CHAPTER-1

INTRODUCTION

Tourism

Tourism is travel for pleasure or business, the theory and practice of touring, the business of
attracting, accommodating, and entertaining tourists, and the business of operating tours. The
World Tourism Organization defines tourism more generally, in terms that go "beyond the
common perception of tourism as being limited to holiday activity only", as people "traveling to
and staying in places outside their usual environment for not more than one consecutive year for
leisure and not less than 24 hours, business and other purposes “Tourism can be domestic (within
the traveller’s own country) or international, and international tourism has both incoming and
outgoing implications on a country's payments. According to the United Nations world tourism
organization (UNWTO), Tourism entails the movement of people to countries or places outside
their usual environment for personal or business, or professional purposes. These people are called
visitors. A visitor is classified as a (same) day visitor If their trip does not include an overnight stay
and a tourist if it does include an overnight stay. The purpose of the trip can be for business,
leisure, personal reasons, or other than to be employed by a resident entity in the country or place
visited. If a trip’s main purpose is business or professional, it is often subdivided into two further
categories ‘Attending meetings, conferences or Congresses, trade fairs and exhibitions, and other
businesses and professional purposes.

Types of Tourism

There are three basic forms of tourism: domestic tourism, inbound tourism, and outbound tourism.

● Domestic tourism refers to activities of a visitor within their country of residence and outside
of their home (for example a Brit Visiting other parts of Britain).

● Inbound tourism is the first to the activities of a visitor from outside of a country of residence
(for example a Spaniard visiting Britain).

1|Page
 ● Outbound tourism refers to the activities offered to residents was it or outside of their country
of residence (for example a Brit visiting an overseas country).

● Adventure tourism. As a kind of tourism in India, adventure tourism has recently grown in
India.
● Beach Tourism. India ' s vast coastline and islands provide ample opportunities for fun
packed tourism.

Tourism products

‘Tourism product’ Covers several different categories including

● Accommodation
● Hospitality
● Transport
● Guide tours and tourist guides
● Travel agencies and other reservations
● Cultural services
● Retail
● Sports and recreational activities

Introduction to World Tourism

The World Tourism Organisation (UNWTO) is the United Nations agency responsible for
the promotion of sustainable and universally accessible tourism. As the leading International
Organisation in the field of tourism, UNWTO promotes tourism as a driver of economic
growth, inclusive development, and environmental sustainability and offers leadership and
support to the Sector in advising knowledge and tourism policies worldwide.

UNWTO Priorities
● Mainstreaming tourism on the global agenda.
● Improving tourism competitiveness.
● Promoting sustainable tourism development.
● Increasing the contribution of tourism to poverty reduction and development.

2|Page
Recent Trends in Tourism

● Bleisure travel

Bleisure travel is a growing tourism trend where people extend their business travel to
leisure activities. Experts predict it will continue to grow in the mobile workforce.
Although business travel has started to make its comeback in 2021, leisure is believed to be
its future. A 2018 study revealed that 60% of U.S. business trips incorporated leisure
elements, an increase from 43% in 2016. These business-leisure trips can either be
preplanned, whereby clients schedule their vacation within the same period as a job-related
trip. Companies may also offer their workers some tourist experiences during work trips.
On the other hand, this can come as an afterthought. Once the meetings, professional
conferences, and other work engagements are over, business travelers may decide to extend
their stay and explore their destination. There is also a growing trend among millennials
known as the “digital nomad” phenomenon. This is whereby online workers and freelancers
adopt the lifestyle of traveling as they work. As tour operators, customers can take
advantage of this growing trend by creating offers that entice business travelers to extend
their stay for leisure. For example, customers can sell team retreat packages combined with
perks like photos, videos, and transportation. Having Wi-Fi and chargers in buses and
accommodation can also entice digital nomads and other traveller’s looking to stay
connected for work.

● Automation

Gone are the days when booking a trip required clients to make a phone call, speak directly
to a service provider, or walk into the supplier’s office for face-to-face negotiation.
Digitization has led to a rise in online bookings. Not only has this made advertising cheaper
for travel companies, but also customers are enjoying and increasingly prefer the
convenience it offers. Tour and activities companies have also progressively adopted
technology and online booking. In 2019, 71% of operators surveyed were using reservation
technology in their businesses, a marked increase from just 25% in 2010. More to that,
these companies experienced faster growth plus higher profitability. As we approach the
postCOVID period, automation in the sector is bound to continue rising. The increasing
digitalization of tourism also generates new business opportunities and promotes the
sustainable development of the industry. So as customers work on getting back to
3|Page
 profitability, take advantage of this tourism trend, and set up the right technology to
increase customers' chances of faster recovery.

● Mobile Booking

Another important aspect when it comes to digitization is mobile bookings. Operators

report that 2 in 5 online bookings are made on mobile devices. These smartphone shoppers
are also more valuable to customers' businesses because of the following reasons:

o They spend 50% more on tours and activities per trip.

o They average 2.9 hours per trip. o They are twice as
likely to leave online reviews.

● Personalization

According to Think with Google, 57% of travelers believe that companies should
personalize their buying experience and base it on their behaviors, personal preferences,
and past choices. Personalization is also important when it comes to the actual tour or
activity. By offering flexible experiences tailored to a traveler’s needs, customers stand a
chance of better satisfying their clients, which can lead to repeat visits. Customer priority
should, therefore, be offering customer-oriented services. It starts right from the time they
see their advert on social media or their website. The messaging should resonate with what
the client prefers. Travel and tour suggestions can be offered according to, for instance,
what the customer has been browsing on the internet. This is possible to set up using
specialized marketing tools and ad platforms like Google and Facebook. Stores are better
placed by factoring this into their company’s digital marketing strategy. How do they get
started? Reach out and speak to their customers to learn about their preferences,
characteristics, behaviors, and individual needs. All in all, staying on top of this tourism
trend can be the distinction that will make the company stand out from competitors and
gain back profitability faster.

● Tech-Empowered Travel

4|Page
 We already talked about automation and mobile bookings as some of the future trends in
the tourism sector. But existing and emerging technologies will continue to influence travel
in many other ways. A recent Amadeus survey states that technology and innovation seem
to be key in building traveler confidence and they will increase willingness to travel in the
next 12 months. Technologies proved to be crucial in the postpandemic world where
international tourists need to present Digital COVID Certificates or fill out travel
documentation. What is more, people need instant access to information and help when
being abroad. In the coming year, tech innovations will continue to bring ease to the travel
experience. The top five technologies that would increase confidence to travel in the next
12 months are:
o Mobile applications that provide on-trip notifications and alerts (44%)
o Self-service check-in (41%)

o Contactless mobile payments, e.g., Apple Pay (41%)

o Automated and flexible cancellation policies (40%)

o Mobile boarding (40%)

In addition to supporting people throughout their journey, technologies made innovative

solutions possible. Virtual tours, experiences, and classes gained significant popularity
during the lockdowns, and thanks to tech innovation, many businesses survived the crisis.

● Sustainable Tourism

Following the COP 26 UN Climate Change Conference and the launch of The Glasgow
Declaration on Climate Action, countries are urged to accelerate climate action in tourism.
So, encouraging sustainable tourism practices and environmental initiatives is of utmost
importance for the resilience of the sector. The UNWTO Secretary-general has warned that
the “climate emergency is a bigger threat than Covid”. As international travelers become
aware of this crisis, they come to believe that people need to act now and make sustainable
travel choices to save the planet and preserve it for future generations. More travelers are
adopting this mindset hence making their travel decisions with the environment in mind.
But it’s important to note that sustainability is not only about the environment. It’s also
about making a positive impact on cultures, economies, and the people at the destinations
that clients visit. In the post-COVID-19 era, sustainability will be a continuous trend in

5|Page
 travel and tourism. If they play their part in upholding sustainability, they can earn the trust
and loyalty of the generation of travelers who are spearheading this trend.

