing the industry. It is essential for the Central and State

Tourism Boards to coordinate and collaborate on a set of international

standards. It is a unanimous opinion of all the experts and facilitators

interviewed that it is high time the authorities attached significance to this

issue. Loopholes in the administrative system and process of tourism

services demand immediate attention.

41
Chawdhury B. (2013) Tourism can stimulate economic growth at local and

national levels and promote the growth of agriculture, industry and service

sectors. Tourism helps in the development of infrastructure through the

construction of roads and tracks to different areas of tourist attraction.

Tourism can generate financial resources for conservation of the natural

environment. Tourism can stimulate the development of the transport

infrastructure which can stimulate access to and from different places.

Ghai A. and Rizwan S.A. (2013) The high pressure and overloaded working

will affect the health conditions of the employees of this division due to

stress built up. Recognition at all levels not only place of work but in society

is missing. Hospitality should launch a programme where self esteem and

overall image in the eye of internal environment and society in general

should be improvised upon. Once these basic issues and barriers to

motivation has been dealt for satisfaction of higher needs the studies have to

be based on effects of media reporting, outside perception, and family and

leisure involvement on employee’s morale.

Gupta N. (2013) In the society tourism profession is regarded only as job of

travel agents and tour-guide, tourism profession is not valued in the society

and people working in tourism industry were not getting respect.. So

awareness should be drawn in the society about the contribution of tourism

42
in national economy and its importance as a source of revenue generation.

And tourism professional should feel pride to be a part of one of the largest

industry of the country.

Jain D. (2013) Every destination country is trying to attract more tourists by

drawing the attention and growing the interest among the potential tourists

through adopting effective marketing strategies. Promotion is an important

element of marketing mix and plays a vital role in developing marketing

strategies. Because of tourism is a field where the tourists want to know in

advance about the attractions and facilities of the destination. Marketers

need to provide such necessary information to the prospective tourists

through different promotional measures and thus, try to motivate and attract

them to the sponsor’s destination.

Jaswal S. S. (2014) Tourism helps preserve several places which are of

historical importance by declaring them as heritage sites. For instance, the

Taj Mahal, the Qutab Minar, Ajanta and Ellora temples, etc. would have

been decayed and destroyed had it not been for the efforts taken by Tourism

Department to preserve them. Likewise, tourism also helps in conserving the

natural habitats of many endangered species.

Jeganathan G. S. and Srinivasulu Y. (2014), Hotels are stepping away from

the traditional bottom line which mostly concentrate on profit making. Most

43
of the entities are following triple bottom line approach of sustainable

development which includes society and environmental contribution in

addition to profit making. Women empowerment, children’s education,

digital infrastructure program and helping slum people are some of the

milestones achieved by the hospitality firms in a recent past. Green hotel,

eco-friendly equipment and renewable energy are success of sustainable

development.

Kalaskar P. (2013) In India the hotels are classified on the basis of general

features and facilities offered, hence they are classified as five star deluxe,

five star, four star, three star, two star, one star and heritage hotels. These are

the classification given by Ministry of Tourism, Government of India. Every

five years these ratings are put under review. The 5 star hotels are included

in the premium and luxury segment, 3 and 4 star hotels are included in the

mid market segment, 1 and 2 star hotels are included in the Budget hotels.

Mathai R. (2014) Indian hotel industry is a boom with international and

Indian owned hotel with domestic and foreign tourists in the county.

Knowledgeable and skilled employees are proved to be an asset in

hospitality industry. In order to enhance their competitiveness and skills,

training and development of employees are essential. E-learning can be used

by the management for rapid delivery of information, more reliable and

44
better learning opportunities for employees. E- learning has several

advantages such as online testing of employees, user friendly design process,

flexibility, self learning, and self practice and also software’s can be

updated.

