184

CHAPTER-V

HOTEL INDUSTRY IN GOA

Chapter No. Contents Page No.5.1 Introduction 184-1855.2 Key Indicators Of Goa 1865.3 Tourism In Goa: A Perspective 186-1895.4 Evaluation Of Tourist Arrival In Goa 190-1935.4.1 Tourist Arrival In Goa 190-1915.4.2 Nationality-Wise Foreign Tourist Arrival In Goa 192-1935.5 Categories Of Accommodation In Goa 194-1955.6 Average Duration Of Stay In Hotels 1965.7 Growth And Development Of Hotels In Goa 196-2015.7.1 Growth Of Public Sector Hotels In Goa 1975.7.2 Growth Of Private Sector Hotels In Goa 198-1995.7.3 Growth Of Star Category Hotels In Goa 199-2005.7.4 Growth Of Public Sector & Private Sector Star Hotels In Goa 2015.8 Profile Of Goa Tourism Development Corporation (GTDC) 202-2105.8.1 Introduction 2025.8.2 Mission And Vision 2025.8.3 Quality Policy 2035.8.4 Goa Tourism Development Corporation Accommodations 203-2045.9 Profile Of Selected GTDC Hotels 206-2105.9.1 Panjim Residency 2065.9.2 Margao Residency 2075.9.3 Colva Residency 2085.9.4 Calangute Residency 2095.9.5 Farmagudi Residency 2095.9.6 Old Goa Residency 2105.10 Profile Of Selected Private Sector Three Star Hotels 211-2165.10.1 Hotel Goan Heritage 2115.10.2 Hotel Mandovi 2125.10.3 Bambolim Beach Resort 2135.10.4 Goa Woodlands Hotel 2145.10.5 Nanutel Hotel 2155.10.6 Colva Kinara 2165.11 Human Resource Departments Of Three Star Hotel 217-2265.11.1 Front Office Department 2175.11.2 Food And Beverage Department 2185.11.3 Housekeeping Department 219-2215.11.4 Accounts And Finance Department 2225.11.5 Human Resource Management Department 223-2245.11.6 Sales And Marketing Department 2255.11.7 Engineering And Maintenance Department 2255.11.8 Security Department 2265.12 Management Information System In Three Star Hotels 227-2285.13 Conclusion 2295.14 References & Webliography 230

185

5.1 INTRODUCTION

Goa famous as "Pearl of the Orient" and a "Tourist Paradise", the state of Goa is

situated on the western coast of India in the coastal belt known as Konkan. The magnificent

scenic beauty and the architectural splendors of its temples, churches and old houses have

made Goa a firm favorite with travellers around the world. Goa is much more than just

beaches and sea. It has a soul which goes deep into distinctive history, rich culture and some

of the prettiest natural scenery that India has to offer. Much of the real Goa is in its interiors,

both inside its buildings and in the hinterland away from the coastal area. Legends from

Hindu mythology credit Lord Parshuram, an incarnation of Lord Vishnu with the creation of

Goa. Over the centuries various dynasties have ruled Goa. Rashtrakutas, Kadambas,

Silaharas, Chalukyas, Bahamani Muslims and most notably the Portuguese have been rulers

of Goa.

Goa was liberated by the Indian Army from Portuguese colonization on December

19, 1961 and became a Union Territory along with the enclaves of Daman and Diu. On May

30, 1987 Goa was conferred statehood and became the 25th state of the Indian Republic.

Having been the meeting point of races, religions and cultures of East and West over the

centuries, Goa has a multi-hued and distinctive lifestyle quite different from the rest of India.

Hindu and Catholic communities make up almost the entire population with minority

representation of Muslims and other religions. All the communities have mutual respect

towards one another and their secular outlook has given Goa a long and an unbroken

tradition of religious harmony.

The warm and tolerant nature of the Goans allows them to celebrate and enjoy the

festivals of various religions such as Ganesh Chaturthi, Diwali, Christmas, Easter and Id

with equal enthusiasm. The state of Maharashtra borders Goa on the north, the state of

Karnataka on the south and east. The vast expanse of the Arabian Sea on the west forms the

magnificent coastline for which Goa is justly famous. Terekhol (Tiracol), Mandovi, Zuari,

Chapora, Sal and Talpona are the main rivers which weave their way throughout the state

forming the inland waterways adding beauty and romance to the land besides being used to

transport Goa's main export commodity of Iron and Manganese ore to Mormugao Harbour.

Along the way to the coast these waterways form estuaries, creeks and bays breaking the

sandy, palm-fringed coastline behind which lie the fishing villages among the coconut

groves. Panaji (Panjim) is the state capital located on the banks of the Mandovi river and

Vasco, Margao, Mapusa and Ponda are the other major towns.

186

Goa is serviced by an international/national airport located at Dabolim near Vasco.

An intra-state and inter-state bus network also plays an important role in getting locals and

visitors alike in and around Goa.The vast green expanse of the Sahyadri mountain range

ensures that Goa has an abundance of water. The sea and rivers abound in seafood - prawns,

mackerels, sardines, crabs and lobsters are the most popular with the locals and the visitors.

Along with English which is widely spoken all over Goa, Konkani and Marathi are the state

languages. The national language Hindi is also well understood in most areas around the

state. Goan cuisine is a blend of different influences the Goans had to endure during the

centuries. The staple food in Goa is fish and rice, both among the Hindus and the Catholics.

Unlike the Christian food the Hindu Goan food is not strongly influenced by the Portuguese

cuisine.

5.2 KEY INDICATORS OF GOA

Sr. No Geographical Information

1 Area : 3,702 sq.kms.

2 Population : 14,57,723 (2011 Census)

3 Altitudes : Sea Level to 1,022 meters

4 Languages : Konkani, Marathi, English, Portuguese & Hindi

5 Capital : Panjim

6 Districts : 2: North Goa & South Goa

7 Talukas : 12

8 Major-Port : Marmugao

9 Climate : Tropical-Summer 33.50C to 260C Winter 290C to 190C.

10 Rainfall : Maximum 130 to 140 inches

11 Tourist Season : Throughout the Year

12 Peak Season : November to February

5.3 TOURISM IN GOA: A PERSPECTIVE

Since the tourism industry of Goa is a major engine for the economic growth of the

state, it demands greatest urgency to modernize the industry in the perspective of the

national tourism policy 2012. A guaranteed multiplier effect is predictable by the suitable

intended development of the tourism sector on the employment generation, economic

development and impetus for rural regeneration. Given the potential of attracting tourists the

development of tourism is an obvious choice for the state Goa. The importance on domestic

187

tourism as a key driver of tourism growth is focused in the national tourism policy and also

in the policy of the state of Goa. Goa is the only state after Kerala where beaches are the

focal points of the tourism industry. It is for this reason that Goa is known as the beach

country of India.

By the development of hospitality industry and enhanced infrastructure, Goa could

be a more focused international tourist spot and could be seen as a global brand in the

tourism map of the world. Many international festivals like international film festivals of

India, which has been held since last year made Goa as an international hotspot in the world

of Cinema. Situated in the Malabar Coast, Goa is known for its Gothic churches, crumbling

forts, palm-fringed beaches, coconut groves, ferry rides, and bubbly folk music with its 131-

km-long coastline, Goa is an important locale in every tourist's itinerary in India and the

world. Sun, sand and sea being the major attractions, Goa is a perfect heaven for those who

need and want relaxation.