● Active Ecotourism

Active Ecotourism is another trend that has emerged in response to the calls for more
sustainable and thoughtful tourism. It encourages combining the passion for travel with
direct involvement in conservation and supporting the local environment. According to a
recent Amadeus survey on rebuilding travel, people consider cost-effective sustainable
travel a priority.37% of travelers surveyed think opportunities for travelers to be involved
in the preservation of tourist destinations will help the industry to become more sustainable
in the long term. According to Evolver’s 2022 travel forecasts, 58% of people will be more
interested in exploring the outdoors and practicing relevant activities including hiking,
biking, and kayaking. Mountain/rural escapes and waterfront getaways are expected to be
popular vacation experiences in 2022.Covid-19 has drawn our attention to the negative
impact of travel on the global environment and initiated a promise of ‘coming back better.
So, the tourism industry will continue this trend by promoting sustainable outdoor travel
and ecotourism in the post-pandemic era.

● Transformative Travel

This is a new tourism trend that’s quickly gaining popularity. Transformative travel is
about not just traveling for leisure but also aiming to make a difference in both the lives of
others and oneself. Volunteering trips are an example of the experiences that have gained
popularity from this trend. Travelers vacation and set aside time to volunteer at their travel
destinations. When it comes to making a difference in their own lives, clients can opt to go
for wellness holidays where they retreat and either join a yoga class, relax at a nature-filled
destination, or attend some apprenticeship classes to learn a new skill. Because of this
trend, there is also a notable change in the traveler’s diet. Instead of indulging in unhealthy
meals, those who’ve joined the organic food movement prefer places that offer highly

6|Page
 nutritious and organic foods. One of the main aims of transformative travel is to be
involved in something significant that adds purpose to the trip. Booking.com shares that
68% of global travelers would consider participating in cultural exchanges to learn a new
skill, followed by a volunteering trip (54%) and international work placements (52%).
Based on this trend, tour operators can focus on offering unique and purposeful activities
along with their usual products and services.

● Experience Tourism

Experience tourism is on the rise. This trend is about having a once-in-a-lifetime experience
or gaining an emotional connection with cultures and nature. As travelers get tired or bored
of cookie-cutter vacations in touristy hot spots, they begin looking for an authentic
experience in their travel destination. They can easily go for a brand that will allow them to
mingle with the locals and experience the culture of the people. Harris Group's study
revealed that 72% of millennials prefer spending more money on unique experiences rather
than material things. So, if they can offer these experiences, then they are well on their way
to acquiring this increasing breed of clients. One of the most popular experiences is food
sampling. Food tourism enables travelers to enjoy different local cuisines, maybe even
learn how to cook some of the recipes and interact with the people’s traditions in the
process. Another way clients want to experience their destinations is by staying with local
families rather than in hotels. This gives them a chance to interact even closer with the
locals and see their way of life.

● Wellness Travel

These are travelers looking for an enriching experience with the primary purpose of
achieving, promoting, or maintaining the best health and sense of well-being and balance in
life. But don’t think wellness travel is limited to resorts and spas. Almost any business can
take advantage of this trend. Think of how they can market their business offers to
contribute to wellness tourism by developing and promoting communities and showing how
both tourists and locals can benefit. For example, a helicopter tour, paragliding flight, or
whatever fun adventure their company offers, is a chance for personal growth by
conquering fears or expanding horizons. Their existing offers may give the chance for

7|Page
 people to empower themselves by learning a new skill set which also encourages personal
growth.

● Longer Trips

With international travel returning to some degree, tourists are starting to dream about
extended long-distance trips again. While countries are advocating for less air travel, this
trend will allow people to travel less but better. According to Evolver’s 2022 travel
forecasts, the average trip will likely be longer (5-7 nights in 2022, compared to an average
of 3.8 nights in both 2020 and 2021). Longer trips will be increasing in demand because of
the many work-from-home opportunities too. A study by Envoy finds that the hybrid work
model gives employees more flexibility to get work done when they’re most productive. So
those who work remotely are more likely to plan extended stays in 2022 and beyond.

● Staycation

Staycation is another trend that gained popularity during the pandemic. It represents a
holiday spent in one’s home country or home rather than abroad. Often involves day trips
for exploring local attractions and activities. This type of vacation is ideal for people who
are feeling the need of escaping out of their homes but want to avoid the ongoing Covid-19
regulations. New research suggests that the trend will continue into 2022 despite the easing
of international travel restrictions. This is because tourists want to support their local
markets well and feel secure and safe in their holiday environment.

World Tourism Day

World Tourism Day is celebrated each year on September 27 to spread awareness about the
importance of tourism and its impact on our society. The day is also celebrated to spread
awareness about global challenges outlined in the 2030 Agenda for Sustainable Development and
to underline the efforts the tourism industry can make to achieve sustainable development goals .

Indian Tourism

The Indian tourism and hospitality industry has emerged as one of the key drivers of growth in the
services sector in India. Tourism in India has significant potential considering the rich cultural and
8|Page
historical heritage, variety in ecology, terrains, and places of natural beauty spread across the
country. Tourism is an important source of foreign exchange in India similar to many other
countries. The foreign exchange earnings from 2016 to 2019 grew at a CAGR of 7% but dipped in
2020 due to the COVID-19 pandemic. In 2020, the Indian tourism sector accounted for 39 million
jobs, which was 8% of the total employment in the country. By 2029, it is expected to account.
According to
WTTC, India ranked 10th among 185 countries regarding travel & tourism’s total contribution to
GDP in 2019. In 2019, the contribution of travel & tourism to GDP was 6.8% of the total economy,
~ Rs. 13,68,100 crore (US$ 194.30 billion).

World Heritage Sites of India

There are 40 global background sites in India that can be recognized by means of the United
countries educational, clinical, and cultural organization (UNESCO) as of August. Those are
locations of the significance of cultural or natural heritage as defined by the UNESCO world
heritage conference, established in 1972.The United international locations instructional, scientific
and Cultural Organisation (UNESCO) designates international heritage sites of the brilliant normal
cost to cultural or natural historical past which have been nominated by countries are signatories to
the UNESCO world background conference, installed in 1972. The cultural background consists of
monuments (including architectural works, monumental sculptures, or inscriptions), corporations
of homes, and sites (which include archaeological websites). Herbal functions (consisting of
physical and organic formations), geological and physiographical formations (together with
habitats of threatened species of animals and vegetation), and natural websites might be vital from
the point of view of technological knowhow, conservation, or herbal splendor, are defined as a
natural background. As of 2022, there are 40 global heritage websites placed in India. Out of those,
32 are cultural, 7 are herbal, and one, the Khangchendzonga National Park, is of mixed type. India
has the sixth largest variety of sites in the world. The first websites to be indexed were the Ajanta
Caves, Ellora Caves, Agra castle, and Taj Mahal, all of which had been inscribed inside the session
of the arena heritage Committee. The maximum recent online listing became Dholakia, in 2022.
One website online is transnational, and the Architectural work of Le Corbusier is shared with six
different nations. Similarly, India has 49 websites on its tentative listing. The United Nations
Educational, Scientific and Cultural Organization (UNESCO) designates World Heritage Sites of
outstanding universal value to cultural or natural heritage which have been nominated by countries
that are signatories to the UNESCO World Heritage Convention, established in 1972. Cultural
heritage consists of monuments (such as architectural works, monumental sculptures, or
inscriptions), groups of buildings, and sites (including archaeological sites).
9|Page
Incredible India