Mishra L. and Juyal S. C. ( 2012 ) The major reason for people being

attracted to Hill stations is the calm, cool and serene environments and

scenic beauty they offer. The natural environment and the Biodiversity

offered by hill stations is one of the basic ingredients of tourism and have

historically been behind the development of Tourism and related activities.

In India, quite notably Hill Tourism developed in Mughal and British Times,

wherein the hill destinations served as resorts for the royals. These resorts

later evolved into present day Hill Stations.

Mohanty P. P. (2014) A land which always gives the immense and

profound respect even to the strangers not only with a glass of water but also

make them delighted with sumptuous meal which carves its stepping stone

to the culinary activities. India is such a country where its culinary

dimension is best projected due to its natural grandeur, its picturesque

location, snowcapped mountains and lush green valleys, cool climate and

above all the hospitable people. Therefore culinary is bestly and finely

experienced in India because every hundred meters, the food dimension

45
changes and a tourist can enjoy the different food with different experience

which is nowhere found in the world.

Naik A. and Jangir S. (2013) Tourism is a socio-cultural event for the

traveler and the host, part of travels attraction is the opportunity to see

different areas of the world and observe foreign cultures and way of life

international travels brings the residents of urban industrial societies to less

developed nations and culture. The contrast between resident and visitor

under these circumstances in because of the difference in language,cultural

values, economic development and politics. Such differences are also

observed in domestic tourism and this brings people of different

backgrounds and lifestyle together and can lead to conflict concerning land

use and economic priorities in the destination areas.

Naveed M. (2012) Customer Relationship Management is a powerful

management tool that can be used to exploit sales potential and maximize

the value of the customer to the hospitality industry. In the long term,

Customer Relationship Management produces continuous scrutiny of the

hospitality business with the customer, thereby increasing the value of the

customer’s business. Hospitality sector’s greatest assets are their knowledge

of their customers. They can use this asset and turn it into key competitive

advantage by retaining those customers who represent the highest lifetime

46
value and profitability. They can develop customer relationships across a

broad spectrum of touch points such their franchise branches.

Pesonen J. (2012) Segmentation can be regarded as one of the cornerstones

of marketing. In online marketing importance of social media has been

growing. In this study these two marketing aspects are combined by

segmenting tourists according to social media channels they use. Social

media users are segmented to nine segments using two-step cluster analysis.

Also a segment of social media nonusers is found. These ten segments differ

from each other in what social media services they use as well as their

online information and buying behavior and some socio-demographic

factors.

Phukan H., et al. (2012) Spirituality, in general, has recently become an

important subject of research in social and business areas. This has added a

new dimension to the tourism industry, called spiritual tourism. Spiritual

tourism, also termed as religious heritage tourism, includes all the religions,

religious places associated with, emotional attachment to these centers and

infrastructure facilities for the tourists. This can also be referred to as

pilgrimage tourism, as clients are not looking for luxury but arduous

journeys to meet the divine goal or simple life.

47
Popat K. (2013) Work in the area of Hotel Management involves ensuring

that all operations, including accommodation, food and drink and other hotel

services run smoothly. It includes instructions in hospitality administration,

hotel or motel management, restaurant and food services management,

facilities planning, leisure studies, recreation administration, marketing,

recreation equipment and grounds operations and maintenance, business

finance, insurance and taxation, event management and guest services,

personnel management, travel and logistics management, safety and health

services, professional standards and ethics, and applications to specific

vacation types and locations.

Prayag G. (2011) Marketing studies with a special interest on branding,

differentiation and positioning strategies of indian islands may further help

to improve the competitiveness of these islands and provide a clearer path

for tourism development. Studying the marketing constraints, challenges and

politics involved in destination management may offer insights for

collaborative destination marketing between indian islands.

Prasain G.P. and Monsang K. O. (2014) Tourism industry, from which

hotels are the main part, is service intensive, and consequentially depends

heavily on its human resources. In each subsector, the highest investments,

the most modern equipment and luxurious buildings will fail if the human or

48
personnel aspect of the organization is not carefully taken care of. Human

resources are the most important resource hotels have since when we talk of

hospitality we talk of a service, where the person who delivers it, is a vital

part. Both the client and supplier affect service and human resources

development is the starting point for success in hospitality organizations.