Figure No. 5.1: Tourist Map of Goa

"The pearl of the east," GOA is situated on the Malabar Coast endowed with sandy

beaches and a tropical climate. Inland Goa is hilly, stretching to part of the Western Ghats. It

is bounded by the states of Maharashtra on the north and Karnataka on the east and south,

188

and by the Arabian Sea on the west. The total

area is 3,702 square kilometers. The two

largest rivers are the Mandavi and Zuari,

between the mouths of which lies the island

of Goa. The island is triangular, the apex

(called the cape) being a rocky headland

separating the harbor of Goa into two

anchorages. There are three principal cities in

Goa, namely Marmagao, Madgaon (Margao), and Panaji. About one-quarter of the state is

covered by forest. The climate is generally warm, with average January temperatures

ranging from 19° to 29° C (66° to 84° F), and average June temperatures ranging from 25° to

33° C (77° to 91° F). Goa experiences a monsoon season from June through September;

accounts for four-fifths of the state's average annual rainfall. Panaji is the capital of Goa. The

state has two districts and divided into 11 talukas Goa has an airport (Dabolim Airport) and

is connected by all private and public airlines of India. The nearest international airports for

Goa are Mumbai and Bangalore. The Railhead is up to Vasco-da-Gama and Margoa and is

connected by train with Bangalore,Belgaum, Hospet, Hubli and Hyderabad and via Miraj to

Bombay, Delhi and Agra. The road to Panaji, the capital of Goa, is connected to Bangalore

(598 kms), Belgaum (157 km), Bombay (594 kms), Gokarn (154 km), Hospet (315 km),

Hubli (184 km), Karwar (103 km), Kolhapur (246 km), Malwan (150 km), Mangalore (371

kms), Mysore (696 kms), Pune (458 kms), Ratnagiri (263 kms), Vengurla (73 kms) etc.

Kadamba Transport Corporation provides the Bus Services, Maharashtra State Road

Transport Corporation (MSRTC) and Karnataka State Road Transport Corporation (KSRTC)

which operate frequent bus services between Panaji, Vasco, Margao and to Bangalore,

Belgaum, Gokarn, Hubli, Karwar, Kolhapur, Malwan, Mangalore, Miraj, Mysore, Pune,

Ratnagiri and Vengurla. The ship services also ply between Bombay and Goa organized by

private groups. English is widely spoken and understood in urban areas and to a lesser extent

in the rural areas. Konkani, the official language, is most commonly used in day-to-day life.

Marathi and Hindi, the other national languages are also understood by most of the

population. Portuguese is also spoken among the old Goan people.

Till the end of June 2012, there were 492 hotels in the state of Goa. (Consisting of 5

star deluxe hotels, 5 star hotels, 4 star hotels, 3 star hotels, 2 star hotels, 1 star hotels, and

guesthouses. There are 351 resorts or other hotels in entire Goa state.

189

Most of the tourism in Goa is concentrated in the coastal stretches of Bardez, Salcete,

Tiswadi and Marmagao. Over 90 percent of domestic tourists and over 99 percent of the

international tourists frequent these areas. Two types of tourists visit Goa; the first is the

domestic tourists, who comprise 80 percent of all tourists. Curiosity with the Goa’s image,

which holds a degree of mysticism, a sense of freedom and western lifestyle, many people of

the rest of India, visited Goa. The second is the international tourists who visit Goa purely

for the natural environment of tropical climate. Within the category of international tourists

there are two sub-categories: backpackers and charter tourists.

The domestic and international both categories of tourists visit Goa for the beaches,

they stay away from each other. The backpackers are not found in areas of charter tourists;

they prefer to mingle and live with the local communities. Whereas, the charter tourists tend

to stay in the luxury starred hotels. Domestic and international tourists also differ in terms of

the areas they frequent. For the domestic tourist, the beaches hold limited appeal, so

domestic tourists remain away from the places frequented by the international tourists. The

timings of visits are clearly different for the domestic and the international tourists. In

previous decades, a clear off-season for all tourists could be identified. Today this is not so

since the domestic tourists come throughout the year albeit in larger numbers in the non-

monsoon months. Conversely, international tourists avoid the monsoon months; as for them

the use of the beach is the prime attraction to come to Goa.

The various factors that have contributed to this rise in domestic tourism in the

country are:

Increased disposable income of the middle class.

Increased urbanization and stress of living in cities and towns.

Increased ownership of cars, which is making domestic tourism more attractive;

especially among the upper-middle and middle classes.

Improved employment benefits, such as the leave travel concession.

Development of inexpensive mass transport and improved connections to various

places of tourist interest.

Increased number of cheap accommodations and resorts, greater advertising targeted

at domestic tourists both by the central and the state governments, as well as the

tourist industry, and increasing of time-sharing in holiday spent, among the middle

class.

190

5.4 EVALUATION OF TOURIST ARRIVAL IN GOA

Tourism is generally focused on the coastal areas of Goa, with decreased tourist

activity inland. In 2011, there were more than two million tourists reported to have visited

Goa, about 1.2 million were from abroad. Goa has two main tourist seasons: winter and

summer. In the winter time, tourists from abroad (mainly Europe) come to Goa to enjoy the

climate. In the summertime (which, in Goa, is the rainy season), tourists from across India

come to spend the holidays. With the rule of the Portuguese for over 450 years and the

consequential influence of Portuguese culture, Goa presents a somewhat different picture to

the foreign visitor than other parts of the country. The state of Goa is famous for its excellent

beaches, churches, and temples.

The tourist arrival in Goa is increasing constantly. From the ancient Goa is known as

paradise of India and also obtained the international standard as one of the best tourist

destination in world. The economy of Goa is generated through tourism and hospitality

industry and hospitality industry is depending on tourist satisfaction. The position of the

domestic and foreign tourist arrivals in Goa is discussed with the help of the statistical record

available from department of tourism of Goa.

5.4.1 TOURIST ARRIVAL IN GOA

a) Tourist Arrivals in Goa (Yearly) (2003-2012)

Table 5.1: Tourist Arrivals in Goa (Yearly) (2003-2012)Year Domestic Foreign Total %Change2003 1725140 314357 2039497 27.712004 2085729 363230 2448959 20.12005 1965343 336803 2302146 -62006 2098654 380414 2479068 7.72007 2208986 388457 2597443 4.62008 2020416 351123 2371539 -9.52009 2127063 376640 2503703 5.52010 2201752 441053 2644805 5.62011 2225002 445935 2670937 0.982012 2337499(P) 450530(P) 2788029(P) 5.5(P)

P: Provisional Source: Department of Tourism, Govt. of Goa

191

Source: Department of Tourism, Govt. of Goa

b) Tourist Arrivals in Goa (Monthly) (2010 and 2011)

Table 5.2: Tourist Arrivals in Goa (Monthly) (2010 and2011)

Month Domestic Foreign Domestic Foreign2010 2010 2011 2011

January 194859 62133 198171 63686February 130144 56341 131096 57298

March 155326 48893 156103 49015April 173926 25434 175491 25749

192

May 175740 9876 177585 10175June 83215 3597 83797 3650July 62013 3305 63563 3390

August 98813 4706 101678 4847September 114704 6097 113884 5938

October 299303 35079 301825 33797November 315447 83940 313634 81656December 398262 101652 408175 106734

Total 2201752 443053 2225002 445935

Source: Department of Tourism, Govt. of Goa

Inferences

With references to table 5.1, 5.2 and graph 5.1, 5.2 indicates domestic and foreign

tourist arrivals in Goa yearly and monthly. In the graph percentage of changes in arrival is

shown. The arrival of domestic and foreign tourist in Goa is constant increasing but there is

percentage of change in arrival of domestic and foreign tourist is fluctuating. This

fluctuating is occurs due to government policies & restriction which have impact on growth

of tourism and hospitality industry.

5.4.2 NATIONALITY-WISE FOREIGN TOURIST ARRIVAL IN GOA

Table 5.3: Nationality - Wise Foreign Tourist Arrivals In Goa During The Year(2011 and 2012)

Sr.No.

