TITLE PAGE

Organisational Study

AOrganisational study report submitted in partial fulfillment of requirement for the aw

of degree of
Master of Business Administration of Kerala University
Submitted by
Name: Sreelakshmi
Roll No: MTM1005030

Under the guidance of

Faculty guide Project Guide
Dileepa S. HariChithra N. R
Senior HR Manager

Institute of Management in Kerala

Senate Campus, University of Kerala
Thiruvananthapuram 695034
Kerala State

DECLARATION

I declare that the project report entitled Organisational Study

submitted by me for the award of the degree of Master of Business
Administration of the University of Kerala is my own work. The report has
not been submitted for the award of any other degree of this University or any
other University.

Place:
candidate:Date

Name and signature of the

Roll No: MTM1005030

AKNOWLEDGEMENT
I would like to thank all those who encouraged me in the construction of
my project report.
First of all I thank Almighty God for all his blessings and for giving me
strength, wisdom and presence of mind in successfully completing this project.
I would also like to thank Prof. Chandrasekhar, Director of Institute of
Management in Kerala, Palayam, for giving an opportunity to experience a
working environment in a hotel. Im grateful to my faculty guide Mrs. Dileepa
S. Hari for her support in my project.
I would like to express my deep gratitude to Mr. Prasad Manjali, Vice
President, UdaySamudra Leisure Beach Hotel, who granted me permission to
do the organizational study there.
I would like to extend my heartfelt thanks to Ms. Chithra .N.R, Senior
Human Resource Manager for the guidance that she rendered to me in my
study and for also supplying all the information I sought. Im also grateful to
Mr. Satheesh Kumar .S.S, Assistant Human Resource Manager, and Mr.Sony,
HR Executive, who were both a great help in supplying information regarding
the hotel departments and its staff.
I would like to extend my heartfelt gratitude to the Operational
Manager, Mr.Naveen Mohan, for supplying the most useful of information.
I express my sincere gratitude, also, to Mrs. Sherly, Guest Relations
Manager for familiarizing me with the front office operations. Mr. Deljit, Front
Office Assistant Manager helped me throughout the time I was at the front
office and gave me a very fair knowledge about the property. Im indebted to
the Guest Relations Executives, Ms.Deeshma and Ms.Shijinafor being helpful
to the greatest extent possible. My deep thanks goes also to Mr. Harris for
supplying veryuseful information from time to time.
I am also thankful to Food & Beverages Manager, Mr. Vivek for giving
me timely advice and the best support. I express my gratitude to Restaurant
Manager, Mr. Renju, for supplying me useful information on F&B department .
SREELAKSHMI

LIST OF TABLES AND CHARTS

SL NO.

TABLE/ CHART HEADING

PAGE NO.

29

Rates valid from 01st April 2011 to 30th September

2011

Rates valid from 01st October 2011 to 19th

December 2011 and from 16th January 2012 to 31st
March 2012

29

Rates valid from 20th December 2011 to 15th

January 2012

30

UdaySamudra Organizational Chart

37

Front Office Organizational Chart

38

Front Office Process Flow Chart

39

Housekeeping Organization Chart

47

Housekeeping Process Flow Chart

48

Kitchen Organization chart

53

10

Stores and Purchases Organization chart

60

11

Stores and Purchases Process Flow Chart

60

CONTENTS
CHAPTER NO.

CHAPTER NAME

PAGE NO.

INTRODUCTION

INDUSTRY PROFILE

COMPANY PROFILE

21

ORGANISATION STRUCTURE

36

ANALYSIS OBJECTIVE WISE

66

SWOT ANALYSIS

69

FINDINGS, SUGGESTIONS AND

CONCLUSION

74

BIBLIOGRAPHY

79

CHAPTER 1

INTRODUCTION

The organizational study is intended to familiarize one with the hotel

industry and toobtain knowledge about the functioning of a hotel. The major
objective of the study is to understand the operations in the different
departments within a hotel. The organizational study is also being undertaken
to attain knowledge about the various services offered by UDAY SAMUDRA
LEISURE BEACH HOTEL, Kovalam.
UdaySamudra, a four-star hotel is located at Kovalam (off
Trivandrum, Kerala, India) just 700 meters away from Vellar Junction. The
resort is located by the side of Samudra beach, which is a part of renowned
Kovalam beach. The beach is just 50 yards away from the hotel. The
UdaySamudra Beach Hotel has well-appointed luxuriously designed rooms.
The rooms are all equipped with modern comforts. All the 207 rooms have a
balcony outside that faces the swimming pool and the beach beyond.
The UdaySamudra Beach Hotel has an Ayurvedic Health Center. Built in the
traditional style of a Kerala courtyard, the Ayurvedic Center at the
UdaySamudra Beach Hotel is a favorite of foreign tourists. The hotel also has 3
swimming pools, a beauty parlour, spa, restaurants, caffee shop, ice cream
station, bar, 3 conference halls and a lot more. The hotel offers its guests
elephant safaris on its beach, candle lit dinners beside the roaring waves and
Kerala style mock weddings. For those interested in Kerala backwaters tours,
the hotel is there to make arrangements.

Objective of the study

i.
ii.
iii.

Familiarization the environment of hospitality industry

Study organizational structure of UdaySamudraLeisure Beach Hotel
To understand the organizational hierarchy of UdaySamudra Leisure

iv.
v.

Beach Hotel
To learn the promotional activities of hotel industry
To identify the strengths, weaknesses, opportunities and threats faced
by the organization.

Methodology
The methodology of the study includes detailed observation and making notes,
interviews with concerned personnel, workers and managers. Data collected
from UdaySamudra official website, various books, published and unpublished
documents and research reports.

Scope of the study

Study provides the knowledge about the industry, its relevance towards
the economy, various policies, procedures, products and services.
Study helps to get ideas about various functional areas of the
organization
Study helps to get knowledge about the hospitality sector and the boom
in the hotel industry.

Limitation
The study is being conducted in all the departments of a hotel for a
period of one month only.
No permission to interact with the guests directly. Therefore, their
personal feedback cannot be attained first hand.
Since this is not training, any actual work is not being done personally
therefore the experience in working cannot be attained.

Chapterization
The whole report is divided into seven chapters covering an introduction part

include objectives of the study, methodology, scope of the study, limitations

and company profile, organization structure, analysis of the study, SWOT
analysis, Findings, Conclusions, Suggestions following bibliography.

CHAPTER 2

INDUSTRY PROFILE

A hotel is an establishment that provides paid lodging on a short-term

basis. The provision of basic accommodation, in times past, consisting only of
a room with a bed, a cupboard, a small table and a washstand has largely been
replaced by rooms with modern facilities, including en-suite bathrooms and air
conditioning or climate control. Additional common features found in hotel
rooms are a telephone, an alarm clock, a television, a safe, a mini-bar with
snack foods and drinks, and facilities for making tea and coffee. Luxury
features include bathrobes and slippers, a pillow menu, twin-sink vanities, and
Jacuzzi bathtubs. Larger hotels may provide additional guest facilities such as a
restaurant, swimming pool, fitness center, business center, childcare,
conference facilities and social function services. Hotel rooms are
usually numbered (or named in some smaller hotels and B&Bs- Bed and
Breakfasts) to allow guests to identify their room. Some hotels offer meals as
part of a room and board arrangement. In the United Kingdom, a hotel is
required by law to serve food and drinks to all guests within certain stated
hours. In Japan, capsule hotels provide a minimized amount of room space and
shared facilities.

History of hotel industry

A summary of key events in the history of the industry would include
the following:
While the practice of renting space to travelers stretches back to
antiquity, what could be considered the modern concept of a hotel derives from
1794, when the City Hotel opened in New York City. While the practice of
renting space was not new, the City Hotel was purported to be the first building
devoted exclusively to hotel operations. For its time, the building was quite
large and possessed 73 rooms. Similar operations soon appeared in such

nearby cities as Baltimore, Boston and Philadelphia.Interestingly, New York

Citys first skyscraper was a hotel - the six story-ADelphi Hotel.
Hotels took a distinct step up in style and class when the Tremont House
opened in Boston in 1829. This hotel was considered by many to be the
beginning of what was regarded as first class service. With 170 rooms, the
Tremont House was a large facility. In addition, the hotel offered features
which, for the time, were amazing. Private single and double rooms were
available, which offered not only privacy, but also security. In addition to
water pitchers and a washing bowl, free soap was provided in each room. The
Tremont House offered French cuisine and, reportedly, was the first hotel to
have a Bellboy.
In the 1920s, hotel building entered a boom phase and many famous
hotels were opened, including the Waldorf Astoria, New Yorks Hotel
Pennsylvania, and the Chicago Hilton and Towers, which was originally named
the Stevens.
Motels began to replace roadside cabins as use of the automobile spread
throughout society. Offering clean rooms with adjacent parking, motels enjoyed
great popularity with the traveling public.
In the 1950s and 1960s, the practice of franchising appeared within the
industry. Franchising enabled entrepreneurs to expand their operations without
the use of substantial capital.
For much of their history, hotels were owned and operated by
individuals. However, as franchises and chains began to appear, individually
owned hotels found themselves increasingly at a competitive disadvantage. By
the 1960s, independent prospects began to improve as the result referral
organizations such as Quality Courts, Best Western, Master Host and Best
Eastern.