The Tourism and Hospitality industry is one of the largest service industries in India. The Tourism
sector in India is an integral pillar of the Make in India program. The tourism industry in India plays a
significant role in the economic multiplier and becomes critical since India must grow at rapid rates
and create jobs. India offers geographical diversity, world heritage sites, and niche tourism products
like cruises, adventure, medical, eco-tourism, etc. Incredible India has spurred growth in Tourists
Arrivals and Employment. India aims to increase cruise passenger traffic from
0.4mn at present to 4 MN. Economic potential of Cruise tourism is expected to go up from
$110million to $5.5 billion in the years to come. Tourism tends to encourage the development of
multiple-use infrastructure including hotels, resorts, and restaurants, transport infrastructure (aviation,
roads, shipping, and railways), and healthcare facilities. Indian Tourism is ranked 13th in terms of
Visitor exports, WTTC (2020), and currently ranked 54th on World Economic Forum’s Travel and
Tourism Development Index (2021).By 2030, India is expected to be among the top five business
travel markets. 100% FDI in the tourism industry is allowed under the automatic route 100% FDI
allowed in tourism construction projects, including the development of hotels, resorts, and recreational
facilities. India is the most digitally advanced traveler’s nation in terms of digital tools being used for
planning, booking, and experiencing a journey. India’s rising middle class and increasing disposable
income have supported the growth of domestic and outbound tourism. The Indian airline travel market
was estimated at US$ 20 billion and is projected to double in size by 2027 due to improved airport
infrastructure and growing access to passports.

Karnataka Tourism

Karnataka is a state in southwest India with Arabian Sea coastlines. The Capital, Bengaluru
(formerly Bangalore), is a high-tech hub known for its shopping and nightlife. To the southwest,
Mysore is home to Lavish Temples including Mysore Palace, the Former seat of the region’s
maharajas. Hampi, once the medieval Vijayanagara empire’s capital, contains ruins of Hindu
temples, elephant stables, and a stone chariot. Located amid the Western Ghats, Deccan Plateau,
and Kannard Coast, Karnataka is home to various forests, beaches, waterfalls, coffee plantations,
lakes, and all the bounties of nature. The state also boasts of historically significant monuments
and structures that attract visitors from far and beyond. The official tagline of the Karnataka
Tourism Department is One State Many World

10 | P a g e
Major Destinations in Karnataka

● 1.Coorg (The Scotland of India) o Located amidst imposing mountains in Karnataka with
a perpetually misty landscape, Coorg is a popular coffee-producing hill station. It is popular
for its beautiful green hills and the streams cutting right through them. It also stands as a
popular destination because of its culture and people. The Kodavas, a local clan
specializing in martial arts, are especially notable for their keen ▪ hospitality.

● 2.Badami (Home to Mesmerising Cave Temples)

o Located in a valley of rugged red sandstone, surrounding Agastya Lake, Badami (formerly
known as Vatapi) is an archaeological delight owing to its beautifully crafted sandstone cave
temples, fortresses, and carvings. Located in the Bagalkot district in
Karnataka, Badami is part of the UNESCO World Heritage Sites that constitute AiholeBadami-
Pattadakal and is the finest
o example of traditional temple architecture in India.

● 3.Mysore (Home to the Mysore Maharajas)

o Famously known as The City of Palaces, it wouldn’t be wrong to say that Mysore,
currently Mysuru, is one of the most critical places in the country regarding ancient reigns.
It is replete with the history of its dazzling royal heritage, intricate architecture, its famed
silk sarees, yoga, and sandalwood, to name just a few. Located in the foothills of the
Chamundi Hills, Mysore is the third most populated city in Karnataka, and its rich
heritage draws millions of tourists all year round. The highlight is the majestic Mysore
Palace, a UNESCO World Heritage Site, which is a must-visit. Mysore was one of the
three largest Princely States in the erstwhile British Empire of India. To this day, the
Mysore Palace stands tall as one of the most spectacular palaces in India. A very famous
tourist spot that sees thousands of visitors milling in and around it every day, the Mysore
Palace is a mesmerizing example of Indo-Saracenic architecture, every inch of the palace
drips with opulence and intricate details, and every room that they visit stands out in terms
of its elaborate architecture, beautiful paintings, rich colors, and stained-glass windows.

11 | P a g e
 o Every Sunday, and during the Dussehra celebrations, the palace is spectacularly lit up
once dusk falls.

● 4.Kudremukh (Close to the Nature's Face) o Popular and named after a mountainside that
resembles a horse's face, Kudremukh is famous for its biodiversity and scenic beauty. A
popular hill-station among the Bangalore crowd, Kudremukh is a hill range in the
Chikmagalur district of Karnataka. Kudremukh Peak is a paradise for trekkers and naturists
alike, with its mountainous paths and floral and faunal diversity.

● 5.Hampi Tourism (The abode of ancient ruins, rusty colors, and fascinating landscape) o
Hampi, the city of ruins, is a UNESCO World Heritage Site. Situated in the shadowed
depth of hills and valleys in the state of Karnataka, this place is a historical delight for
travelers. Surrounded by 500 ancient monuments, beautiful temples, bustling street
markets, bastions, treasury buildings, and captivating remains of the Vijayanagar Empire,
Hampi is a backpacker's delight. Hampi is an open museum with 100+ locations to explore
and a favourite way to see the city from the perspective of its history. Hampi was the
capital of the Vijayanagar empire around 1500 AD, and by some accounts, the second
largest city in the world at that time. Over the next centuries, it fell out of importance, and
now they can explore the ruins of a lot of temples and other structures spread out over a
vast area. The terrain around Hampi is as mysterious as the ruins themselves - the city is
surrounded by boulders of different sizes, and they can climb to the top of them with a little
effort to get a stunning view of the entire city and the geography. It is located on the banks
of the Tungabhadra River.

● 6.Jog Falls (Second Highest Waterfall in India) o The second-highest plunge waterfall in
India, Jog Falls is a major tourist attraction in Karnataka and is the highest waterfall in the
state. Second, to the Nohkalikai Falls of Meghalaya, Jog falls drops about a huge 253 m
(850 ft.) in a single fall. However, due to the construction of Linganamakki Dam, which is
a hydroelectricity plant close by, the flow in the falls is hugely restricted before monsoons.
So, it is best to go during the Monsoon season to see the falls in their full form. Jog Falls is
a 2 hours’ drive from the main Shimoga city. Also known as Gerosappa Falls or the Joga
Falls, this seasonal waterfall is broken into four segments - Raja, Roarer, Rocket, and Rani.
They're named based on certain characteristics of the streams. Raja is an unbroken stream,

12 | P a g e
 Roarer is a strong and violent current that gushes down to meet the Raja stream, Rocket
flows down in different jets and Rani is a quiet stream with falls in foam.

● 7.Murudeshwar (Home to the World's Second Tallest Shiva Statue) o Murudeshwar is

home to the second tallest statue of Lord Shiva (123 ft) in the world. With the shimmering
Arabian Sea on three sides and the magnificent Western Ghats imposing their presence on
this town, it is a favourite picnic spot for the folks from Kerala and Karnataka. The beaches
and the adventure activities around Netrani island are significant attractions for tourists.

● 8.Bandipur National Park (Tiger Reserve in the Nilgiris) o Situated in Karnataka,

Bandipur National Park was once the hunting grounds of the Maharaja of Mysore. It was
later established as a reserve in 1974 under Project Tiger and these deciduous forests rich in
wildlife have become a popular tourist attraction since then. It is 80 km from Mysore in
route to Ooty in Tamil Nadu. Due to a lot of wildlife casualties because of speeding
vehicles that go through the park, a ban on traffic between 9 PM to 6 AM has been
established to ensure the safety of the animals of the park. It is in the Nilgiris and is the first
Biosphere Reserve in India. Spread over 874 sq. km, the park is replete with a wide range
of endangered wildlife like elephants, hornbills, deer’s, pythons, sloth bears, pythons,
panthers, etc., and multitudes of teak and sandalwood trees. Bandipur National Park is
neighbors with the Nagarhole and the Wayanad Wildlife sanctuaries and is a few minutes
from the Mudumalai National Park.