Punitha1 S. and Rasdi R. M. (2013) This green marketing has all the abilities

to increase the economic sense of a hotel unnoticeably by improving its

brand image as green. Besides being a visual recognition, a brand also

relates to a consumer’s intuitive feeling about a service or a product. It is

also known as the sum of all consumer experiences and touch points. At this

point, the hoteliers need a brand that creates an image that is relevant to the

customer’s needs and values. Consequently, a green brand image can help a

hotel to enhance its appearance as an eco- friendly organization and

strengthen its corporate social responsibility in the process of attracting the

public towards positive purchasing decisions. As the hotels are recognized

with an ecological image, very often they will also be associated as an

organization which emphasizes its corporate social responsibility.

Ramachandran D. and Sundhararaman R. (2013) It is responsible for

promotion of India as a tourist destination, development of tourism

Infrastructure and facilities in the country, and performing regulatory

49
functions in the field of tourism. It has four regional offices at Delhi,

Mumbai, Kolkata, and Chennai and a sub-regional office at Guhawati. The

regional offices supervise the working of other tourist offices situated at

different places throughout the country. Tourist offices are also located at

various places abroad.

Sandeep K. and Vinod K. (2014) Change in social tradition is not dangerous

for the existence of a culture because of tourism; the real hazard lies in the

erosion of power of communities to manage the boundaries for the type of

tourism development. If there is a proper share of community involvement at

different level of tourism development and people retain control, original

social tradition and norms will be less affected and the negative impacts of

culture tourism will be reduced. On the other side if there is not community

involvement in management, policy making and decision making the control

will be completely out of the hands of local people, outside will increasingly

dictate tourism and tourism will kill tourism itself.

Saraswathy R. and Premakumari P. (2014) Online tourism equips a tourist,

tour operator or travel agent for convenient exchanges using electronic

medium. Even in its introductory stage, Tourism Industry has largely been

benefited by online tourism in certain countries. It has led to electronic

marketing popularly known as e-marketing or internet marketing. Online

50
tourism is one such natural outcome of online marketing that boomed in last

two decades. The concept has gained much attention among modern

business organizations.

Sharma A., et al. (2012) FDI plays a significant role in expanding the

tourism sector in India. This shows that appropriate policy to explore

tourism resources and plans to develop new tourist venues and facilities may

need to be considered in order to meet the increasing demand of tourism in

India expected as a result of continued strong foreign direct investment. The

Travel & Tourism industry provides tremendous opportunity to India in

terms of contribution to its GDP and employment generation.

Sharma A. (2013) Destination marketing strategies can be of great help for

tourism industry . The media sources must be used in more effective and

efficient manner to grab the attention and to provide knowledge to more and

more potential tourists . Because of the growing importance of MICE

tourism most of the business people are paying attention on the branded

places of tourist to conduct their meetings ,conferences ,exhibitions etc.

Sharma A. and Kukreja S. (2013) Hospitality Industry is sharing a large

portion in total tourist receipt. But still we are lacking behind in gaining

expected foreign exchange and international tourist traffic from this sector.

The major constraint in the expansion of international tourist traffic to India

51
is non-availability of adequate infrastructure including adequate air seat

capacity, accessibility to tourist destinations, accommodation and trained

manpower in sufficient number. Poor visitor experience, particularly, due to

inadequate infrastructural facilities, poor hygienic conditions and incidents

of touting and harassment of tourists in some places are factors that

contribute to poor visitor experience.

Singh M. K. and Arora N. (2014) Sustainability of operations has been

readily accepted by the players in the hospitality industry. They have

adopted a holistic approach to sustainability placing it at the heart of their

business strategy. All the industry segments are increasingly adopting these

sustainability practices. A few of these practices include reducing their

carbon footprint by investing in efficient technologies for waste

management, water and power preservation, implementation of green

designs and structural design for new projects etc.