Countries No. of TouristArrived in

2011

Percent No . of TouristArrived in

2012

Percent

1 U.K. 154122 34.9 117683 26.392 Russia 57623 13.06 133780 303 Germany 31882 7.22 30234 6.784 Finland 25332 5.74 24972 5.65 France 16665 3.77 17258 3.876 Switzerland 12128 2.74 13199 2.967 Sweden 15290 3.46 15964 3.588 U.S.A. 7916 1.79 8160 1.839 Australia 6248 1.41 6778 1.5210 South Africa 2499 0.56 2944 0.6611 Brazil 1124 0.25 1294 0.2912 Italy 3332 0.75 3211 0.7213 Canada 3541 0.8 3656 0.8214 Japan 2290 0.51 1963 0.4415 Denmark 2707 0.61 2541 0.5716 Austria 2082 0.47 2185 0.4917 Holland 1249 0.28 1383 0.31

193

Source: Department of Tourism, Govt. of Goa

Source: Department of Tourism, Govt. of Goa

18 Portugal 1290 0.29 1115 0.2519 Ireland 1207 0.27 1204 0.2720 Belgium 416 0.09 580 0.1321 Norway 540 0.12 446 0.122 Iran 973 0.22 981 0.2223 U.A.E 624 0.14 624 0.1424 New Zealand 332 0.07 357 0.0825 Greek 60 0.01 89 0.0226 Lithvania 1457 0.33 1026 0.2327 Czech 624 0.14 535 0.1228 Others 87499 20 51773 11.61

Total 441052 100 445935 100

194

Inferences

With references to table 5.3 and graph 5.3 indicates foreign tourist arrivals in Goa

from different countries. Goa is one of the tourist destination and place of mental relaxation.

From the point of comparison between the states of India, Goa is the state where majority of

the foreign tourist come from different counties. Goa state economy is depends on tourism

industry and more revenue is generated from tourism and service industries.

Table 5.3 and graph 5.2 shows the present position of foreign tourist arrival in Goa.

The countries like U.K, Russia, Finland, France, Switzerland, Sweden, U.S.A, Australia and

many other countries tourist visit Goa for

pleasure and relaxation. With the flow of

tourist from other countries tourism and

hotel industries are getting the boost for

development. Different forms of

employment are generated and growth and

development taking place in states

economy.

5.5 CATEGORIES OF ACCOMMODATION IN GOA

a) Budget Hotels: This type of accommodation is appropriate for the budget-minded

traveller and particularly the backpacking tourist. This can range from simple, bare rooms in

regular guesthouses to cozy well furnished rooms in family-run guesthouses. This kind of

accommodation is costlier in the city and

popular coastal belt areas and cheaper the

beaten track in the rural areas. A decent

double room with a fan, attached bath and

toilet typically costs around Rs. 200/-. The

prices usually double in the peak season

period.

b) Mid-Range Hotels: The next step up is the budget mid-range hotels which are to be

found all over Goa and form the major portion of the available accommodation. These have

proper reception areas, well appointed rooms, room service and usually a restaurant.

Off season, these hotels are the best bet for your stay. But, most of these hotels are fully

booked with hordes of Charter tourists from Europe during the peak season, so finding a

195

room might be a little difficult. However there are still rooms to be found for the walk-in

tourist although at a slightly higher tariff.

The tariffs for rooms at such hotels range

between Rs 400/- to Rs 800/- for a good-

sized room with a fan, en-suite bath/toilet, a

balcony and hot and cold running water.

There are optional such as cable TV and air

conditioning also available. Most 1-star and

uncategorized hotels fall in this category.

c) Up market Hotels: These higher budget range hotels in Goa can be classified into two

categories: the slick modern 2-star and 3-star hotels which can be found in all the major

towns as well as the entire popular coastal belt and the high-priced international standard 5-

star luxury resorts which cater to the rich and the famous. The luxury resorts are all located

in the coastal areas within easy walking distance of a beach. Resorts in this category

typically have their own restaurants with different cuisines, coffee shops, large swimming

pools, sports and gym facilities along with shops selling everything from books to carpets.

The luxury rooms at these types of establishments range typically from Rs 2000/- to Rs

10000/- per night and it is often best to stay

at these hotels. On one of their special

packages available at a much lesser rate.

d) Long-Term Rental Hotels: A number

of travellers, especially foreigners, prefer to

spend a fairly longer period of time from a

month to as many as six months at the

leisurely pace of life in Goa. For such a

stay, it is best to rent houses or rooms by the month, or season. Rents usually vary from area

to area and even village to village, but you can expect to get accommodation for around Rs

3500/- to Rs 5000/- a month depending upon the season and the facilities included in the

cost.

It is also worth considering sharing such long stay accommodation with two or three people

so as to bring down the costs. Most importantly, reserve such long-term accommodation well

in advance to get a good bargain as most such houses and rooms are rented by visitors who

return to the same house year after year and as such get first preference. Such rentals are

196

mostly to be found in the small villages around the beach areas and are owned by the local

villagers. The more deposit you pay upfront and the longer you intend to stay, the less the

accommodation cost.

5.6 AVERAGE DURATION OF STAY IN HOTELS

Table 5.4: Average Duration of Stay in Hotels

Sr. No Tourist Days

1 Domestic 5

2 Foreign 9

Source: Department of Tourism, Govt. of Goa

Inferences

With references to table 5.4 and chart 5.1 indicates average duration of stay in hotels

in Goa. The domestic tourists on an average stay in hotels for 5 days whereas foreign tourists

on an average stay in hotels for 9 days. In Goa there are many hotels at every tourist spot

with variation in accommodation charges. So tourists are changing the preferences of hotels

as per the level of satisfaction.

5.7 GROWTH AND DEVELOPMENT OF HOTELS IN GOA

197

The department of tourism has classified the hotels into broad four categories (A, B,

C, and D,). These categories include all the types of hotels (Star Hotels, Unstar Hotels, and

Guest House / Rest House, Youth Hostel, Dormitory, Dharmasala and Others). All these

hotels are operated by private sector as well as public sector. The public sector hotels are

GTDC (Goa Tourism Development Corporation) hotels which are operated by the

government of Goa. There is continuous growth is taking place in private sector hotels,

many national & international service industries are establishing hotels in Goa. Whereas

public sector hotels, there no growth in Goa.

5.7.1 GROWTH OF PUBLIC SECTOR HOTELS IN GOA

Table 5.5: Growth of Public Sector Hotels in Goa(2008 – 2012)

Sr. No Years Number of Hotels1 2008 122 2009 123 2010 124 2011 125 2012 12

Source: Department of Tourism, Govt. of Goa

Inferences

With references to table 5.5 and graph 5.4 indicates the growth of public sector hotels

in Goa. From the last five years (2008 -2012) there is no growth in public sector hotels in

Goa. By observing the past statistical record obtained from tourism department of Goa there

is no growth in public sector hotels (GTDC) hotels.

198

In Goa tourism department is taking different promotional activities for the growth and

development of tourism in Goa but from the point of accommodations (hotels) are not

established by the department of tourism for providing hospitality services. Since many

private sectors hotel industries are entered in Goa for conducting the business. This has

adverse impact on GTDC hotels. The tourist comes from different countries, who are

expecting luxuries service facilities. Private sector hotels are able to fulfill these services

satisfactorily. So there is less demand for GTDC hotels from tourists and government is also

not willing to establish new hotels due to many obstacles so there is no growth in public

sector (GTDC) hotels in Goa.

5.7.2 GROWTH OF PRIVATE SECTOR HOTELS IN GOA

Table 5.6: Growth of Private Sector Hotels in Goa (2008-2012)Sr. No Category 2008 2009 2010 2011 2012

1 A 42 51 57 61 702 B 149 172 186 192 2053 C 298 326 361 372 3874 D 1695 1790 1986 2026 2115

Total 2184 2339 2590 2651 2777Source: Department of Tourism, Govt. of Goa

199

Inferences

With references to table 5.6 and graph 5.5, 5.6 indicate the growth of private sector

hotels in Goa. From the last five years (2008 -2012) there is growth in private sector hotels

in Goa. The table and graph shows the category wise growth in hotels. The department of

tourism of Goa has classified the hotels into broad four categories (A, B, C, and D,). These

categories include all the types of hotels (Star Hotels, Unstar Hotels, and Guest House / Rest

House, Youth Hostel, Dormitory, Dharmasala and Others). All these hotels are operated by

private sector hotel industries in Goa.

