Hotel Golden Height

IMPORTANCE OF THE HOTEL’s IN SERVICE

INDUSTRY:
Hotel has played a very vital role since the introduction of the service
industries in India. The service industry has been introduced in India by Mr. OBEY a
well-known business personality as well as a leader of India hospitality industry; he is
the founder of the international hotel to be established all over the world. He has got
victory over almost all the achievement what did he tried for. He is now the owner of
nearly thirty international hotels under the brand “The OBEROI’S group of Hotels”.

In olden days when transport and communication system had lot been
developed to extend it is today’s people would travel and take shelter in the road
sides, guesthouse, etc are the main source of the hotel so today hotel industry has
developed to provide home for the tourist and travellers and it assure them near total
satisfaction of the home by providing almost all type of comfort and satisfaction
beside food and shelter.

The subsidiary service are also offered by the hotel to the guest and such other
recreational and usual facilities , which may not directly generate any revenue for the
hotel but indirectly may add to guest satisfaction. So hotel is said to be a

Source of earning the revenue by giving the service to the custom

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COMPANY PROFILE
As many of the foreign tourists faced problems in good old days of staying in
VIjayapur, main while the establisher of HOTEL GOLDEN HEIGHT found a
golden opportunity to establisher a desired hotel and now this is a paradise for tourist ,
and other customers to stay. And this paradise is known as HOTEL GOLDEN
HEIGHT.
The founder of the Hotel GOLDEN HEIGHT is Dr T.SITIMANI he has
invested the amount of 3crores.
He has taken the help from the Bank of State Bank of India, State Bank of
Hyderabad. With some of the legal
As per the question of approval of HOTEL GOLDEN HEIGHT by local
C.M.C office D.C CERTIFIED.

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HOTEL INDUSTRY PROFILE

INDUSTRY PROFILE
The Indian Hotels company and its subsidiaries are collectively known as Taj
Hotels Resorts and Places, recognized as one of Asia’s largest and finest hotel
company incorporated by the founder of the Tata Group, Jamsetji N Tata, the
company opened its first property, the Taj Mahal, palace hotel, Bombay, in 1903 the
Taj, a Symbol of Indian hospitality, completed its centenary year in 2003. Taj Hotels
Resorts and palace comprises 59 hotels at 40 locations across India with an additional
17 international hotels in the Maldives, Mauritius, Malaysia, United Kingdom, United
States of America, Bhutan, Sri Lanka, Africa, the Middle East and Australia.
The company has had a long -standing commitment to the continued development of
the Indian tourism and hospitality industry from the 1970s through the 1990s, the Taj
played an important role in launching several of India’s key tourist destinations
working in tandem with me Indian Government, the Taj developed resorts and retreats
while the government developed roads and railways to India’s hidden treasures.

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INTRODUCTION:
As we all know that British people ruled India. But after the great struggle of
our freedom fighters finally we got the independence on 15-8-1947. The day when we
got the freedom people starting thinking of doing the business. As we know that in
India there were many kings who ruled India. And they fight against the British.
Between these periods of kingdoms, the kings built many monuments to live. Now
these monuments become the historical places.
To see these historical places people started to visit place to place; this made
an opportunity to businessman to start service industry i.e. .Hotels.
This psychology of business has changed a lot. There has been a shift from
production centre to service centers industries. This shift has taken place just because
of the shift in the taste of the public.
The hotel industry was selected for the purpose of study was “HOTEL
GOLDEN HEIGHT” with special reference to tourist in VIjayapur.
This hotel is situated in the queen city of Deccan i.e. VIjayaur

HOTEL GOLDEN HEIGHT

NAME HOTEL GOLDEN HEIGHT

NAME OF FOUNDER DR.T.SITIMANI

NATURE OF THE ACTIVITY PROVIDING LODGING,

RESTAURANT SERVICE

LOCATION OF THE HOTEL Station road, Vijaypur

Phone 7899135690

Email www.hghVIjayapur.com

Bank Canara Bank, Syndicate Bank

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Facilities of the hotel:

1. TV with satellite channels,
2. STD/ISD, Broadband internet,
3. Doctors on call,
4. Tour guidance,
5. Laundry and shoe shine service,
6. Safe lockers,
7. Travel desk with cars on rent organizing local sightseeing and excursions,
8. Fax, mail box and secretarial services,
9. Foreign money exchange,
10. Spacious car parking,
11. Conference hall with sound system,
12. All major credit cards accepted, and etc

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Performance of the Hotel

MONTH CUSTOMER TOURITST

Aug 213 12

Sep 520 11

Oct 512 11

Nov 441 18

Dec 525 28

PERFORMANCE
CUSTOMER TOURITST

600
520 512 525
450 441
300
213
150
0 12 11 11 18 28
Aug Sep Oct Nov Dec

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OBJECTIVES OF THE HOTEL:

✓ The primary objective of the hotel is to provide complete satisfaction to

the customer.

