Hotel Operations

VRINDAVAN

Athiti Devo Bhava

Indian hospitality industry has been exemplified across the world for the high room to staff ratio on which it operates.

Flashback
1.

2.

During the period in the later 1970s, room to staff ratio in the country was as high as 1: 4 or 1:5. Today, the room to staff ratio is derived by considering two prime elements: staff productivity and definition of the service limits.

Hotel Category
Hotel classification can be two fold: 1. star classification and 2. service standards.

Today
Five-star hotels observe a room to staff ratio of about 1:2, Four and three-star segment hotels average at 1:1.6 to 1:1.75.

Luxury Hotels
East India Hotels Limited (EIHL), which operates properties like Amarvilas and Rajvilas, still operates on a room to staff ratio of 1:3 to 1:4.

Other Factor - Service

1. 2.

Full Service Limited Service

3.

No Service

No Frill Segment- The Growing Segment

Ginger and Peppermint cater to the new age, techno-savvy business traveller, who has little or no time to waste and thus, requires prompt service. To cater to this type of customer profile, hotels provide handy requirements and ensure limited or no interaction with the staff. Such hotels call for an extremely low room to staff ratio of about 1:0.8 to 1:1.

Other Factors
1. 2.

Outsourcing Meltdown

What has changed - To Sum Up

1. 2. 3.

In the past manpower was cheap Increase in wage structure Migration to other industry

4. 5.

Niche skilled personnel to multi skilled manpower Technology

Future Forward
Indians have been trying to ape the 1:1 service ratio. However, this is considered difficult in the Indian context,

Employee per room in India

Luxury 2.70

Upscale 2.11
Mid-market 1.52

Budget 0.72
(The global average is almost half the Indian average)

Source: HVS Indian hotels manpower survey 2011 edition

Full Service versus Limited Service

Key Differentiator Full service hotels have an attached restaurant, while limited service hotels do not.

Restaurants and Food

FULL SERVICE
The defining feature of full service hotels is their restaurant.
1. 3.
LIMITED SERVICE This doesn't mean limited service hotels never offer food to their guests. Many LSH offer complimentary breakfast and beverage areas.
Not quite a restaurant meal, but they serve free toast, coffee and orange juice.

FSR website exhibits All-day lobby bar and

2. upscale dining venues as well as

Even if you'd rather stay in your room, full service hotels should feature dedicated room service with an extensive menu.

Services and Amenities

FSH offers more in services and accommodations.
1. 2. 3. 4.

24-hour valet service, dry cleaning, heated pools and saunas, well-equipped fitness centers, and guaranteed high-speed wireless Internet access. The rooms should feature high-end furnishings, appliances, and top-of-the-line television with premium cable.

Limited service hotels have plenty to offer as well,

1. 2. 3. 4.

Pools, which may not be heated Guests shouldn't expect a spa. Coin laundry rooms sometimes wireless Internet access as well. Sometimes limited service hotels will have fitness rooms (a couple of treadmills and a single weight machine)

5.

Price
As expected, price is where limited service hotels have an advantage. As with any venture, deciding on the kind of hotel is a balancing act between how much service you want and how much you want to pay for it. Full service hotels are definitely more accommodating, but those looking to save a little might find limited service hotels hospitable enough for the

A Small Low-Rise Hotel Operation General Manager reports to Regional Director and /or Ownership/
Investors 1. General Manager 2. Front Office Manager 3. Housekeeping Manager 4. Head of Maintenance 5. Sales & Marketing Manager 6. Food & Beverage Manager

Administrative functions for a small-scale hotel such as Accounting, Payroll, and Human Resources are normally handled by a centralized corporate office or solely by the General Manager. Additional auxillary functions such as security may be handled by third-party vendor services contracted by the hotel on an as-needed basis

Large Full Service Hotel

General Manager Assistant General Manager or Director of Operations Director of Front Office Rooms Coordinator Night Manager Head Night Auditor PBX Supervisor Guest Services Manager Chief Concierge Bell Captain Valet Captain Executive Housekeeper Assistant Housekeeping Manager Floor Supervisor

Laundry Supervisor Public Area/Custodial Supervisor Laundry Manager Director of Sales & Marketing Senior Sales Manager Leisure Sales Manager Business Travel Sales Manager Social Group Sales Manager Corporate Group Sales Manager Wedding Sales Manager Senior Marketing Manager Social Media Manager Public Relations Manager Revenue Manager Reservations Supervisor

Large Full Service Hotel

Director of Food & Beverage Restaurant Manager Restaurant Supervisor Executive Chef Room Service Manager Room Service Captain Bar & Lounge Manager Staff Cafeteria Chef Director of Food & Beverage Restaurant Manager Restaurant Supervisor Executive Chef Room Service Manager Room Service Captain Bar & Lounge Manager

Staff Cafeteria Chef Director of Events and Catering Convention Services Manager Event Manager Catering Manager Banquets Captain Hotel Controller Accounting Manager Certified Accountant(s)

Large Full Service Hotel

Director of Engineering

Assistant Engineering Manager Facilities Manager Director of Human Resources Human Resources Manager Recruiting Manager Training Manager Labour Relations

Manager Chief of Security Shift Supervising Officer Recreation Manager Information Technology Manager Additional Management Positions may exist for outlets such as a Golf Course, Spa, and additional facilities.

Thank you