From the table and graph it is observed that the category A and B hotels growth is

slow comparatively category C and D hotels. The A and B category hotels are star hotels and

category C and D hotels are unstared hotels. Since Goa is one of the famous tourist

destination in world so there is growth in tourism industry and also in hospitality industries.

Local industrialists as well as outsiders are investing in hotel industries by establishing the

hotels at tourist spots. The more revenue is generated in hotel industries, foreign tourist are

doing huge expenditure on pleasure and leisure. With this intension many local industrialist

and hospitality industries are expanding their business in Goa as a source of revenue

generation.

From the graph 5.6 it is observed that overall growth is taking place from the year

2008 -2012 in private sector hotel industries in Goa. In the year 2008 the number of hotels

was 2184, which has gone up to 2339 in the year 2009. In the year 2009 the number of hotels

was 2339, which has gone up to 2590 in the year 2010. In the year 2010 the number of hotels

was 2590, which has gone up to 2651 in the year 2011. And In the year 2011 the number of

200

hotels was 2651, which has gone up to 2777 in the year 2012. The consecutive year’s

continuous growth in private sector hotels taking place which is significantly good sign of

economic development of Goa

5.7.3 GROWTH OF STAR CATEGORY HOTELS IN GOA

Table 5.7: Growth of Star Category Hotels in Goa (2008 -2012)Sr. No Category 2008 2009 2010 2011 2012

1 5 Star Deluxe 8 9 11 11 142 5 Star 10 11 12 12 123 4 Star 2 3 3 4 44 3 Star 8 11 13 15 235 2 Star 4 5 5 7 106 1 Star 0 0 0 1 17 Heritage 0 0 1 1 2

Total 32 39 45 51 66Source: Department of Tourism, Govt. of Goa

201

Inferences

With references to table 5.7 and graph 5.7, 5.8 indicate the growth of star category

hotels in Goa. From the last five years (2008 -2012) there is growth in star category hotels in

Goa. The department of tourism of Goa has classified the hotels into broad seven categories

(5 stars deluxe, 5 stars, 4 stars, 3 stars, 2 stars, 1 star and heritage) as per the grading

standards obtained by the hotels.

From the table 5.7 and graph 5.7 from the year 2008-2012, it is found that 5 star

deluxe hotels there is slow growth is taking place, where as 5 stars hotels and four star hotels

there is no growth. In the 3 stars and 2 stars hotels slow growth is taking place. In 1 star and

heritage hotels there is no growth at all. Overall it is found that 5 star deluxe 3 stars and 2

stars hotels are having slow growth in Goa. Since 5 star deluxe and 5 stars hotels are

operated by multinational hotel industries. Whereas 3 stars and 2 stars hotel are operated by

local industrialist of Goa.

From graph 5.8 overall growth is taking place in star category hotels due to the

incredible demand by the foreign tourist, which is considerably good sign for boosting

tourism and hotel industries in Goa.

5.7.4 GROWTH OF PUBLIC SECTOR & PRIVATE SECTOR STAR HOTELS IN

GOA (2008 -2012)

Table 5.8: Growth of Public Sector Hotels & Private Sector Star Hotels in Goa(2008-2012)

202

Source:

Depart

ment of

Touris

m,

Govt. of Goa

Inferences

With references to table 5.8 and graph 5.9 indicate the growth of public sector and

private sector star hotels in Goa. From the last five years (2008 -2012) there is growth in

private sector hotels comparatively there is no growth in public sector hotels in Goa.

5.8 PROFILE OF GOA TOURISM DEVELOPMENT CORPORATION (GTDC)

5.8.1 INTRODUCTION

For almost three decades now GTDC (Goa Tourism Development Corporation) has

been at the wheel of the tourism industry in Goa. GTDC reasonably literally has been the

helmsman on board inviting and guiding tourists from the country and from abroad on an

attractive and enlightening journey across the beautiful land of Goa. Set up as a Public

Limited Company with a Memorandum and Articles of Association with a full-fledged

Board of Directors, GTDC has been both generous host and guide to millions of visitors

from India and across the globe over the years. GTDC plays an active role in all commercial

aspects of tourism, including providing accommodation, organizing sightseeing tours,

cruises and other attractive packages.

Sr. No Years Public Sector Hotels Private Sector Star Hotels1 2008 12 322 2009 12 393 2010 12 454 2011 12 515 2012 12 66

203

Goa Tourism Development Corporation Limited was set up on 30th March, 1982 to

look after the commercial activities of the Government in the service industry of tourism in

the state. The liabilities of the Government in the form of accommodation (hotels), vehicles,

tours, boats and other properties were transferred to Goa Tourism Development Corporation

Ltd to run and to administer the same with a view to promoting, developing in the state and

to carry out business and to supervise the welfare of the employees transferred along with

the assets of the Government. Goa Tourism Development Corporation. Ltd has come a long

way and completed 25 years of victorious operation in tourism sector and is one of the

successful Corporations in the service industry in the State of Goa.

The company is governed by the Board of Directors appointed by the Government.

The Board of Directors consists of 12 members. The shareholders consist of 7 members, all

of whom are Government nominees. All the shares are held by the Governor of Goa, except

7 shares which are held by its nominees. The Managing Director is the Executive Head of

Goa Tourism Development Corporation Ltd.

5.8.2 MISSION AND VISION

Mission

“At GTDC we strive to provide the finest Tourism related services to our guests. We

vow never to sacrifice our professional integrity and to produce the highest quality work

possible and pledge to stay true to it. It is our commitment to establish a long-term

relationship with our guests and provide them with outstanding value in everything we

offer”.

Vision

To be a trusted guide to visitors in Goa for all their travel needs, and be a perfect

exponent of Goa’s well-known hospitality.

5.8.3 QUALITY POLICY

1. To provide our service to our customers to their complete satisfaction.

2. To give value for money spent by our guest.

3. To optimally utilize available infrastructure and human resources.

4. To create & project a customer friendly & professional image.

5. To comply with quality management systems.

6. To periodically review established quality objectives.

204

7. To continually improves and enhance effectiveness of quality management systems.

5.8.4 GOA TOURISM DEVELOPMENT CORPORATION ACCOMMODATIONS

Goa Tourism Development Corporation. Ltd is having chain of 12 hotels (Hotel

Residencies) and providing accommodation for the visiting tourists to the State. These hotel

residencies are situated on prime Goan beaches, important cities, port town, and interior

hinterlands and close to World Heritage sites. Goa Tourism Development Corporation. Ltd

caters to domestic and international tourists and the room tariff varies from Rs. 500/- to Rs.

3,500/- per day. All these residencies are having restaurant service, besides some are having

conference halls, shopping centers, running variety of business activities in the residencies.