From the 1980s forward, mergers and acquisitions became common

within the industry, and brands become hotly traded commodities.
Hospitality and Tourism
In recent years, the term hospitality has become increasingly popular
and may be interpreted in a number of ways whether it is commercial or
industrial and public services.
There are several components in the tourism industry, for example, food
and beverages, lodging, place of attractions, and transportation. All there
components are related to the hospitality. Each of the components has the
connection to each other. So, in order to make sure that the customer will feel
satisfied using the tourism services we have to ensure that the customer felt
satisfied using each of the components. We need hospitality applied in the food
and beverages, so as customer will fell well treated during their lunch, dinner
or others. We also need hospitality applied in the transportation provider so as
customer or passenger will feel comfortable during their journey. Other tourism
components also need the hospitality. Thus, it show us how hospitality very
important to the tourism industry.
What we provide in the tourism industry is the intangible product.
Customers will never feel or experiencing the product offered unless they have
bought it. So, when they buy the services offered we must provide them with
the best services so as they will feel comfortable using our services. All the
services provided such as, guest greeting, and provide the clean and tidy room,
showing the facilities provided an others are types of hospitality. For example
when the guest checking in the hotel, we cannot simply just give them the room
key and let the guest looking for their room without any assistance. This is not
called as hospitality. Hospitality is more than that; we have to be friendly,
courteous, helpful, and so forth.
Finally, the importance of hospitality is to encourage the repetition guest or

customer. In the tourism industry, people are not just looking at the facilities or
price offered but also looking at the services provided. If they felt satisfied with
their previous experience using the service they might come again besides
promote the services to others. This situation will generate the revenue for the
company. Company did not need to work hard to promote their services. They
just have to concern with the services provided to customer and must fulfill the
customers expectation. This is more valuable rather than we just provide the
best facilities but with the worst services. Tourism related company must
emphasize on hospitality in order to success.

Trends
In the 1980's there was extensive merger and acquisition activity
between hotel and non-hotel companies. Many companies are now selling
specific brands in an effort to get back to their core business.
Another trend in the hotel and beverage industry is paperless inventory
systems. Improvements in scanning equipment have made this possible. In
many instances, ordering, delivery, payment and stocking are all initiated and
accomplished by software prompted by information captured by scanning
equipment with very little human involvement.
Some chains have sold ownership in their hotels to foreign investors
while still maintaining control. This provided the capital that was needed for
further expansion.
REITs (Real Estate Investment Trusts) have been created to allow
smaller investors to participate in mortgages and equities.
Product segmentation has become more popular. Luxury and first class
hotels have created more amenities and products for their customers while
economy and budget motels have cut back services in order to maintain lower
prices. Also specialized extended stay and suite hotels have become more
popular. Hotels with indoor water parks are one of the newest trends.

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Timeshares is another segment that many hotel companies are involved with
recently. The development, sale, and management of timeshares have become
particularly popular with the large chains. Franchising continues to flourish in
the hotel industry.
Audit issues cover a variety of areas, as would be expected. In addition
to matters such as cost segregation, which impact numerous industries, hotel
companies have undertaken such activities as donating used bedding as they
upgrade their equipment, using trusts to defer income, delaying recognition of
last day of the year receipts, franchising, condo conversion, and so forth.
Several years ago, customers generally called a toll-free number to make
room reservations. In 2006, about 50% of hotel rooms were booked through
the internet.
The number of domestic hotel rooms reserved for smokers is declining
as major hotel chains are beginning to decrease their total number of smoking
rooms or becoming non-smoking facilities altogether.
Other recent trends in the industry include luxury mattresses,
complimentary breakfast, high definition TV, high speed internet access, Wi-Fi
(wireless internet access), and room suites.
A recent 2006 trend is hotels re-imaging their lobbies to destination
places. For example part of the lobby may be used for a breakfast area in the
morning and a bar at night. This may include sliding walls, decorative lighting,
and music. One reason for this is to generate more income per square foot.
A July 2005 article from Knight RidderNewspapers highlights what the
major chains are upgrading in the sleep department. The article provided the
following information:
Marriott International has been replacing mattresses at its Marriott and
Renaissance hotels for several years and is adding new bedding at its

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2,400 hotels, including higher thread count sheets, down comforters and
duvet covers at a cost of $190 million.
Hilton Hotels is introducing new bedding across its brand, including
Hilton, Doubletree and Embassy Suites. There will be higher thread
count sheets, plush top mattresses, extra pillows and user friendly
clocks.
Crown Plaza replaced some 50,000 beds and bedding in 2004, hired a
sleep doctor for advice on relaxation, and tossed in a sleep kit for
guests.
Radisson in 2004 began moving in custom-designed Sleep Number beds
at 230 of its hotels and resorts, with most of its 90,000 beds to be
replaced by 2006. New bedding is also included in the makeover.
Hyatt recently rolled out its Grand Bed, a 13 inch pillow-top mattress,
and added more luxurious linens and decorative pillows.
Starwood Hotels announced the debut of a new bed at its moderately
priced brand, Four Points by Sheraton. The Four Comfort Bed, a $13
million investment, joins the Heavenly Bed and Sheraton Hotels Sweet
Sleeper Bed in Starwoods lineup.
Red Roof Inns will offer pillow top mattress pads, 230 thread count
sheets and hypoallergenic pillows at select hotels.
Some Best Western hotels will add new mattresses, comforters, feather
pillows and triple sheeting.

Hotel Industry in India

Over the last decade and half the mad rush to India for business opportunities
has intensified and elevated room rates and occupancy levels in India. The

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successful growth story of 'Hotel Industry in India' seconds only to China in

Asia Pacific. The Hotel Industry is inextricably linked to the tourism industry
and the growth in the Indian tourism industry has fueled the growth of Indian
hotel industry. The thriving economy and increased business opportunities in
India have acted as a boon for Indian hotel industry. The arrival of low cost
airlines and the associated price wars have given domestic tourists a host of
options. The 'Incredible India' destination campaign and the recently launched
'AtithiDevoBhavah' (ADB) campaign have also helped in the growth of
domestic and international tourism and consequently the hotel industry.
The hotel industry in India is going through an interesting phase. The industry
has a capacity of 110,000 rooms. According to the tourism ministry, 4.4 million
tourists visited India last year and at the current rate, the demand will soar to 10
million by 2010 to accommodate 350 million domestic travelers. The hotels
of India have a shortage of 150,000 rooms fueling hotel room rates across
India. With tremendous pull of opportunity, India has become a destination for
hotel chains looking for growth.Due to such a huge potential available in this
segment, several global hotel chains like the Hilton, Accor, Marriott
International, Berggruen Hotels, Cabana Hotels, Premier Travel Inn (PTI),
InterContinental Hotels group and Hampshire among others have all
announced major investment plans for the country. The Government's move to
declare hotel and tourism industry as a high priority sector with a provision for
100 per cent foreign direct investment (FDI) has also provided a further
impetus in attracting investments in to this industry. It is estimated that the
hospitality sector is likely to see US$ 11.41 billion rise in the next two years,
with around 40 international hotel brands making their presence known in the
country by 2011. Simultaneously, international hotel asset management
companies are also likely to enter India. Already, US-based HVS International
has firmed up plans to enter India, and industry players believe others like
Ashford Hospitality Trust and IFA Hotels & Resorts among others are likely to
follow suit.

13

One of the major reasons for the increase in demand for hotel rooms in the
country is the boom in the overall economy and high growth in sectors like
information technology, telecom, retail and real estate. Rising stock market and
new business opportunities are also attracting hordes of foreign investors and
international corporate travelers to look for business opportunities in the
country. Also India has been ranked as the fourth most preferred travel
destination and with Lonely Planet selecting the country among the top five
destinations from 167 countries; India has finally made its mark on the world
travel map. Thus, the increase in the need for accommodation has hugely
increased the demands for hotels which in turn has boosted the growth of the
hospitality sector in India especially that of the hotel industry.