✓ To maintain the good quality in the food service to the customer.

✓ To maintain the quality of the service drive in the hotel.

✓ To create new and feasible things.

✓ To attract or focus the attenuation of the customer.

✓ To analysis the service drive is fast food.

✓ To determine the type of market that the operations of the hotel try to
attract.

DESIGN OF THE STUDY

OBJECTIVE OF THE STUDY:
1. To determine the importance of the hotel in service industry.
2. To study the service and facilities provided by the hotel.
3. To analysis the position of the present competition.
4. To know the objective of the hotel.
5. To study the organizational structure of the hotel.

FACTORS INFUENCING TOURIST TO VISIT VIJAYAPUR:

1. Gol-Gumbaz
2. Ibrahim Roza
3. BaraKaman
4. Malik-E-Maidan
5. Asar Mahal
6. Jod Gumbaz
7. Upli Burz
8. Mehtar Mahal
9. Gagan Mahal

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METHODOLOGY:
1. Primary data:
It is the primary data which is also called as hand information gathered by
interviewing and by questionnaires the concerned manager.

2. Secondary data:
It is the secondary data which is also called as second hand information
gathered by magazines, material from hotel itself, and by using the internet.

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ORGANIZATION STRUCTURE

MD

GENERAL MANAGER

LODGE KITCHEN RESTAURANTT GUARD

TTTTTTTTTT

3 GUARDS FOR 24 HRS

1. RESERVATION 1. SUPERVISOR 1. CASHER

2. RECEPTION 2. NORTH INDIA 2. COMPUTER

OPERATOR
COOKS
3. TELEPHONE
3. ORDER
3. SOUTH INDIA
4. COMPUTER TAKING
COOKS PERSON
5. ROOM SERVICE 4. CHART ITEMS COOK 4. WAITER
5. CLEANER

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BRIEF STUDY OF DEPARTMENT

The hotel industry depends upon department of the hotel . Because the
department is the main important part of the industry in which the services are
provided to the customers.

LODGEDEPARTMENT:
Structure of the lodging department:

RESERVATION COUNTER

RECEPTION CONUTER

TELEPHONE RECIVER

COMPUTER OPERATOR

ROOM SERVICE

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Aims of the lodging department:

1. To satisfy the customers by providing better room services or lodging
facilities.
2. To provide better catering service to get along with demand and need of
the customer.
3. To welcome the customers in order to develop the name and fame of the
hotel.
4. To provide the reservation in advance so that the customers can get the
things more easily.
5. To maintain better communication with the customer by providing
communicative service.

RESERVATION DEPARTMENT:
1) This is the first section of the lodging department. Here in this we have 3 shifts

of 8 hours each. In this department there are 5 sections. Each section is having

their own work.

2) In this department the reservation and booking of the customer takes place.

The booking is done through all over the India.

3) The working hour of this department is between 10am to 5pm.

4) The procedure of the booking is, the customer should have to fill the

reservation book and also have to do the signature.

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RECEPTION DEPARTMENT:
This is the second department of lodging. Here there is the responsibility of
the workers to well come the customers and show the room, to satisfy their need. This
is the one of the department, which is busy whole day.

TELEPHONE DEPARTMENT:
This particular section is relevant with the reception. Because on reception
counter only the call are being received, it may be of enquiry for the prices of the
room, booking of the room, and sometimes calls from the customers, which are
staying in the hotel.
By this department the customer, who are staying in the hotel, can give order
for food service or for connecting to the S. T. D calls and also some times for extra
order.

COMPUTER OPERATOR:
In this department there is a computer operator who operate the whole day
transaction of the hotel that is specially refers to the room service (lodge). Through
this computer operator the operator can easily calculate how much order is done by
the customer, with also timing and the billing is also done by the computer.

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ROOM SERVICE:
This is the last section of the lodging department. This is the broadest section
where in the rooms are served only from morning 7am to 10.30pm.
There are room boys who are going to take care of the customers, in the lodge.
Here the job of the room boys is to take order from the customers, some time the
order is given through the telephone , these boys are suppose to go and serve the food
or anything which has been ordered . Some are boys are appointer to clean the rooms.
In this department there are reception salaries - 3500/month, supervisory
salaries-4000/month, waiter salaries- 2000/month, cleaner salaries-2000/month,
shipper’s salaries- 2000/month, and garden cleaner salaries-3000/month. And the total
salary of this lodging department is 16500/month.

KITCHEN DEPARTMENT
Structure of the kitchen department:

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Aims of kitchen department:

1. To provide the more choice of the food to the customer.
2. To provide the fast service according to the order of the customer.
3. To provide quality and tasteful food to the customer.
4. To provide more hygienic food to the customer.
5. To provide new and different types of food items to the customer.
This is the second department in the organisation structure. This is the one of
the most important department or the industry because this department holds the
cooking items in the industry.