The details of accommodation are as follows:

Source: Department of Tourism, Govt. of Goa

Source: Department of Tourism, Govt. of Goa

Table 5.9: City Accommodations Details

City Accommodations No. of Rooms Type of Rooms Hall

1. Panaji Residency 45 Double Room, AC Room -

2. Margao Residency 70 Double Room, AC Room,AC suite/DLX

Mini AC (40)

3. Mapusa Residency 48 Double Room, AC Room,AC suite/DLX

Main Non AC (500),Mini AC (60)

4. Vasco Residency 64 Double Room, AC Room Main Non AC (500),Mini AC (40)

Table 5.10: Beach Accommodations Details

Beach Accommodations No. ofRooms

Type of Rooms Hall Lawns

5. Calangute Residency 58 Double Room, ACRoom, AC suite/DLX

- Calangute Lawns(500)

6. Calangute ResidencyAnnexes

30 Double Room, ACRoom, Dormitory

- -

7. Miramar Residency 60 Double Room, ACRoom, AC suite/DLX

Main AC(200), Mini

AC (40)

Coconut Grove (300),Miramar Lawns (100)

8. Colva Residency 47 Double Room, ACRoom

- Colva Lawns (200)

Table 5.11: Eco Accommodations Details

Eco Accommodations No. ofRooms

Type of Rooms Hall Lawns

9. Farmagudi Hill Retreat 39 Double Room, AC Room, - Farmagudi

205

Source:

Department

ofTouri

sm,Govt. of Goa

5.8.5 EMPLOYEES CONCERNED

Manpower Training for the Development of Tourism Industry

For the successful functioning and development of skills among the employees

annual training programs are conducted for staff of GTDC at all levels to enhance their

professional and personal development.

Grievance Redressal Mechanism

For the better performance and increasing the morale of employees the grievance

Redressal mechanism is followed. Grievances to be addressed to the Executive Head i.e.

Managing Director of Goa Tourism Development Corporation Ltd, who exercises all the

powers conferred upon him under the Act.

AC suite/DLX, Dormitory Greens (500)10. Old Goa Heritage View 45 Double Room, AC Room Main Non

AC (500)-

11. Mayem Lake View 17 Double Room, AC Room,AC suite/DLX, Dormitory

-

12. Britona Riverside 6 Dormitory - -

206

Table 5.12: Organisational Chart & Employee Details of Goa Tourism Development Corporation Panjim GoaSr.No Category Employee

1 MD 1 MANAGING DIRECTOR2 GM 4 GM(ADM) GM(ENG) GM(FIN) GM(Hotels)3 Dy.GM 2 Dy.GM(FIN)/(Hotels) Dy.GM(Transport)A Sub Total 7

ADM ENG ACCT HE TECH TR.DIV AIRPORT RAILWAY TOUR TRAVEL CRUISE MKT4 Sr.Mgr/Dsign/Acctt/Exe 5 1 1 1 1 15 Manager/MKT 5 1 1 1 1 16 Sr.Steno 4 47 Accountant 1 18 Engg(Civil/Electrical 2 29 Legal 1 110 Comp.Pro+PRO 2 1 111 Upper Division Cleark 10 3 1 2 1 2 112 Master/Eng.Dr 5 513 Coxwain 2 214 Lower Division Cleark 10 1 2 1 4 1 115 Carpenter 2 216 Plumber 1 117 Electrician 2 218 Driver/Mechanic 26 9 1 15 119 Oilman/Sailor 16 1620 Attendants 12 8 1 321 Cleaners 2 2B Sub Total 108 30 3 6 5 5 6 2 2 16 4 26 3

Panjim Mapusa Margao Vasco Colva Miramar Mayem Calangute Cal.Ann Farma. Old Goa Britona22 Sr.Manager 12 1 1 1 1 1 1 1 1 1 1 1 123 Manager 11 1 1 1 1 1 1 1 1 1 1 124 Assist Manager 25 3 3 2 3 2 2 2 3 1 1 2 125 UDC/LDC 42 5 4 5 3 4 4 3 3 3 4 3 126 Attendants 94 8 8 14 9 11 7 5 13 4 8 5 227 Cleaners 57 9 4 5 5 2 4 8 5 3 6 3 3C Sub Total 241 27 21 28 22 21 19 20 26 13 21 15 8D Grand Total (A+B+C) 356

207

5.9 PROFILE OF SELECTED GOA TOURISM DEVELOPMENTCORPORATION HOTELS

5.9.1 PANJIM RESIDENCY

There are few sights to beat the peaceful deep blue River Mandovi as greets with

the morning sun slanting off her sparkling water. Guests of Panaji Residency choose the

river facing rooms well in advance and agree that there is something about this view that

makes them come back to this hotel time after time. Maybe it’s the view; maybe it’s the

people who keep this hotel and its 45 rooms running efficiently; maybe it’s the easy

availability of a business centre on the ground floor; the shopping arcade, Apparent the

handicrafts store with only Goan handicraft items made by Goan artists on display; maybe

its beauty parlour. Or it could be Ruchira the multi-cuisine restaurant that serves a mouth

watering array of delicious fare and the best liquors at its well-stocked bar. A definite sign

about the quality of food in an establishment would be the percentage of locals who have

their meals there. Ruchira always has a large number of local Panjimites queuing up a

meal.

Guests say it’s a combination of everything that makes Panjim Residency hard to

beat. This comes from 40 years of providing a home away from home for innumerable

208

guests, right in the centre of the most happening city of Goa – its capital Panjim. Situated

just a short walk away from offices, shopping arcades, the bus terminus and the river

cruise boats, everything available at the Panaji Residency. Though, must warn that it will

be difficult getting out of comfortable bed in the morning and leaving that wonderful view.

5.9.2 MARGAO RESIDENCY

The 71-room Margao Residency offers business facilities and a friendly

atmosphere which makes guests experience right at home. This graceful hotel equipped

with a mini conference hall, well designed rooms both air-conditioned and non air-

conditioned and a full-fledged bar and restaurant Preethi Classic which serving excellent

cuisine of all types, Goan, Chinese, Continental. The restaurant has air-conditioned as well

as non-air-conditioned areas. Souvenir caps, jute bags, t-shirts handicraft items and

miniature liquor bottles – in short a survival kit for a Goan holiday, are on sale at the

Residency.

209

5.9.3 COLVA RESIDENCY

Colva residency is Just 6 kms away from Margao city; might be the desire of

friends to be a guest at most preferred Residency. Everyone heads for Colva; the beach

with silvery sands, and like all other GTDC properties, the Colva Residency has pride of

place. Its cottages with 47 AC and non-AC rooms sit serenely in a pretty garden on the

beach.

The restaurant has an indoor area and an open air garden extension serving the best

of Goan cuisine. Speakers are located in the garden and continuous reggae and holiday

music plays on, adding to the delightful ambience of this Residency.

5.9.4 CALANGUTE RESIDENCY

Located on the sands of the world renowned Calangute Beach, the Calangute

Residency offers you rooms overlooking the sea. Calangute Beach is just 16 km from the

capital city of Panaji is the most well-liked destination for domestic and foreign

holidaymakers. The rooms are comfortable and spacious and the suites just ideal for an

entire family. Best of all are the large portico where one can sit out and drink in the

awesome beauty of the Arabian Sea any time of the day or night.

210

The cottages are attractively built-in with authentic and comfortable Goan

Portuguese furniture. For those who prefer non-air-conditioned rooms, the crisp sea breeze

fills the rooms and entire being. The lovely garden of the Calangute Residency is a

beautiful foil to the pretty cottages and the blue sea beyond.

5.9.5 FARMAGUDI RESIDENCY

211

The history says that with more than 300 ancient temples and shrines in Ponda,

certainly it is the abode of the Gods. If Ponda is heaven, then Farmagudi, which is at the

entrance to Ponda, is the entry to this heaven. Farmagudi Hill Retreat is a beautifully laid

out group of graceful cottages that would not be out of place on a Swiss mountain. Sloping

roofs and a short ornamental flight of steps lead to each cottage. The retreat looks like a

picturesque set lay out in a beautiful garden lined with winding, flower edged pathways.

The Retreat has an eatery in one cottage, complete with an outdoor restaurant too.

The huge open air hall is ideal for weddings, parties and receptions. The Farmagudi Hill

Retreat is a perfect place to relax when a pilgrimage to the temples of Ponda, or if just

want to get away from the hustle and hassle of city life. The surrounding green hills and

valleys refresh and juvenile senses.