● 9.Shivanasamudra Falls (The guardian of waterfalls) o Situated on the banks of river

Kaveri, Shivanasamudra is primarily a hydropower project location but has gotten massive
attention for its stunning waterfalls: Gaganachukki and Barachukki. Travelers enjoy the
view of waterfalls from the benches, and some steps take visitors to many levels of vantage
points. The Barachukki Falls cascades down from 250 feet with a U section resembling the
Niagara Falls. The Gaganachukki falls is a brilliant sight especially after the rains when the
river Kaveri is full. There is paid parking available at the vantage point, and there are also
some shops serving refreshments. However, there is a scarcity of restaurants near the
vantage point. The Ranganatha temple here attracts pilgrims. The Cauvery Wildlife
Sanctuary is another important attraction here and is popular if they go fishing and
trekking.

13 | P a g e
● 10.Kabini Tourism (Home to Breath-taking Landscape and Wildlife) o Located around
245 km from Bangalore, Kabini is primarily known for its handful of luxury resorts around
the Kabini River and Nagarhole National Park in the vicinity. Please note that there are not
many budget-friendly accommodations near Kabini River.
o It is a popular weekend getaway from Bangalore, Mysore, and Mangalore.

● 11.Shimoga (A Backpacker's Paradise) o With nature in its full bloom, the town of
Shimoga has been home to several great dynasties and kingdoms. Packed with several
marvels of nature in the form of picturesque landscape, gorgeous waterfalls, mystical
temples and lush green surroundings, its raw beauty will leave they absolutely enchanted.
The main city of Shimoga District derives its name from the words 'Shiv-Mukha' implying
'Face of Lord Shiva'.

● 12.Bijapur (Home to the Taj Mahal of the Deccan) o Famous for the Gol Gumbaj and
Ibrahim Rauza which is the Taj Mahal of the Deccan, Bijapur is a tourist destination in
Karnataka that takes its visitors back in time through its glorious ancient structures. Bijapur
is an important commercial district in the state of Karnataka. Built around the 10th-11th
century by the Kalyani Chalukyas, Bijapur was known as Vijayapura in those times.
Vijayapura literally translates to City of Victory. Among other important attractions, there
are various mosques including Jumma Masjid, palaces and citadels.

Potentiality of tourism in India

The Indian tourism and hospitality industry has emerged as one of the key drivers of
growth in the services sector in India. Tourism in India has significant potential considering
the rich cultural and historical heritage, variety in ecology, terrains, and places of natural
beauty spread across the country. Tourism is an important source of foreign exchange in
India like many other countries. foreign exchange earnings from 2016 to 2019 grew at a
CAGR of 7% but dipped in 2020 due to the COVID-19 pandemic. According to WTTC,
India is ranked
10th among 185 countries in terms of travel & tourism’s total contribution to GDP in 2019.
In 2019, the contribution of travel & tourism to GDP was 6.8% of the total economy, Rs.
1,368,100 crores (US$ 194.30 billion). In 2020, the Indian tourism sector accounted for 39
million jobs, which was 8% of the total employment in the country. By 2028, Indian
tourism and hospitality are expected to earn US$ 50.9 billion as visitor exports compared
with US$ 28.9 billion in 2018. The travel market in India is projected to reach US$ 125
14 | P a g e
 billion by FY27 from an estimated US$ 75 billion in FY20. The Indian airline travel
market was estimated at US$ 20 billion and is projected to double in size by FY27 due to
improving airport infrastructure and growing access to passports. The Indian hotel market
including domestic, inbound, and outbound was estimated at US$ 32 billion in FY20 and is
expected to reach US$ 52 billion by FY27, driven by the surgingdemand from travelers and
sustained efforts of travel agents to boost the market. By 2028, international tourist arrivals
are expected to reach 30.5 billion and generate revenue of over US$ 59 billion. However,
domestic tourists are expected to drive the growth, post-pandemic. International hotel
chains are increasing their presence in the country, and they will account for around 47%
share in the tourism and hospitality sector of India by 2020 and 50% by 2022. FTAs during
the period January- March 2022 was 784,750 as compared to 306,641 in March 2021
registering a growth of 155.9%.

CHAPTER-2

COMPANY PROFILE

GRAND SEASONS
Report on THE GRAND SEASONS BUSINESS hotel.

History

This is a hotel which was stared at 1995 and this is a hotel were they have been maintain trust and
giving their best service till to the date and they have been improving their service in All aspects
they are surviving since past 28years they have even adopted to the digital market at the same time
they have been surviving nearly three thousand people every year only the rooms but if they
include even the party hall and conference room then it is of one lakh guest who visit the hotel and
take the service by the hotel . Now they have even opened a new branch in mahadhavpura and they
have been having a huge progress and a good growth in all the ways the chairmen of the hotel is
gokul They do generate an income of 5 crores The funding was reported to be used for the
15 | P a g e
development of infrastructure, more specifically to connect Advisors and Agents with travelers.
The company reported that funding would also be used to expand internationally. Grand season is
based in India and has offices in India itself. Enjoy all that Bangalore has to offer with a stay at
Grand Seasons The Business Hotel. With its convenient location, the hotel offers easy access to the
city's must-see destinations.

Address

3M, 123, Outer Ring Road, NGEF Latheyt, Kasturi Nagar, HRBR Latheyt, Bangalore, India, 560016

Introduction

Grand season is an online and offline hotel company that provides room, party, halls and dinning
packages for all the guest abroad. The company is based in Bangalore, India with offices in India
Customized based on location and activities.

Services

Grand season provides rooms services, party decorations, dinning, enjoy all that Grand Seasons
The Business Hotel has to offer! Free internet access provided within the hotel keeps they
connected throughout theyr stay. Airport transfer services can be booked before theyr check-in
date, to ensure a smooth and convenient arrival or departure. Car hire and shuttle services provided
by the hotel make exploring Bangalore even more convenient. For guests arriving by car, parking
is provided free of charge. Always get the assistance they need with front desk services including
express checkin or check-out and luggage storage. Booking the best tickets and getting the hottest
restaurant reservations are made easy with help from the hotel's tours. For longer stays or
whenever they need it, the dry cleaning service and laundry service keep theyr favourite travel
outfits clean and avail. Available services like 24-hour room service, room service and daily
housekeeping let they get the most out of theyr time at the Grand Seasons -The Business Hotel. For
health reasons, smoking is not permitted anywhere inside the hotel. For guests who would like to
smoke, the designated smoking areas are available. All guestrooms at Grand Seasons -The
Business Hotel provide guests with a range of amenities to ensure a restful night. Enjoy theyr stay
even more at the hotel, knowing that some selected rooms include air conditioning. For a bit of
entertainment, guests will find television available in some selected rooms. Bathroom amenities
are just as important as others, and at the hotel they'll find toiletries and towels available in some
guest bathrooms. Dining and things to do Each morning they can start the day with a delicious in-
house breakfast offered at Grand Seasons The Business Hotel. A number of great dining options at

16 | P a g e
 the hotel assures that they'll always have convenient and delicious choices. A great night out
couldn't be easier! Enjoy a fun evening without traveling outside at the bar. Fill theyr days with the
array of activities and facilities offered at Grand Seasons -The Business Hotel. A relaxing end to
every day is possible with a visit to the massage, salon and spa. Burn off they vacation calories
with a quick visit to the hotel's fitness facility. Reasons to stay her Find rooms here that are cheaper
than 85% of all other options in the city. Compared to the city's accommodation options, this hotel
scored higher than 92% of them for food and dining. According to guests who stayed here, this
hotel's room comfort is rated higher than 92% of other accommodations in Bangalore.