Classification of Hotels
Classification is based on many criteria. The hotel industry is so vast that many
hotels do not fit into single well defined category. Industry can be classified in
various ways, based on location, size of property etc. The main hotel chains of
India are: The Taj Group of Hotels, the Oberoi Group and ITC Welcome
group.
Some of the international chains are Hyatt, Marriott, and Le Meridien etc.
These properties have also come up in India now.
1. Based on location

City center: Generally located in the heart of city within a short

distance from business center, shopping arcade. Rates are normally high
due to their location advantages.They have high traffic on weekdays and
the occupancy is generallyhigh.
Example: TajMahal, Mumbai

Motels: They are located primarily on highways, they provide

lodging to highway travelers and also provide ample parking space. The
length of stay is usually overnight.

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Suburban hotels: They are located in suburban areas, it generally

have high traffic on weekend. It is ideal for budget travelers. In this type
of hotel rates are moderately low.

Airport hotels: These hotels are set up near by the airport. They
have transit guest who stay over between flights.

Resort hotels: They are also termed as health resort or beach hill resort and
so depending on their position and location. They cater a person who wants
to relax, enjoy themselves at hill station. Most resort work to full capacity
during peak season. Sales and revenue fluctuate from season to season.

Floating hotels: As name implies these hotels are established on

luxury liners or ship. It is located on river, sea or big lakes. In cruise
ships, rooms are generally small and all furniture is fixed down. It has
long stay guest.

Boatels: A house boat hotels is referred as boatels. The shikaras of

Kashmir andkettuvallam of kerala are houseboats in India which offers
luxurious accommodation to travelers.

Rotels: These novel variants are hotel on wheel. Our very own
"palace on wheels" and "Deccan Odessey" are trains providing a
luxurious hotel atmosphere. Their interior is done like hotel room. They
are normally used by small group of travelers.

2. Based on Size of Property

The main yardstick for the categorization of hotel is by size the number of
rooms available in the hotel.

Small hotel: hotel with 100 rooms and less may be termed as small
hotels.

Medium sized hotel: hotel which has 100-300 rooms is known as

medium sized hotel.

Large hotels: hotel which have more than 300 rooms are termed as
large hotels.

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Mega hotels: are those hotels with more than 1000 rooms.

Chain hotels: these are the groups that have hotels in many numbers
of locations in India and international venues.

3. Based on the Level of Service

Hotels may be classified into economy, and luxury hotels on the basis of the
level ofservice they offer.

Economy/ Budget hotels: These hotels meet the basic need of the
guest by providing comfortable and clean room for a comfortable stay.

Mid-market hotels: It is suite hotel that offers small living room

with appropriate furniture and small bed room with king sized bed.

Luxury hotels: These offer world class service providing restaurant

and lounges, concierge service, meeting rooms, dining facilities. Bath
linen is provided to the guest and is replaced accordingly. These guest
rooms contains furnishing, artwork etc. prime market for these hotels are
celebrities, business executives and high ranking political figures.
Example: Hyatt Regency, New Delhi.

4. Based on the Length of Stay

Hotel can be classified into transient, residential and semi residential hotels
dependingon the stay of a guest.

Transient Hotel: These are the hotel where guest stays for a day or
even less, they are usually five star hotels. The occupancy rate is usually
very high. These hotels are situated near airport.

Residential hotels: These are the hotel where guest can stay for a
minimum period of one month and up to a year. The rent can be paid on
monthly or quarterly basis. They provide sitting room, bed room and
kitchenette.

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Semi residential hotels: These hotels incorporate features of both

transient and residential hotels.

5. Based on Theme
Depending on theme hotel may be classified into Heritage hotels, Ecotels,
Boutiquehotels and Spas.

Heritage hotel: In this hotel a guest is graciously welcomed, offered

room that have their own history, serve traditional cuisine and are
entertained by folk artist. These hotels put their best efforts to give the
glimpse of their region. Example: Jai Mahal palace in Jaipur.

Ecotels: these are environment friendly hotels these hotel use

ecofriendly items in the room. Example: Orchid Mumbai is Asia first
and most popular five star ecotel.

Boutique hotels: This hotel provides exceptional accommodation,

furniture in a themed and stylish manner and caters to corporate
travelers. Example: In India the park Bangalore is a boutique hotel.

Spas: is a resort which provide therapeutic bath and massage along

with other features of luxury hotels in India Ananda spa in Himalaya are
the most popular Spa.

6. Based on Target Market

Commercial hotel: They are situated in the heart of the city in busy
commercial areas so as to get good and high business. They cater mostly
businessmen.

Convention hotels: These hotels have large convention complex and

cater to people attending a convention, conference.
Example: Le Meridien, Cochin, is a hotel with largest convention
center in south India.

Resort hotels: These leisure hotels are mainly for vacationers who
want to relax and enjoy with their family. The occupancy varies as per

17

season. The atmosphere is more relaxed. These are spread out in vast
areas so many resorts have solar powered carts for the transport of guest.

Suite hotels: These hotel offer rooms that may include compact
kitchenette. They cater to people who are relocating act as like lawyers,
executives who are away from home for a long business stay.

Casino hotels: Hotel with predominantly gambling facilities comes

under this category, they have guest room and food and operation too.
These hotels tend to cater leisure and vacation travelers. Gambling
activities at some casino hotels operate 24 hours a day and 365 days a
year.

Earnings for Hospitality Hotel Industry

Hotel Industry gets Revenue through
Providing rooms
Providing Banquet Halls
Restaraunts
It gets additional revenue for

Telephone call services

Laundry services
Travel services
Internet services
Spa, Ayurvedic and beauty treatments

Department of Hotels that are available for guest 24 X 7:Hotel industry kitchen/ food production department
Hotel industry Engineering department
Hotel industry Front desk department
Hotel industry Housekeeping department
Hotel industry Food & Beverage Service department
Hotel industry Gym/ Health Club/ Sports department
Hotel industry Parking/ Shops department
Hotel industry Parking/ Shops department

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Hotel Industry Kitchen/ Food Production: Kitchen & food production is a

department of hotel that is responsible for food. Even hotels having Coffee
Shop provides 24 hour services to the guest.
Hotel Industry Engineering: - If any problems come up in rooms like bulb
fuse, A/C not functioning, then the Hotel Engineers are contacted.They are also
available 24 hours.
Hotel Industry Front desk: - Front desk gives the first impression on guests,
if a guest likes this section,only then he will go for other options like restaurant,
laundry, etc. Front desk consists of young and energetic staff whoare always
(24 x 7) there to help guests. They are also responsible for Business Centre,
Internet Access. This department is also responsible for making C-Form for
Foreigner Clients, providing safety lockers to the guest, taking reservation by
telephone, E-Mails, and Fax from the guests. Also providing guestsForeign
Exchange Services.
Hotel Industry Housekeeping: - Housekeeping are available 24 X 7 for guest,
making their bedroom, bathroom, etc. Providing guest Laundry services, also
do day to day room cleaning for guests.
Hotel Industry Food & Beverage Service: - They include providing guest the
services whether in rooms, Restaurants or Banquets, or in Conference rooms.
Hotel Industry Travel Desk: - They are responsible for arranging day to day
travels for the guest. They also book tickets for the guests, and also provide
them information for sightseeing.
Gym/ Health Club/ Sports:- Medium and large hotels provide Gyms,
Swimming Pool, Health Club, Beauty Parlour, Saloon, games like Billiards,
Pool, etc. and other such facilities to their guests. Most of the Hotels provide
these facilities complimentary with the rooms.

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Parking/ Shops: - Few Star hotels provide big parking space, shops in the
restaurant itself for the guestsconvenience.

CHAPTER 3

20

COMPANY PROFILE

21

UdaySamudra Leisure Beach Hotel (UDS) is an upscale and luxurious 4

Star hotel brand which appeals to distinguished and discerning travelers. The
UDS's philosophy of combining the best elements of the incomparable lifestyle
with the convenience of today's modern world, through exceptional standards
of luxury, elegance and service, together with ISO 9001 - 2000 standards and
impressive management tools, is set to create a powerful presence in the
hospitality sector.
The setting, facilities, people, spa, cuisine and its whole philosophy is
dedicated to the guests wellness in a luxurious environment. Just by being at
UDS, ones stresses start to flutter away; the landscaping has its own serenity, a
harmony of a defined architecture spacious lawns, blue water pools and soaring
coconut grooves all set in four tranquil acres by the sea.

