Manpower Required in The Hotel

MINISTRY OF TOURISM
DEPARTMENT OF TOURISM GOVERNMENT OF INDIA
MANPOWER REQUIREMENT IN HOTEL INDUSTRY, TOUR OPERATORS & TRAVEL SECTOR MANPOWER TRAINED BY DIFFERENT INSTITUTES & PLACEMENT SCENARIO
A MARKET PULSE Report

February 05, 2004
Market Pulse: H-20, 1st Floor, Green Park Extension, New Delhi 110 016 Ph: 2618 7043/45, 2616 5305/10 Fax: 2618 9486, E-mail: marketpulse@vsnl.com
TABLE OF CONTENTS
Chapters BACKGROUND TERMS OF REFERENCE 1.0 2.1 3.0 4.0 5.0 6.0 7.0 8.0 9.0 10.0 11.0 12.0 PROJECT METHODOLOGY TOURISM IN INDIA : A SNAPSHOT HOTELS IN INDIA EMPLOYMENT IN HOTELS PROFILE OF HOTEL EMPLOYEES RESTAURANTS IN INDIA EMPLOYMENT IN RESTAURANTS PROFILE OF RESTAURANT EMPLOYEES PROJECTED DEMAND FOR TRAINED MANPOWER TRAVEL & TOUR OPERATORS HOTEL MANAGEMENT INSTITUTES TRAVEL & TOUR INSTITUTES APPENDIX 1 APPENDIX 2 APPENDIX 3 Page Nos. 1 2 03-06 07-9 10-18 19-26 27-34 35-41 42-54 55-59 60-68 69-73 74-77 78-82
EXECUTIVE SUMMARY Recent tourism statistics reveal that both domestic and foreign tourism are on a robust growth path. This growth will need to be serviced by a substantial increase in infrastructure, including air-road, rail connectivity as well as hotels and restaurants. In this context, Department of Tourism (MR Division), Ministry of Tourism & Culture, Government of India, commissioned our firm Market Pulse, to assess the manpower requirement in the hotels and restaurants sector as well as tour & travel operation. This study is based on an extensive primary field survey in 27 important tourist destinations. More than 900 questionnaire-based face-to-face interviews with personnel in hotels, restaurants, tour & travel operators, hotel and travel/ tourism management institutes, tourism offices and municipalities have been carried out by our field research team. In addition, physical scanning of cities and sections of highways has been done to estimate the number of hotels, motels and restaurants in the unorganized sector (refers to small businesses that are not members of any trade body). Analysis of secondary data from municipal corporations, trade directories, hotel and restaurant associations has also been used in this estimation. Some of the key findings of this study are mentioned subsequently. Hotels in India There are an estimated 1.2 million hotel rooms in the country. However, the star category hotels account for a mere 7% (approximately 80000 rooms). Our forecast is that there will be a total of 2.9 million and 6.6 million hotel rooms in 2010 and 2020 respectively. The larger four & five star hotels (along with the heritage hotels) employ on an average 162 people per 100 rooms, compared to 122 in the One, Two & Three Star Hotels and 58 in the unorganized sector.
There are almost 750,000 people working in hotels across India. In addition, there are more than 1 lakh employees working in motels on state & national highways. Employment is forecast to increase to 3.5 million by the year 2020. A bulk of the employees (approximately 60%) are working in F&B service, Kitchen and housekeeping. Almost 80% of the employees in key hotel functions such as F&B, front office and housekeeping are young; they are less than 40 years old. Most employees in the management/supervisory cadres in the front office, F&B service, kitchen and housekeeping function of the larger four & five star hotels have a formal hotel management qualification. Almost half the managers and supervisors of the one three star hotels have either a hotel management degree/diploma or a Food Crafts Institute Certificate. Hotels in the unorganized sector employ largely untrained manpower. Restaurants in India Our estimate is that there are at least 140,000 restaurants in urban India. Delhi and Mumbai account for nearly 15% of these restaurants. Conventional restaurants account for the largest population (30%), followed by sweet shops (16%), fast food outlets (16%) and dhabas (13%). While the number of conventional restaurants ranges between 10-20 numbers per lakh of population, the total number of eating places could be as high as 86 per lakh of population (as in the North). The total number of restaurants could touch 200,000 in year 2010 and 240,000 in year 2020. There are almost 1.85 million people working in restaurants across India. Employment is forecast to increase to 2.73 million by the year 2020. In addition, there are more than 1.3 million people employed in small restaurants and dhabas on the state and national highways.
Almost 70% of the employees in key functions of F& B service and kitchen are less than 30 years old. Almost 20% of those employed in F & B of conventional restaurants, cafes and fast food outlets are diploma holders either from private hotel management institutions or Food Craft Institutes. Dhabas, largely, employ untrained manpower. Travel Trade Business in India There are approximately 6000 travel trade companies/ firms in the country. The population of these agencies could be growing at 7.5 - 10% annually. On an average, each of these travel trade agencies employ 14 15 people. This sector employs almost 83,500 people. Of them, a significant proportion are in functions such as ticketing, tour operations and accounts/ administration. Our forecast is that the employment in this sector will touch 242,000 by year 2020. Almost 44% of the employees in ticketing have a formal IATA/ UTA certificate or a diploma in travel & tour management; 17% of those in administration also have a formal education in travel & tour management. Overall, 17.5% of the employees have formal training in tour and travel management. Annual Demand for Trained Manpower: A Forecast The annual demand for trained manpower in hotels and restaurants is likely to touch 29,000 by the year 2010; this is likely to increase to approximately 39,000 by the year 2020. The demand for trained manpower in hotels and restaurants is likely to be boosted by aggressive expansion of fast food restaurants/ cafe, an increase in 1 3 star budget hotels, golden quadrilateral of national highways as well as the preference for youth in this sector. The annual demand for trained manpower in the travel and tour sector is likely to be 1275 and 2075 in 2010 and 2020, respectively.
Training Institutes in Hotel Management/ Food Craft There are approximately 175 training institutes engaged in hotel management and food craft; 50 of them are government sponsored/ owned. Of the 125 private institutes, only 47 are registered with AICTE. A total of 18000 students are graduating with a degree/ diploma in hotel management or food craft. Of them, only 20% are obtaining training in government sponsored institutes. Only 3800 students (21%) are completing diploma/ certificate courses; a majority of them are completing 3-year degree courses. These institutes claim 100% placement for the graduating class. However, 35 40% of the graduates are joining other emerging sectors such as call centers because of the following reasons: Better salaries in alternative careers Poor perceived image of work in hotels Reluctance to take up job in the service function of hotels & restaurants In this scenario, there is likely to be a shortage of trained manpower in this sector. Training Institutes in Travel & Tourism Management There are 172 training institutes engaged in travel and tour management education; only 11 of them are government sponsored institutes, 78 are affiliated to universities while the balance are privately owned ones. Approximately, 17,500 students are completing IATA/ UFTA certified diploma courses, graduate and post-graduate degree courses.
Strategic Recommendations The present and new hotel management institutes have to train a substantially larger number of students to cater to the increasing demand in hotels and restaurants. In our opinion, the student throughput of diploma and certificate courses needs to be increased substantially; this could be done by altering the mix of students in favour of the short-term courses. Since trained manpower is scarce in the smaller hotels, a training module in the form of audio and video CDs can be explored. The existing training infrastructure for the travel and tour sector appears to be adequate. A joint sector campaign has to be undertaken to generate pride in a hotel management career. This will help attract and retain trained manpower in this sector.
KEY RESEARCH FINDINGS HOTELS IN INDIA: Present Infrastructure There is an estimated 1.2 million hotel rooms in the country. However, the star category hotels account for a mere 7% (approximately 80000 rooms); most of the rooms are contributed by budget hotels, guesthouses and inns, that cater primarily to domestic tourism. The metropolitan cities of Delhi, Mumbai, Chennai, Hyderabad and Kolkata, along with Goa account for 62% of the rooms in the five & four star category. The other smaller hotels are more geographically dispersed; this results from a strong correlation between hotels in the unorganized sector and domestic tourism statistics. Places of pilgrimage such as Tirupati and Haridwar have significantly lower availability of rooms 28 & 150 rooms per lakh of tourists, respectively. Our forecast is that there will be a total of 2.5 million and 5.8 million hotel rooms in 2010 and 2020 respectively. This assumes that the infrastructure growth will keep pace with the anticipated growth in tourism. The other assumption is that the mix of hotels will remain the same; however, this might change in favour of the organized sector, if government initiatives take shape. Geographical spread might also change in favour of North-eastern states, J&K, West Bengal, Andhra Pradesh, Madhya Pradesh & Uttar Pradesh.
HOTELS IN INDIA: Employment Pattern & Forecast Employment intensity increases with the size of hotel. The larger Four & Five star hotels (along with the heritage hotels) employ on an average 174 people per 100 rooms, compared to 122 in the One, Two & Three Star Hotels and 58 in the unorganized sector.
Employment Intensity (Employees per 100 rooms) 174 Total Employment 2002 Total Employment 2010 Total Employment 2020
5/4 star Hotels 1-3 star Hotels Smaller hotels Total
57,000 52,500 638,000 7,47,500
83,000 63,000 14,05,000 15,51,000
1,10,400 83,000 32,61,500 34,54,900
122 58 NA
In addition, there are more than one lakh employees working in motels on state and national highways. A bulk of the employees approximately 60% are working in F&B service, Kitchen and housekeeping. Front offices of the larger hotels account for nearly 7% of the employees.
Hotel Employee Profile
Five/Four Star Hotels: Most employees in the management/supervisory cadres in

the front office, F&B service and housekeeping have hotel management backgrounds. Almost 90% of the chefs are having a hotel management degree/diploma or a certificate from a Food Crafts Institute.
Three, Two & One Star Hotels: Almost half the managers and supervisors have
either a hotel management degree/diploma or a Food Crafts Institute Certificate. A majority of those at junior levels are just graduates or even SSC pass.
Unorganized Sector: Only a few of the managers have a hotel management