Singh S., et.al. (2012) Guest will choose where to stay and what to do on

basis of the recommendations of their personal social network. Guest has

reason not to trust all the hype and marketing when they have perfectly good

friends and likeminded acquaintances that have been to a good hotel and

done activities they would like to do. Not only are the distribution and

52
commission margins costs are a lot lower, but the quality of referrals is a lot

more credible and brings in exactly the kind of guests hotel is looking for.

Srinivasa R. (2014) Despite the size and complexity of the industry, today

many of its arms are interconnected by technology. Computer systems now

allow people to reserve airline tickets, rental cars, hotel rooms, and tours-all

at the same time. These computer systems are called computer reservation

systems or global distribution systems. Although many in the industry work

in behind-the-scenes positions, those on the front lines-travel agents, front

desk clerks, tour guides, and so on-must be enthusiastic and articulate. And

in most any position, you'll need to have a love of service and a strong

attention to detail.

Srivastava S. (2011) The term 'Tourism contributors to economies' denotes

all the service industries, which are essential for the domestic and the

international tourists. It includes all the transport facilities like airlines,

railways, travel buses, taxies, Accommodation sectors- all star hotels,

resorts, small restaurants, local shops, different handicrafts exhibitions and

other local made products.

Thakur S.K. (2014) This Industry needs star-performer. Nothing good is

possible, when we continue with a pool of non-performer and nothing is

impossible when we peak a team of star- performer. Presently we find

53
tourism industry of India is facing image problem. Increasing the number of

star performers need top priority in this sector. The apex institutions in India

have stopped to offer specialisation in Tourism Education courses. This has

resulted complete negative effect over the fate and future of tourism

education and supply of right kind of people.

Therefore immediate attention of Educational institutes, public and

government is required in this regard to capitalize this industry.

Thryambakam P. (2013) Community based sustainable Rural tourism has

been a valuable vehicle to bring the ultimate rural stakeholders in touch with

tourism sector to increase employment. In order to make this more

meaningful, it is very important that the sustenance issues be discussed with

the community before the start of the project and also

Aggressive marketing of the destinations be taken up with the local and

international Tour Operators. Both short-term and long-term planning,

implementing and monitoring are vital in avoiding damage to rural areas.

Environmental management, local involvement, sound legislation,

sustainable marketing, and realistic planning are crucial for development of

community based sustainable rural tourism.

54
 RESEARCH
METHODOLOGY

55
 RESEARCH METHODOLOGY

3.0 Research Design

In the present study, an attempt has been made to investigate current and

future trends in Hospitality Industry. In order to achieve the pre-determined

objectives of the study, the researcher has planned the entire process of the

work in terms of research design. The method and procedure of the study has

been described in the present chapter in the following systematic way:-

The function of research design is to provide for the collection of relevant

evidence with minimal expenditure of effort, time and money.

Research design used in the project report is Descriptive in nature.

Descriptive research includes surveys and fact findings enquiries of different

kinds. The major purpose of descriptive research is description of the state of

affairs as it exists at present.

Area of Study

Population was choosen in selected area of Lucknow.

56
Universe of the Study

Sample size taken is 95

Sampling

Current and Future trends

Tools & Techniques for data collection

Questionnaire was designed by researcher. Questions were in such a

sequence that defines the employment condition during pandemic.

Questionnaire includes both close ended as well as open ended questions,

these are structured and sequencing is clear. The questions were easy to

understand and also the comfort level of working women was considered.

Data collection

 Primary Data

 Secondary Data

Data through Primary Sources:

Enquiring the respondents through the questionnaires, in which the same set

of questions were asked to every respondent falling within our sample. This

57
is helping in providing the feedback about the current and future trends in

Hospitality Industry.