HISTORY
In 1997, in the month of March land was purchased and on 14th April
1998, the foundation stone laid by Smt. Ruguminiamma for the construction of
UdaySamudra. On 23rd December 1999, 33 rooms were inaugurated by
Managing Director Mr. Rajasekharan Nairs Godfather, Neerbhai Singh and the
auspicious ceremony of lighting the traditional lamp was carried out with
madam. Salary and food were distributed by Late. Shreedharan Nair (M.Ds
father). Mr. Ravi (the contractor) and Mr. Purushothaman also attended the
function.Ever since the number of rooms and facilities has been growing.

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QUALITY POLICY
Through quality service and value, our goal, as a company, is to have
customer service which is not just the best but legendary.
We value our rolls as a part of the organization to deliver the service that the
guest wants, when he wants it and how he wants it.
Our asset is our guest.

BUSINESS MISSION
UDS will continue to woe the domestic market with better pricing
policy and will sure put efforts in the international market through better
value for money hotel concept.
It will bring the profit to 15% more comparatively previous year, by way
of cutting down on unnecessary cost.

VISION
UDS will become the largest hotel in its category and will concentrate
on MICE during the off season initially targeting Bangalore, Hyderabad
and Chennai market and later it will move to Mumbai and Delhi markets
too. It will woe international market during the season and market extra
sales and increase profit margin to 25% more this year.
UDS to become the most wanted hotel by the international visitors and
by the domestic visitors for the service to the guests and for the value for
money.
UDS will come out with two more hotels shortly to establish itself in the
package marketing and will bring down the cost of marketing and sales
and will increase the revenue in quantum jump. It will also adopt unique
packaging methods, image of UDS will establish further.
UDS will become the second largest hotel in Kerala and thus will also
slowly diversify in the education sector based on the hospitality. A new
brand image will be created.

FUTURE PLANS

UdaySamudraWagamon
UdaySamudraAlleppey
Hotel and Convention Hall, Kowdiar
RRK Hospitality (UK) Ltd.
Uday Sky Kitchens
Uday Suites

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OBJECTIVES

To complete Wagamon, the new unit of RR Holiday Homes Pvt. Ltd.

To establish a back water resort, a convention hall, FCU in Trivandrum.
Annual sales targets to be 15 crore.
To become the largest hotels in rooms by the year.
The only hotels with facilities, value for money.
To concentrate on quality as an important factor.
To give a facelift to the Food and Beverages Department by bringing the
sales to 40% growth as in season average 2 lakhs to be boosted per day.
To work more on the sales opportunities and increase profit share.
To give more importance to customer service through Team.
Business image to be boosted by showing the best 4 star hotel.
Cost to be reduced in the areas of operations, to concentrate more on the
planned working rather than rustic and sudden decisions, which increase
costs.
Training to be the most important factor for all the managers and the
supervisors category. HRD will be given more importance to make the
staff feel secured and feel loyalty towards the organization.
Incentives on the sales achievements to be introduced to the managers
and supervisors.
To upgrade the facilities of suite rooms and deluxe rooms to get better
customer feedback and better average revenue.
To concentrate more on the MICE as the destination during off season.
To increase the off-season revenue 20% more than previous year.
Additional business- a new avenue of Rs.1.5 crore expected.
Continue working on ISO standards on quality and documentations.

UDAY SAMUDRA WORK CULTURE

Maintain discipline
Manage calls efficiently
Use the telephone system efficiently
Respond immediately to the guests calls
Need to know the importance of time management
Try to maintain time schedule
Adopt single rule system
Value and respect with dignity, each and every employee, regardless of
his/her position in the organization
Train in cleanliness, neatness and tidiness
Develop a culture of upward reporting
Clean the work area completely every day before leaving the duty
Smile gently to the guests and never say no to them

24

LOCATION

Kovalam, located close to Trivandrum, the capital city of Kerala, India is

an internationally renowned beach with three adjacent crescent beaches. It has
been a favourite haunt of tourists, especially Europeans, since the 1930s. The
palm-fringed bays of Kovalam in secluded coconut groves, promise a relaxed
stay. The unforgettable image of Kovalam is that of the coconut-palms-lined
high rock promontory that cuddles the calm and wide expanse of the blue
waters. This marvelous beach is a tourist's dream come true. Set in four acres
on the serene beaches of Kovalam, UDS is located 15 kilometers away from
the Trivandrum International Airport with excellent air connectivity to
Singapore, Europe, and Middle East and to all the metros in India. Trivandrum
is also well connected by rail and road network with the rest of India

Accommodation:
UDS believes that true world-class status is only achieved when a hotel
or resort combines the traditions of its host community with exceptional
service, a luxury product and incredible attention to detail. This distinction has
elevated UDS into the upper rank of hotels for sophisticated travelers around
the globe.
UDS features 207 units classified as Presidential Suite (3), Deluxe Suite (12),
Suite (12), Exotic Atrium (90), Exotica (90). Each beautifully appointed,
spacious and individually decorated with an excellent view of the sea.
Bathrooms include a well sized bathtub, separate shower and a double basin
marble vanity.

25

The spacious rooms provide an array of luxurious amenities which

include air conditioning, remote-control cable TV with all-news channel,
internet access and telephone. Additional amenities include a private bath and
shower, bathrobes, mini bar, a work desk with lamp and a complimentary
morning newspaper delivered to the room.
Exotica:

Featuring an unhindered view of the sea and the pool, these air
conditioned rooms are located ideally offering a unique and premium stay. All
rooms are built in ambience with modern facilities. UDS has 90 rooms of this
category.
Exotica Atrium:

Newly constructed rooms will have a panoramic view of swimming pool &
backwater. Basically these rooms have been designed for those who like to be
away from the crowd. These are the best rooms available on the medium
category, situated in an eco-friendly zone with greenery pool and pool side
dining facilities.
Suite:

Ten suite rooms with elegant Scandinavian designs are one among the major
specializations of UDS. With a direct sea view the rooms are furnished with

26

classic decor and modern facilities of a class property. It comprises of King size
bed, spacious living and dining area, with spacious balcony facing the sea.
These rooms are well equipped with all modern communication and
information facilities.

Deluxe Suite:

The superb Deluxe Suite, enjoys a breathtaking view and offers a list of
unmatched facilities. All rooms are air conditioned, luxuriously finished and
are supplied with designer branded amenities. It comprises of King size bed,
spacious living and dining area, separate guest restroom, separate reception
area, with spacious balcony facing the sea. These rooms are well equipped with
all modern communication and information facilities.
Presidential Suite:

This exquisite Presidential Suite exclusive named as Marigold, Hibiscus and

Bougainvillea enjoys a breathtaking view and offers a list of unmatched
facilities. The rooms are exquisitely finished. The Presidential Suites has King
size bed, large living and dining area with separate guest restroom, reception
area and balcony facing the sea. All rooms are equipped with modern
communication amenities. 2 bathrooms, Jacuzzi and spacious balcony add
convenience to the luxurious stay at the presidential suites of UDS.

Room Tariff is as follows:

27

TARIFF 2011-2012
Rates valid from 01st April 2011 to 30th September 2011
Room Type

INR

EURO

Tax

Meal Plan

Exotica DBL
Exotica Atrium
AC Suite
Deluxe Suite
Presidential Suite
Extra Bed

4000
4400
5400
6600
8400
900

75
83
102
124
158
17

12.5%
12.5%
12.5%
12.5%
12.5%
12.5%

CP
CP
CP
CP
CP
CP

Rates valid from 01st October 2011 to 19th December 2011

and from 16th January 2012 to 31st March 2012
Room Type

INR

EURO

Tax

Meal Plan

Exotica DBL
Exotica Atrium
AC Suite
Deluxe Suite
Presidential Suite
Extra Bed

5500
6400
7100
8200
9500
1500

104
121
134
155
179
28

12.5%
12.5%
12.5%
12.5%
12.5%
12.5%

CP
CP
CP
CP
CP
CP

Rates valid from 20th December 2011 to 15th January 2012

Room Type

INR

EURO

Tax

Meal Plan

Exotica DBL
Exotica Atrium
AC Suite
Deluxe Suite
Presidential Suite
Extra Bed

7000
7900
9500
11000
15000
1900

132
149
179
207
283
36

12.5%
12.5%
12.5%
12.5%
12.5%
12.5%

CP
CP
CP
CP
CP
CP

28

Supplementary Charges:
Meal Plan-Rs.600/- (Euro 11) per meal per person.
X-Mas (24th Dec.) Rs.2400/- (Euro 45) per person
New Year (31st Dec) Rs.4000/- (Euro 75) per person
Which is compulsory for all the bookings during that period.
Check Out Time : 12 Noon
Swimming Pools:

UDS is the only hotel in Kerala with three magnificent swimming pools
facing the sea, viz. Kadavu, Splash and Aquamarine. A splash in pool will
certainly drain away ones stress along with cool drink at the pool side Sunken
Bar. One can also lie back on one of our hammocks and close eyes to enjoy the
sea breeze. These pools are complimentary to the guests and are open from 8
a.m. to evening 7 p.m.
Health Club: UDS has a state-of-the-art health club with most modern
equipment and trained staff. It offers a convenient setting to tone up the body
and plunge into an exhilarating work out session. There is also sauna for the
guests in the club. This, too, is complimentary to the guests.
Ayur Ashram:
Ayurveda is ancient Indias holistic method of treatment, which has withstood
the ravages of time, thanks to the great legacy of this science, dating back to
the Vedic period. Ayurvedic treatments emphasis on prevention of disease,
rather than its cure. It also dictates certain social and dietary norms that help an
individual maintain spiritual health.UdaySamudra has a well-maintained,full
fledged Ayurvedic Health Centre built in Keralas traditional architectural style
with nadumuttam (central courtyard).From here, thousands of patients have
found relief from chronic diseases such as Asthma, Diabetes, Hypertension etc.,
for which modern medicines have no complete cure.
Beauty Parlor:

29

The beauty parlor at UDS is well equipped with all modern amenities of the
skin care world. And its Bold and Beautiful would say it all once the guests
have had their beauty treatment. Both herbal and costly gold facials and skin
care treatments are done at UDS for its clients with an extra care.
Shopping:
Lexmi Gems and Crafts at UDS has a collections of Indian Handicrafts, Gem,
Jewellery, Garments etc. It also has Silver Jewellery, Sandal Wood, White
Wood, Bronze Items, Silk, Painting, Paper Painting, Silver Articles, Pasmina
Shawls, Jari Stroll, Ready Made Garments, Handloom Bed Covers, Silk
Scarves, etc. offered at an affordable price to take a slice of Kerala as a
momento.
Sporting: UDS, as it is outstanding for innovations and creativities, avails
opportunities for fishing and beach activities and sports.
Cultural Programmes : A variety of cultural feasts like Kathakali,
Bharathanatyam, Ghazzals, Live Bands etc are organized during dinner time
providing a soothing setting and an insight into Kerala's rich heritage.
Indian Astrology: Hindu astrology has a unique system of prediction that is
based on the position of the moon in a given Nakshatra (constellation). There
are twenty-seven Nakshtras in all. Each one of them covers thirteen degrees
and twenty minutes of the zodiac. Each Nakshatra is the head of a particular
group of stars and controls the life of people who are born in this phase. At
UDS one can explore their future with an Astrologer and get wonderful insights
into their life.
Elephant Ride: This is an experience of beach safari on top of a majestic
elephant. One can enjoy the ride and take pictures and feel close to the animal
that is revered and worshipped as Lord Ganesha.
Cookery Shows: Cooking is an art that can be preserved for posterity, but is
certainly has way to win the heart, mind and stomach of the people. Each place
has its own distinctive style of cuisine, reflective of its people and geography.
The cookery shows at UDS will help one to get acquainted with the ethnic
culinary delights and indulge in an interactive learning experience.
Candle Light Dinner: UDS plays host to an exclusive evening for two by the
sea. A candle light dinner with a bottle of wine and 4 course menu served by a
personal buttler would be a life time experience one always savors
Transportation: Luxury coaches and buses are available at UDS for the sightseeing and airport transfers. Also rent -a - car facilities are available at UDS
with chauffer and tourist guides on clients demand

30

Dental Clinic:UDS provides dental treatment of international standard at an

affordable price. The rates of dental treatment are as low as one fifth to one
tenth of other countries.
Other facilities at UDS include Business Center, Library, Wi-fi, Cyber Cafe,
Foreign Exchange, Doctor On Call, Acceptance of Major Credit Cards, In
House Laundry and 24 Hour Room Service
Restaurants
Caf Drops:
The exclusive western model coffee shop
The Caf Drops coffee shop offers variety of European culinary delights in a
casual and intimate setting. Guests will enjoy outdoor dining with magnificent
panoramic views and fresh sea breezes. Open daily for 24 hours Caf Drops
offers exclusive dishes which are the specialties of the UDS culinary treat.
Grass Hopper:
The multi - cuisine Restaurant
Discover the exotic blend of Chinese, Continental, Italian, Mughal and Kerala
cuisines in a traditional ambience. This is an exclusive multi-cuisine specialty
restaurant which offers all kinds of culinary delights. Set in rather a lively
atmosphere, the restaurant also gives a view of the gleaming swimming pool,
surrounding green lawn and bewitching beach beyond.
The Grill:
A unique restaurant serving sea food grills and continental delicacies, facing
the pool.
Lounge:
Snack Bar with the sea view serving Pizza burgers, and sandwich.
Horseshoe
The small bar beside the Grasshopper which is the only place to enjoy some
luxurious
alcohol, air conditioning and music altogether.
Move n Pick
Station for imported ice-cream of varieties of flavours

Conference Halls

31

UdaySamudra is committed to the fine art of ensuring that ones catered

affair is executed with the optimum quality, value and service. Whether a
corporate or social event, their needs will always be treated with the utmost
respect and sensitivity.
The settings at UDS are customized to the theatre style, class room, U shape,
I shape, V shape etc. Three private air conditioned meeting rooms with
open terrace accommodate 50 to 350 people, and UDS culinary team, amenities
and attentive staff are virtually unparalleled in the area. UDS ensures a custom
tailored success for events.
Hall 1 VIZHINJAM:

Theatre Style: 450

Cluster:175

'U' Shape: 125

Class Room: 150

Cocktail Dinner: 175 Dinners to 250 pax

Hall 2 THE TERRACE:

Theatre Style: 120

Cluster: 75

'U' Shape: 40

Class Room: 75

Cocktail and Snacks: 125 PERSONS & OPEN TERRRACE

Hall 3 BOARD ROOM:

Theatre Style: 20

'U' Shape: 15

32

Class Room: 15

Cocktail : 12-15 persons

Marriage/ Honeymoon
UDS caters for brides and grooms whochoose to wed traditional Kerala
style or spend their honeymoon in total comfort and luxury. UDS adds a fresh
twist to the old traditions of marriage. Formal and informal weddings are
arranged at the resort. Special offers are reserved to honeymooners. Beachside
candle dinners, exotic sea food, ethnic cuisine and variety of choices await the
honeymooners at UDS.

AWARDS

World Luxury Hotel Award 2010 Winner

World Luxury Hotel Award 2009 Finalist
International Achievements Award for Hospitality and Tourism
The Best Four Star Hotel Award, Kerala Govt. 2007-2008
The Best Tourism Product Award, Kerala Govt. 2007-2008
The Best General Manager Award, Kerala Govt. 2007-2008
The Best Four Star Hotel Award, Kerala Govt. 2006-2007
The Best Tourism Product Award, Kerala Govt. 2006-2007
The Best Manager in the Hotel Industry, Kerala Govt. 2006-2007

33

CHAPTER 4
ORGANISATIONAL STRUCTURE

34

F&B Manager

Restaurant Manager

Sous Chef

Exe. Chef
FOM

Human Resource

Asst. Exe. Housekeeper

Maintn. Supervisor
Store Supervisor

Manager Purchase
Maintn. Engineer

Travel Manager
Manager Admin.
Manager Night

Exe. House Keeper

GRM

Operational Manager

General Manager

Finance

Mrs. Radha Nair Director

Group Vice President

Managing Director

Reservation Manager

Sales & Marketing Manager

Mr. Rajashekharan Nair

UdaySamudraOrganisational Chart

35

FRONT OFFICE
Front OfficeOrganisational Chart:
Front Office
Manager

Duty
Manager

Asst.
Manager
Front Office

Lobby
Manager

Front office
Executive

Guest
Relations
Manager

Front Office
Supervisor

Guest
Relations
Executive

Front Office
Assistant

Guest
Relations
Assistant

Reservation
Manager

Asst.
Reservation
Manager

Bell
Captain

Bell
Boy

Reservation
Executive

36

Front Office Process Flow Chart

Inform housekeeping
and room service

Guest Arrival

Walk-ins (check with

housekeeping for
rooms readiness)

Expected arrival
(voucher collected)