5.9.6 OLD GOA RESIDENCY

Old Goa is a bonanza for those interested in history, art, culture and atmosphere.

And where better to experience it all with the Old Goa Residency as base, with world

treasures just a leisurely walk away. Take pick of world heritage monuments such as Bom

Jesus which houses the body of St Francis Xavier in a tomb of exquisite Goan and Italian

workmanship, Se Cathedral, St Francis of Assisi, St Cajetan, the Christian Art Museum,

the Tower of St Augustine, which are just a minute’s walk away from this place.

212

The Residency has 45 rooms in four blocks with double rooms either AC or non-

AC. The elegant lobby opens into the restaurant “Sukhsagar” which caters to a wide

variety of tastes. A large hall on the first floor where weddings and family functions are

celebrated is very popular with residents from the surrounding villages for all their major

functions. A wide sunny patio can be transformed into the perfect open air venue for an

informal fun evening, or a romantic celebration at night.

5.10 PROFILE OF SELECTED PRIVATE SECTOR THREE STAR HOTELS

5.10.1 HOTEL GOAN HERITAGE

Hotel Goan Heritage is situated in the middle of the 9 km long, golden sand

Calangute beach, just a stone throw away from the beach, for those who prefer the

invigorating lashing of the waves. Hotel offer a holiday of a lifetime - inviting swimming

pool, self-contained comfortable rooms, bar and restaurants, barbeque nights, beauty

parlour, massage, just about everything could dream of on a holiday. Hotel is located 500

mtrs from the nearest Supermarket,1 hour drive from the Airport (approx. 45 kms), 30

min. drive from the nearest railway station - Tivim station (approx. 23 kms), 20 min. drive

from Panjim capital city (approx. 18 kms).

Hotel has 75 well appointed rooms comprising of Standard, Deluxe and Suites and

with modern facilities. Tourist can enjoy the view of the azure Arabian Sea from most of

the rooms, while others overlook the sparkling blue swimming pool. Hotel provides

213

prompt and personalized service will make stay at Goan Heritage a memorable experience.

The motto of the management concern is to satisfy need for relaxation in the delightful

surroundings; the Goan Heritage succeeds every time.

5.10.2 HOTEL MANDOVI

Hotel Mandovi was commissioned in 1952 during the Portuguese rule in Goa.

And at the time the miraculous body of the St. Francis Xavier was being exposed. It had

the honors to play host in serving top religious & political leaders, foreign diplomats and

social dignitaries that visited Goa during that time. Hotel Mandovi has a pride of place in

the annals of History of the Hospitality trade on the West coast of India. It has been the

pioneer of the Tourism Industry in Goa. Commanding an ideal location on the bank of

the river Mandovi, in Panjim. The Mandovi offers the most enchanting view of the river

and the hillocks across it.

Mandovi is hotel having 65 luxurious rooms in 6 categories. All rooms have

central air-conditioning, wall-to-wall carpets, attached baths, C.C.TV and direct STD

dialing facility. Hotel have a specialty restaurant, a fine bar, pastry shop and other

services like laundry, room service, car rentals, doctor on call etc. 65 well appointed

rooms with refreshing comforts. Hotel has 3 Suites Rooms, 6 Executive Deluxe Rooms,

214

12 Deluxe Rooms, 13 Premium Rooms, 10 Standard Executive Rooms and 21 Standard

Rooms. It still maintains a strong emotional and business cord between its innumerable

customers from India and abroad, who feel it is their Home away from Home. Goa's

traditions and culture are all intermixed in its hospitality package. In the Capital city,

Panjim, it still is a gracious landmark with a rich Goan heritage.

5.10.3 BAMBOLIM BEACH RESORT

Bambolim Beach Resort started in 1989. As a 53 room resort set in six cottage

blocks with rooms done up in a rural style. Now it expanded to 122 rooms with the

addition of the new 69 rooms main block with highly polished Granite flooring and all the

modern fittings in 1996 with fully Air-conditioned. Centrally located in Goa, Bambolim

makes an ideal base for those wishing to travel around Goa, isolated and quite, and yet

just 7 kms from Panjim and close to the main sightseeing places in Goa, the Resort makes

a nice home to come back to. The swaying palms, the soothing sound of the sea mingling

with the singing of birds give a perfect impression of what life in Goa is all about. The

resort is situated right on the beach.

The resort is also an ideal place for those who wish to rejuvenate their body and

mind. The 'Kerala Ayurvedic Centre', with its highly qualified doctor, offers treatments for

a wide variety of disorders.

215

5.10.4 GOA WOODLANDS HOTEL

The inception of the Goa Woodlands hotel was in 1967 since when the

management has given great amount of effort and dedication towards the growth of the

hotel. Over more than 40 years, people have built an unrivalled dept of reliability trust and

connection with guest’s reconnection will steadfastly uphold, now and always. Goa

Woodlands is situated in the heart of Margoa city - the business capital of Goa-5 Kms.

Away from Colva Beach Benaulim beach. Margao is surrounded by the industrial belt of

Verna, San Jose Areal & Cuncolim, and has a rich cultural heritage.

Goa Woodlands Hotel is strategically placed close to the business and industrial

hubs and also places of historical interests as well as the ravishing beaches. Goa

Woodlands Hotels is well equipped 55 rooms, banquets. Each of luxurious guest suites

and rooms has a character and charm of its own; all uniquely decorated, tastefully

furnished and provides comfort, style and elegance. The Hotels having features like Mini

Bar, Separate Veg & Non-veg restaurants, Lounges & Bars, Banquet Halls, Personalized

climate control in every room etc.

216

5.10.5 NANUTEL HOTEL

The Nanutel hotel was set up in 1992; it offers 55 rooms in the heart of business

district of the commercial capital of Goa. It’s the city’s only centrally air conditioned hotel

and is a favorite among the business class to frequent the state. Nanutel located in the heart

of Margao city, South Goa's commercial capital. Nanutel is the ideal home away from

home for both, the busy business traveller, the corporate executive and for holiday makers

who prefer to be in the city for shopping and convenience.

Nanutel offers a range of well appointed standard, deluxe and executive rooms

with a view of the city, garden and overlooking the poolside with all modern amenities.

"Utsav" the multi-cuisine restaurant overlooking the pool serves sumptuous meals.

"Zodiac” well-stocked bar offers cocktails and mocktails and is the ideal place to relax.

'Conclave' the conference and banquet hall offers facilities for meetings and gatherings for

the Corporate World and private functions, complete with all audio visual facilities and

other back office services, with a capacity up to 100 delegates.

217

5.10.6 COLVA KINARA

Colva Kinara is one of the better places to stay in Goa. Comparatively Colva

Kinara is one of the best three star hotel in Goa. Around a km away from the beautiful

Colva beach, with several places to eat and drink nearby, affordable prices, and

comfortable rooms. The hotel offers a small resort with pool, inside car parking, pool with

sunken bar, restaurant and few game tables for leisure. Rooms are comfortable and clean,

nice effective air-conditioned, good food, small variety of breakfast buffet etc.

The spa offers a range of massages and authentic herbal treatments for de-stressing

body and soothing mind. In fact, hotel offer as many as 22 distinct massages. Highly

trained therapists are done to feel relaxed and refreshed. Also, Ayurvedic experts are

assisting in knowing health profile and deciding what is best for guests. Hotel also offers a

banquet-cum-conference hall (capacity 120 people) for business meets, conferences and

corporate events. Hotel provides the latest audio-visual equipment and support facilities

needed to make business event a smooth, hassle free affair. This space is also ideally

suited for get-togethers, household celebrations and theme parties.

