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Changing Trends Of Hospitality Industry In

India Tourism Essay

As the Hospitality industry is a very vast topic, therefore, in order to make my dissertation
proposal probable, I had to narrow down the hospitality industry to hotels and bars only for some
part of the project like the change in the viewpoints of consumers, and for certain hotels which
have their locations all around the world. My key focus would be mainly the top Players in the
Industry owing hotels and lounge.
In the recent past years, India has witnessed a tremendous boom in the hospitality industry, just
like many other segments. The fact that the India's economy had been growing rapidly and India
as a whole had been facing a huge challenge of being "under roomed" gave a juncture to the
hospitality industry. In order to leverage this opportunity a lot of real estate developers have also
been investing into this business. (, viewed on 28-dec-2010)
However, with an increase in the tourism industry, IT, BPO segments, foreign travelers,
affordable airline fares, etc, there has been a growth in the hospitality industry. Many other
factors such as Commonwealth Games in Delhi have been fueling the need further. The middle
class is becoming more opulent and the native Indian tourist travel has been growing rapidly,
particularly in places such as Goa, Kerala and Rajasthan.( ,viewed on 28-dec-2010)
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It was often said that a hotel must have a beautiful location and a succulent food in order to
succeed. However, in today's competitive world, even an inconsequential mistake can prove to
be jeopardous. The contribution in the information technology segment has also strengthened and
so the growing hospitality industries have started looking for new areas to improve their work
and efficiencies. The IT first came into start at an upfront desk where the receptionist would look
for the names of the customer and then provide them with a room. In order to improve the
operations, big hotels started setting accounting system and software's for their back offices. As
the chain of hotels started progressing in their process across the country, it was much required to
look after their assets. This gave rise to the demand for a system to manage the property, which
allowed hospitality groups to keep a track of their assets across different states. It was during the
same period of time, that the big hospitality chains also felt the need for centralizing the system.
This period saw chain of hotels being networked and then connected to a central server. Just like
the Taj Group of Hotels have linked a WAN that's named Taj Net, which connects the groups of
55 properties across India, Nepal and Sri Lanka. There are many advantages in having a
centralized system. As the Hotel industries has been dependant on Travel and Tourism industry to

a great extent, the combination of this travel and tourism has also helped in building up
hospitality industry. ( viewed on 03-Jan -2011)


The recipient for this research work would be:
The key recipient - Myself
My research adviser
Top Hotels/ Resto- Bars in India and their Managers
The Customer's of Hotels

The topic that I have chosen for research relates to me very well. In the present day scenario, the
global market trend sights that the survival of the fittest companies are competing with each
other and the quality and service that these companies provide are the key concept for any
companies' growth. My research is focused much towards the support and service that is
provided after occupying the hotel room and for any organization it would be a basic foundation
concept to satisfy their customers and understand the need of their customers. As we can see
many of the leading MNC's are paving their path to countries, which could provide them with
services with better quality.

The hospitality industry is one of the largest employers in most of the countries with being
geographically dispersed in different sectors. The globalization of the industry has advanced
under the influence of the "advances in technology, transportation and communication,
deregulation and elimination of political barriers as well as thriving competition in the global
economy (Clarke and Chen, International Hospitality Management ,w. 2007). The hotel as a
whole is basically a mix of five characteristics: its location, its mix of facilities, its image, the
services that it provides and the price it charges (Holloway and Neil Taylor, 2006, Pg. 2003).
As said by Amadeus, "the global hotel industry is driven by globalization, new
Technology and a new breed of customers". The hospitality industry, which has been with
unparalleled opportunity, is undergoing a period of extraordinary transformation. A report
accredited by the Amadeus group to learn about the hotel industry, recommended that the
hospitality industry stand to face major difficulties from the emerging new technologies such as
bookings through tele or mobile phones and from the online social networking sites. Guests can
now easily exchange views about what they think of the hotels through social networking.

Quality is now given more priority than before. Hotels are under threat to deliver the highest
standards of excellence as the knowledge and level of exposure of travelers has increased. The
hotels have been awaiting to modify their technology and communication systems
as mobile booking has expected to become a very common practice.(HayHurst,2008).
In recent years, the organizations in the hospitality industry are undergoing a
great deal of distract as due to the pressure of globalization, the competitive forces
within their businesses have been modified. Therefore, in order to survive, most companies have
realized that they must frame a competitive advantage by relying on their employees to improve
the quality of delivery (George Bohlander, Scott Snell, 2009 - Business & Economics)

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Hoteliers are now able to identify the value of risk taking, novelty, and the intense search for
opportunities as primary drivers of growth and value creation (Jogaratnam G., Vol. 18 No. 6,
2006). In addition, there has been an increase in the usage of technology as a mode of making
online reservations through several distribution channels. These channels can be interpreted as an
organized and serviced system that is paid for, out of the marketing budget and is used to provide
an access to the customers, who are away from the location of production and consumption
(Middleton and Clark, Marketing in Travel and Tourism, 2001).
Usually in India, customers would make a reservation by either directly approaching the hotel or
by booking through a travel agent. However, now the electronic distribution channels like the
Global Distribution System (GDS) and the internet have been steadily gaining popularity. (Dabas
and Manakt., Vol. 19 No. 5, 2007). Because of the perishable nature of the inventories, its very
crucial for the hotel to have an economical distribution. (O'Connor ,Vol. 4. pg 1-15, 2002).