Vision, Values, and Strategy

Distinguishing the Grand Seasons culture vision and strategy, developed in collaboration with
leadership and world-class board members from around the world, focuses on working together and

enhancing the core value.

● Integrity is everything

Grand Seasons believes that nothing is more important than reputation and behaving with the
highest levels of integrity is fundamental to who a Grand Seasons is. Grand Seasons demonstrates
a strong commitment to sustainable, responsible business practices.

● Outstanding value to markets and clients

Grand Seasons play’s a critical role in helping both the capital markets and our member firm clients
operate more effectively Grand Seasons considers this role a privilege, and Grand Seasons knows it
requires constant vigilance and unrelenting commitment.

● Commitment to each other

Grand Seasons believes that Grand Seasons culture of borderless collegiality is a competitive
advantage for Grand Seasons, and Grand Seasons goes to great lengths to nurture it and preserve it.
Grand Seasons goes to extraordinary lengths to support people.

● Strength from cultural diversity

Business challenges are complex and benefit from multidimensional thinking. Grand Seasons
believes that working with people of different backgrounds, cultures, and thinking styles helps our
people grow into better professionals and leaders.
17 | P a g e
Mission

Accelerate the return and rise of travel and tourism.

Purpose

● Give rooms, dining hall, party, do even hall packs who travel from outside country smart
platform that makes running their business easier and more professional than ever.

● Give Travelers a simpler, more enjoyable way to leisure and take vacations, backed by the best
professional service.

Beliefs

● The hotel should be easier for everyone involve them get assess in all the ways means the
amenities

● They provide 24/7 service for the guest who come and give quality service to the guest

● Travelers should be free to plane to book for their vacations with confidence

● 3,00,000 Travelers

More than 1,00,000 travelers have trusted Grand Seasons over the last twenty-eight years for
their accommodation.

● Travelers from Anywhere

Grand Seasons will take customers anywhere in the world.

● Best Prices

Customers get a best and cheap price with Grand Seasons at the best value.

● 24*7 Concierge

Grand Seasons will stay connected all the time while they are in the hotel to ensure it’s
seamless.

18 | P a g e
Department Structure of Grand Seasons

Fig 1: -Department Structure of Grand Seasons

Department Structure

1. B2B Department

Customers, known in B2B business as buyers, are represented by a buyer organization in the B2B
Organization structure. Individual users who belong to B2B organizations must register under their
respective organizations. A seller Organization is created to own all the organizations that own
stores.

2. B2C Department

The organization structure of a B2C store contains three organizations: root, default, and seller.
The following diagram depicts the B2C organization structure. All organizations in the business
become descendants of the root organization. The site administrators who maintain the online site,
are owned by the root.

3. Operations (Post Sales Department)

19 | P a g e
 An organizational structure is a system that outlines how certain activities are directed to achieve
the goals of an organization. These activities can include rules, roles, and responsibilities. The
organizational structure also determines how information flows Grand Seasons levels within the
company.

4. Customer Service Department

Customer service organizational structure is the hierarchy and rules that a company establishes
within its Customer Service Department. Customer service organizational structures help
professionals understand the expectations for their roles and which managers and team lead they
should contact concerns.

5. Human Resource Department

The Structure of HR includes functional areas such as recruiting and staffing, benefits,
compensation, employee relations, HR compliance, organizational design, training and
development, human resource information system (H.R.I.S), and payroll.

6. VISA Department

Visa Officers A(VOA) are senior locally engaged assessing and/ or decision-making officers
within the Immigration section. They may be placed in a visa or citizenship processing team or
within the New Delhi Integrity Section (NDIS), undertaking verification checks or assisting with
investigations.

7. Product department

Product development teams are responsible for understanding customer needs, creating something
new, and bringing it to market. Besides choosing what to build, they communicate the benefits and
measure the performance of the product-crucial duties within any company.

HOSPITALITY

The term "hospital sector" in the context of tourism is not a commonly used phrase, and it may be
a result of a misunderstanding or miscommunication. However, I can provide some insights into
different aspects of healthcare and tourism that might be related to theyr query:
20 | P a g e
Medical Tourism:
Medical tourism refers to the practice of individuals traveling to other countries or regions to seek
medical treatments, procedures, or healthcare services. This is a significant subset of the tourism
industry and is often considered a part of the healthcare sector. People might travel for various
reasons, such as access to high-quality medical care, lower costs, or specialized treatments.

Wellness Tourism:
Wellness tourism focuses on promoting health and well-being through various activities and
services, which could include spa treatments, fitness programs, yoga retreats, and other
wellnessrelated activities. Wellness tourism is closely related to the hospitality and tourism sectors,
as it often involves staying at resorts, hotels, or wellness centers.

Healthcare Infrastructure for Tourists:

In popular tourist destinations, there is a need for healthcare infrastructure to cater to the medical
needs of travelers. Hospitals and clinics in these areas may offer services tailored to tourists, such
as treatment for common travel-related illnesses or injuries.

Public Health and Safety:

Ensuring the health and safety of tourists is a critical aspect of the tourism sector. Local
governments and tourism boards often work to provide health services, emergency medical care,
and information about health risks and precautions to visitors.

It's important to note that the interaction between healthcare and tourism can have significant
economic and social impacts on both sectors. The healthcare sector can benefit from revenue
generated by medical and wellness tourism, while the tourism sector can offer enhanced services to
attract travelers interested in healthcare and wellness experiences. However, it's essential to ensure
the safety and quality of healthcare services provided to tourists to maintain a positive reputation
and encourage return visits.

21 | P a g e
 CHAPTER-3

LEARNING EXPERIENCE

One of the key experiences recommended for an undergraduate student is doing an internship.
Gaining work experience is the key to boosting employability, especially for students. After the
second year, the college decided to give the students an opportunity of undertaking an internship
for 1 month. Finding an internship for one month was not so easy, the companies were ready to
offer a 3-month internship but not for one month, then finally got an internship for 4-weeks in a
hotel industry

Week-1

On a principal day to the office, the reporting time was 10 am. Attendance was given as per the
signin procedure at the reception in the lobby.

22 | P a g e
 The first day it was learning about hotel which was totally a big task and we had a supervisor who
showed the whole building where as there were totally 6 floors and there are totally 38 rooms and
in that deluxe rooms are 16 and superior rooms are 16 and they have premium rooms of 6 grand
season hotel even had 4 spas and it is available all time and people can access that any time but
they have to pay separate bill for that where they have many services such as that they have a
separate guide they do have separate cab service and they even said that they even have tour
packages for travels and they have two branches one in Madhavpura and another one in kasthuri
nagar where the internship was done as the hotel had a back office In the basement where they had
even the storage area and where they had all the goods which were needed for the service and all
were available all time and they had regular checks every day and it was another job were as the
assigned job was like checking the products are all of it their like the vegetables, the room products
such as tissue, bath kit for the guest and other things too and the following task was taken up.

● Greetings

● How can I help theyr sir / madam?

● Language the customer prefers or is comfortable with.

● Customer details before they connect to the checking.

● Had to even explain them about the plane

● Is the customer traveling for any special occasion like a Birthday, Anniversary, or?
Honeymoon?

● Confirm customer contact details and their mail id.

● Confirm the right time for their room.

● Had to even collect their adhar or any of the government id proof.