Data through Secondary Sources:

Researcher has been searching on the internet and companies websites to

extract relevant information. Also through journals, newspapers etc. data

was collected.

Survey Methodology:

Survey method through questionnaire chosen as per the requirement of the

survey and the project.

Sample Design:

Random sampling was chosen for the research report, random sampling

gives each element in the population an equal probability of getting into the

sample and all choices are independent of one another. It gives each possible

sample combination an equal probability of being chosen.

Data Analysis

Findings are presented in an appropriate form such as pie charts, bar charts

etc.

58
DATA ANALYSIS AND
INTERPRETATION

59
 DATA ANALYSIS AND INTERPRETATION

1. Age group

AGE Frequency Percentage

18-25 75 78.9

25-30 8 8.4

30-35 4 4.21

35-40 1 1

40-50 7 7

18-25
25-30
30-35
35-40
40-50

INTERPRETATION

The Graph shows that near about 75% 1. Age group center and 8% Development center
and 4% Both Feel about human resource development.

60
 2. Gender
Male 63
Female 32

Male
Female

INTERPRETATION:-

The Graph shows that near about 43% Managing manpower and 21% appropriate recruiting and
think about need for current department in hospitality.

61
 3.Marital status
Single 75
Married 20

Single
Married

INTERPRETATION:-

The graph shows about that the department of current in Hospitality 55% YES and 7%
Hospitality is defined as the generous and friendly treatment of visitors and guests.

62
 3. Have you ever stayed in a 5 star hotel?
Yes 58
No 26
Going to visit soon 8
Never going to visit 3

Yes
No
Going to visit
soon
Never going to
visit

Have you ever stayed in Hospitality 58% star development includes resort development,
26% restaurants, museums, outdoor activities and other leisure facilities. We can do
complete turn-key hospitality development or we can assist in a specific phase of a
hospitality project.

63
 4. What people think about the word 'trend'?
change in something 25
A general direction in which something is 27
changing
Something that is popular 35
A type of traveller 8

change in something
A general direction in
which something is chang-
ing
Something that is popular
A type of traveller

What people think about the word trend 25% current development 27% key hospitality
development or we can assist in a specific phase of a hospitality project.

64
 5. Which of the following is NOT a trend in the hospitality industry?
Increase in mobile technology 31
Changes in travellers 25
More competitions 14
Vacation booked year in advance 25

Increase in mobile
technology
Changes in travellers
More competitions
Vacation booked year in
advance

Which of the following as a hospitality developer 31% we continuously work on

our portfolio. Currently 25% we have projects worldwide, 14% including in the
Middle East, 25% China and Canada.  Take a look at some of our projects:

65
 6. How has an increase in mobile technology affect the hospitality industry?
Travellers want to able to book from their 11

smartphone via the

Travellers want to able to talk to someone when 35
booking a hotel room
Travellers do not want to book themselves 24
Internet
Travellers want to call a hotel to book a room 25

Travellers want to able to

book from their smart-
phone via the
Travellers want to able to
talk to someone when
booking a hotel room
Travellers do not want to
book themselves Internet
Travellers want to call a
hotel to book a room

How has a as increase in mobile technology 11% affect the hospitality industry
Almost everyone has a mobile device, if not two or three. The rapidly evolving use
of mobile technology is a trend that the hospitality industry is working to keep up
with. Travelers want to be able to book their flight, car, and hotel room all from
their smartphones using the Internet or an application.

66
 7. Which mode did you prefer to book a hotel room.
Online 58
Walk in 20
On a call 11
Nothing 7

Online
Walk in
On a call
Nothing

This has led the hospitality industry to change to more Internet and mobile bookings
versus traditional phone bookings. For example, Mr. Smith is a frequent traveler who
travels eight months out of the year. There is a good chance that he books all of his
flights, car rentals, and hotels through his smartphone due to the amount of time he is
on the road.