Check-in allotted
rooms

Courtesy call to the

guest

Check with guest,

mode of payment,
means of transport

Bill

Briefing the
facilities and rules

Get approval from

FOM

Check out

Inform
Housekeeping and
room service

Bills to accounts

37

Procedures
Front Office is where guests check in and out, payments on accounts are
made and messages are exchanged. Front Office is people oriented, good at
solving problems and attentive to details.
Responsibilities Reservations & Registration, 24-hour reception desk,
Room Allocation, guest accounting, Information, Bell desk functions, Travel
desk, Cashier functions, Business center, Telephones, Money encashment.
Skills- Industry knowledge, Personal Hygiene, FO Software, Effective
Communication, Market and guest profile, Sales skills, Product knowledge,
Health & safety.
Shifts Day & Night shifts. Break shifts / Afternoon shifts are worked out as
per the occupancy and the guests movements. The check-out counter and
the check in counter to be manned effectively.
Daily sessions of briefing & debriefing during the day.
FO / lobby to be maintained as a non-smoking area.
Training sessions to be charted and followed as per the schedule.
Attendance compulsory.
Standards to be maintained
1.
VIP good room, welcome card, fruit basket
2. Repeat request room. Preferred room, beer basket,Welcome back card,
fruit basket, t-shirt
3.
Ayurveda Package room, doctor to meet, chef to be informed
4. Birthdays/ anniversaries card, flowers
5. HMC flower arrangements, mock tails, good room
Daily Reports
1 Guest database
2 Complimentary
3 Package guests
4 Guest database
5 Direct guest database
6 Repeats
7 Long stays
Weekly updating 1. Room position status
2.Cultural programs
3. Stock taking
4. Telephone incoming lines to be checked
Left Luggage - guests who leave to come back in a few days might request
to keep some of their bags with the hotel. Front office has to keep the same,
all details to be logged and has to be kept safe.
Purchase Requisitions all requisitions for purchase needs to be authorized
by the GM before being presented to the purchase manager. All such
requisitions should fully confirm to the core values of the organization.
Rapport with accounts all financial dealings need to be informed to the
accounts department for smooth follow-ups.

38

Checking in a Guest
Introduce yourself.
Use a positive tone of voice and language. Avoid hotel jargons and
speak clearly.
Spend a minute or two trying to know more about the guest.
If the guest has come for staying with us, do the registration. Offer help
with baggage. Tag them and keep them in the isle.
Registration Formalities
The guests could be Indian nationals, foreign nationals, Indians residing
abroad or foreigners residing in India as permit holders.
If a guest is a foreign national or a non-resident India, collect their
passport, take a copy of the passport details and the visa details and
return the passports. If the guest is a foreigner residing in India, collect
their permit and take a copy of the same.
The guest registration card (GRC) should be filled by the guest name,
address, email id, number of visits, pax and signature is a must.
All doubts regarding the name or contact details need to be
Clarified.
The date of departure needs to be reconfirmed.
A guest can either do the reservation directly, through a travel agent,
through a company etc. A guest booked in directly can either do a
prepayment of charges or settle direct at the end. A guest booked in
through an agent could either hold a travel voucher for the room or have
made the payment in advance. A guest booked in through a corporate
company would either be prepaid or direct or further still, the bills
would be required to be sent to the company. The instruction needs to be
clear before the guest arrives. Accordingly, the document needs to be
collected- reservation voucher etc. the guest signature needs to be taken
behind the voucher.

The GRC, passport details, voucher and a copy of it, all needs to be in
the guest folio.

The guest has to be briefed about the property, the facilities, the
activities etc.

The status of the pre allotted room needs to be checked and informed to
the guest.

Ensure that the guest has verified the baggage.

Escort them to the room. On the way, attract the guest to the highlights
of the week. Accompanying guests to the room is a crucial factor in building a
bond with this guest, so the person undertaking this job should be aware of its
importance. The facilities of the hotel should be well briefed shop, Ayurveda,

39

yoga & meditation, beach, restaurant, beach shack, beach grill, book house,
lawn bar, clubhouse, in house activities, bicycle tours, tour programs etc.

In the room, show them the facilities; brief them about the energy saving
tips, check on the baggage. Feedbacks on the room standards to be updated to
the housekeeper regularly.

Every guest is to be informed about the common tipping policy

practiced. Every staff who works in the front area or behind the scene is
entitled to an equal share. Every staff is expected to follow the same.

In case the guest shows unhappiness with the room, understand the
cause and do offer alternatives as possible. Never commit on rooms without
checking the status of the same.

Exit the room, wishing them a happy stay. Also check if there are
anything you could do for them.

Mark the room as occupied in the room position chart.

Communicate with other departments, all special information regarding

the guest, e.g. instructions regarding diet, Ayurveda, allergies, special
instructions, VIP, repeats, long stays, etc.

In the mean while check in the guest in the system. All guest details to
be accurate. Tariff to be posted as per the instruction received from the CRS.
The apartment charges: plan rate ratio being 90 10 for CP, 75-25 for MAP
and 60-40 for AP. The luxury tax and the sales tax (15% and 12.63%
respectively) need to be deducted before posting as the system automatically
adds the taxes to the rate.

Special care to taken for VIPs, long stays, Ayurveda package guest &
Repeats
i. VIPs allot good rooms/ upgrade as per instruction & profile, GM to
be informed, HOD/ Sr. member to brief and escort the guest.
ii. Repeats request room if possible, Max members at the time of
arrival, recognize them, introduce key people, welcome back card
with signatures, beer basket, Im back t shirt.
iii. Long stays good rooms, smooth check in, last nights dinner on the
house, welcome card etc.
iv. Ayurveda package good room, follow up on Ayurveda diet, doctor to
meet the guest on arrival, frequent follow up with the doctor
Group check-ins needs to be well planned. Pre allocated rooms
according to the rooming list; keys etc. have to be kept ready in advance.
Either individual passport need to be collected or the passport list to be
collected from the group leader. Make sure that the list has all the
required information.
Try to know the arrival time, place of arrival from and also if the group
would reach the hotel for meals. The information needs to be
communicated to the concerned people.
Try to mobilize maximum staff members for welcoming groups.

40

 All Information regarding special guests / repeats, their preferred room,

special requirements etc. needs to be logged and followed upon.
No shows to be communicated on time.
Over bookings to be coordinated with CRS & dealt with as per the
situations.
Checking Out a Guest
Every guest at checkout should be viewed as a potential repeat client and
therefore valuable source of business to the hotel. Thus handling
checkouts efficiently and courteously is an important task of front office.
Preparing and presenting bills to the guest is a task that requires
knowledge of the hotel billing systems and equipment as well as knack
with figures.
At the end of each day a departure list is prepared (list of all the guest
due to depart the following day). Check for billing instructions, all
clarifications with regards to receipt, transfer rates etc. to be clarified.
Keep your work area tidy.
Check for the tariff applicable (as per the room types, pax, no of nights
etc.) and for any special instructions.
Ensure all the charges are posted and the supporting is in place.
The method of payment should be checked.
Ensure the required stationeries (bills, cash receipt books, encashment
slips, credit card rolls, stapler, envelopes etc.) are available and handy.
Once the guest informs that they are ready to check out, the baggages
need to be collected and their bills to be kept ready for settlement.
Greet the guest.Reconfirm the name of the guest along with the room
number.
Ask for a moment and prepare a guest entries report. Check for minibar
consumption and add the amounts (cross with the information given by
the HK staff) with all supporting documents present the bill to the guest
for verification.
Ensure there are no missing bills.
The bill needs to present to the guest and necessary explanations to be
made.
Ensure all bills have guest signatures.
Help the guest by explaining heads like room rate / plan rate, club house
etc. If the guest is fully convinced proceed with the procedure. If not,
cross check with the corresponding department and try to be just to the
guest. In case of discrepancy, inform the manager for advice on the next
step.
All clarifications of the guests to be answered in a professional manner.
Reconfirm the method of payment with the guest. (cash INR & foreign
currency, cheques, travelers cheques, credit cards, credit to authorized
agents)

41

 If voucher payment, make sure the voucher is duly signed by the guest
and check whether the bill is in accordance with the voucher.
Payments in the form of cash need to be given a receipt and all credit
card payments, the signature of the credit card slip needs to be
authorized.
Make sure that credit cards are returned to the guest without fail.
Take bill outs. Apart from the original, print 2 nos each of the room tariff
and the statement bills. Give the original bill to the guest after signing the
same (depending on the booking mode).
The duplicate copies need to have the signature of the person handling
checkouts and also the signature of the guest in one of the copies.
The original of the bill to be given along with all supporting in an
envelope.
Keys to be collected without fail. Loss of keys to be charged and
reported. In case the guest is using the room till late, please reconfirm the
time till when the guest can use the room and at the time of check out
follow up on bags, vehicle and key.
Inform HK about the check out.
Get feedbacks from the guest.
Get the guest to fill the guest book
Check regarding the vehicle. Announce on the PA system for the vehicle.
Ensure that the bags have been picked on time.
Vehicle to be ready at porch when the guest finishes the check out. Load
the bags after the guest checks the same. In case of left baggage, tag the
information of the guest and keep safe. Necessary information to be
logged.
Thank the guest and bid them a warm farewell.Do give the guest a warm
invitation to return.
The duplicate bills, GRCs, credit card slips, all correspondence, passport
details need to be sorted, arranged and kept in the rack for forwarding to
accounts.
In case of groups checking out,
Advance planning and organizing in case of group checkouts.
Reconfirm the time of baggage down and actual checkouts.
Billing format for extras, key, and minibar to be kept ready and
updated.
Set aside an area for baggage to be left before it is loaded into the
coach.
Bellboys as per the requirement to be ready well briefed.
Keys to be monitored.
Check on the receipt of all amounts.
Ensure a warm see off.