● Had to show them the room and ask them weather they require any others services

● Thank them with greetings like ‘Thank they so much for theyr time and we hope
they have a great day in grand season hotel.

Also was asked to take their languages to their rooms and some time they might pay us but they
may not still it was the job role which was given so it has to be done and after the if there is any
order then had to receive it and give it to the kitchen department then it taken care by them and had
to even take care of the billing to and had a separate billing system for that and the way for the
whole week

23 | P a g e
Week -2

Had to the other once also so thought them the way how to have a conversation with the guest and
they were able to do that they got to know about GRC (guest registration card) made them to know
about that very well and good as well this way they were getting to know about it a in a good way of
it and learnt too getting to know well by teaching them and front office is not so easy at the same
time if we are going to take break because the other person may have done something and It might
become two times work and that will lead to conflict and that won’t be good had another role such as
had to be with the house keeping department were if there is any dame to a product of the hotel then
had to replace it and make it well and good their and then it self so that the next guest won’t be
having any issue with it and once even faced an issue such as the lift was not working and had to call
the person who is in charge of it and make it work at the time it self this was an the work which was
given once at this week there was a birthday party so had to send them to the 5 th floor and it was not
a easy task and they all were happy such as I helped them by guiding them to the hall and clicking the
pictures of them and that make them feel happy not only this had to give them the welcome drink
also this was the week two thing whuch was done

Week-3

By the third week, it was familiar how each department functions and maintained a good relationship
among hotel personnel. Got a good understanding of the roles and responsibilities given. It was
taught many factors about front office management through IDS software like check-in, check-out,
room status, guest management, and operations such as reservation. After 2 nd week on the 3rd week
they taught was to attach the documents to the GRC card. first have to scan the documents then check
the check in time, name an attach the documents. From morning till evening used to do this work for
1 one week. On the same week they taught that how to give rooms according to the guests This was
really hard for to handle because according to guest’s mind-set have given the rooms. Totally there
were only 25 rooms available in the hotel was and this was the tough time for that handle and also
group visitors used to come even handling the group was difficult time. More over some time had
issues regarding the parking areas such as there was no popper maintenance and guiding them was
also a task and had to go through that at the same time and had two party which took place and had
issue with parking area had one bus too were didn’t have place to park the two wheeler itself and now
bus but still some had the place and did it at this time and it was going well which was this was 3 rd
week learning experience.

24 | P a g e
Week 4

All the 3 weeks learnt how to handle problems of the visitors, everyday reception used get
complaints that Wi-Fi issues, TV is not working and other reasons. I used not all the problems
and call to the members who were working hotel. they use to go and solve the visitor
problems. This all we learnt in one-month internship. And also I learnt many things whenever
there was problem in key I used to go visitor’s rooms and then I used to give new key to
guest. this was the best experience. Some the visitors to give some tips for service. At same
way visitors used to give complain that this hotel has bad service.it was difficult to handle for
housekeeping department because they should clean the rooms fast and release the rooms
make it green so that if make the other customers to avail it and we had even three colours
such as green for available and red for it is been occupied and yellow for housekeeping
department is working on it and they are cleaning Rooms fast in the software. So that we
come to known that rooms are free now it’s time to give for the guest. This it works in our
hotel and gained a good knowledge about the hotel industry had utilized it in a well manner
this was a good learning experience for myself and my career this was all about

GRC DETAILS (GUEST REGISTRATION CARD)

● Checking the mail whether he/she done the booking in the hotel
● Check the name of the booking
● Then collect their ids like aadhar card, visa , which has address proof
● Scan the documents and check the timings room given and mention that
● Make suire that we have collect their mobile number and email id
● Now it’s time to give rooms for vistor, before that we have to see the they room they
have booked so according to that we have to give the rooms
● After that we have take the scanned documents and should be taken and attached to
the GRC card
● After that at the time of check out he have with GRC card with the all the bills which
they have spent and room bills, all the bills should be given with that, also we have to
give hotel card with that
● Make sure that the visitor has paid full charges and whatever they spent in hotel has
paid, before leaving guest we have to take the screenshot of the paid amount like
copy in which they made in card, phone pay etc.

25 | P a g e
 Front Office Management

Welcoming the guest

This is the first and main responsibility of the front office department. The staff in the front office
should welcome the guest in such a way that the guest feels safe and secured by the greetings and
also should feel that their selection of the hotel is the best and the perfect one for them. As soon
as the guests approach the front desk, we should welcome the guest by saying “NAMASTE” as it
is a tradition of our indian culture.

The Front Office is also called the nerve centre of a hotel. It can be defined as a front of the
housing department located around the foyer and the lobby area of a hospitality property. As The
front work area representatives will follow the visitor back as per the times of stay that thevisitor
has indicated. The front work area faculty illuminates the guest that look at is requiredassuming
their visit is up. The front work area staff will verify whether there are any remaining bills that
should be paid after the guest comes at the front work area for look at and guaranteethat the
installment is finished. These exceptional expenses could be for food, roomadministration,
clothing, and so on. There is one extra prerequisite to finish before the visitorleaves the lodging.

26 | P a g e
That is the means by which the receipt bills are ready. Hence, after the receiptbills are produced,
the visitor will be approached to sign the receipt bill. On the off chance that the visitor demands a
duplicate of the receipt, a copy will be made, set in an envelope, and gave to the client. With this,
the whole cycle — from the visitor's appearance through their takeoff is done.this department is
located around the foyer area of the hotel and is visible to the guests, patrons and visitors, they are
collectively called “Front Office”.Should guests have any problems or require to appreciate or
comment, they would normally go directly to the Front Office, because it is convenient to contact
and converse with other departments.
Therefore, this department is the direct delegate to link the work and report the consequence to
other departments. This department is one of the major operational and revenue-producing
departments of the hotel which generates two-thirds of the revenue earned by a hotel from the sale
of the guest rooms. It involves in providing valuable services to the guests during the entire guest
cycle.

Front office section-

The sections where I worked were as follows

● Reservation − It includes handling request of customers for reserving accommodations.

● Reception − It includes receiving the guests according to the highest standards and
registering them appropriately. It also includes bidding the guests off.

o Guest Services − They are also known as Uniformed Services. It includes personalized

guest services such as – o Handling guest luggage. o Handling guest mail. o Delivering

newspapers in accommodations. o Paging the guest inside the hotel (locating the guest in

the hotel).

o Arranging for a doctor in emergency.

o Parking guest’s automobiles.

27 | P a g e
 ● AYS-(At theyr service) is a telephone line which is manned 24/7 to receive the calls of
guests. They can call by dialling ‘0’ in the telephone of their room. The telephone
operator answers to calls of:
● Room service o Guest requests o Guest complaints
● Information about the hotel o Bookings for restaurants

o Bookings for events o Bookings for spa, etc.

These are the front office operational aspects

Lifting luggage’s
● As a bellboy look for the new arrival of guest.

● The guest vehicle stops at the hotel entrance.

● Go ahead and open the vehicle door.

● Greet the guest as, "Welcome to Horward Johnson hotel and spa. Do they need any help
with theyr luggage?"

● Help the elderly/disables guests to get out of the vehicle if required.

● Take the luggage in charge and ensure that nothing is left in the vehicle.

● Ask the guest’s name politely as, "May I know theyr name Sir/Madam?"

● Tag the luggage with the guest’s name.

● Ask if anything fragile or perishable is in the luggage.

● Add this information on the luggage tag.

28 | P a g e
 ● Inform the guest that their luggage is with they.

● Escort the guest to the hotel reception.

● Inform the guest that they will be taking care of their luggage.

● With the other front office staff, find out the accommodation number allotted to the
guest.

● Write the accommodation number on the luggage tag.