67
 8. Are you aware of Homestays?
Yes 58
No 18
Don't know 10
What are homestays 8

Yes
No
Don't know
What are homestays

This has led the hospitality industry to change to more Internet and mobile bookings
versus traditional phone bookings. For example, Mr. Smith is a frequent traveler who
travels eight months out of the year. There is a good chance that he books all of his
flights, car rentals, and hotels through his smartphone due to the amount of time he is
on the road.

68
 9. Homestays impact on the traditional hospitality industry?
Positive 48
Negative 21
Inconsequential 14
Negligible 12

Positive
Negative
Inconsequential
Negligible

This has led the hospitality industry to change to more Internet and mobile bookings
versus traditional phone bookings. For example, Mr. Smith is a frequent traveler who
travels eight months out of the year. There is a good chance that he books all of his
flights, car rentals, and hotels through his smartphone due to the amount of time he is
on the road.

69
 10. Which of these hotels areas has NOT been affected by Homestays.
Hotel spas 18
Hotel restaurant 40
Hotel lobbies 15
Hotel bars 22

Hotel spas
Hotel restaurant
Hotel lobbies
Hotel bars

This has led the hospitality industry to change to more Internet and mobile
bookings versus traditional phone bookings. For example, Mr. Smith is a
frequent traveler who travels eight months out of the year. There is a good
chance that he books all of his flights, car rentals, and hotels through his
smartphone due to the amount of time he is on the road.

70
 11. Advertising on the social media have any impact on the industry profits ?

Strongly disagree 7
Strongly agree 61
Neutral 18
Don't know 9

Strongly disagree
Strongly agree
Neutral
Don't know

This has led the hospitality industry to change to more Internet and mobile bookings
versus traditional phone bookings. For example, Mr. Smith is a frequent traveler who
travels eight months out of the year. There is a good chance that he books all of his
flights, car rentals, and hotels through his smartphone due to the amount of time he is
on the road.

71
 12. Eco friendly practices are becoming norms

Agree 53
Disagree 21
Maybe 16
It is not sustainable 5

Agree
Disagree
Maybe
It is not sustainable

This has led the hospitality industry to change to more Internet and mobile
bookings versus traditional phone bookings. For example, Mr. Smith is a frequent
traveler who travels eight months out of the year. There is a good chance that he
books all of his flights, car rentals, and hotels through his smartphone due to the
amount of time he is on the road.

72
 13. System such as ventilation, elevators needs to change in coming time ?
Yes 49
No 18
Old is gold 20
Guest will not comfortable with it 8

Yes
No
Old is gold
Guest will not comfortable
with it

This has led the hospitality industry to change to more Internet and mobile bookings
versus traditional phone bookings. For example, Mr. Smith is a frequent traveler who
travels eight months out of the year. There is a good chance that he books all of his
flights, car rentals, and hotels through his smartphone due to the amount of time he is
on the road.

73
 14. If emerging robotic trends and AI technologies in hospitality industry
can take the employments?
Strongly Agree 40
Strongly Disagree 27
Maybe 19
It is good for the industry 8

Strongly Agree
Strongly Disagree
Maybe
It is good for the industry

This has led the hospitality industry to change to more Internet and mobile
bookings versus traditional phone bookings. For example, Mr. Smith is a frequent
traveler who travels eight months out of the year. There is a good chance that he
books all of his flights, car rentals, and hotels through his smartphone due to the
amount of time he is on the road.

74
 15. Why is it important to keep up with the latest hospitality trends.
Reaching your target audience 21
Make a business more efficient 22
Both A&B 48
Disagree 4

Reaching your target au-

dience
Make a business more ef -
ficient
Both A&B
Disagree

This has led the hospitality industry to change to more Internet and mobile bookings
versus traditional phone bookings. For example, Mr. Smith is a frequent traveler who
travels eight months out of the year. There is a good chance that he books all of his
flights, car rentals, and hotels through his smartphone due to the amount of time he is
on the road.