degree/diploma. Most of the employees consist of untrained manpower. Almost 80% of the employees in key hotel functions such as F&B, front office and housekeeping are young; they are less than 40 years old. In the smaller hotels, more than 50% are less than 30 years old.
RESTAURANTS IN INDIA: Infrastructure The burgeoning middle class and evolving lifestyle is driving the demand for quality restaurants both conventional ones as well as fast food outlets and cafes. Our estimate is that there are at least 140,000 restaurants in urban India. Delhi and Mumbai account for nearly 15% of the restaurants. Conventional restaurants account for the largest population (30%), followed by sweet shops (16%), fast food outlets (16%) and dhabas (13%). Northern region already has over 10000 fast food outlets serving Chinese, Western and Indian food. While the number of conventional restaurants ranges between 10-20 numbers per lakh of population, the total number of eating places could be as high as 80 per lakh of population (as in the North).
Employment Pattern & Forecast: The total number of restaurants could touch
200,000 in year 2010 and 240,000 in year 2020. The mix is likely to remain largely the same; however, fast food outlets and cafes in the organized sector are likely to grow much faster than the others if one goes by the stated expansion plan of large chains.
Employment Intensity (Employees per 100 chairs) Total Employment 2002 Total Employment 2010 Total Employment 2020
Conventional Restaurants Cafes/Coffee/ Tea Vendors Fast food Outlets Dhabas/Bhojanalays Total
26 31 32 26 NA
926000 270000 284000 179000 1659000
1226000 406700 401600 253900 2288200
1436000 504500 487800 306300 2734600
In addition, there are more than 1.3 million people employed in small restaurants and dhabas on the state and national highways. By 2020, even a 10% share for the organized sector will generate nearly 130,000 jobs for trained manpower. More than half the employees are in key functions of F& B service and kitchen and are less than 30 years old. Almost 60% of these employed in kitchens of conventional restaurants, cafes and fast food outlets are diploma holders either from private hotel management institutions or Food Craft Institutes. Only 20% of people in F&B Service are hotel management degree/diploma holders. Restaurants, employ largely untrained manpower.
PROJECTED ANNUAL DEMAND FOR TRAINED MANPOWER
Year 2010
Hotels Restaurants Total 7000 45000 52000
Year 2020
10000 45000 55,000
Key drivers of demand for trained manpower are likely to be the expansion of the organized sector, golden quadrilateral and preference for youth in the hospitality sector. Presently, 16850 students are being trained in hotel management, annually. Only 22% are graduating from the Government promoted institutes. Nearly 40% of them are pursuing alternative careers in other emerging service sectors (such as call centres). These statistics indicate that there could be a severe shortage for trained manpower by the year 2010.
PROJECT TEAM Chief Technical Advisor: Ejaz Hoda (38 years) A graduate of IIT, Delhi and a post-graduate from IIM, Bangalore, has over 15 years of experience in the area of market research. Brings to the team a marketing focus as well as experience of diverse products and services. Specializes in consumer research, statistics and market entry strategy. Has pioneered the use of databases in marketing, spearheads the research and development of new research methodologies and techniques such as mpEVOLUTION & intelliPROBE, has co-authored iConsumer, a comprehensive research publication on Indian consumer markets and MACCESS 2002 a unique report on Indian Mens Accessories. Has been the chief research advisor on important assignments for multinational corporations such as Frito Lay (a PepsiCo), Hyundai Motor, Nestle India, Pillsbury India and Spice Telecom. Has also been on the Young Business Committee of Confederation of Indian Industry (CII). Chief of Project: Makarand Chaurey (40 years)
A graduate of IIT, Kanpur and a post-graduate from IIM, Ahmedabad, has over 10 years of experience in the areas of industrial research, project appraisals and financial services. Has established cutting edge quality systems and specializes in demand forecasting and advanced statistical analysis for the industrial & automotive sectors. Has co-authored iConsumer, a comprehensive research publication on Indian consumer markets and worked on important assignments for Honda Cars, DCM group and PVR.
Head of Data Processing & Analysis: Dominic Sebastian (33 years): Heads the data processing team and specializes in computer-aided statistical analysis. Has 8 years of hands-on experience with specialized software (SPSS, XLSTAT & STATS) that enables statistical analyses such as correspondence analysis, multiple discriminant analysis, significant testing and database management. He is assisted by a team of 5 data processing executives. Program Coordinator: Akhtar Siddiqui (28 years)
Heads the field function and is responsible for field briefing, accurate implementation of sampling plans and quality control in relation to field research. Has played a key role in mapping different cities and rural areas in terms of consumer demographics, on an al-India basis. He is assisted by a team of 12 field officers and research associates. Research Executives/Associates: Qammar Naseem Ahmad, Prabhat
Kumar, Deepak Raj, Kaushal Kishore and Rajendra Prasad Have been instrumental in collection of all primary data as well as compilation of secondary data.
BACKGROUND India offers diverse opportunities for tourism, be it for leisure or business. Over 2.5 million foreign tourists (including NRIs & PIOs) visit India every year. By comparison, domestic tourism is significantly greater. Statistics reveal that we are likely to witness a sharp increase in both domestic and international tourist traffic. The rapid increase in tourism is being fuelled by a wide range of contributory factors as outlined in the table below. Tourism Segment Domestic tourism Growth Drivers Rapidly increasing purchasing power of the middle class. Better road connectivity Evolving lifestyle International tourism Development of internationally acclaimed destinations such as Kerala & Rajasthan Favourable perception of Brand India Attractive market that motivates foreign business travelers The growth in tourism will have to be serviced by a substantial increase in infrastructure, including air-road-rail connectivity, hotels and restaurants. It is in this context that Department of Tourism, Ministry of Tourism & Culture, Government of India, has decided to undertake a study to assess the manpower requirement in the hotel and restaurant sector as well as the tour and travel operation business. Our firm Market Pulse has been commissioned to conduct this study. This document presents the findings of the study.
TERMS OF REFERENCE 1. To analyze the job opportunities in the hotel sector by assessing : Current manpower requirement and the requirement by 2010 & 2020 of different categories of personnel in star category, heritage hotels, un-approved hotels, restaurants and cafeterias (both region-wise and state-wise) The manpower available in the hotel industry and a comparison of the same with the total workforce. 2. To make an estimate of trained manpower by assessing the number of personnel (category-wise) trained presently and in 2010 & 2020. The institutes to be considered are as follows: National Council for Hotel Management and Catering Technology (NCHMCT) Private sector and other agencies related to travel and tourism 3. To analyze the placement scenario (category-wise) of the students and quantify the number of students passing out from various institutes, offering courses related to travel and tourism. The institutes to be considered would be IHMs/ FCIs under NCHMCT as well as private institutions and other agencies related to travel and tourism. 4. To assess the current manpower requirement as well as for 2010 & 2020, in the tour operation and travel sector.
CHAPTER 1
PROJECT METHODOLOGY
This study is based on an extensive primary field survey, analysis of secondary data as well as physical scanning of cities. The primary field survey has been carried out in 27 important tourist destinations. These have been selected from different destination categories on the basis of their tourist traffic. More than 900 interviews have been conducted by our field research team, comprising 3 field officers, 2 research associates and a team of 5 field interviewers. The sample composition is detailed in table 1.1. below. The interviewee in each of the segments comprised of middle senior level managers in the Human Resource departments of large organizations as well as the ownersmanagers of smaller organizations. Secretaries and director level officials of state tourism offices, municipal bodies and relevant hotel associations have also been interviewed. The sample has been randomly selected so as to be representative of a cross-section of that segment.
1.1. Sample composition (Number of Interviews) Region Cities Hotels Restaurants Travel &Tour operators Hotel Mgmt. Institutes Tourism offices & Municipalities Total
North
Delhi Agra Haridwar Shimla Varanasi Amritsar
42 14 3 3 5 5
59 18 10 5 13 10
2 2 0 3 1 2
11 0 0 1 1 0
3 3 3 2 4 2
117 37 16 14 24 19
Region
Cities
Hotels Restaurants
Travel &Tour operators
Hotel Mgmt. Institutes
Tourism offices & Municipalities
Total
South
Trivandrum Cochin Ooty Mysore Bangalore Chennai Tirupati Hyderabad
11 6 6 3 8 8 2 2 17 8 3 5 3 31 10 9 8 15 10 7 5 249
21 15 14 4 7 6 5 11 33 11 1 12 9 77 24 20 9 36 4 6 6 446
2 2 1 1 3 1 2 2 4 2 1 1 0 7 2 3 1 4 2 1 1 53
1 1 1 1 3 3 0 3 2 1 0 1 0 11 2 3 0 2 1 2 0 51
4 4 0 2 8 4 1 8 7 6 2 9 2 7 6 3 4 5 3 11 2 115
39 28 22 11 29 22 10 26 63 28 7 28 14 133 44 38 22 62 20 27 14 914
East
Kokata Bhubanesh war Puri
North East Central
Guwahati Shillong Ahmedabad Pune Aurangabad Goa Udaipur Jaipur Khajuraho
West & Mumbai
All India
Project Coverage Hotels All star category & heritage hotels Others registered with municipal bodies or hotel associations. Various small hotels/ guest houses/ inns scattered in residential areas or located in pockets near the railway station, inter-state bus depots, etc. Restaurants All conventional restaurants (AC /non AC) registered with municipal bodies or listed in telephone/trade directories Fast Food chains Dhabas/hawkers/ juice corners Cafeterias, etc. Travel & Tour Operators Hotel Management and Travel & Tour Institutes The states of Jammu & Kashmir and Bihar have not been directly covered in addition to some union territories such as Andaman & Nicobar, Pondicherry and Lakshwadeep. The states covered by our research account for 88% and 94% of domestic and foreign tourist visits, respectively. Hence, for purposes of estimating national statistics these contribution ratios have been used. Organized sector players registered with TAAI Other small and medium sized travel agencies Ticketing agents Those registered with NCHMCT Private sector institutes
Information Areas Structured questionnaires (refer Appendix 1) were developed for each of the segments under study. The information areas addressed by the questionnaires are briefly mentioned subsequently.
Hotel/ Restaurants/ Travel & Tour Operators

Employment pattern across functions Age profile of employees Business particulars Proportion of temporary employees across functions
Institutes of Hotel Management (both private and NCHMCT)

Batch size, i.e number of students graduating annually Courses/ Subjects offered Tenure of the course Interviews with the officials of municipal bodies and hotel associations were used to estimate the number of hotels and restaurants in each of the cities under study. Additionally, comprehensive physical scanning of each of the destinations under study was carried out to estimate the proportion of hotels (guest houses, inns and small hotels) and restaurants (including dhabas) in the unorganized sector. A study of the local telephone and trade directories as well as registered Internet websites was also used to estimate the number of travel and tour operators as well as private institutes of hotel management and travel management institutes.
CHAPTER 2
TOURISM IN INDIA : A SNAPSHOT
Attractiveness of diverse destinations and increased levels of marketing are transforming India into a thriving tourist centre of the world. Although, Indias shape of world tourist arrivals is a mere 0.37%, recent statistics indicate a robust growth of more than 15%. In addition, growth in the disposable income of more than 200 million people belonging to the middle class is changing the profile of domestic tourism. Statistics from Ministry of Tourism and Culture reveal that domestic tourist visits have increased from 191 million in 1999 to an estimated 272 million in 2002. This represents a compounded annual growth rate of 17%. Domestic tourism in both North and North-Eastern regions have registered high growth rates (20% and 63% CAGR, respectively). While Southern India experienced a 6% growth, West/ Central and Eastern regions experienced a marginal decline. The growth rates point towards relative needs for infrastructure development in these regions.
2.1 Geographic Contribution of Domestic Tourism
2.2 Geographic Contribution of Foreign Tourism
6%
13% 1%
35%
0%
41% 39%
8% 23%
34%
North
South
East
West & Central
North East
North
South
East
West & Central
North East
2.3. Tourist Traffic in Important Destinations (covered by research) State AP Tamilnadu City Hyderabad Tirupati Chennai Ootty Bangalore Mysore Cochin Trivandrum Agra Varanasi Shimla Delhi Haridwar Amritsar Bhubaneshwar Puri Kolkata Guwahati Shillong Mumbai Pune Aurangabad Ahmedabad Goa Jaipur Udaipur Khajuraho Domestic 7099871 7967264 4635278 1806969 5181381 1373637 961820 775225 1543988 3027277 1227710 1228059 5316980 172404 373122 1014449 5280530 1953915 268609 8599938 584874 1077971 1325296 589414 471576 122616 Foreign 475131 718325 310198 67014 172880 45832 87357 65240 682737 272938 37860 543036 5859 5057 9611 9691 529366 6409 3146 749206 50953 13179 271645 81451 101303 24093 Total 7575002 8685589 4945476 1873983 5354261 1419469 1049177 840465 2226725 3300215 1265570 1771095 5322839 177461 382733 1024140 5809896 1960324 271755 9349144 635827 1091150 1596941 670865 572879 146709
Karnataka Kerala UP HP Delhi Uttaranchal Punjab Orissa WB Assam Meghalaya Maharashtra
Gujarat Goa Rajasthan MP
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2.4. State-Wise Tourist Traffic 2002 (covered by research) Domestic Andhra Pradesh Tamil Nadu Karnataka Kerala MP UP HP Orissa Assam Meghalaya Rajasthan WB Delhi Utranchal Maharashtra Gujarat Goa Punjab Total Contribution % All India 60487370 41274392 8678170 5568256 6487773 73067000 4958917 3289205 2833042 268609 8300190 8503573 1228059 11818221 10896408 5735286 1325296 305977 237874638 88 271840337 Foreign 210310 804641 59545 232564 111813 109464 144383 23279 4262 3146 428437 531335 543036 55762 949269 34187 271645 8975 4526231 94 4828624 Total 60697680 42079033 8737715 5800820 6599586 73176464 5103300 3312484 2837304 271755 8728627 9034908 1771095 11873983 11845677 5769473 1596941 314952 242400869 88 276668961
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CHAPTER 3
HOTELS IN INDIA
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One of the pillars of tourism infrastructure is made up of the places of lodging. Given the disparate socio-economic profile of domestic tourists, hotels exist in both the organized and the unorganized sector. In addition to the star category hotels, there are smaller hotels, guesthouses and inns that cater largely to domestic tourists. The pilgrimage destinations also have a large number of dharmashalas to support the seasonal increase in the number of tourists. In this study, we have carried out the required analyses for the following 3 segments: 5star, 4 star and heritage hotels Three, two & one star hotels Small budget hotels, guesthouses & inns in the unorganized sector. 3.1. A Hotel Map There is an estimated 1171000 hotel rooms in the country in both the organized and unorganized sectors combined. The star category and heritage hotels account for 7% of the hotel rooms; the balance is contributed by other places of lodging such as budget hotels, guesthouses and inns.
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3.1 % Contribution of Hotel Segments to Total Rooms

3% 4%
93%
5star/4star/Heritage Hotels
1-3 star Hotels
Others
3.1.1. Five & Four Star/ Heritage Hotels These hotels have a total of almost 36000 rooms. The metropolitan cities of Delhi (21%), Mumbai (17%), Chennai (7%), Hyderabad (5%) and Kolkata (5%) account for 55% of the rooms in this category. Goa accounts for 7% of the rooms. 3.1.2. Three, Two & One Star Hotels These hotels have 43000 rooms and are more extensively spread than their larger counterparts. They are not concentrated in the metropolitan cities. Both Mumbai and Goa have a significantly higher presence of these hotels; they together account for 5939 rooms (14%). The states of Andhra Pradesh (5045 rooms), Tamil Nadu (6213 rooms) and Maharashtra (6588 rooms) together account for almost 42% of the rooms in this category.
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3.1.3. Other Hotels in the Unorganized Sector These hotels are also well spread throughout India; their presence is correlated with the number of domestic tourists visiting different tourist destinations. The 3 states of U.P, Rajasthan and Tamil Nadu account for almost 45% of the total availability in the country. 3.2. State-wise Rooms Availability 2002 State Andhra Pradesh Tamilnadu Karnataka Kerala MP UP HP Orissa Assam Meghalaya Rajasthan WB Delhi Uttaranchal Maharashtra Gujarat Goa Punjab All India Total rooms 58362 89293 71897 44049 39181 295436 53236 46683 10900 2115 128823 17278 27272 17846 51893 60468 11924 8975 1171121 5 & 4 Star Hotel rooms 2007 2431 1875 1464 547 2504 262 389 160 50 3351 1797 7677 323 7561 712 1819 499 35574 1, 2 & 3 Star Hotel rooms 5045 6213 1967 3694 922 1739 372 703 414 115 2798 1428 1507 1013 6588 1629 1099 1508 42991 Other Hotels 51310 80649 68055 38891 37712 291193 52602 45591 10326 1950 122674 14053 18088 16510 37744 58127 8952 6968 1092556
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3.2. Total Rooms Availability per Lakh Tourists Places of pilgrimage such as Tirupati and Haridwar have significantly lower availability of rooms 28 and 150 rooms per lakh of tourists, respectively. Even Agras availability of rooms is substantially lower (175) than the national average. However, this could be attributed to the fact that a large number of Agra tourists stay in Delhi. By comparison, states such as Delhi, Karnataka, Himachal Pradesh, Orissa, Rajasthan and Gujarat have substantially higher availability of rooms for tourists. 3.3. State-wise Availability of Rooms State Andhra Pradesh Tamilnadu Chennai Ooty Karnataka Bangalore Mysore Kerala Cochin Trivandrum M.P Khajuraho Hyderabad Tirupati City Total Rooms 58362 13183 2452 89293 17577 6334 71897 51507 4230 44049 5861 8488 39181 871 Rooms per lakh Tourists 96 174 28 351 355 338 823 962 298 759 559 1010 594 594
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State U.P
City
Total Rooms 295436
Rooms per lakh Tourists 404 175 558 1043 1043 1409 906 1597 556 556 778 778 1476 1919 957 184 184 1540 150 150 438 307 NA 2369 1048 1048 747 2850 2850 423
Agra Varanasi H.P Shimla Orissa Bhubaneshwar Puri Assam Guwahati Meghalaya Shillong Rajasthan Jaipur Udaipur W.B Kolkata Delhi Uttaranchal Haridwar Maharashtra Mumbai Pune Aurangabad Gujarat Goa Punjab All India Ahmedabad Goa Amritsar
3891 18423 53236 13202 46683 3467 16360 10900 10900 2115 2115 128823 12874 5482 17278 10709 27272 17846 8000 51893 28682 2935 15060 60468 11436 11924 8975 5057 1171121
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3.3. Growth in Tourist Traffic