218

5.11 HUMAN RESOURCE AND HIERARCHY OF EMPLOYEES IN VARIOUS

DEPARTMENTS OF THREE STAR HOTEL

Figure No. 5.2: Overall Structure of Hotel

5.11.1 FRONT OFFICE DEPARTMENT

The Front Office is the nerve center of hotel property. Communication and

accounting are two of the most vital operations in the front desk operation effectual

communications-with guests, employees and other departments of the hotel-are paramount

in projecting a hospitality image, answering guests inquiries concerning the hotel services

and other guests, marketing and sales departments requests for information on guest room

availability, housekeeping department inquiries concerning guest reservations are but a

few of the routine tasks performed almost continuously by a hotel front desk in its role in

communications hub. Accounting procedures involving charges to register and non

registered hotel guest accounts, are also extremely significant in the hospitality field

Itemized charges are essential to show the breakdown of charges if a guest questions a bill.

Services for which fees are charged are available 24 hours a day in hotel assets.

Moreover, because guests may want to settle their accounts at any time of the day,

accounts must be current and accurate at all times, keeping this data organized is top

priority of a good front office management. The front office is responsible for the hotel

rooms through a systematic method of reservations followed by registrations and assigning

of rooms to guests. The profit percentage from sale of rooms is very high.

Hotel

Front Office

Revenue Generating Departments Non Revenue Generating Departments

Food and Beverage MaintenanceHousekeeping

Finance Dept, HR Dept, Purchase Dept, Marketing Dept, Security Dept, etc.

219

Figure No. 5.3: Hierarchy of Front Office Department

5.11.2 FOOD AND BEVERAGE DEPARTMENT

The food preparation in professional cookery denotes preparation and cooking, it

follows a flow pattern, which commences with the purchasing, and selection, their

handling, processing and the ultimate presentation of the dishes to the customer.

The art of cooking is ancient; the first cook was a prehistoric man who put a hunk

of meat close to the fire, which he had lit to keep himself warm. He exposed that the meat

heated in the way was not merely delicious but also must easier to masticate. From this

moment from unrecorded past, cooking has evolved to arrive at the present level of

sophistication.

In the food and beverage department executive chief the master of the kitchen and

heads the entire department He carries out both cooking and administrative work he must

have a strict sense of economy and efficiency. Sr. sous chef the sous chef is the assistant

chef. Who understudies the executive chef in all his duties. It is the Sous chef who calls

out the orders in the kitchen and supervises the service. For the different sections in the

kitchen there are Chef DE partie, each chef is assisted according to the production load by

one or more Commis. The commis actually prepare the food and assist the chef.

Executive Assistant Manager

Lobby Manager

Reservation Manager

Guest Relation-Executive

Reservation Assistant Information Assistants

Bell Boys Cashiers Cash Night Auditor

Business Center Assistants

Receptionists

220

Figure No. 5.4: Hierarchy of Food & Beverage Department

5.11.3 HOUSEKEEPING DEPARTMENT

The housekeeping department in the hotel is accountable for the cleanliness. The

housekeeping department has to maintain and aesthetic upkeep of the entire property from

the entrance area to the farthest basement of the hotel. The prosperity of the hotel is on

giving it a continuous patronage not only because of its attractive advertisements and

expensive decoration. It is the care shown in looking after the smallest detail of

cleanliness, promptness of service and cheerful staff, which remains as a memory of a fine

hotel and which ensures its flourishing business.

The housekeeping department can be divided into various sub divisions.

1. Floors

2. Public area

3. Linen and uniform room

4. The laundry

5. The florist

6. The housekeeping control desk

Executive Chef

Sr.Sous Chef

Jr. Sous Chef

Chef De Parties

Kitchen ExecutiveTrainees

Commis I

Apprentices

Commis II Commis III

Apprentices Apprentices

221

Figure No. 5.5: Hierarchy of Housekeeping Department

The housekeeping department can be divided into various sub divisions.

1. Floors

There are 4 room boys assigned to each floor. It is their duty to clean up all the

rooms, the veranda, corridors, pantry and the staircase. The pantry stores all clean room

linen, guest linen, other amenities and magazines.

2. Public Area

The public area includes

Lobby area

Lounge and porch area

Restaurants

Banquet halls

Swimming pool

Executive offices

Business center

Corridors

Executive Housekeeper

Linen & Uniform

Assistant Housekeeper

Desh Control Supervisor Floor Supervisor Public Area Supervisor

Tailors

Attendants

Upholsters Florists Gardeners

Room Attendants Housemen Clock roomAttendants

222

Terraces

Rest rooms

Staircases

Back area of the hotel

3. Linen and Uniform Room

The linen room plays a very important role in the functioning of the hotel. Linen is

a generic term used for the fabric manufactured from the fibers of a flux plant. It is a very

expensive commodity and requires great care while handling. The hotel must maintain a

par stock of linen for all the departments, which will add up to, a large number. It is for the

linen room to have well arranged shelves with heavier linen placed on the lower shelves

and lighter linen on the top shelves. Proper arrangements must be made for worktables

with seating location for seamstress, place for segregation of linen, trolleys and proper

storage place for miscellaneous items. The linen room supervisor is responsible for the

linen and uniform room.

4. The Laundry

The housekeeping department and laundry work very closely together. This

relationship is important for every department in the hotel to function smoothly. The

laundry is responsible to provide clean and hygiene laundry.

5. The Florist

There is a specific room allotted for the Florist. It is situated next to the Executive

House Keeper’s Office. There are 2 florists in charge of all the arrangements to be placed

in the public areas, like the lobby, Reception, Business Center, Citrus Restaurant, the

Library Bar, Banquet Halls, Guest Rooms. The Executive House keeper indents the

flowers. The florists are trained in Ikebana arrangements, and continental style of flower

and fruit and vegetable arrangements.

6. The Housekeeping Control Desk

The housekeeping desk is the nerve center of the housekeeping department. It is

the center of communication for the entire department especially to the front office

department and also where all the functions plans and daily duties are distributed to the

staff. At the beginning of the shift the log book is read and a status of the day’s room

position is made and accordingly work is allotted to the house men, all the house men have

to report to the control desk and collect their pagers. After the allotment of work the key

cards are handed over. And all the staff is requested to read the notice board at the control

desk before proceeding to work.

223

5.11.4 ACCOUNTS AND FINANCE DEPARTMENT

Accounts and finance department keeps track of all the money transactions of the

hotel. The standardized system of accounting is followed in the hotel, in respect to the

hotel income. The accounts and finance department do analyzing all the accounting

activities that are planning, budgeting. It is also responsible for preparing financial reports

with regard to income and expenditure. The accounts and finance department has main

functions they are: -

Accurate Accounting

Effective cost control

Accurate forecasting

Financial Reports

Figure No. 5.6: Hierarchy of Accounts & Finance Department

Coordinator

Chief Accountant

Executive Secretary

SystemAccount Officer

Cost

Controller

Credit Officer

Office Accountant

Assistants

Assistant

Audit & Credit Supervisor

Casher

Back Office

224

5.11.5 HUMAN RESOURCE MANAGEMENT DEPARTMENT

Human resource management is a general term that means the total function of

recruitment, selection, development and utilization of the employees, executives as well as

rank and file workers. It is a part of general management, which is concerned with the

people at work. This department assists within the acquisition, development and retention

of human resources necessary for the organization.

Objectives of Human Resource Management Department

To give meaning and purpose to the job of employee.

To maintain a high level of motivation and morale.

To ensure that the employees are properly qualified and trained.

To minimize absenteeism.

Setting recruitment policies.

Setting training policies.

Figure No. 5.7: Hierarchy of Human Resource management Department

Recruitment Procedures

The procedure followed by the human resource management department for the

recruitment of employees is explained by the following flow chart.

HR Manager

HR Officer

HR Supervisor

HR AssistantSecretary Cafeteria Specialty CookTime Keeper

Supervisor Commis

Utility Assistant

225

Figure No. 5.8: Flow Chat of Recruitment Procedure

Training

Training department is one of the segments of personnel departments only. The

personnel department has a separate manager for the training department or sometimes the

personnel manager himself is the training manager. In this department the students from

various catering institutes, graduates, trainees, and management trainees are given training

in the hotels in its various departments.