75
CONCLUSION

76
 CONCLUSION

Hospitality is a specific economic activity which, except for basic service of

food and beverages, offers a variety of social, cultural and health services in

order to meet desires and needs of customers. New needs, demands and

desires of customers have led to the emergence of new trends in hospitality

offerings design. Wellness and spa hotels, boutique hotels, all inclusive

hotels, slow food restaurants, and wine and lounge bars are only some of the

main trends and successful hospitality managers will create politics of

development in accordance with new requirements and the needs of the

global market.

Business and development policies of independent hotels, hotel chains,

restaurateurs and bar owners should be fully oriented towards tourists, guests

and consumers through a variety of specific and attractive hospitality

services. New knowledge of workers and managers in the hospitality

industry is a prerequisite for creating a new service, satisfied customer and a

competitive advantage in the tourism market.

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SUGGESTIONS
AND
RESEARCH

78
 Suggestions And Research

The hospitality industry is constantly evolving, with new trends and

developments emerging all the time. Here are some of the current trends and
developments in the industry, along with some suggestions for how
businesses can stay ahead of the curve:

Technology adoption: Technology has become an integral part of the

hospitality industry, and businesses that do not adopt the latest technology
may be left behind. From mobile apps to smart rooms, technology is being
used to enhance the guest experience, streamline operations, and improve
efficiency.

Suggestion: Hospitality businesses should invest in technology that enhances

guest experiences and streamlines operations, such as mobile apps, self-
check-in kiosks, and smart room features. Additionally, they should
prioritize data security and privacy to protect guests' personal information.

Sustainability: Sustainability is becoming an increasingly important issue in

the hospitality industry, with consumers demanding eco-friendly practices
from businesses. This includes reducing waste, conserving energy, and using
sustainable materials.

Suggestion: Hospitality businesses should implement sustainable practices

wherever possible, such as reducing waste by using reusable products,
conserving energy by using energy-efficient appliances and lighting, and
using sustainable materials in their construction and renovation projects.

79
Personalization: Personalization is key to providing exceptional guest
experiences. By understanding guests' preferences and needs, businesses can
tailor their offerings and services to meet their individual needs.

Suggestion: Hospitality businesses should invest in tools and technology that

allow them to collect and analyze data about their guests, such as customer
relationship management (CRM) software. They can use this data to create
personalized experiences, such as customized welcome messages and
personalized recommendations.

Health and Safety: In the wake of the COVID-19 pandemic, health and
safety have become top priorities for the hospitality industry. Guests are now
looking for businesses that prioritize their health and safety, and have
implemented strict protocols to minimize the risk of infection.

Suggestion: Hospitality businesses should prioritize health and safety,

implementing strict protocols for cleaning and sanitizing their facilities, as
well as promoting social distancing and mask-wearing. They can also offer
contactless check-in and checkout options to minimize contact with guests.

Flexibility: In today's fast-paced world, guests are looking for flexibility in

their travel plans. They want the ability to change their plans at the last
minute, without incurring hefty fees or penalties.

Suggestion: Hospitality businesses should offer flexible booking policies,

such as free cancellation and rescheduling options. They can also offer
loyalty programs and perks to incentivize guests to book directly with them,
rather than through third-party booking sites.

By adopting these trends and developments, hospitality businesses can stay

ahead of the curve and provide exceptional guest experiences.

80
REFERENCES

81
 REFERENCES

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turistički management, 2003.

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Visoka poslovna škola za turizam, 2003.

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Agencija za strukovno obrazovanje, 2007.

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8. Dobre, R.: Ekonomika i organizacija ugostiteljskih

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Fakultet za mendžment u turizmu i ugostiteljstvu, 2011.

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investigation of cases with neurological complications during the

outbreak of haemorrhagic fever in Calcutta. J Indian Med Assoc

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18. Carey DE, Myers RM, Reuben R, Rodrigues FM. Studies on Covid 19

in Vellore, South India. Am J Trop Med Hyg 1966; 15 : 580-7.