SUPERVISOR:
He is the person who checks all the food items which will be provided to the
customers. And he also handles the cooking. This supervisor handles the following
cooking items.

NORTH INDIAN COOK:

The cooking work is classified according to the origin and taste of the
customers, as in India we have the famous cook dish in north part of India.
Here in this section of kitchen department cooking person is from the South
India, so that they can cook good and tastefully. How we can get in the south India.

SOUTH INDIAN COOKS:

As in the south India there are many food items which are good in taste, but we would
get only in south India, so the people of hotel Golden Heightmade it easy to get the
south Indian here in the VIjayapur city this made an opportunity and they started
cooking the south Indian dishes.
Here in this department they are also have the south Indian person to cook the south
Indian food for the same taste.

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CHART MENU ITEMS

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RESIDENCY DEPARTMENT
Structure of the Residency department:

CASHIER

COMPUTER OPERATOR

ORDER TAKING PERSON

WAITER

CLEANER

Aims of the Residency department:

1. The ultimate aim of the Residency is to supervise the day- day activities
involved in it.
2. To serve the customers systematically.
3. To put best of the efforts for the special occasion so as to develop strength
of the customer.
4. To maintain special cabin for the professions so that the secrecy can be
maintained concerned to the business.
Residency department is third department in the organization
chart. Residency is the place where the food items are served as and when
required.

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CASHIER:
This is the department where the bills are paid. Here is the person who takes
the bill from the customers; he is the only one person who handles the whole billing
part of the Residency.

COMPUTER OPERATOR:
What all the expenses and incomes occurs in respect of the Residency are
maintained in a systematic way in the computer . it is the safe method of saving the
secret of the Residency.

ORDER TAKING PERSON:

He works as mediator between the kitchen operators and the waiters i.e.
whenever the customer’s order for anything that is being read to the kitchen by him,
but to serve the particular food items there are waiters or servants.

WAITER:
Waiters are the servants who serve the food items to the customers as and when
ordered by them.
CLEANERS:
All the cleaners or servants responsibility to clean the both the Residency as
well as the rooms and they are known housekeepers or cleaners.
There is no structure of the guard because in hotel there are 3 guards who
work according to their timing and the timing of the each guard is equal and recycled
for each guard.

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Aims of the guard:

1. To provide the secured atmosphere to the hotel.

2. To take care of the vehicle parked.

3. To keep continuous eye focus on the customers, so that any illegal things

cannot be entered in the hotel.

4. To secure the rooms from the thieves especially at night.

5. To keep an eye on the workers of the hotel and avoid, the illegal things

happening in the hotel.

6. And also while selecting the guard of the hotel for secures the hotel, the

manager should keep an eye on the guard’s attitude.

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SUGGESTIONS:
1. The hotel should have still big area because if the customers are staying for
more time with their family means for their children they will search
playing ground.
2. Give more advertisement in the news paper, T.V of your hotel. Because to
know about your hotel to every people who are going to visit VIjayapur.
3. Conduct some programmers like- seminars, convention, or any events
because to attract the people to visit your hotel once a time.
4. Loyal customers/regular customers can be treated with some special
surprise or offers.
5. Hotel should start home delivery service, delivering food to door step of
customer.
6. Hotel should sponsor events through which it may do its advertisement
better.

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CONCLUSION:
I Sohail Pathan student of the Smt Kumudben Darabar BBA and BCA
Collage Vijayapur, I have studied the organizational structure of the HOTEL
GOLDEN HEIGHT Depending on the particular facts and information collected by
me under this study.
I would like to conclude that this HOTEL GOLDEN HEIGHT is the one of the best
hotel in the international hotels in the VIjayapur. I had noticed some importance
things in the hotel they HOTEL GOLDEN HEIGHT is purely a veg hotel.

✓ The behavior of the superior and the subordinate employees within the hotel is
good.

✓ The approach of the staff and the manager with the customers, travelers and
tourists is appreciable.

✓ Lastly I would like to tell about the manager of the hotel

Mr. LAXMAN.W is the person who is always willing to help me for
collecting the information, his behaviour conduct with me was so nice, he is friendly
in nature, and he cooperates with me while giving the information.

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QUESTIONNAIRE:
Questionnaire is a set of quotation asked to the concerned person of an
organization in order to collect the normal information.
Questionnaire must be simple and the answer of the concerned person must be
single words or sentence only and they must be free from the grammatical
complexity.
1. Name of the organization?
………………………………………………………………………………
……………………………….

2. Are they comfortable at their present performance or any changes to be

made?
………………………………………………………………………………
………………………………………………………………………………
………………………………………………………………………………
………………………………………………………………………………
………………………………………………………………………………
…………………………………………………………

ANNEXURE:
• Two certificate one from the collage and another from the hotel.
• Synopsis
• Structure of the organization
• Brief study of each department
• Menu items

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