1999-2002
2003-10 (Projected Growth)
12.7 6.4 -18.5 4.5 14.7 4.7 6.8
Andhra Pradesh Tamilnadu Karnataka Kerala Madhya Pradesh Himachal Pradesh Orissa
5.0 5.0 5.0 5.0
10.0
5.0 10.0
408.0 18.9 6.4 24.2 -14.1 16.3 10.0 11.4 -20.7 8.7 9.7
Assam Meghalaya Rajasthan West Bengal Delhi Uttar Pradesh Uttaranchal Maharashtra Gujarat Goa Punjab
5.0 10.0 5.0 5.0 5.0 5.0 5.0 5.0
20.0 20.0
10.0
Growth statistics pertaining to tourist traffic are based on statistics of Ministry of Tourism. For the period 2003-10, we have assumed that growth in tourist traffic will follow more or less the same trend as in the past. Thus, some (north-eastern state are likely to experience very quick annual growth of approximately 20%, others like Delhi, U.P, Tamul Nadu and Karnataka, where growth has already slowed down, will experience a 5% growth annually. Still others like W.B, A.P and M.P are likely to grow at 10% annually, since they have displayed robust statistics in the recent past.
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3.4. Rooms Availability: A Forecast (2010 2020) In order to arrive at an estimate of hotel rooms in different states, the following bases have been assumed. The growth in star category hotels will follow the same trend as in the last 4 years. This trend has been obtained from the projects approved by the Ministry of Tourism in the last 4 years. If growth rate in tourism accelerates, this estimate can be treated as a conservative estimate. The growth in hotels in the unorganized sector will depend on the growth in tourism (domestic and foreign combined). The other assumption is that the 18 important states covered in the primary research will continue to represent 88% of hotel rooms in the unorganized sector. In 2010, there will be a total of 2.9 million hotel rooms, more than twice the numbers in 2002. Star category hotels will have almost 100,000 hotel rooms, while the balance will be present in the unorganized sector. The states of Andhra Pradesh, Madhya Pradesh, Uttar Pradesh, Assam/Meghalaya and West Bengal will register the quickest growth trends. The states of Delhi, Karnataka and Gujarat might experience a stagnant phase. These are also those states that already have a high availability of hotel rooms. In the year 2020, there should be approximately 6.6 million hotel rooms, if the full potential of tourism is tapped. We feel that the contribution of North-eastern states as well as J&K, would be substantially higher than the present levels.
19
3.5. Rooms Availability in 2010 (A Forecast) State Andhra Pradesh Tamilnadu Karnataka Kerala Madhya Pradesh Uttar Pradesh Himachal Pradesh Orissa Assam Meghalaya Rajasthan West Bengal Delhi Uttaranchal Maharashtra Gujarat Goa Punjab All India Total rooms 141312 144250 76034 64595 114919 978216 76769 78758 45068 7950 209019 83336 31528 36727 107952 12281 21989 17372 2877168 4/5 star Hotels 1802 3609 2875 2396 857 3340 342 589 154 50 3815 2421 9807 323 10333 732 3035 975 46690 1-3 star Hotels 5973 8327 3159 7102 1360 1779 372 879 514 115 3106 1576 1721 1013 8324 2501 1545 1822 54867 Other 133537 132314 70000 55097 112702 973097 76055 77290 44400 7785 202098 79339 20000 35391 89295 9048 17409 14575 2775611
20
3.6. Rooms Availability in 2020 (A Forecast) State Andhra Pradesh Tamilnadu Karnataka Kerala Madhya Pradesh Uttar Pradesh Himachal Pradesh Orissa Assam Meghalaya Rajasthan West Bengal Delhi Uttaranchal Maharashtra Gujarat Goa Punjab All India Total rooms 355296 231577 122797 104671 295471 2530177 124699 127836 275706 48369 337082 210746 47036 58984 169744 19087 35016 27526 6554019 4/5 star Hotels 1802 5082 4125 3561 1245 4385 442 839 154 50 4395 3201 12470 323 13798 757 4555 1570 49469 1-3 star Hotels 7133 10970 4649 11362 1908 1829 372 1099 639 115 3491 1761 1989 1013 10494 3591 2103 2215 57836 Other 346361 215526 114023 89748 292319 2523963 123885 125898 274913 48204 329196 205784 32578 57648 145452 14739 28358 23741 6446714
21
CHAPTER 4
EMPLOYMENT IN HOTELS
22
4.1. Employment Pattern
4.1.1. Five, Four Star/Heritage Hotels: A single five star hotel could employ more
than 400 employees. A total of 57508 people are employed to service about 36000 rooms in this category. On an average, there are approximately 162 employees per 100 rooms in these hotels. The employment pattern is the across geographic regions. The major employing functions are F&B Service, F&B Kitchen and Housekeeping. They, together, account for 56% of the total employment in these hotels.
4.1. % Contribution of Key Functions to Employment

15% 21%
7% 7% 8% 7% 15%
20%
F&B service Housekeeping Management Purchase/stores & accounts
F&B kitchen Front office Engineering Others
23
4.1.2. Three, Two & One Star Hotels

A total of 52,577 employees are present in these hotels to service almost 42,991 rooms nationally. On an average, there are 122 employees per 100 rooms in this category. The key employing functions are F&B and housekeeping. They together account for 62% of the total employment in these hotels. To a large extent, the employment across geographic regions depends on the
7% 20%
12%
8% 9%
22%
Management F&B service Housekeeping Others
22%
Front office F&B kitchen Purchase & accounts
presence of hotels; however, there are some differences in the employment intensity across regions.
4.3. Regional Employment Intensity
North South East West Overall
149 123 170 77 122
24
4.1.3. Other Hotels in the Unorganized Sector : There are approximately 638,000
employees working in hotels in the unorganized sector. These almost 58 employees for every 100 rooms in this sector, substantially less than in the star category hotels.
23% 6% 13% 21%
23%
F&B service Management F&B kitchen Purchase & accounts
14%
Housekeeping Others
Although employment pattern across geographic regions depends on the presence of hotels, there are some minor differences in the employment intensity across regions.

North
63
South
59 48 61
East
West
North East
67
25
4.2.1 Employment in Five, Four Star/ Heritage Hotels

State Manage ment team Front office F&B service F&B kitchen House keeping Accounts Total
Andhra Pradesh Tamilnadu Karnataka Kerala M.P U.P H.P Orissa Assam Meghalaya Rajasthan W.B Delhi Uttaranchal Maharashtra Gujarat Goa Punjab All India
284 343 265 206 78 353 37 55 22 6 473 254 1083 45 1067 99 257 70 4661
237 287 221 173 64 295 31 46 19 6 395 212 905 38 891 84 214 59 3896
727 880 679 530 198 907 95 141 58 18 1213 651 2780 117 2738 258 659 181 11965
683 827 638 498 186 852 89 132 54 17 1141 612 2613 110 2573 242 619 170 11247
520 630 486 379 142 648 68 101 41 13 868 465 1988 84 1958 184 471 129 8557
259 314 242 189 71 323 34 50 21 7 432 232 991 42 976 92 234 64 4267
3493 4231 3263 2548 952 4358 456 677 278 87 5832 3127 13361 562 13159 1239 3166 868 57508
26
4.2.2 Employment in Three, Two & One Star Hotels

252 311 99 184 137 191 42 35 21 6 413 72 167 112 972 240 162 167 4114
397 489 155 291 91 251 54 70 41 12 275 143 217 146 648 160 108 218 4616
1346 1658 525 986 156 584 125 316 186 52 474 643 506 340 1116 276 186 507 11776
1685 2075 657 1234 189 416 89 328 193 54 573 666 360 242 1350 334 225 361 11776
1607 1980 627 1177 134 399 85 246 145 40 405 500 345 232 954 236 159 346 10533
522 644 204 383 78 120 25 71 42 12 237 143 104 70 558 138 93 105 3728
6188 7620 2413 4531 710 2591 554 1195 704 196 2156 2428 2246 1509 5076 1255 847 2247 52577
27
4.2.3 Employment in Hotels in Unorganized Sector

1779 2797 2360 1349 2788 18864 3408 4115 500 94 9070 1266 1171 1069 2790 4298 665 451 84309
2386 3750 3164 1808 3307 22980 4151 863 318 60 10756 266 1427 1303 3309 5097 790 550 66866
2022 3178 2681 1532 4452 36356 6568 5509 1638 309 14482 1695 2258 2061 4456 6862 1063 870 135847
1941 3051 2574 1471 2896 25381 4585 2987 1365 258 9420 919 1577 1439 2898 4464 692 607 86688
5499 8643 7294 4168 5360 43902 7931 5045 1410 266 17434 1552 2727 2489 5364 8261 1280 1051 147740
1011 1589 1341 766 1491 10633 1921 1128 454 86 4850 347 660 603 1492 2299 356 254 38058
30446 47856 40383 23077 23016 184182 33271 21904 6869 1297 74870 6741 11441 10443 23036 35476 5496 4407 637739
28
4.3. Employment Forecast (2010 2020) The employment forecast has been computed on the basis of the forecast of hotel rooms in different categories. Employment intensity per room has been assumed to be the same as the present level. The employment potential in different states is in direct proportion to the number of hotel rooms in future.
4.6. 4.6. Employment Employment Forecast Forecast

3261666 3261666 3455144 3455144
1405080 1405080
1551333 1551333
83077 83077
110434 110434
63176 63176
83044 83044
5star/4star/Heritage 5star/4star/Heritage
1-3 1-3stars stars
Others Others
Total Total
2010 2010
2020 2020
In the years 2010 and 2020, there will be more than 1.5 million and 3.4 million people employed in hotels, respectively. However, given the trend in the growth of star category hotels and the higher employment intensity in these hotels, we expect a substantially higher numbers of employees in the five & four star/heritage hotels.
29
4.4. Employment in Motels The national and state highways have a substantial number of motels along their length. In this study, we have estimated the number of motels for every 100 km of road covered, via physical counting on a sample of highways. The results of this scan are mentioned in the table below. National Highway Delhi-Agra Delhi-Jaipur Mumbai-Pune Agra-Fathepur Sikri Fathepur-Bharatpur Cochin-Trivandrum Total State Highway Bangalore-Mysore Mysore-Ooty Total Road Length 203 258 163 42 22 220 908 Road Length 139 140 279 # Motels 21 58 63 3 17 60 222 # Motels 10 2 12 # Motel Rooms 315 870 945 45 255 900 3330 # Motel Rooms 100 20 120
The average number of rooms in the motels on national highways and state highway have been assumed as 15 and 10, respectively. Total Length National highway State highway Total 34508 135187 169695 # Rooms 126644 59482 186126 Employment Total Intensity per Employment Room 0.575 72820 0.575 0.575 34202 107022
The highways have more than 107,000 employees working in motels throughout the country.
30
CHAPTER 5
PROFILE OF HOTEL EMPLOYEES
31
5.1. Educational Background of Personnel in Key Functions 5.1.1. Front Office Five, Four Star/ Heritage Hotels: Our survey reveals that the pre-requisite for the managerial and supervisory positions is a hotel management degree; a few of the office assistants in the front office are graduates from other disciplines. Three, Two & One Star Hotels: 44% of the positions are occupied by graduates without training in hotel management. A majority of the office associates (more than 60%) are either graduates from other fields or SSC pass-outs. Hotels in the Unorganized Sector: Only one in every eight managers is having a hotel management degree or an MBA. A majority of them are graduates while almost 35% have just completed their SSC level school education. On the other hand, almost 72% of the office assistants have a school level certificate only. 5.1.2. F&B Service Five, Four Star/ Heritage Hotels: Most managers and captains are having a hotel management degree. A few captains (30%) are having a certificate in cookery from the food craft institutes. The stewards and waiters have either a hotel management degree or a Food Craft Institute Certificate. Three, Two & One Star Hotels: Almost half the managers and captains have a hotel management degree/diploma or a Food Craft Institute Certificate. Most stewards and waiters possess an SSC level school certificate only. Hotels in the Unorganized Sector: While one-third of the managers are hotel management students, the rest are either plain graduates or SSC pass. The stewards and particularly the waiters predominantly have a SSC level school certificate only.
32
5.1.3. F&B Kitchen Five, Four Star/ Heritage Hotels: Almost 90% of the chefs are hotel management graduates, while 80% of the cooks are either hotel management graduates or food craft diploma certificate holders. While most helpers in the kitchen possess an SSC level school education, a few (20%) have a cookery certificate as well. Three, Two & One Star Hotels: While of the chefs are hotel management graduates, 1/6 of them and half of the cooks are merely SSC pass. Most helpers are school pass and are not expected to have any special qualification. Hotels in the Unorganized Sector: A majority of those presently employed in the kitchens are SSC pass; only 1/3 of them are either hotel management graduates or food craft certificate holders. 5.1.4. Housekeeping Five, Four Star/ Heritage Hotels: Almost 80-90% of the managers and supervisors are hotel management graduates. Half the room attendants are hotel management graduates while the balance are mostly SSC pass. Three, Two & One Star Hotels: While 60% of the managers are hotel management graduates, the balance are equally either graduates or SSC pass. Approx. of the supervisors are either college graduates or SSC pass; 30% of them are hotel management graduates. Most room attendants are just SSC pass. Hotels in the Unorganized Sector: A majority of the supervisors and room attendants are SSC pass; 1/3 of the managers are hotel management graduates.
33
5.1.5. Other Functions Purchase, HRD and Sales & Marketing in both 1-3 star and small hotels have graduates while the bigger hotels prefer MBAs. The engineering functions have employees with an engineering degree or an ITI diploma. The proportion of degree holders increases with the size of the hotel. Function-wise summary of Educational Qualification Functions Front Office
5/4 star 1-3 Star Hotels Hotels/Heritage Unorganized sector
All are Hotel A number of Management managers & Degree supervisors have a hotel management degree F&B Service All are Hotel 50% have a Hotel Management Management Degree/ Food Degree or Food Certificate holders Craft certificate F&B Kitchen Most are Hotel Chefs are Hotel Management degree Management degree or Food craft holders certificate holders Housekeeping Most supervisors/ Managers & are managers are Hotel supervisors Management degree Hotel management graduates holders Purchase, HR MBAs Graduates
and Sales & Marketing
1/8 managers are post-graduates in hotel management
1/3 managers are Hotel Management degree holders Largely trained on the job
A few managers are Hotel Management graduates, largely SSC Graduates
34
5.2. Age Profile of Employees 5.2.1. Five, Four Star/ Heritage Hotels: None of the employees are more than 50 years old. Bulk of them are less than 40 years of age; particularly in the key functions of front office, F&B and housekeeping. A majority of them are less than 30 year of age.
5.1. % Contribution of Age Segments to Employment