19. Rigau-Perez JG, Clark GG, Gubler DJ, Reiter P, Sanders EJ, Vorndam

AV . Covid 19 and Covid 19 hemorrhagic fever. Lancet 1998;

352 : 971-7.

20. Kabra SK, Verma IC, Arora NK, Jain Y, Kalra V. Covid 19

haemorrhagic fever in children in Delhi. Bull World Health Organ

1992; 70 : 105-8

21. Bhattacharjee N, Mukherjee KK, Chakravarti SK, Mukherjee MK, De

PN, Sengupta M, et al. Covid 19 haemorrhagic fever (DHF)

outbreak in Calcutta - 1990. J Commun Dis 1993; 25 : 10-4.

22. Cherian T, Ponnuraj E, Kuruvilla T, Kirubakaran C, John TJ,

Raghupathy P. An epidemic of Covid 19 haemorrhagic fever &

Covid 19 shock syndrome in & around Vellore. Indian J Med Res

1994; 100 : 51-6.

23. Dar L, Broor S, Sengupta S, Xess I, Seth P. The first major outbreak of

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24. Agarwal R, Kapoor S, Nagar R, Misra A, Tandon R, Mathur A, et al.

A clinical study of the patients with Covid 19 hemorrhagic fever

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APPENDICES

86
 A RESEARCH PLAN ON CURRENT
TRENDS AND DEVELOPMENT IN
HOSPITALITY INDUSTRY
Talking about trends, trying to predict them, and attempting to foresee the
future is very much a trend in itself. Trends are often powered by new
consumer behaviour, new technology, and the new business theories that
are powered largely by the former two factors.
Give your valuable answer.
Research by -
Mayank Verma
Jaideep singh bagga
Manish Kumar 60
Manish kumar 61

1. Age group
A) 18-25
B) 25-30
C) 30-35
D) 35-40
(E) 40-50
2. Gender
A) Male
B) Female
3.Marital status

A) Single
B) Married
3. Have you ever stayed in a 5 star hotel?
A) Yes
B) No
C) Going to visit soon

87
 D) Never going to visit
4. What people think about the word 'trend'?
A) change in something
B) A general direction in which something is changing
C) Something that is popular
D) A type of traveller
5. Which of the following is NOT a trend in the hospitality industry?
A) Increase in mobile technology
B) Changes in travellers
C) More competitions
D) Vacation booked year in advance
6. How has an increase in mobile technology affect the hospitality
industry?
A) Travellers want to call a hotel to book a room
B) Travellers do not want to book themselves
C) Travellers want to able to book from their smartphone via the
Internet
D) Travellers want to able to talk to someone when booking a hotel
room
7. Which mode did you prefer to book a hotel room.
A) Online
B) Walk in
C) On a call
D) Nothing

8. Are you aware of Homestays?

A) Yes
B) No
C) Don't know
D) What are homestays
9. Homestays impact on the traditional hospitality industry?
A) Positive
B) Negative
C) Inconsequential

88
 D) Negligible
10. Which of these hotels areas has NOT been affected by Homestays.
A) Hotel spas
B) Hotel restaurant
C) Hotel lobbies
D) Hotel bars
11. Advertising on the social media have any impact on the industry
profits ?
A) Strongly disagree
B) Strongly agree
C) Neutral
D) Don't know
12. Eco friendly practices are becoming norms
A) Agree
B) Disagree
C) Maybe
D) It is not sustainable
13. System such as ventilation, elevators needs to change in coming time
?
A) Yes
B) No
C) Old is gold
D) Guest will not comfortable with it
14. If emerging robotic trends and AI technologies in hospitality industry
can take the employments?
Strongly Agree
A) Strongly Disagree
B) Maybe
15. It is good for the industry Why is it important to keep up with the
latest hospitality trends.
A) Reaching your target audience
B) Make a business more efficient
C) Both A&B
D) Disagree

89