● Confirm if the guest registration formality is complete.

● Place the luggage on the luggage rack.

● If the room is not ready, then take the luggage to the store room.

● Record the luggage details into the Daily Luggage Register.

Telephone Operator

The supreme duty of a telephone operator is that of transferring calls from external the hotel to
the suitable guest room. For security measurement, operators have to do this without giving
out the room number of a hotel guest. The telephone operator may not often be faceto-face
with guests of the hotel, but plays an important role on behalf of the hotel to the guest. For this
situation, a friendly and polite tone of voice is all-important. The duties of the telephone
operator include answers incoming calls, straight calls to guest room through the switchbox
and if anyone calls from outside for reservation or booking rooms i used note down details of
them and collect the mail of booking details and give to the accounts and reservation
department.
This how i used to work with them.

Handling Luggage on Guest Departure-

● Inform the guest that they are going to guest’s accommodation to collect the luggage.

29 | P a g e
 ● Have an informal conversation with the guest as, "Mr./Ms. (Guest Name), I hope they
enjoyed theyr stay with us. Do they need an airport transport?"

● Collect the luggage from the guest room.

● If the guest needs to store the luggage for long term, tag the luggage with the guest’s
name, accommodation number, date and time of collection, contact number, and receive
the guest’s signature on long-term luggage request form.

● Ensure with the guest that nothing perishable is there in the luggage.

● Store the luggage on the designated departure area.

● If the guest is leaving the hotel immediately after check-out, then bring the luggage to the
lobby.

● If a transport vehicle is ready to go then place the luggage in the vehicle.

● Request the guest to verify the loaded luggage.

● Update the departure luggage movement on the Daily Luggage movement register.

Check In Procedure

Stage 1: Receiving and Registration

Receive the guest in front of the house

● Open the door and welcome the guest.

● The doorman informs the bell desk to pick-up the guest baggage.
● Bring the luggage and baggage into the lobby (Incase the bell desk team not available then
the doorman should assist with the baggage.)
● Escort the guest up to reception desk (usually done by the bellboy/porter)
● Provide welcome drink and welcome gift if any (Like Spice Garland, Spice box, Juice
etc.) Receive the guests at the reception
● Welcome the guest promptly with a cheerful and pleasant smile.
● Address with the appropriate surname, if known.

30 | P a g e
 ● Request for the reservation details like guest last name, confirmation no., booking source
etc.
● Request for the guest id card or passport.
● Request for the guest business card.
● Register the guest - Complete the registration card or register the guest
● Verify the information on the registration against the reservation ensuring the accuracy of
name, date, and payment mechanism.
● Stamp check-in time on the registration card.
● Show check-in in the hotel software/PMS.
● Carry out the final check of the registration card for the guest signature.
● Discuss room preference with guest as per the availability, or select an available room
which is "ready to let” and allocate the room.
● Take a note of the expected departure details.
● Take note of the airport drop, any special request etc.

Stage 2: Allocation of the room

● Allocation of the room means assigning a vacant and ready (VR) room to the guest for
staying (if this was not done already).

● For repeat guest assign room as per the preference.

● In order to allocate a guest room, accurate room status information is required. For this
purpose, a room status board or room rack is kept in the reception.
● When the room has been allocated, the reception should; Block or code the room as sold.
● Prepare key card of related room number by entering the arrival and departure date, rate
and offer it to the guest for signature.
● Give the room key to either the guest or the bellboy.
● Record guest arrival on daily arrival list.

Stage 3: Secure Advance Payment

● Advance payment should be done for security purpose. It is usually done by accepting a
cash deposit or taking a credit card.
● While handling advance deposit, whether cash/ cheque, always:
● Issue a receipt for cash/ cheque and record the payment in the guests ‘ledger.

31 | P a g e
 ● Accept credit card and evaluate for its credit limit and availability.
● Get the imprint of the card and obtain a guest signature.
● Get a pre-authorization (pre-auth) from the Credit Card company or EDC machine for the
required amount and record the same to the reservation.

Stage 4: Information Service

The receptionist is responsible for informing guest about the facilities and services offered by
the hotel. This helps the guest to familiarize about the hotel facilities and also to increase the
sale. At this point, the receptionist should;
● Acknowledge the guest about the hotel's activities, facilities, and service with direction
and location.
● Enquire if the guest requires a wake-up call. If so, record it correctly

Stage 5: Complete the check-in formalities After the check-in formalities are completed;

● The bellboy or the GRE should escort the guest up to the allocated room.
● Inform other departments and sections about the guest arrival by arrival notification slip.

Stage 6: Open the guest folio

● Open guest bill/ folio/folder and clear any old bill copies.
● Record the key information for billing purpose (room rate, number of nights, departure
date and mode of payment).
● File the bill in the guests' folio box together with the completed registration card.

Procedure for Guest Check-in

● Upon the guest’s arrival, greet the guest.

● Ask the guest for his/her name politely.

● Search the reservation record in the PMS.

● Generate and print a registration card.

● Handover a GRC to the guest for verifying printed details.

● Request the guest to show the ID card from an authorized institute.

32 | P a g e
 ● Request to show passport and visa in case of foreigner guest.

● Request the guest to fill in the details on the GRC

● Inform the guest about any early/late check-out policies.

● Request the guest to sign on the GRC.

● Update the details on the guest record.

● Create a guest account.

● Prepare copies of driving license/passport and visa.

● Attach them to the GRC and file the entire set.

Procedure for Guest Check-out

● The guest arrives at the front desk.

● Greet the guest.

● Print a copy of guest folio.

● Hand it over to the guest for verification.

● If there is any discrepancy, assure the guest about its solving.

● Resolve the discrepancy immediately.

● Apologize to the guest for inconvenience.

● From the guest database, ensure the guest’s preference of payment method. Recite it to
the guest.

● Settle the guest account.

● Print the receipt and give it to the guest.

● Ask the guest if he/she needs any assistance for luggage.

● Ask the guest if the transport facility to the airport is required.

● Greet the guest for giving an opportunity to serve as, “Hope they enjoyed theyr stay
with us. Thank they. Good (morning/afternoon/night).

33 | P a g e
 IMPORTANTANCE IN FRONT OFFICE

The front office department of the hotel has a special responsibility when it comes to creating
the ideal guest experience. It is often seen as the hotel’s face. Performing smooth check-ins,
handling queries in a prompt and helpful manner, and responding speedily to resolve any
problems will all go a long way to making a guest’s experience more enjoyable and positive.
As they can see, theyr front office department plays a key role in creating a good impression.
Hotel trends might change but a hotel’s front office must always maintain smooth and friendly
interactions with customers

Responsibilities in Front Office

The front office department in hotels has many duties on a daily basis. But it is essential to
understand the main responsibilities of the employees to understand how the department
functions. Below are three key duties of a front-office employee.

Planning Guest Experience

The clerks at the front desk play a very important role in presenting the hotel in its best light.
They have continuous contact with the hotel’s guests throughout the working day. A clerk’s
duties involve checking guests in and out, handling room payments and payments for services
or food and other items. It’s important that all these processes are handled smoothly. A front
office clerk’s duties extend to other aspects of the guest experience: recommending local
attractions, helping guests plan trips and activities, and making guests aware of the hotel’s
services and any activities offered on-site.

Accommodating Guest Requests

Guests may make various requests during their stay, which will be handled by the front desk.
They may need additional linen or toiletries or may wish to find out how to operate systems
such as heating, air conditioning, or entertainment systems. Guests may also need to report
issues with their rooms, such as items that don’t work properly or soiled items. Front office
staff may be able to take care of some of these themselves. In most cases, the front office will
need to interact with other departments. For example, they might need to get in touch with
housekeeping or speak to maintenance, then follow up.