21% 0% 15% 37%
27%
18-25 years 41-50 years 25-30 years >50 years 31-40 years
5.2. % Age Profile of Workforce in Key Functions

Housekeeping
67
21
12
F&B kitchen
56
31
13
F&B service
68
27
Front office
59
23
19
<30 years
31-40 years
41-50 years
>50 years
35
5.2.2. Three, Two & One Star Hotels: A majority of the people (52%) employed in these hotels are less than 30 years of age. A negligible proportion is more than 50 years of age. More than 60% of the workforce employed in the front office, F&B service and housekeeping are less than 30 years of age.
5.3. % Contribution of Age Segments to Employment 15%

2% 31%
26%
26%
36
5.2.3. Hotels in the Unorganized Sector: By comparison to hotels in the star category, a significantly higher proportion (59%) of employees in these hotels are less than 30 years of age. Only 8% of the workforce is more than 50 years of age. The age profile of the workforce in these hotels is young. More than 80% of those employed in the key hotel functions are less than 40 years of age.
5.5. % Contribution of Age Segments to Employment

13% 20% 22% 8%
37%
5.6. % Age Profile of Workforce in Key Functions

Housekeeping
86
10 31
F&B kitchen
71
24
F&B service
84
15
Front office
64 31-40 years 41-50 years
16
13
<30 years
>50 years
37
5.3. Organizational Structure in Key Hotel Functions 5.3.1. Front Office : The principal tiers in the front office comprise of managers, supervisors and office assistants. Bulk of the employees in the front office of star category hotel are office assistants. In smaller hotels, the front office has a larger proportion of managers; there are fewer supervisors.
5.7 % Contribution of Organizational Tiers to Employment
5Star/4Star/Heritage Hotels
23
24
54
1-3 Stars Hotels
23 40 Supervisors
30 16 Office Assistants
47
Other Hotels
44
Managers
5.3.2. F&B Service: In the unorganized sector, most of the workforce consists of waiters/stewards. The proportion of managers, captains and stewards increases with the size of the hotel.
5.8. % Contribution of Organizational Tiers to Employment
24
49
19
1-3 Stars Hotels
14
37
42
Other Hotels
4 6
21
68
Managers
Captains
Stewards
Waiters
38
5.3.3. F&B Kitchen : In the larger hotels, almost 15% of the workforce comprises of chefs. However, a bulk of the employees are cooks.
15
52
33
1-3Stars Hotels
33
60
Other Hotels
51
44
Chefs
Cooks
Helpers
5.3.4. Housekeeping : Managers and supervisors account for 10-20% of the workforce in housekeeping. A bulk of the employees are room attendants.
11
51
35
1-3Star Hotels
14
54
26
Other Hotels
2 8
68 Room Attendants House-men
22
Manager
Supervisors
39
CHAPTER 6
RESTAURANTS IN INDIA
40
The burgeoning middle class and evolving lifestyle is driving the demand for quality restaurants - both conventional ones as well as new ones such as fast food outlets, cafs and pubs. These restaurants will cater to both the foreign and domestic tourists travelling to key tourist destinations. The low cost mobile food vans, sweet shops, dhabas and juice corner cater primarily to the lower and middle-income population segment. Since the presence of restaurants is largely dependent on the resident population, the computations are based on sample statistics and population data obtained form the Census of India. 6.1. A Map of Restaurants On this basis, our estimate is that there are more than 140, 000 restaurants in urban India. The 18 states covered by our primary research have 124,000 restaurants. These states account for 88% of the urban Indian population. Conventional restaurants account for the largest population (30%) followed by sweet shops (16%), fast food outlets (16%) and dhabas (13%). Northern region has over 10,000 fast food outlets, serving Chinese, Western and Indian food.
6.1. Estimated Number of Restaurants
Conventional Restaurant Caf Fast food Sweet shop Dhaba Juice Corner Others Total
42261 8433 21940 22451 18162 12329 15446 141022
41
6.2. % Contribution of Restaurant Categories to Total
13% 16%
8%
16% 6%
Restaurant Fast food Corner
30% 11%
Pubs/Bars Sweet shop Caf Dhaba
42
6.2. Geographic Spread The northern region accounts for 34% of the outlets followed by the west (26%). The metropolitan cities of Delhi & Mumbai account for almost 15% of the restaurants. Almost 35% of the caf/ tea & coffee vendors are in South India; however sweet shops are fewer. Mobile food vans are few in numbers and are located in the larger cities of North and South India only.
6.3. % Contribution of Regions to Total Restaurants
26% 12% 1% 13% 32%
North West & Central East Others North East State total
16%
6.3. Restaurant Penetration While the number of conventional restaurants ranges between 10-20 per lakh of population, the total number of eating places could be as high as 86 per lakh of population (as in the Northern Region). This is on account of higher penetration of fast food outlets, sweet shops, dhabas and juice corners.
43
6.4. Restaurants Penetration (Numbers per Lakh Population)

Region Conven tional ones Pubs/ Bars Caf Fast food Sweet shop Dhaba Corner All Outlets
South North East North East West & Central
12 13 19 15 17
1 8 6 2 8
3 7 1 1 0
4 19 8 3 4
2 15 15 0 6
5 12 4 3 5
3 11 5 1 1
31 86 59 25 41
44
6.5. State-wise Estimate of Restaurants

State Conven tional one s Caf Fast food Sweet shop Dhaba Juice Corner All Outlets
Andhra Pradesh Tamilnadu Karnataka Kerala Uttar Pradesh Himachal Pradesh Delhi Punjab Orissa West Bengal Assam Maharashtra Gujarat Goa Rajasthan Madhya Pradesh All India
2552 3386 2228 1033 4468 78 1657 1062 1067 4367 526 6924 3192 227 2229 2719 42261
714 948 624 289 2508 44 930 596 65 267 29 197 91 6 64 77 8433
726 963 634 294 6548 114 2428 1556 450 1841 102 1699 783 56 547 667 21940
491 651 428 199 5152 90 1910 1224 822 3361 0 2459 1133 81 792 965 22451
962 1276 840 389 4226 73 1567 1004 220 899 102 2050 945 67 660 805 18162
678 899 592 274 3772 66 1399 897 296 1211 44 348 160 11 112 136 12329
6319 8384 5518 2558 29349 510 10881 6976 3251 13299 862 16779 7735 550 5402 6589 141022
45
6.4. Restaurants Forecast : 2010 - 2020 We estimate that there would be almost 196,000 restaurants in 2010 and then 237,000 in 2020. The increase is based on expected population growth and does not take into account new developments and evolution of restaurants. The mix of restaurants is definitely going to change; however, the future mix is difficult to forecast. The shares of the north and east are likely to increase in future, because of expected differential in population growth rates. The penetration of restaurants in terms of numbers per lakh of population has been assumed as the same as the present one.
6.6. Estimated Number of Restaurants (2010)
56781
Caf Sweet shop Juice Corner Total
11985 31510 31542 25516 17621 21501
196456
46
6.7. Estimated Number of Restaurants (2020)

Restaurant Caf Fast food Sweet shop Dhaba Juice Corner Others Total
67661 14552 38477 38226 30915 21450 26016 237297
47
CHAPTER 7
EMPLOYMENT IN RESTAURANTS
48
7.1.1. Conventional Restaurants There is an average of 26 people employed (both permanent and temporary) for every 100 chairs in restaurants. Almost 80% are employed in the kitchen and service functions, while the balance are almost equally distributed between management, store, security, maintenance and delivery.
18% 2%
42% 38%
Management Kitchen Service Others
There are some geographic differences in the employment intensity of restaurants. While the restaurants in the east have 31 employees per 100 chairs, in the north east, there are only 19 per 100 chairs.

North South East North east West Overall
26 22 31 19 28 26
49
7.1.2. Caf/Coffee Tea Shops There are an average of 31 people employed for every 100 chairs in cafes. The employment pattern is the same as in traditional restaurants, with 74% of the employees in the kitchen/service functions.
16% 35% 10%
39%
Management Kitchen Service Others
There is some geographic difference in the employment intensity of restaurants. While the restaurants in the north have 56 employees per 100 chairs, in the south, there are only 16 per 100 chairs.
North South East/North east West Overall
56 16 23 23 31
50
7.1.3. Fast Food restaurants There are an average of 32 employees for every 100 chairs. This is on account of the higher number of employees in the delivery function, which is a recent trend. fast food restaurants have more people for management of outlets.
16% 12% 13%
28%
31%
Management Delivery Kitchen Others Service
There is one significant difference across the various geographic regions. While fast food restaurants generally have 24-28 employees per 100 chairs, in the West, there are 36 for every 100 chairs.
North South East West Overall
28 26 24 36 32
51
7.1.4. Dhabas/Bhojanalaya Even Dhabas employ 26 people for every 100 chairs. However, the functions are limited to management and predominantly kitchen and service.
46%
12%
42%
Management Kitchen Service
There is not much geographical difference in the employment intensity. Only the north east has significantly less number of employees (18 per 100 chairs).

North South East North east West Overall
29 22 31 18 27 26
52
7.2. Employment Potential 7.2.1. Employment Potential of Conventional Restaurants There are almost 926,000 people employed in conventional restaurants across the country. The employment potential of different regions is different from the spread of restaurants because of the difference in employment intensity.
926073
7.9. Employment Potential
383663
352543
76957
Total Service Kitchen Management
7.2.2. Employment Potential of Fast Food Outlets There are already more than 280,000 people employed in fast food restaurants across the country. Almost 47% of them are in the North which has the highest member of fast food outlets as well as a high employment intensity. The West accounts for 21% of employees in fast food outlets.
53
284296
85059 27439
Total Delivery Service
103684 36524
Kitchen
Management
7.2.3 Employment Potential of Cafes There are more than 270,000 people employed in cafes across the country. Almost 72% of them are in the north, which has the highest employment intensity.
270108
106034
125645
15042
Total Service Kitchen Management
54
7.2.4. Employment Potential of Dhabas/Bhojanalayas There are almost 1.8 lakh people employed in Dhabas and Bhojanalayas.
179342
76822
76980
17635
Total
Service
Kitchen
Management
7.3. Total Employment in Restaurants
1852859
7.13. Total Employment
926073 24658
Total Juice corner
168382
Sweet shops
179342
Dhabas
270108
284296
Conventional Restaurants Fast food
Caf
55
7.4. State-wise Employment in Different Restaurant Categories 7.4.1. Conventional Restaurants States Management Kitchen Service Total AP Tamil Nadu Karnataka Kerala UP HP Delhi Punjab Orissa WB Maharashtra Rajasthan MP Gujarat Goa Assam All India 3757 4985 3280 1521 7428 130 2755 2253 1349 5523 15448 4973 6066 7121 506 625 76957 21972 29152 19182 8894 41814 730 15507 12681 5735 23472 57771 18598 22686 26633 1894 3516 352543 24774 32870 21629 10028 39838 695 14774 12081 5510 22552 67706 21796 26588 31213 2220 3350 383663 55980 74275 48873 22660 98066 1712 36369 29740 14337 58680 165733 53353 65082 76404 5433 8246 926073
56
7.4.2. Cafe States U.P Delhi Punjab H.P Assam A.P Tamilnadu Karnataka Kerala Maharashtra Rajasthan M.P Gujarat Goa All India
Management 5852 2170 1391 103 0 714 948 624 289 519 169 203 240 16 15042
Kitchen 56848 21080 13509 997 116 4284 5688 3744 1734 1163 378 454 537 35 125645
Service 47652 17670 11324 836 58 3570 4740 3120 1445 1311 426 512 606 40 106034
Total 120384 44640 28608 2112 174 9282 12324 8112 3757 3760 1221 1470 1737 115 270108
57
7.4.3. Fast Food States Management Orissa West Bengal Uttar Pradesh Delhi Punjab H.P A.P Tamilnadu Karnataka Kerala Maharashtra Rajasthan M.P Gujarat Goa All India 446 1827 9957 3692 2366 173 1089 1445 951 441 4417 1422 1734 2036 146 36524
Kitchen 893 3653 28210 10460 6704 491 5082 6741 4438 2058 10194 3282 4002 4698 336 103684
Service 2381 9741 19913 7384 4732 347 2904 3852 2536 1176 9005 2899 3535 4150 297 85059
Total 4465 18265 68036 25228 16167 1185 10346 13723 9035 4190 36019 11596 14140 16600 1187 284296
58
7.4.4. Dhaba/Bhojanalayas States Management AP Tamilnadu Karnataka Kerala U.P Delhi Punjab HP Orissa WB Maharashtra Rajasthan M.P Gujarat Goa Assam All India 556 1025 675 312 3210 1190 763 55 283 1155 2828 911 1111 1304 92 51 17635
Kitchen 3751 6917 4553 2109 15513 5752 3686 268 585 2392 9899 3187 3887 4563 324 357 76980
Service 3751 6917 4553 2109 14978 5554 3558 259 777 3175 9742 3136 3826 4491 318 459 76822
Total 8127 14986 9865 4569 36376 13488 8642 628 1685 6887 23412 7538 9194 10793 765 867 179342
59
7.5 All India Employment Forecast 2010 Conventional Restaurants Kitchen Service Dhabas Kitchen Service Cafe Kitchen Service Fast Food Kitchen Service 1226307 467249 507467 253947 109037 108504 406768 189566 159872 401608 147692 119581 2020 1436196 546542 594100 306377 131475 130688 504563 235289 198390 487809 179824 144927
7.6. All India Restaurant Employment Forecast for Key Functions
2288630
2734945
913594
1093130
895424
1068105
Total
Kitchen
2010 2020
Service
60
7.7. Employment in Highway Restaurants The national and state highways have a substantial number of eating places, to cater to both the commercial as well as leisure road travelers. These eating-places comprise mainly of conventional restaurants, fast food outlets, tea/ coffee vendors and dhabas. Physical scanning of the highways revealed the following penetration of restaurants and dhabas.
Outlet Type Numbers per 100 km Highways (NH) 100 # per km on State Highways (SH)
Restaurants Dhabas
Outlet Type Employment Intensity 100 chairs
39 80
Employment Employment on SH
16 29
Total
per on NH
Restaurants Dhabas Total
26 26
175,000 360,000 535,000
280,000 510,000 790,000
455,000 870,000 1,325,000
There are more than 1.3 million people already employed on the national and state highways. Presently, these restaurants and dhabas employ untrained people in their kitchens and service functions. By 2020, progressively higher proportions will belong to the organized sector. Even a 10% share for the organized sector, at present levels of employment intensity, could create almost 130,000 jobs for trained manpower.
61
CHAPTER 8
PROFILE OF RESTAURANT EMPLOYEES
62
8.1. Structure of Different Departments 8.1.1 F&B Kitchen
Conventional Restaurants: While 9% of the employees are chefs, the balance are
either cooks or helpers in almost equal proportion.
9 1 22 11 44 Cooks 48 57 49
46
Conventional Restaurants
43
Dhaba
43
Fast food
29
Caf
Chefs
Helpers
Dhaba: The proportion of helpers is comparatively small (43%); bulk of the