42

Travel Desk Functions

A guests query or booking for a taxi or activity is intimated to the travel
desk and corresponding arrangements are done.
Should be aware of information regarding distances, destination, tour
programs, guides, taxis etc.
All such information to be informed to guest as and when required
One should be aware of the charges applicable, the costs borne, the
issues involved.
Ensure a value added service to the guest
Every trip should be followed with a trip sheet with details of the trip,
the guests signature, room number, drivers name, area for feedbacks.
All bills should have appropriate trip sheets attached.
Bell Desk functions
The bell boy is assigned daily by the housekeeping. The bellboy
assigned for FO needs to be around the FO always. Any change of
location should be informed to the FO.
Setting the welcome set.
Setting the welcome drink counter.
Lobby toilets to be kept clean and tidy.
The counter and the lobby to be maintained neat and welcoming always.
The status of check ins & check outs need to be updated
Baggage tags to be kept ready by the bellboy.
Guests need to be helped with bags at check-ins & check outs.
The safety and cleanliness of the bags need to be maintained.
Use the trolley for transferring bags. Cover bags during rains.
The lobby control sheet needs to be updated daily by the
bellboy.Checking mini bar and informing FO.
Collecting keys and handing over to FO.
Room shifting.
Handing over of left items.
Checking status of umbrellas.
Collecting indented items from stores.
Handing over of message slips and tags in the room.
Telephone Handling
This function of Front Office includes the following
Using Directories
Receiving Calls
Transferring Calls

43

 Holding Calls
Making Calls
Wake up calls
Files & Registers maintained

Attendance
Log book
Message book
Cash handover register
Message slip
Stock ledger
Encashment
Cash receipt
Minibar bill book
Indent book
Requisition book
Complaint book
C-form
Monthly & daily correspondence
Guest folio
Lobby control sheet
Room position chart
Internet register
Arrival list
Occupancy chart
Housekeeping status report
Room status report
Tabular ledger
Interoffice Communication
Induction file
Other correspondence
Lost & found
Exchange rate
Outgoing fax
Xerox book
Tariff
Guest comments book

44

HOUSEKEEPING DEPARTMENT

The Housekeeping Department is responsible for cleanliness,

maintenance and aesthetic upkeep of the hotel. Just as the nomenclature
signifies the role of housekeeping is to keep the house clean, comfortable and
safe. As we enjoy the sparkling home ourselves and guests, the housekeeping
department takes pride in keeping the hotel clean and comfortable to create A
Home Away From Home.
The Housekeeping department is the nerve center of the hotel. It takes a
well-organized approach and technical understanding to enable housekeeping
to cope up with the volume of work. Housekeeping standards have a direct
bearing on forming a lasting impression and positive feeling in the guests
mind.
HousekeepingOrganization Chart
Executive Housekeeper

Asst.
Housekeeper

Sr. Supervisor

Supervisor

Linen
Keeper
Linen
Attendan

Trainee
Sr. Store
Room Maid/ Supervisor
Superviso
Housekeeping
Trainees
Cleaner

Sr.
House
Man

Desk
Attendant
Pool Boy

45

Housekeeping Process Flow Chart

Housekeeping gets
expected arrivals of the
day from the Front Office

Expected arrivals
made from the
reservation diary by

Housekeeping blocks
the room. Room may be
vacant or departure

Vacant room to be
cleaned.Supplies to be
checked.Housekeeper
to check the cleaning.

Cleaning of
departure
room.Housekeepe
r to inspect.

Guest arrival. FO informs HK.

Baggage sent to room.

Welcome

HK welcome call to guest room.

Guest requests extra towel or
pillows etc. which are then
serviced.

Blocked room
checked for
maintenance
complaints and
rectified
For VIP guests fruit
basket/cookies kept
by F&B on
intimation by FO
Guest supplies like soap,
shampoo, toilet rolls,
match boxes are indented
for and drawn from main
store.

Room cleaning by housekeeping staff.

All occupied rooms, linen changed.

Laundry collected from guest during stay

and returned after washing on the same
day
Departure intimation from FO.Baggage
down. Room keys collected.

Laundry bills given to

FO after guest
signature.
Courtesy call given by HK
for eliciting response from
guest regarding stay

46

Desk Control
The Housekeeping Control Desk is the nerve center of the
Housekeeping Department and it co-ordinates with the Engineering
department, the Front office, the F&B department and the guest.
When a call is received at the Control desk, the desk attendant fills up
the desk control register with the room number, details of request and
the name of the receiver of the call.
The message or request is conveyed to the respective floor staff in case
of HK request and to the Engineering department in case of maintenance
complaint.
The rectification of complaint or the completion of requested service is
double checked by the desk attendant by getting the confirmation either
from the guest or the concerned staff.
At the end of the day, as a control measure, the days requests or
complaints are double checked by the supervisor and signed.
Functions
Generally Housekeeping is concerned about the following:

Courtesy call
Room cleaning
Bathroom cleaning
Waste reduction
Making bed arrangement in rooms
Cleaning pool surroundings
Cleaning the public area
Inspection of room and public area by Housekeeper
Lost and Found articles
Requisitioning guest and cleaning supplies
Laundry services
Handling guest laundry
F&B linen
Staff linen

47

Registers and files

Desk Control Register

Courtesy Call Register
Lost and Found Register
Executive Laundry Register
Contract Laundry Register
F&B Linen Exchange Register
Guest Laundry Register
Gardening Log Book
Housekeeping Stock Register
Flower Supply Register
Pest Control Register
Housekeeping Room Inspection Register
Housekeeping Staff In/Out Register
Floor Linen Sheet
Floor Consumption Sheet
Approved Service Provider List
Minibar and Coffee Consumption Maker Register
Minibar and Coffee Maker Stock Register
Minibar Bill Register
Air India Laundry Register
Jet Airways Laundry Register
Location Register

48

FOOD AND BEVERAGE SERVICE

Organization chart
F & B Manager

Bar Manager

Asst. Manager
F&B

Bar Attender

Restaurant
Manager

F&B
Controller

F&B
Supervisor

Asst. Manager
Restaurant

F&B Executive

Sr. Captain

Captain

Tr. Captain

Sr. Steward

Stewar
d

49

Food& Beverage Outlets at UdaySamudra

Cafe Charlie
Grass Hopper restaurant
LoungeSnack Bar
Grillrestaurant
Horseshoe Bar
Move n Pick ice cream station
Room service

Procedure at Restaurants
The service cycle at a restaurant follows the sequence given below:
i.
ii.
iii.
iv.
v.
vi.
vii.
viii.
ix.
x.

Preparing restaurant for service

Taking reservations
Receiving guests
Taking orders
Service of meat
Service of beverages
Clearance of table
Presenting of bill
Escorting and bidding farewell to customer
Preparing for the next service

The restaurants offer both A la carte and Buffet services. The timing of
the meals of a day are: - breakfast: 7.30-10.30, lunch: 12.30-15.00 and dinner:
19.30-22.30.
Room Service
At the office, there will be an order taker whose sole responsibility is
picking up the phone within three rings and taking the order and records it in
the Control Sheet. Room number, Order-in time, type of service requested, are
recorded in it at first. Runners, the people who take the order to the respective
rooms, also record the same in a card which looks exactly the same. They set
the trolley with the requests made and take them to the room. The time when
the trolley is taken out is recorded as order out time in both the control sheet
and the card with the runners. When the guest finishes the meal, the runner
clears up the trolley. This time is recorded as clearance time.And later, remarks,
if any are recorded.

MISE-EN-SCENE

50

Mise-en-scene, the French term means to prepare the environment of the outlet
before service in order to make it pleasant, comfortable, safe and hygienic.
Before each service session, the restaurant should be made presentable enough
to receive t h e guests. The supervisor or team of waiters should ensure the
following mise-en-scene:

Carpets are well brushed or hovered.