34 | P a g e
 Secretarial Duties

Front office department staff will also perform a range of secretarial and clerical duties.
These include preparing spreadsheets, drafting letters, memos and other correspondence, and
preparing presentations. They may also perform tasks such as making travel arrangements
for senior team members or managing their calendars. Front desk personnel are often tasked
with photocopying documents, filing, handling correspondence via email or fax, and
ordering stationery and other office supplies. For smaller hotels, front office staff may also
handle some of the smaller accounting tasks, particularly those that relate to the
department’s finances and expenses.

Room Status
After the arrival of guest, it is always advised to check the room availability which can be
checked through the use of IDS software
Vacant room Are shown in green color

Occupied rooms Are shown in red color

Dirty rooms Are shown in yellow color

Expected departure Are shown in purple color

Fig: 2 Room status

Making of room keys

Of all the jobs assigned to me, creating room keys was the simplest because it took the least
amount of time and physical effort. Keys were distributed with the aid of specialized room
key issuance software. A welcome letter and the room key will be provided inside of an
envelope. The welcome letter will be consisting of Wi-Fi password, guidelines and various
room service dial numbers. They would have aksked to carry key collection at the time of
check out or reissue of room keys and if found any fault with the issued key. Due to the large
number of rooms, occasionally the bell boys would send me to collect the keys while riding in
a buggy with them.

35 | P a g e
Master keys

There were 3 master keys in front office, A master key is designed to open a set of several other
hotel rooms. Master keys were held with head bell boy, front office manager and another safety
key with front office desk. They were sent with guests to showcase the various room types offered
in our hotel.

Grand master keys

Grandmaster keys opens each hotel room, as well as frequently all housekeeping storage rooms
Sometimes, They were sent to open the rooms with the help of this master key if the doors are
being double locked.

Pre-Registration Card

Pre-registration card is a document to be filled by a guest at the time of arrival. It contains

details such as Name of the guest, nationality, address, phone number, passport, visa, arrival
and departure date, room type, meal plan, and mode of payment. The final section of the pre-
registration card requires the guest signature. In case the guest has booked room through third
party websites such as gibbon, Agoda, TripAdvisor the information shall already be printed
on the pre-registration card and the guest are allowed to cross the given information and room
details and sign the document

This internship was significant help for me in following ways: -

● Confidence and self-belief

● Developing personal relationship

● Communication skills

● Building an academic learning

● Expertise in customer service

● Teamwork

● Problem solving

● Managing time and multi-tasking

● Methodical approach

● Industry knowledge

36 | P a g e
 CHAPTER – 4

FINDINGS AND SUGGENTION

My experience at GRAND SEASON has taught me a lot of skills and life lessons that I am
sure will be very helpful during my career in the tourism and hospitality industry. It was my
first step towards getting to know the industry on a personal basis. My internship was a new
experience and I was very excited to learn something new. While learning mistakes are bound
to happen.
Mishap such as these taught me a valuable lesson.

37 | P a g e
FINDINGS
In the first week, I saw a part of building structure that appeared to be old tough it wasn’t part
of main building and used only by members of GRAND SEASON hotel it degraded the
standard of hotel. Recommendation Renovation is necessary for both safety and aesthetic
reasons

HOUSEKEEPING DEPARTMENT

Whenever the visitors ask for anything like towel, and other but hosekepping never gives in the
time and also whenever the visitors gives for laundry but laundry department gives late for them
Due them we used to get scolding from the guests

LANGUAGE BARRIER

The people over their they have to have knowledge about all the languages and improve in that
aspect and that would be a great thing

KITCHEN

The kitchen should be maintained well and good so that people have a good hygiene food and stay
healthy

PARKING AREA
There is no proper security for vehicals, which are been parked should improve in parking

BELL BOY
There is no bell bey. They have to appoint one person as bell boy.

SUGGESTIONS

• So the housekeeping department should be maintained proper timings and they

should satisfy thevisioters

• Firstly I have seen that when is group check in the hotel front manager doesn’t
known to handle the check in process and even reception doesn’t known to handle ,
they make them to wait for more than one hour . After everything they’ll give

38 | P a g e
 rooms . this has to improve in the hotel. And also housekeeping member doesn’t
work properly and visitors everyday they’ll risea complain.
• Food and beverage services were delayed at a catered event, making it impossible
to serve the requested food combo on time. The department hurriedly packaged
foods at the last minuteand used front office interns to speed up the process.
Transporting the combo was also a concern because the delivery to the specific
location was already running behind schedule. The food and beverage department
failed to adhere to the established schedule in this instance. Depending on the final
delivery and product quality at the location, the outcome might have been positive
or negative, but one must always present well in before the scheduled time without
urgency. During wedding events I could see a lot of guests exploiting the resorts
resources, discarding trash in the swimming pool and littering at nearby premises,
this made the beautiful lush green resort look shabby

CHAPTER 5
Conclusion

Based on the job training undertaken by me from July1st to July 30 th 2022, there are some
conclusions that can be drawn from the observations, experiences, and database in GRAND
SEASON Solo that had been learnt by me. The Front Office Department is the first

39 | P a g e
department of the hotel who will greet the guests on the first time they arrive at the hotel. The
Front Office Department has the most important rule which will give some good or bad
opinion of the guests. Therefore, it becomes their duty to impress the guests with their
hospitality and their knowledge about the hotel.

This knowledge is the most important thing that the Receptionist must know. As it is the main
point to communicate and to promote the hotel. I think there are still have many
communicating problem especially when they must use English. The receptionists are still
less able to communicate and interact with the guests. Many miss communicate happen when
they get some foreigner.

The second conclusion that I got from this job training is the knowledge and experience about
how to work in a hotel as a receptionist. It is such a new experience that I learnt. I could learn
many duties done by receptionist such as checking in and checking out the guests, answering
the telephone calls, handling some reservations from internet or phone, etc. Besides, I could
feel how the world of working is. When I became a trainee receptionist, I also learnt so many
languages from some foreigner like spanish, Japanese, American, and many more. It is such a
nice experience that I could speak with them and knew their English speaking accents.

The third conclusion that I got is the main problem of the Front Office Department of
GRAND SEASON Solo precisely from the receptionist. It is the English quality of the
receptionist especially the English speaking skill. Almost all of the receptionist of Horward
Johnson Hotel Solo could not speak English fluently. I was get shocked when I knew this
problem. It is such a weird case in a 4-star heritage hotel. I think it will be a big problem for
GRAND SEASON if it is not solved as soon as possible. It can make the hotel losing its star
because of the bad opinion from the foreigner. It is such a shame for a 4-star heritage hotel.
From doing this job training, I could meet and knew some foreigner. I meet a foreigner and I
am so impressed of their kindness. Even when they came to several days ago, they still look
for me. At last I could tell that it was enjoyable days spent in the hotel and in am glad that I
have learnt everything in front office.

40 | P a g e
 REFERENCES

• https://www.google.com.pk/travel/hotels/entity/CgoIgeHFu9aGn6RdEAE?utm_campaign=shari
• ng&utm_medium=link&utm_source=htls&ved=0CAAQ5JsGahcKEwjA3IfErYSCAxUAAAAA
HQAAAAAQBQ&ts=CAEaIAoCGgASGhIUCgcI5w8QCxgNEgcI5w8QCxgOGAEyAhAAKg
kKBToDSU5SGgA
• http://grand-seasons-the-business.hotels-in-bangalore.com/en/

41 | P a g e
• https://www.agoda.com/grand-seasons-the-business-hotel/hotel/bangalore-in.html
• https://www.eoiriyadh.gov.in/page/types-of-tourism-in-india/

42 | P a g e