employees are cooks (57%).
(22%), thereby indicating a preference for qualified and trained manpower.
Fast Food Outlets: The fast food restaurants have a sizeable proportion of chefs
Caf: These outlets have an employment structure similar to that of restaurants.
63
8.1.2. F&B Service A bulk of the people (more than 80%) employed in the service function are either stewards or waiters. The definition of different designations is flexible and varies across outlet category. Both conventional restaurants and cafes have a sizeable proportion of captains (approx. 12%). Dhabas have waiters only.
4 1
12
83
Dhaba
99
Fast food
14 2 12
82
Caf
86
Hall incharge
Captains
Butlers
Stewards & Waiters
64
8.1.3. Store A bulk of the employees in the stores of restaurants are designated store keepers. A majority of those in the store of fast food restaurants are helpers.
13 54 19 25 71 Store keepers Helpers
56
66 46
20
Dhaba
Fast food
Caf
29
Store managers
65
8.2. Age Profile of Employees A majority of those employed in the kitchen, service, maintenance and home delivery functions are less than 30 years of age. Only the store and restaurant management have a majority of people aged more than 30 years.
8.4. % Contribution of Age Segments to Employment in Key Functions

Management
34
39
22
Kitchen
68
26
51
Service
71
21
Store
35
60
41
8.5. % Contribution of Age Segments to <30 years Employment 31-40 years years >50 years in Key41-50 Functions
27% 8% 1%
22%
18-25 years 41-50 years 25-30 years >50 years
42%
31-40 years
66
8.3. Educational Background of Restaurant Employees 8.3.1. Management Every fourth person in restaurant management is a graduate of a hotel management institute. However, a bulk of them (44%) are graduates from other courses. A majority (53%) of those involved in the management of fast food restaurants are hotel management graduates. A number of those running dhabas are graduates. 8.3.2. Kitchen Almost 60% of those employed in restaurant kitchens are diploma holders, predominantly from private hotel management institutes. Almost 10% of them have attended certificate courses at the Food Craft Institutes. While the cooks in kitchens of fast food restaurants are either hotel management degree/ diploma holders or SSC pass, the helpers in these kitchens are mostly SSC pass. Caf kitchens also have predominantly hotel management degree/diploma holders. Dhaba kitchens have cooks and helpers who are either SSC pass or school drop-outs. 8.3.3. Service Only 20% of those employed in the service function of restaurants, cafes and fast food outlets are hotel management degree/diploma holders. Approximately 75% of them are either SSC pass or school dropouts. All those in Dhabas service function are SSC pass or school dropouts. 8.3.4. Other Functions Approx 83% of people employed in other functional areas of restaurants (such as store, delivery, security and maintenance) are SSC pass or school dropouts.
67
CHAPTER 9
PROJECTED DEMAND FOR TRAINED MANPOWER
68
9.1. Demand for Trained Manpower in Hotels (From 2003 to 2010) Trained manpower includes those who have received a hotel management degree or have completed food craft certificate/ diploma course. 9.1.1. Five, Four & Heritage Hotels Employment 2010 5628 17285 16247 12361 51521 % Trained Manpower 58 70 60 36 NA % Fresh Recruits 59 68 56 67 NA Demand 2003 - 2010 1926 8228 5459 2981 18594
Front Office F&B Service F&B Kitchen Housekeeping TOTAL
9.1.2. Three, Two & One Star Hotels Employment 2010 5546 14150 14150 12656 46502 % Trained Manpower 34 26 24 7 NA % Fresh Recruits 62 75 39 68 NA Demand 2003 - 2010 1169 2759 1324 602 5854
9.1.3. Hotels in Unorganized Sector Employment 2010 147321 299300 190993 325504 963118 % Trained Manpower 5 3 10 3 NA % Fresh Recruits 64 84 71 86 NA Demand 2003 - 2010 4714 7542 13560 8398 34214
69
9.2. Demand for Trained Manpower in Hotels (From 2011 to 2020) Trained manpower includes those who have received a hotel management degree or have completed food craft certificate/ diploma course. 9.2.1. Five, Four & Heritage Hotels Employment 2020 7481 22977 21597 16432 68487 % Trained Manpower 58 70 60 36 NA % Fresh Recruits 59 68 56 67 NA Demand 2010 - 2020 2560 10937 7257 3963 24717
9.2.2. Three, Two & One Star Hotels Employment 2020 7290 18600 18600 16637 61127 % Trained Manpower 34 26 24 7 NA % Fresh Recruits 62 75 39 68 NA Demand 2010 - 2020 1537 3627 1741 791 7696
9.2.3. Hotels in Unorganized Sector Employment 2020 341982 694777 443359 755603 % Trained Manpower 5 3 10 3 NA % Fresh Recruits 64 84 71 86 NA Demand 2010 - 2020 10943 17508 31478 19495 79424 70
9.3. Demand for Trained Manpower in Restaurants (From 2003 to 2010) Trained manpower includes those who have received a hotel management degree or have completed food craft certificate/ diploma course. 9.3.1. Conventional Restaurants Employment 2010 467249 507467 974716 % Trained Manpower 19 23 NA % Fresh Recruits 68 71 NA Demand 2003 - 2010 60375 82869 143244
F&B Kitchen F&B Service TOTAL 9.3.2. Cafe
F&B Kitchen F&B Service TOTAL
Employment 2010 189566 159872 349438
% Trained Manpower 19 22 NA
% Fresh Recruits 70 70 NA
Demand 2003 - 2010 25212 24620 49832
9.3.3. Fast Food Restaurants Employment 2010 147692 119581 267273 % Trained Manpower 26 18 NA % Fresh Recruits 70 70 NA Demand 2003 - 2010 26879 15067 41946
71
9.4. Demand for Trained Manpower in Restaurants (From 2011to 2020) Trained manpower includes those who have received a hotel management degree or have completed food craft certificate/ diploma course. 9.4.1. Conventional Restaurants Employment 2020 546542 594100 1140642 % Trained Manpower 19 23 NA % Fresh Recruits 68 71 NA Demand 2010 - 2020 70613 97016 167629
F&B Kitchen F&B Service TOTAL 9.4.2. Cafe
Employment 2020 235289 198390 433679
% Trained Manpower 19 22 NA
% Fresh Recruits 70 70 NA
Demand 2010 - 2020 31293 30552 61845
9.4.3. Fast Food Restaurants Employment 2020 179824 144927 324751 % Trained Manpower 26 18 NA % Fresh Recruits 70 70 NA Demand 2010 - 2020 32727 18260 50987
72
9.5.1 Annual Demand for Trained Manpower in Hotels Year 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018 2019 2020 Front Office 781 781 781 781 781 781 781 781 1504 1504 1504 1504 1504 1504 1504 1504 1504 1504 F&B Service 1853 1853 1853 1853 1853 1853 1853 1853 3207 3207 3207 3207 3207 3207 3207 3207 3207 3207 F&B Kitchen 2034 2034 2034 2034 2034 2034 2034 2034 4048 4048 4048 4048 4048 4048 4048 4048 4048 4048 Housekeeping 1198 1198 1198 1198 1198 1198 1198 1198 2425 2425 2425 2425 2425 2425 2425 2425 2425 2425 TOTAL DEMAND 5866 5866 5866 5866 5866 5866 5866 5866 11184 11184 11184 11184 11184 11184 11184 11184 11184 11184
All the hotels including the star category, heritage and the smaller organized sector ones have been included in the above forecast. Contribution of employees with a food craft diploma/ certificate to total demand for trained manpower is mentioned below. Function Front Office F & B Service F & B Kitchen Housekeeping % Employees with Food Craft Diploma/ Certificate 16 33 31 31
73
Overall
30
74
9.5.2 Annual Demand for Trained Manpower in Restaurants Year 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018 2019 2020 F&B Kitchen 11,246 11,246 11,246 11,246 11,246 11,246 11,246 11,246 13,463 13,463 13,463 13,463 13,463 13,463 13,463 13,463 13,463 13,463 F&B Service 12,256 12,256 12,256 12,256 12,256 12,256 12,256 12,256 14,583 14,583 14,583 14,583 14,583 14,583 14,583 14,583 14,583 14,583 TOTAL DEMAND 23,502 23,502 23,502 23,502 23,502 23,502 23,502 23,502 28,046 28,046 28,046 28,046 28,046 28,046 28,046 28,046 28,046 28,046
Conventional restaurants, fast-food outlets and cafes have been included in the above forecast. Function F & B Service F & B Kitchen Overall % Employees with Food Craft Diploma/ Certificate 11 6 7
75
9.5.3 Projected Annual Demand vs. Supply for Trained Manpower Year 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018 2019 2020 Total Demand 29,368 29,368 29,368 29,368 29,368 29,368 29,368 29,368 39,230 39,230 39,230 39,230 39,230 39,230 39,230 39,230 39,230 39,230 Supply 11,700 11,700 11,700 11,700 11,700 11,700 11,700 11,700 11,700 11,700 11,700 11,700 11,700 11,700 11,700 11,700 11,700 11,700 Shortage 17,668 17,668 17,668 17,668 17,668 17,668 17,668 17,668 27,530 27,530 27,530 27,530 27,530 27,530 27,530 27,530 27,530 27,530
The supply of trained manpower is based on the statistic that only 65% of the students obtaining formal training are joining the hotels and restaurants. The above computation reveals that there is a shortage of trained manpower in the hotels and restaurants.
76
9.6. Key Drivers of Demand for Employment The hospitality sector, particularly hotels and restaurants, has entered a phase of transformation. We expect that the entire landscape will change in the next decade.
9.6.1. Entry of Fast Food Chains