Figure No. 5.9: Hierarchy of Training Department

Obtain Job Description

Advertise

Attract Candidate

Compare Candidates with Personal Specification

Project UnsuitableAppoint Suitable

Send Reject LetterSend Conformation Letter

Training Manager

Assistant Training Manager

Secretary

Training Executives

226

5.11.6 SALES AND MARKETING DEPARTMENT

A sales department is particularly very vital in hotels and those with convention

and banquet facilities. The General manger participates vigorously in this area for and

basic reason. First sales and their development is a long-range activity of the hotel and the

second sales policy of the hotel with the image of the hotel has in the eyes of public and

GM wishes to enhance that images. The department tries and achieves the budget by the

end of the year. This is done with a lot of planning and research. Marketing is the

designing of hotels to suit needs of potential customer. Marketing strategy is what

encourages a guest to decide ones hotel rates than its competitor. The most important

element in developing this business is the creation of a good personal relationship between

sales envoy and executives of companies.

Figure No. 5.10: Hierarchy of Sales and Marketing Department

5.11.7 ENGINEERING AND MAINTENANCE DEPARTMENT

The employees of the engineering department execute their jobs almost completely

behind the scenes. This department is of great significance to both the operation and the

profits of the hotel. Power and lighting expenses are a main cost of operation and

maintenance problems might create serious revenue losses if guests are affected. This

department takes care of the repairs and the maintenance work to be done in all the area.

All the out of order room repairs are their accountability. The engineering and

maintenance department undertakes all the electrical and plumbing works and also other

maintenance work. This department is also accountable for the electrical and maintenance

for the upkeep of the hotel.

Sales & Marketing Manager

Supervisor

Railway & Airport Representative

Sales Assistants

227

Figure No. 5.11: Hierarchy of Engineering & Maintenance Department

5.11.8 SECURITY DEPARTMENT

The security department, although, not associated to the hotel in its functional

aspects, is very significant for the image of the hotel. When a guest is stay in a hotel there

are possibilities of theft, murder, vandalism or any other unwanted happenings. The

administration is accountable for the security of the guests and their belongings till the

time he has checked out of the hotel. The security operations begin at the main gate as

soon as the guest arrives. The security has to enter the registration number in the vehicles

in and out register. Security takes more care to give privacy of the hotel and also notices

that no hotel properties are taken out of the hotel by the guest as well as the employees.

The chief duties and the objectives of the security department are to provide safety to the

guest in the hotel.

Figure No. 5.12: Hierarchy of Security Department

Chief Engineer

Maintenance Operators

Store KeeperShift Engineer

Mmt’s Tradesman

Mot’sTechnician

SecurityManager

Assistant Security Manager

Security Supervisor

Security Assistant

Head Guard

228

5.12 MANAGEMENT INFORMATION SYTEM IN THREE STAR HOTELS

There are several information collected, processes mentioned is prepared form to the

management about various departments operation contain with post result and finally

management information system report is made and submitted to management to exhibit

the performance and other details as the hotel’s operation.

Figure No. 5.13: Management Information System

1) Front Office· Black book· Fare casting report· Group information sheet· Guest history card· Hotel diary· Reservation· Reservation status board

2) Reception· Arrival and departure report· Billing details report· Occupying status· Room position status· Room report· VIP arrive register

3) Night Auditor· Expected arrival· Expected departure· Flash report· In-house guest report· Night report· Tabulator register· Total rates as the day· Total restaurant sales

4) Food and beverage Production· Daily inventory report· Food cost control report· Kitchen order ticket· Log book· Standard purchase specification· Standard Receipt· Stock inventory report· Store requisition report

5) Food and Beverages ServiceRestaurants· Attendance sheet· Breakage report· Duty rotation sheet· Guest checks· Guest comment card· Leave register· Lines exchange register· Log book

Room Service· Amenity vouchers· Breakage report· Guest complaint file· Lines exchange register· Log book· Morning order request· Room service stores requisition

Banquets· Banquet order form· Breakage report· Daily sales summary· Log book· Stock inventory register· Stock requisition book· Store inventory book

Bar· Breakage report· Daily beverage sales summary· Stock inventory report· Stores requisition report

229

6) House Keeping· Amenity voucher· Attendance sheet· Discrepancy report· Duty roaster· List of VIP crew, group etc.· Lost and found register· Memo book· Room occupancy report· Statement of the lines stock

Kitchen Stewarding· Daily breakage report· Duty charts· Log book· Purchase record· Quarterly inventory reports

7) Engineering and Maintenance· Complaint book· Log book· Night shift report· Purchase of spare parts register· Reports carried out register· Stock inventory record

8) Security· Complaint book· Daily attendance sheet· Duty roaster· Investigation report· Key register· Lost and found register

9) Purchase and Stores· Bin cards· Empties return book· Food and beverage indent form· General order· Log book· Purchase order· Selectors inward book· Stock taking registerStores· Invoice book· Requisition form file· Stock bookReceiving· Daily receiving register· Delivery form record

10) Food and Beverage control· Budgeting analysis report· Cashiers summary report· Daily beverage sales report· Daily food sales report· Food and control check list· Gross profit· Night auditor’s report

11) Personal Department· Attendance sheet· Legal documents· Retirement record· Salaries and wages slip record· Training sheet

12) Accounts and finance· Balance sheet· Bank intimation slip· Food control sheet· Profit and loss account

13) Sales and Marketing· Log book· Market analysis report· Sales summary report

-

230

5.13 CONCLUSION

The green paradise of India is Goa state a holiday maker’s destination. Beautiful

blue beaches, golden sands, flora and fauna, a lively nightlife and rich cultural heritage

make Goa a premier universal tourist destination. The number of visitors to Goa between

2008‐2012 nearly doubled, signifying the increasing appeal of the state. Annual air Traffic

in Goa is predicted to reach a high of 2.4 million by 2014 and 4.6 million by 2024, almost

a 50% increase. A new secondary international airport at Mopa in North Goa is underway

and US $80 million is being invested into the Dabolim airport. It wills Goa’s tiny state

account for almost 15% of India’s parking. Encourage major growth of the tourism

hospitality and business sectors in Goa.

Goa has witnessed one of the highest increases in average hotel rates across India,

beating Tier one cities such as Delhi and Mumbai. Even though there has been heavy

increase in room rates and occupancy rates, they are predicted to increase further. This

will result in accelerated tourism and land supply shortages near to beaches in Marmugao,

Tiswadi and Bardez. The hospitality industry in Goa has observed incomparable

chronological growth and this trend are predicted to continue. The growth is occurring in

private sector hotels only there is no growth is occurred in public sector hotels from last

five years (2008-2012) From the above graphical presentation of growth in public sector

hotels and private sector hotels it is observed that there is significant difference between

growth in public sector and private sector hotels in Goa

231

5.14 REFERENCES

1. Batra G.S.and A.S Chawla (1995) (ed.) Tourism Management: A Global Perspective,

Deep and Deep Publications, New Delhi.

2. Chawla R. (2006) (ed) Responsible Tourism, Sonali Publications, New Delhi.

3. De Costa I.(2005) Need for a New Approach, Goa Today , pg 21-23

4. De Souza R.(2006 ) Boosting State Tourism , Goa Today , pg 15

5. Tourist Statistics 2011-12, Department Of Tourism, Goa.

5.15 WEBLIOGRAPHY

Some of the websites referred to collect the profile of the selected hotels are as follows

1. http://www.goa-tourism.com

2. www.gtdc.com

3. www.hotelgoanheritage.com

4. www.mandovihotel.com

5. www.bambolimbeachresort.com

6. www.goawoodlands.com

7. www.hotelnanutel.com

8. www.colvakinara.com