The transformation began in the 1990s with the entry of multinational fast food chains. The real revolution has just begun. Not only are the multinationals serving the lower-middle income population segments, but Indian restaurants are also drawing up rapid expansion plans. Barista, Caf Coffee Day, Nirulas and Haldiram are expected to open up a large number of outlets in the near future. An indication of the pace of expansion is provided in the table below. Planned Expansion # Outlets 150 60 200 25 100 Expansion Period 2003 - 06 2003 04 2003 07 2004 05 2004 10
McDonalds Caf Coffee Day Subway Amoretto Nirulas
Modern shopping malls with multiplex theatres attract more than one million visitors every year. Their emergence is likely to drive demand for fast food restaurants.
77
9.6.2. Golden Quadrilateral The creation of the golden quadrilateral of highways is likely to change the mix of motels and restaurants in favour of the organized sector. For example, Reliance Industries is planning to open up cafetarias with every petrol pump on the highways. Presently, there are more than 1.4 million untrained people employed in the motels and dhabas on highways. Even 5% of this workforce translates into a demand for 70,000 trained people. We expect the golden quadrilateral to open up new avenues for employment in the hotels and restaurants sector. 9.6.3. Preference for Youth in Hospitality Sector Our research reveals that both hotels and restaurants prefer to employ younger people, particularly in F&B service. Hence, in future, this age preference will drive demand for fresh recruits every year.
78
CHAPTER 10
TRAVEL & TOUR OPERATORS
79
Our estimate is that there are nearly 6000 travel trade companies and firms comprising of tour operators, travel agents and tourist transporters. Approximately, 1500 are members of representative trade bodies, i.e. associations.
Trade Body Number of Members
Travel Agents Association of India TAAI Indian Association of Tour Operators IATO Adventure Tour Operators Association ATOA Indian Tourist Transporters Association ITTA
1000 855 75 100
Our data reveals that the number of travel trade businesses could be increasing at an average of 7.5% per annum. The 27 cities covered by our primary research should account for more than 95% of all travel trade businesses. In fact, all the TAAI members are present in these cities. Geographical Spread of Travel Trade Businesses
5840
1750 1470 620
2000
Total
East
South
West
North
80
Region North
West
South
East
City Regional Total Jaipur Udaipur Shimla Delhi Others Regional Total Pune Ahmedabad Goa Mumbai Others Regional Total Bangalore Hyderabad Tirupati Mysore Trivandrum Chennai Others Regional Total Guwahati Shillong Kolkata Bhubaneswar Others
# Businesses 2001 750 150 186 555 360 1469 230 569 98 453 119 1756 407 379 50 33 39 618 230 614 91 2 309 206 6
81
10.1. Employment Pattern On an average, a travel trade business employs 14 15 people. The key functions among travel agencies and tour operators are those of group tours, ticketing, administration and accounts. These account for 55% of all the employees in this sector. The tour section employees a substantial numbers of causal workers (to the extent of 20%). Employment Intensity (# Employees per 100 businesses)
1430
163
53
ar ke tin g an ge
81
220
208
357 178
ts Ad m in ist ra tio n
To tal
To u
O pe ra tio
ch
ou n
ign
Fo re
The employment intensity varies across different types of travel trade businesses, as indicated in the table below.
Type of Travel Trade Business # Employees per 100 Companies/ Firms
Travel agency that provides all services Travel agency Tourist Transporter Tour Operator Overall
Sa le
s&
Ac c
1660 730 1600 1180 1430
Ti ck
ex
et in g
ns
82
10.2. Employment Potential There are close to 83500 people working in travel trade related businesses. As indicated earlier, bulk of them are employed in the functional areas of ticketing, administration accounts, tours and operations.
Functional Area Number of Employees
Ticketing Accounts Tours Administration Operations Sales & Marketing Foreign Exchange
Others
20,850 12,150 12,850 10,400 9,500 4,750 3,100

9,900
Total 10.3. Employment Forecast
83,500
The travel agencies interviewed by our research staff indicated that the number of customers in 2003 had increased by more than 15% over 2002. This represents a robust growth in the travel agents business. However, we feel that although this business will increase definitely, employment will not increase proportionately. This is because the Internet and other electronic technologies will reduce the employment intensity. An employment forecast based on a conservative growth estimate is mentioned below.
Year Total Employment in Sector
2002 2010 2020 10.4. Educational Background of Key Functional Areas 10.4.1. Ticketing
83,500 148,500 242,250
83
Almost 44% of those employed in this functional area have a formal IATA/UTA certificate or a tours & travel diploma. One third of them are graduates while almost 14% are either SSC pass or school drops. 10.4.2. Administration Almost 17% have an IATA/UTA certificate or a tour& travel diploma. Nearly 61% are graduates from other disciplines. There are some post-graduates also working in the larger travel agencies also. 10.4.3. Accounts Nearly 71% are B.Com graduates while 20% are post graduates or chartered accountants and ICWAs. On an overall basis, 17.5% of the employees are trained travel trade personnel. 10.5. Annual Demand for Trained Manpower
Year Annual Demand
2002 2010 2020
7,155 12,735 20,760
The growth in the annual demand for trained manpower can be assumed to follow a linear trend.
84
CHAPTER 11
HOTEL MANAGEMENT INSTITUTES
85
There are a total of 175 training institutes in the area of hotel management; 50 of them are Government promoted ones (Institutes of Hotel Management and Food Crafts Institutes) while the balance are privately owned/ managed ones. South India has a significantly higher number of private training institutes. Of the 125 private sector institutes, 47 are registered with AICTE. Very few have foreign affiliation. Some of them enjoy an affiliation with the following bodies: South Asia Integrated Tourism Human Resources Development Council The Federation of Hotel & Restaurant Association of India (FHRAI) The Hotel & Restaurant Association (HRA) The Indian Society for Training & Development (ISTD) Quality circle forum of India (QCFI) The reputed private institutes include Skyline, Asia-Pacific, Rai University, Hospitality Training Institute, Rizvi College, Empee Institute, Saptagiri college and Graduate School of Hotel Administration. The institutes under NCHMCT follow standardized courses and curriculum prescribed by the council for different professional programmes. They offer certificate courses from 6 months to 3 years duration in varied subjects. These programmes are scientifically designed and ensure the following: A solid foundation of knowledge Personality development Pursuit of excellence & self discipline Enhancement of creativity through motivation & drive
86
Region North
City
Jaipur Udaipur Shimla Delhi Others West Pune Ahmedabad Goa Mumbai Others South Bangalore Hyderabad Tirupati Mysore Trivandrum Chennai Others East Guwahati Shillong Kolkata Bhubaneswar Others TOTAL
NCHMCT Private Institutes Institutes 9 25 1 1 1 2 5 5 1 1 1 2 4 1 1
Govt. approved Food Craft Institutes 9 1 1 1 6 4
10 14 27 3 1 7 16 47 10 5 1 1 13 17 26 2 5 1 18 125
1 1 2 7 1
1 1 6 1 1 1 3 24
1 5 6
1 1 4 26
87
A total of approximately 18000 students are being trained in hotel management and food craft annually. Almost 14000 students are graduating with a degree or a 3 years diploma in hotel management. Only 20% of them are obtaining training in hotel management from Government promoted institutes. Sector NCHMCT Degree/ Subjects Studied Diploma 3 years degree in Hotel A/C, HRM, sales & hotel management marketing, book keeping, front office, food safety & hygiene, communication skills, food services Diploma/certifica Cookery, bakery, counter te courses in services, hotel reception, book various branches keeping, house keeping etc., in Food Craft ( 6 12 months) 4 years degree/3 F&B (service & kitchen, front years diploma in office and housekeeping plus hotel management few more papers put in by affiliated universities if it applies Diploma/certifica Concerned paper of te courses in specialization besides a brief various branches note of tours basic department F&B, housekeeping & front (6 24 months) office Front office, F&B, P.G diploma in housekeeping, business law, hospitality French, computers etc., management Graduating Class Size 2483
1153
Private Institutes
11500
2644
225
Food craft diploma and certificate courses account for 21% of the total supply of trained manpower in this sector.
88
11.1. Course Content The major subjects covered in the afore-mentioned courses are as follows: Accomodation operation & management Dietetics & hospital food service Hotel & Catering management Food production F& B service Front office House keeping Bakery & confectionary 11.2. Faculty Profile Faculty in both Government promoted and private sectors institutes are IHM trained with a minimum of 6 years of working experience. The students faculty ratio (as mentioned below) is more favourable in NCHMT institutes, i.e they have lesser students for each faculty member. NCHMCT institutes 8:1 Private institutes 10:1 11.3. Placement Scenario The sample of 49 training institutes that responded to the survey, claimed that the entire batch of graduates was able to find placement. However, they revealed that not all from the graduating class were joining the hotel industry. An estimated 65% of them are joining the star category hotels (predominantly 4star/5star hotels) while the balance were joining the cruise liners and even call centers in the metropolitan cities. This trend has been attributed to better salary levels in the other sectors.
89
CHAPTER 12
TRAVEL & TOUR INSTITUTES
90
There are a total of 172 training institutes in the area of tour & travel management; 11 of them are Government promoted ones and 78 of them are affiliated to Universities while the balance are privately owned/ managed ones. These institutes have been established with the following objectives: To impart knowledge and skills to understand in totality the travel and tourism and cargo industry, its inter-relationships and impacts. To provide career oriented training To develop analytical and innovative attitudes to facilitate change and increase the effectiveness and efficiency of the tourism industry. To impart comprehensive international travel education of the highest standards Some of the more famous private institutes include YMCA, Trade Wings Institute of Management, Sita Academy, Institute of Tourism and Future Management. Some of the reputed government approved institutes are Indian International Trade center, Indian Institute of Management, Indian Institute of Tourism and Travel. A few universities such as Mumbai University, Delhi University, Banaras Hindu University, Bangalore University, Aligarh Muslim University and Karnataka University also offer travel and tourism courses
91
Region North
West
South
East
TOTAL
Institutes Other Private Affiliated to Institutes Universities 26 20 Jaipur -2 Udaipur --Shimla 1 -Delhi 7 10 Others 18 8 23 26 Pune 1 1 Ahmedabad -1 Goa 2 2 Mumbai 7 7 Others 13 15 20 23 Bangalore 3 4 Hyderabad -2 Tirupati 1 -Mysore --Trivandrum 1 -Chennai 4 2 Others 11 15 9 14 Guwahati 1 1 Shillong --Kolkata 1 3 Bhubaneswar 1 1 Others 6 9 78 83
City
Govt. Sponsored Institutes 4 ---3 1 3 ---2 1 3 1 1 --1 --1 --1 --11
92
Government sponsored institutes produce only 3% of the trained manpower in the country while the private institutes account for 29%; institutes affiliated to universities account for the balance 68% of the graduating class. Sector Degree/ Subjects Studied Graduating Diploma Class Size 3588 Universities Master of Air Cargo management, Tourism Concepts, Tourism Tourism Marketing, Foreign Language, Management/ Tourism Products, Geography Administration & International Tourism (MTM/MTA) 2652 Tourism concepts, Tourist Post Graduate Transport system, Travel Diploma in agency management, Aviation Travel Geography, basic air fares and Management ticketing, CRS & foreign (PGDTM) language Bachelor of Fundamentals of Tourism, 3354 Tourism Tourism geography, Travel Administration agency management, Airline (BTA) management & Ticketing & Foreign languages 2340 Tourism business, Tourism Tourism & products & marketing, Travel Travel agency management, Management Information, Communication (TTM) & Automation The duration of the PG courses is 1 year whereas the Master courses in Travel & Tourism duration is of 2 years.
93
Sector Private Institutes
Air Fare & Ticketing, Geography in travel planning, Transport, Customer Service & Business environment of Travel & Tourism Industry Post Graduate Airline & Travel marketing, Principles of Travel & Diploma in Airlines & Travel Tourism, Airline & Travel Operations, Tourism Impacts Business management BBA (Tourism) Management Tourism Enterprises, Tourism Policy, Planning & Development & Marketing Toursim concepts & Impacts, Government Post Graduate Geography & International approved Diploma In Tourism, Tourism products of Tourism India, Transport in Travel & Management Tourism (PGDTM)
Degree/ Diploma IATA/UFTAA certified courses
Subjects Studied
Graduating Class Size 3320
1245
581
550
The job opportunities open for students are in Travel Agencies, State Tourism Development Corporations, hotels and even BPO companies catering to the travel sector.
94
12.1. Course Content The courses include topics such as management concepts, travel & tourism marketing and travel agency management. In addition, a module of IATA/UFTAA foundation as well as foreign languages have been included. The popular subjects are as follows: Tourism concept and impacts Travel agency and tour operations Geography and International tourism Transport in Travel & Tourism Management concepts & organizational behaviour Quantitative analysis & event management Marketing for travel & tourism Computing & information system in tourism French/ German and Business English Airfares & ticketing; CRS Computer Reservation System Tour package operation management Tourism policy and planning development 12.2. Faculty Profile Faculty of these institutes have 5-7 years of experience and are IATA/UFTAA diploma holders. 12.3. Course Fee The fee of these institutes is in the range of Rs 30,000 60,000.
95
APPENDIX 1
96
APPENDEX 1 # Hotel Rooms Per Lakh of Tourists State Andhra Pradesh Tamilnadu City 5star/4star/Heritage 21.31 -45.01 2.13 31.13 3.80 41.65 56.04 128.14 53.13 13.83 11.27 -62.71 13.77 7.35 18.40 175 49.05 27.95 394.33 85.09 752.80 -34.60 28.96 121.04 46.44 1-3 stars 14.11 6.04 31.28 22.9 24.73 5.35 82.35 65.44 141.78 15.99 8.45 7.12 -57.48 3.32 11.02 20.24 105.98 97.75 11.48 49.91 59.73 320.87 -23.91 43.99 65.06 25.07 Medium/small 138.61 22.19 279.12 313.77 906.12 288.84 434.63 888.44 323.77 105.63 1020.88 539.84 150.30 785.67 1580.35 537.67 739.64 1638.03 810.12 144.89 1095.59 2704.82 2754.65 -2310.06 975.12 560.57 452.69 Hyderabad Tirupati Chennai Ooty Karnataka Bangalore Mysore Kerala Cochin Trivandrum M.P Khajuraho U.P Agra Shimla U.P Varanasi Hardwar Orissa Bhubaneshwar Puri Assam Guwahati Meghalaya Shillong Rajasthan Jaipur Udaipur W.B Kolkata Delhi Delhi Punjab Amritsar Maharashtra Mumbai Pune Aurangabad Gujarat Ahmedabad Goa Goa Ovreall
97
5star/4star/Heritage : Employment Forecasts 2010

255 510 406 338 121 472 47 83 21 6 538 342 1383 45 1458 103 427 137 6732
212 425 339 282 101 394 40 69 18 6 450 285 1156 38 1218 86 358 115 5628
653 1307 1041 868 310 1209 124 213 56 18 1381 877 3551 117 3742 265 1099 353 17285
613 1228 979 815 292 1137 116 200 52 17 1298 824 3338 110 3517 249 1033 332 16247
467 935 744 620 222 865 89 153 40 13 988 627 2539 84 2676 190 786 252 12361
233 466 371 309 110 431 44 76 20 7 492 312 1266 42 1334 95 392 126 6164
3136 6281 5004 4170 1491 5813 595 1025 268 87 6639 4213 17068 562 17983 1274 5282 1697 83077
98
Star/2 Star/ 3 Star Hotels: Employment Forecasts 2010 State Andhra Pradesh Tamilnadu Karnataka Kerala M.P U.P H.P Orissa Assam Meghalaya Rajasthan W.B Delhi Uttaranchal Maharashtra Gujarat Goa Punjab All India Manag ement team 297 416 157 355 201 197 42 44 26 6 457 79 190 112 1228 369 228 202 4941 Front office 470 655 249 559 134 257 54 88 51 12 306 158 248 146 819 246 152 263 5546 F&B service 1594 2222 843 1895 230 598 125 396 231 52 526 709 578 340 1410 424 262 612 14150 F&B House kitchen keeping 1995 2781 1055 2372 279 425 89 410 240 54 636 735 412 242 1706 513 317 436 14150 1903 2653 1007 2263 197 408 85 308 180 40 450 552 395 232 1205 362 224 418 12656 Accounts Total 619 863 328 736 115 123 25 88 52 12 263 157 119 70 705 212 130 126 4479 7326 10213 3874 8711 1048 2651 554 1494 874 196 2393 2679 2564 1509 6414 1927 1190 2715 63176
99
Medium & Small Hotels/Guest Houses: Employment Forecasts 2010 State Andhra Pradesh Tamilnadu Karnataka Kerala M.P U.P H.P Orissa Assam Meghalaya Rajasthan W.B Delhi Uttaranchal Maharashtra Gujarat Goa Punjab All India 4587 2427 1910 8332 63039 4928 6965 2152 377 14939 7150 1296 2294 6602 670 1288 944 185753 6152 3255 2562 9882 76793 6002 1460 1369 240 17720 1499 1578 2793 7829 793 1526 1150 147321 5213 2758 2171 13305 121494 9496 9324 7041 1235 23858 9571 2497 4419 10541 1068 2055 1820 299300 5005 2648 2084 8654 84816 6629 5055 5868 1029 15519 5189 1743 3085 6857 695 1337 1270 190993 14180 7502 5905 16017 146710 11466 8538 6063 1063 28722 8764 3015 5336 12691 1286 2474 2197 325504 2606 1379 1085 4457 35531 2777 1909 1956 343 7992 1960 730 1292 3531 357 689 532 83850 78513 41537 32693 68784 615492 48105 37072 29535 5179 123343 38055 12650 22385 54498 5522 10625 9219 1405080 Manag ement team 4630 Front office 6209 F&B service 5262 F&B House kitchen keeping 5051 14311 Accounts Total 2631 79238
100
5star/4star/Heritage : Employment Forecasts 2020 State Manage ment team Andhra Pradesh Tamilnadu Karnataka Kerala M.P U.P H.P Orissa Assam Meghalaya Rajasthan W.B Delhi Uttaranchal Maharashtra Gujarat Goa Punjab All India 255 717 583 501 176 618 63 118 21 6 620 451 1759 45 1946 106 642 221 8950 212 599 486 420 147 517 52 99 18 6 518 377 1470 38 1627 89 537 185 7481 653 1840 1494 1289 451 1588 160 304 56 18 1591 1159 4515 117 4996 274 1649 569 22977 613 1729 1404 1212 424 1492 150 286 52 17 1496 1089 4244 110 4696 258 1550 534 21597 467 1316 1068 922 322 1135 114 217 40 13 1138 829 3229 84 3573 196 1180 407 16432 233 656 533 460 160 566 57 109 20 7 567 414 1610 42 1782 98 588 202 8194 3136 8844 7179 6197 2166 7631 769 1460 268 87 7649 5571 21701 562 24013 1317 7927 2732 110434 Front office F&B service F&B kitchen House keeping Accounts Total
101
Star/2 Star/ 3 Star Hotels: Employment Forecasts 2020 State Andhra Pradesh Tamilnadu Karnataka Kerala M.P U.P H.P Orissa Assam Meghalaya Rajasthan W.B Delhi Uttaranchal Maharashtra Gujarat Goa Punjab All India Manag ement team 356 547 232 567 281 203 42 55 32 6 516 88 220 112 1548 530 310 245 6496 Front office 561 863 366 894 188 264 54 110 64 12 343 176 287 146 1032 353 207 319 7290 F&B service 1903 2927 1240 3031 323 614 125 495 288 52 591 792 668 340 1778 608 356 744 18600 F&B House kitchen keeping 2382 3664 1553 3795 391 437 89 513 298 54 715 822 476 242 2150 736 431 530 18600 2273 3495 1481 3620 276 419 85 385 224 40 506 616 456 232 1520 520 304 508 16637 Accounts Total 740 1137 482 1177 161 126 25 110 64 12 296 176 137 70 888 304 178 153 5889 8749 13454 5702 13935 1470 2725 554 1868 1086 196 2690 2994 2963 1509 8086 2767 1620 3300 83044
102
Medium & Small Hotels/Guest Houses: Employment Forecasts 2020 State Andhra Pradesh Tamilnadu Karnataka Kerala M.P U.P H.P Orissa Assam Meghalaya Rajasthan W.B Delhi Uttaranchal Maharashtra Gujarat Goa Punjab All India Manag ement team 12009 7473 3954 3112 21611 163507 8026 11345 13322 2336 24335 18544 2109 3735 10753 1089 2097 1538 431194 Front office 16103 10021 5301 4173 25630 199182 9777 2379 8477 1486 28864 3888 2571 4549 12753 1292 2486 1874 341982 F&B service 13647 8492 4493 3536 34509 315124 15467 15188 43599 7645 38862 24826 4067 7198 17171 1740 3348 2964 694777 F&B House kitchen keeping 13101 8152 4313 3395 22447 219992 10798 8235 36332 6371 25279 13460 2840 5025 11169 1132 2178 2069 443359 37120 23098 12220 9618 41544 380527 18678 13907 37543 6583 46786 22732 4912 8691 20672 2095 4030 3579 755603 Accounts Total 6824 4246 2246 1768 11558 92159 4523 3111 12111 2123 13017 5085 1190 2105 5751 583 1122 867 194646 205524 127889 67659 53255 178407 1596429 78358 60387 182872 32065 200914 98705 20606 36463 88771 8995 17307 15016 3261666
103
APPENDIX 2
104
APPENDIX 2 State-wise Employment in Conventional Restaurants (2010) States A.P Tamilnadu Karnataka Kerala U.P H.P Delhi Punjab Orissa W.B Maharashtra Rajasthan M.P Gujarat Goa Assam Total All India Management 5390 4906 4108 2375 12107 544 4200 1978 2046 6597 17938 6939 11247 8665 754 13 89805 102052 Kitchen 31520 28687 24021 13887 68150 3060 23640 11137 8697 28035 67083 25949 42060 32407 2820 71 411223 467299 Service 35540 32346 27084 15658 64928 2916 22522 10610 8355 26936 78619 30411 49293 37979 3305 68 446570 507467 Total 80307 73090 61201 35382 159830 7177 55442 26119 21741 70088 192446 74441 120661 92967 8090 166 1079150 1226307
105
State-wise Employment in Conventional Restaurants (2020) States A.P Tamilnadu Karnataka Kerala U.P H.P Delhi Punjab Orissa W.B Maharashtra Rajasthan M.P Gujarat Goa Assam Total All India Management 6249 5439 4754 2737 15969 574 4845 407 2451 7531 20608 8761 14192 10055 830 15 105417 119792 Kitchen 36539 31804 27800 16005 89890 3229 27271 2293 10416 32007 77070 32765 53074 37605 3104 84 480957 546542 Service 41199 35860 31346 18047 85640 3076 25982 2184 10008 30752 90323 38400 62201 44071 3638 80 522808 594100 Total 93096 81031 70831 40779 210816 7572 63958 5377 26041 80018 221097 93997 152257 107880 8904 198 1263852 1436196
106
State-wise Employment in Cafe (2010) States U.P Delhi Punjab H.P Assam A.P Tamilnadu Karnataka Kerala Maharashtra Rajasthan M.P Gujarat Goa Total All India Management 9536 3309 1559 429 0 1025 933 781 452 604 235 380 293 26 19561 22229 Kitchen 92639 32141 15141 4171 140 6150 5598 4686 2712 1351 525 850 655 59 166818 189566 Service 77653 26942 12692 3496 70 5125 4665 3905 2260 1524 592 958 739 67 140688 159872 Total 196176 68064 32064 8832 210 13325 12129 10153 5876 4371 1699 2748 2118 191 357956 406768
107
State-wise Employment in Caf (2020) States U.P Delhi Punjab H.P Assam A.P Tamilnadu Karnataka Kerala Maharashtra Rajasthan M.P Gujarat Goa Total All India Management 12579 3817 1773 453 0 1188 1034 904 521 693 295 477 338 29 24102 27389 Kitchen 122196 37083 17227 4397 168 7128 6204 5424 3126 1552 661 1068 755 65 207054 235289 Service 102429 31084 14440 3686 84 5940 5170 4520 2605 1750 745 1205 852 73 174583 198390 Total 258768 78528 36480 9312 252 15444 13442 11752 6773 5019 2138 3454 2443 210 444015 504563
108
State-wise Employment in Fast Food (2010) States Orissa WB U.P Delhi Punjab H.P A.P Tamilnadu Karnataka Kerala Maharashtra Rajasthan M.P Gujarat Goa Total All India Management 677 2182 16229 5628 2650 730 1563 1422 1191 689 5127 1984 3216 2478 216 45980 52250 Kitchen 1353 4363 45982 15945 7509 2068 7294 6636 5558 3213 11832 4578 7422 5718 498 1299969 147692 Service 3609 11636 32458 11255 5301 1460 4168 3792 3176 1836 10452 4044 6556 5051 440 105232 119582 Total 6766 21817 110897 38455 18110 4987 14849 13509 11315 6541 41806 16176 26224 20204 1760 353415 401608
109
State-wise Employment in Fast Food (2020) States Orissa WB U.P Delhi Punjab H.P A.P Tamilnadu Karnataka Kerala Maharashtra Rajasthan M.P Gujarat Goa Total All India Management 811 2491 21403 6494 3018 768 1812 1577 1379 794 5892 2504 4059 2876 237 56112 63764 Kitchen 1621 4982 60642 18400 8552 2176 8456 7357 6433 3703 13596 5778 9366 6636 546 158245 179824 Service 4323 13287 42806 12989 6037 1536 4832 4204 3676 2116 12010 5104 8273 5862 482 127536 144927 Total 8106 24912 146255 44377 20625 5247 17214 14977 13096 7538 48039 20416 33093 23447 1929 429272 487809
110
State-wise Employment in Dhaba (2010) States A.P Tamilnadu Karnataka Kerala U.P Delhi Punjab H.P Orissa W.B Maharashtra Rajasthan M.P Gujarat Goa Assam Total All India Management 1107 1009 844 488 5231 1814 854 235 428 1379 3284 1271 2058 1587 138 62 21790 24761 Kitchen 7475 6808 5697 3296 25281 8770 4130 1138 886 2857 11493 4447 7205 5553 483 434 95953 109037 Service 7475 6808 5697 3296 24410 8467 3987 1099 1176 3793 11310 4377 7090 5465 475 558 95484 108504 Total 16195 14751 12343 7141 59281 20564 9684 2668 2551 8227 27181 10518 17040 13134 1142 1054 223474 253947
111
State-wise Employment in Dhaba (2020) States A.P Tamilnadu Karnataka Kerala U.P Delhi Punjab H.P Orissa W.B Maharashtra Rajasthan M.P Gujarat Goa Assam Total All India Management 1284 1118 977 563 6899 2093 973 248 512 1575 3773 1605 2598 1840 152 74 26284 29868 Kitchen 8667 7545 6597 3800 33346 10117 4702 1197 1062 3262 13207 5616 9093 6442 531 515 115698 131475 Service 8667 7545 6597 3800 32196 9768 4540 1155 1409 4330 12997 5527 8948 6339 523 662 115005 130688 Total 18779 16348 14293 8233 78191 23723 11026 2806 3057 9392 839 13282 21505 15235 1256 1250 269611 306377
112
APPENDIX 3
113
HOTELS MR/MOT/31 Good morning/ afternoon. I am ______ from Market Pulse, a reputed marketing research company. We are currently carrying out a study to determine the manpower potential of the hotels and restaurants sector. Our company has been retained by Ministry of Tourism to carry out this study. I would be grateful if you could spend some of your valuable time. This feedback will take 15 20 minutes. 1. Number of Employees 1.1. We would like to know how many permanent employees are employed in different departments of your hotel. I am going to read out the departments one by one. Please tell me how many people are employed in READ OUT DEPARTMENTS ONE BY ONE Now, please tell us about the number of casual or temporary employees whom you hire every year in READ OUT DEPARTMENTS ONE BY ONE. Now tell me how many fresh graduates and others with no prior work experience in READ OUT DEPARTMENTS ONE BY ONE 1.1. Number of Permanent employees 2003 Management Team Front Office F & B (Service) F & B (Kitchen) House Keeping Accounts EDP Security 2002 1.2. Number of casual or temporary employees 2003 2002 1.3. Recruitment of fresh graduates & others with no prior work experience 2003 2002
1.2.
1.3.
Departments
114
Sales & Marketing Purchase & Stores Human Resource Public Relation Engineering Telephone Health Club Laundry Total
2. Which is the peak season for tourism in your city? And when you have to hire casual or temporary employees? 3. DEPARTMENT DETAILS Now I would like to know more about some specific departments such as F&B, front office and housekeeping. 3.1. Of the total workforce in the front office, please tell me how many managers are there. How many supervisors are there? How many front office assistants are there? Number of Managers: Number of Supervisors: Number of Office Assistants: 3.2. Of the total workforce in F&B service, please tell me how many captains are there? How many stewards are there? How many waiters are there? 115
Number of Managers: Number of Captains: Number of Stewards: Number of Waiters: 3.3. Of the total workforce in the kitchen, please tell me how many chefs are there in your hotels kitchen and production? How many cooks are there? How many helpers are there? Number of Chefs: Number of Cooks: Number of Helpers: 3.4. Of the total workforce in housekeeping, please tell me how many managers are there? How many room supervisors are there? How many attendants are there? How many house-men are there? Number of Managers Number of Supervisors: Number of Room attendants: Number of House-men:
3. Required Qualification for Different Departments & Functions We would like to know the qualifications that your hotel looks for, when recruiting for READ OUT DEPARTMENTS ONE BY ONE
116
Department Management Team:
Academic qualification
Front Office:
Managers
Supervisors Office Assistants F & B (Service) Managers Captains Stewards Waiters F & B (Kitchen) Chefs Cooks Helpers House Keeping: Managers Supervisors
117
Office Assistants Department Accounts: Academic qualification
EDP: Security: Sales & Marketing: Purchase: Human Resource: Public Relation: Engineering: Telephone: Health Club: Laundry: Any Other
118
HOTELS MR/MOT/31 Good morning/ afternoon. I am ______ from Market Pulse, a reputed marketing research company. We are currently carrying out a study to determine the manpower potential of the hotels and restaurants sector. Our company has been retained by Ministry of Tourism to carry out this study. I would be grateful if you could spend some of your valuable time. This feedback will take 15 20 minutes. 1. Number of Employees 3.1. We would like to know how many permanent employees are employed in different departments of your hotel. I am going to read out the departments one by one. Please tell me how many people are employed in READ OUT DEPARTMENTS ONE BY ONE Now, please tell us how many of these are in the age group of Less than 30 years/ 30 40 years/ 41 50 years/ Above 50 years in ASK FOR EACH DEAPRTMENT Now tell me what the retiring age is in ASK FOR EACH DEAPRTMENT.
3.2.
3.3.
119
Departments
1.1. Number of employees
1.2. Number of employees Age-wise (years) <=30 31 40 41 50 >50
1.3. Retiring Age (years)
Management Team Front Office F & B (Service) F&B (Kitchen) House Keeping Accounts EDP Security Sales & Marketing Purchase & Stores Human Resource Public Relation Engineering Telephone Health Club Laundry Total
120
Name of hotel: Ownership: Private limited Hotel Category: [1] Partnership [5] Public limited [1] __ Star [4] Motel ________________ [1] Yes [2] Proprietorship [6] Government owned [2] Heritage [5] Resort [2] Partly [3] Guest house/ inn [6] Any other [3] No [4]
Air-conditioning:
Number of rooms: ___________________ Credit card acceptance: Hotel Association Membership: _________ _________ # Restaurants: Bar: Banquet facilities: City: State: Type of city: Park Year of Inception: Name and Designation of the person contacted: [1] Business Centre [2] Pilgrimage [4] Hill Station [5] Beach [8] Any other ___________________ [3] Historical Value [6] National [1] Yes [1] Yes _____ [1] Yes [2] No
___________ ___________ ___________
_______ [2] No [2] No
121
Restaurants MR/MOT/31 Good morning/ afternoon. I am_________ from Market Pulse, a reputed marketing research company. On behalf of Ministry of Tourism, Govt. of India, we are carrying out a study to determine the manpower potential of the Hotel and Restaurant sector in India. I would appreciate if you could spend some of your valuable time. This feedback will take 15 20 minutes. 1. Number of Employees 1.1. We would like to know how many people are employed in different departments of your hotel. Please tell me how many people are employed in READ OUT DEPARTMENTS ONE BY ONE Now, please tell us about the number of casual or temporary employees whom you hire every year in READ OUT DEPARTMENTS ONE BY ONE. Now tell me how many people were recruited, who had no prior work experience in READ OUT DEPARTMENTS ONE BY ONE 1.1. Number of Permanent employees in year 2003 Management Kitchen Service Store Security Maintenance Delivery Total 2002 1.2. Number of casual or temporary employees in year 2003 2002 1.3. Recruitment of fresh graduates & others with no prior work experience in year 2003 2002
1.2. 1.3.
Departments
2. DEPARTMENT DETAILS Now I would like to know more about each of certain departments such as kitchen, service and store. Please tell me 2.1. Of the total workforce in the kitchen, how many are chefs? How many are cooks? And how many are helpers? Nos. Chefs Cooks Helpers 2.2. Of the total workforce in service, please tell me how many are hall in charge. How many are captains? How many are butlers? How many are stewards? And how many are waiters? Nos. Hall in charge Captains Butlers Stewards Waiters 2.3. Of the total workforce in Store, how many are managers? How many are storekeepers and how many are helpers? Nos. Store manager Store keepers Helpers
3. Required Qualification for Different Departments & Functions We would like to know the qualifications that your hotel looks for, when recruiting for READ OUT ONE BY ONE Departments Management Kitchen Chef Cook Helper Service Hall in charge Captain Butler Stewards Waiters Store Store manager Storekeeper Helper Security Maintenance Delivery Employees on Contract Basis Academic qualification
Restaurant Name: City: State: Ownership: [1] Partnership [4] Public limited [2] Proprietorship [3] Private limited
[5] Government owned [3] Fast Food [6] Specialty
Restaurant Category: [1] Oriental [2] Mughlai [4] Multi Cuisine [5] South Indian [7] Any other ___________________ Air-conditioning: [1] Yes [2] No
Seating capacity: ___________________ Credit card acceptance: Association Membership: Liquor Served: Banquet facilities: Facilities: [1] Yes [1] Yes _____ [1] Yes [2] No
___________ ___________ ___________ _________ [2] No [2] No [2] Any Other facility (please specify)
[1] Free Home Delivery
Date of inception of the restaurant: Any future expansion plan (please specify): Name and Designation of the person contacted:
Restaurants MR/MOT/31 Good morning/ afternoon. I am_________ from Market Pulse, a reputed marketing research company. On behalf of Ministry of Tourism, Govt. of India, we are carrying out a study to determine the manpower potential of the Hotel and Restaurant sector in India. I would appreciate if you could spend some of your valuable time. This feedback will take 15 20 minutes. 1. Number of Employees 1.4. We would like to know how many permanent employees are employed in different departments of your hotel. I am going to read out the departments one by one. Please tell me how many people are employed in READ OUT DEPARTMENTS ONE BY ONE Now, please tell us how many of these are in the age group of Less than 30 years/ 30 40 years/ 41 50 years/ Above 50 years in ASK FOR EACH DEAPRTMENT Now tell me what the retiring age is in ASK FOR EACH DEAPRTMENT. 1.1. Number of employees 1.2. Number of employees in age group (years)
<=30 31 40 41 50 >50
1.5. 1.6.
Departments
Management Kitchen Service Store Security Maintenance Delivery Total Restaurant Name: City: Air-conditioning: [1] Yes
State: [2] No Seating capacity:__________
Date of inception of the restaurant: Name and Designation of the person contacted:
TOUR & TRAVEL OPERATORS MR/MOT/31 Good morning/ afternoon. I am ______ from Market Pulse, a reputed marketing research company. We are currently carrying out a study to determine the manpower potential of the hotels, restaurants and tour & travel sector. Our company has been retained by Ministry of Tourism, Govt. of India to carry out this study. I would be grateful if you could spend some of your valuable time. This feedback session will take 15 20 minutes. Please tell us the business areas that your company operates in. [1] Travel Agency [2] Tour Operator [3] Adventure Tour Operator [5] If any other, please specify________
[4] Tourist Transport Operator 1. Number of Employees:
1.1.
We would like to know how many permanent employees are employed in different departments of your company. I am going to read out the departments one by one. Please tell me how many people are employed in READ OUT DEPARTMENTS ONE BY ONE Now, please tell us about the number of casual or temporary employees whom you hire every year in READ OUT DEPARTMENTS ONE BY ONE. Now tell me how many fresh graduates and others with no prior work experience in READ OUT DEPARTMENTS ONE BY ONE 1.1. Number of Permanent employees
2003 2002
1.2.
1.3.
Departments
1.2. Number of casual or temporary employees

2003 2002
1.3. Recruitment of fresh graduates & others with no prior work experience
2003 2002
Administration Ticketing Foreign Exchange Tours Sale & Marketing Accounts
Total
3. Eligibility Criteria: Now please tell me what educational qualification do you look for, when recruiting for.. READ OUT DEPARTMENTS ONE BY ONE Departments Administration Ticketing Foreign Exchange Tours Sale & Marketing Accounts Educational qualification
4. Approximately how many customers would your company has handled this year and last year? Present Year_______ Name of the company: Address: City: State: Telephone No.: Year of inception: Name and Designation of the person contacted: Last Year________
MR/MOT/31 Good morning/ afternoon. I am ______ from Market Pulse, a reputed marketing research company. We are currently carrying out a study to determine the manpower potential of the Tour & Travel sector. Our company has been retained by Ministry of Tourism to carry out this study. I would be grateful if you could spend some of your valuable time. This feedback will take 15 20 minutes. 1. Number of Employees 1.1. We would like to know how many permanent employees are employed in different departments of your company. I am going to read out the departments one by one. Please tell me how many people are employed in READ OUT DEPARTMENTS ONE BY ONE Now, please tell us how many of these are in the age group of Less than 30 years/ 30 40 years/ 41 50 years/ Above 50 years in ASK FOR EACH DEAPRTMENT Now tell me what the retiring age is in ASK FOR EACH DEAPRTMENT. 1.1. Number of employees <=30
Administration Ticketing Foreign Exchange Tours Sale & Marketing Accounts Total
1.2. 1.3.
Departments
1.2. Number of employees Age-wise (years) 31 40 41 50 >50
Name of the company: Address: City: State: Telephone No.: Year of inception: Name and Designation of the person contacted:
INSTITUTES MR/MoT/31 Good morning/ afternoon. I am ______ from Market Pulse, a reputed marketing research company. We are currently carrying out a study to determine the manpower potential of the Hotels and Restaurants sector. Our company has been retained by Ministry of Tourism, Govt. of India to carry out this study. I would appreciate if you could spend some of your valuable time. This feedback will take 10 15 minutes. Courses: Ser. No. Name of degree/diploma Subjects Studied
New Degree/Diploma/Courses planned in future: Any future expansion plan (In terms of opening new institutes or increasing the total size of the students): Total number of faculty: Profile of faculty: Number of students graduating per year (specific number) Year 2003 2002 2001 2000 1999 Course 1 Course 2 Course 3 Course 4 Total
Name of the Institute: Address: City: State: Telephone No.: Name & Designation of the person contacted: -

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MINISTRY OF TOURISM

DEPARTMENT OF TOURISM GOVERNMENT OF INDIA

A MARKET PULSE Report

5/4 star Hotels 1-3 star Hotels Smaller hotels Total

57,000 52,500 638,000 7,47,500

83,000 63,000 14,05,000 15,51,000

1,10,400 83,000 32,61,500 34,54,900

Hotel Employee Profile

Five/Four Star Hotels: Most employees in the management/supervisory cadres in

Unorganized Sector: Only a few of the managers have a hotel management

926000 270000 284000 179000 1659000

1226000 406700 401600 253900 2288200

1436000 504500 487800 306300 2734600

PROJECTED ANNUAL DEMAND FOR TRAINED MANPOWER

Delhi Agra Haridwar Shimla Varanasi Amritsar

Travel &Tour operators

Hotel Mgmt. Institutes

Tourism offices & Municipalities

Trivandrum Cochin Ooty Mysore Bangalore Chennai Tirupati Hyderabad

Kokata Bhubanesh war Puri

North East Central

Guwahati Shillong Ahmedabad Pune Aurangabad Goa Udaipur Jaipur Khajuraho

West & Mumbai

Hotel/ Restaurants/ Travel & Tour Operators

Institutes of Hotel Management (both private and NCHMCT)

TOURISM IN INDIA : A SNAPSHOT

2.1 Geographic Contribution of Domestic Tourism

2.2 Geographic Contribution of Foreign Tourism

West & Central

West & Central

Karnataka Kerala UP HP Delhi Uttaranchal Punjab Orissa WB Assam Meghalaya Maharashtra

Gujarat Goa Rajasthan MP

3.1 % Contribution of Hotel Segments to Total Rooms

1-3 star Hotels

Total Rooms 295436

3.3. Growth in Tourist Traffic

2003-10 (Projected Growth)

12.7 6.4 -18.5 4.5 14.7 4.7 6.8

4.1. Employment Pattern

4.1. % Contribution of Key Functions to Employment

F&B service Housekeeping Management Purchase/stores & accounts

F&B kitchen Front office Engineering Others

4.1.2. Three, Two & One Star Hotels

Front office F&B kitchen Purchase & accounts

149 123 170 77 122

23% 6% 13% 21%

4.5. Regional Employment Intensity

4.2.1 Employment in Five, Four Star/ Heritage Hotels

4.2.2 Employment in Three, Two & One Star Hotels

4.2.3 Employment in Hotels in Unorganized Sector

4.6. 4.6. Employment Employment Forecast Forecast

1-3 1-3stars stars

PROFILE OF HOTEL EMPLOYEES

1/8 managers are post-graduates in hotel management

A few managers are Hotel Management graduates, largely SSC Graduates

5.1. % Contribution of Age Segments to Employment

5.2. % Age Profile of Workforce in Key Functions

5.3. % Contribution of Age Segments to Employment 15%

5.5. % Contribution of Age Segments to Employment

5.6. % Age Profile of Workforce in Key Functions

64 31-40 years 41-50 years

5.7 % Contribution of Organizational Tiers to Employment

1-3 Stars Hotels