All tables and chairs are serviceable.
Table lights or wall lights have functioning bulbs.
Menu cards are presentable and attractive.
Tent carts or other sales material are presentable.
Doors and windows are thrown open for sometime to air the restaurant.
This should be followed by closing the windows and doors and setting
the air-conditioning or heating to a comfortable temperature.
Exchange dirty linen for fresh linen.
Table cloths and mats are laid on the tables.
Replace wilted flowers with fresh flowers
MISE-EN-PLACE
Mise-en-place, the French term means to putting in place is attributed to the
preparation of a work place for ultimate smooth service. It is widely used in the
food and beverage service department in everyday hotel operations. Before
service commences, the staff should ensure that the station is in total readiness
to receive guests. A station comprises of a given number of tables which are
attended by a given team of waiters. Mise-en-place involves:
Side stations should be stacked with sufficient covers for resetting the
restaurant after the first sitting is over. Extra linen, crockery, cutlery,
glassware and ashtrays should be kept handy so that they are readily
available for use.
Cruet sets should be cleaned and filled on a daily basis.
Sauce bottles should be filled and the necks and tops of the bottles
wiped clean.
Butter, condiments and accompaniments for service should be kept
ready for use when needed.

KITCHEN

51

Kitchen Organization chart

Executive
Chef

Kitchen
Stewarding
Supervisor

Sous
Chef

Kitchen
Supervisor

Chef de partie

Demi Chef de
partie
Commis

Commis II

Bar Attender

Commis III

52

Divisions of Kitchen at UDS

Continental
Indian

North Indian
South Indian

Chinese
Tandoor
Pantry
Butchery
Bakery
Pastry
Indian sweet

KITCHEN UTILITIES

Other than the above mentioned job positions in kitchen, there also
kitchen utilities, who are responsible for cleaning the kitchen equipment.
There are 16 utilities at UDS headed by a Utility Head.
INTERDEPARTMENTAL CO-ORDINATION
Kitchen has to co-ordinate with the other departments for the following
purposes:
F&B Service: there should be a very close co-ordination with this department
as they are various F& B service outlets for which food has to be sent to all the
outlets by taking care of their type of food, quantity of food and different food
pickup times.
Service outlets have to informed well in advanced regarding the bookings. As
per that the kitchen personnel prepares the mise-en-place well in advance for
the smooth operations.
House Keeping: This department plays a major role in keeping the various
kitchen uniforms neat, hygienic and clean at all times. Staffs on both sides have
to co-ordinate to maintain high standards of professional upkeep.
Front Office: The kitchen department receives information regarding group
arrivals & departure dates of the guests which is important and also VIP guest
his favorite food items and special instructions for the food preparation. Every
day this department sends the house count to the kitchen.

53

Sales & Marketing: The personnel in this department strike deals with various
people and organizations for corporate meetings, conventions, celebrative
parties, etc. normally these parties are routed to the Banquets department. The
same is being instructed the kitchen for the preparations of food and the pickup time with co- ordination with Banquets department.
HRD: This is an important department as F&B relies here in recruiting and
dismissal of skilled manpower for running their operations smoothly with the
co-ordination of executive chef. The salaries and other benefits, training etc. of
the F&B staff are given by the HRD department.
Security: This department takes care of the timings of the kitchen staff.
Sometimes they have to take care of the kitchen equipment which are placed in
various F&B outlets for food pickup.
Purchase and Stores: The co-ordination with this department is very essential
for purchase of food items with their specifications. With the help of the
purchase department the access to the food suppliers should be maintained very
smoothly for the supplies of food commodities i.e. perishable and nonperishables and also special ingredients for the special events.The stores has to
co-ordinate with kitchen for the storing and issuing of food commodities round
the clock.
KITCHEN CONTROLS
A. GARBAGE DISPOSAL
It is important to store garbage correctly before it is disposed off. It should not
be left overnight near the kitchen area. The kitchen area is warmer than the
other areas and decay is faster near the kitchen. The ideal storage area is in a
yard behind the premises. Garbage should be filled in bins and these bins
should be kept in the coolest place. Care should be taken to ensure easy
cleaning and absence of pests.
The garbage storage area should be large enough for the amount of garbage that
will accumulate.
B. STANDARDISATION
Standardized recipes
To place into effect a solid control system in many restaurant,
standardized recipes are a necessity. The control the quantity and quality of
ingredients used to prepare a particular dish, as well as controls the portions
that are to be served.
They are also a necessity tool in figuring the cost. Simply having
standardized recipes in an operation is not enough. It is imperative that
everyone follow them. Any deviation from the standardized recipe results not

54

only in poor quality, but inaccurate cost being figured for that item and,
consequently, an incorrect selling price
C. PORTION CONTROL
Portion control means controlling the size or quantity of food to be
served to each customer.
Portion control equipment
There are certain items of equipment which can assist in maintaining
control of the size of the portions:
Scoops, for ice-cream or mashed potatoes
Ladles, for soups and sauces
Butter pat machines, regulating pats from 7 g upwards
Fruit juice glasses, 75-150 g
Soup plates or bowls, 14, 16, 17, 18 cm
Milk dispensers and tea-measuring machines
Individual pie dishes, pudding basins, mould and coupes

55

STORES AND PURCHASES

Stores and Purchases Organization chart

Purchase Manager

Store Manager

Store Helper

Stores and Purchases Process Flow Chart

Dept will make store
indents

Store keeper checks with the

bin card and makes purchase

Purchase officer checks

the purchase order
andprepares purchase

Given to supplier to
supply products

Purchaseofficer checks
the goods received

Security check on
receiving goods

56

The purchasing process starts with the initiation of demand lists by the
concerned departments and is completed with the goods are received in the
hotel. The demand lists are made on monthly basis and these are not valid for
the next month. The demand list should duly be signed and approved by the
General Manager and Financial Controller and should be within the allocated
budget:-

Hotel purchases can be segregated into following categories:General purchases

Engineering purchases
Food, beverage & grocery purchases
Operation departments purchases
Capital purchases
Misc. purchases (purchases other than store items)
Fuel & maintenance of vehicles
Promotional and Advertising

Procedure for initiating demands

Demand for general store items will be initiated by the store supervisor. A
minimum and maximum par stock of each item should be set, since items of
printing and manufacturing takes time therefore, for setting the par of these
items coordination with purchasing department is encouraged. In this regard
assistance from purchasing department may be requested.
Demand list for store items based on the closing stock should reach the
purchasing department by the 3rd of every month duly signed by financial
controller (who will verify it with the allocated budget).

57

 Purchasing department is responsible to compile the demand lists as soon as

possible and get these approved by the general manager.
For items other than stores, the concerning department is responsible for
initiating the demand. These demand lists should also reach the purchasing
department by the 3rd of every month duly signed by FC (who will verify it
with allocated budgets). To regulate this procedure cost office is responsible
to compile the lists in a file and present it to the purchase department. The
format for presenting the demand lists is as follows:
Department should seek assistance from purchase department regarding
the unit price to be mentioned in the demand lists. This should be done before
the start of the month and lists should be presented to the purchase department
duly signed by FC by the 3rd of every month. The information regarding the
exact quality and specification of the items should also be passed on the
purchase department.
Action by purchasing department
On receipt of demand lists from departments, the purchasing department
would segregate these into the following categories: General store demand list
Grocery store demand list
Engineering store demand list
Beverage store demand list
Housekeeping demand list
Laundry demand list
Stewarding demand list
Sales & Marketing demand list
Fuel & Maintenance demand list
Miscellaneous demand list

58

Receiving of Goods.
All the items purchased are required to be delivered at hotels receiving area.
The receiving supervisor acting as an agent of the hotel will receive the Goods
and do the documentation.
Payment to vendors
Vendors are to be paid on the basis of their monthly supply by the 15th of
every month. Vendors should be informed at the time of payments of any
deductions made for any reason.
Administrative responsibilities of purchase manager
Purchase manage is responsible for overall activities of purchasing
department.

ENGINEERING
The engineering departments responsibilities include preventive
maintenance; repair; replacement; improvement and modification to furniture,
fixtures, and equipment (FFE); and ensuring uninterrupted provision of utilities
(gas, electricity, water).
Preventive maintenance involves routine checks and inspection of the
key components of all equipment. Maintenance of recreational facilities may be
part of the engineering departments responsibilities. In particular, swimming
pools require extensive maintenance to ensure proper filtration and to prevent
the accumulation of algae and other conditions unsuitable for swimming.
Prompt repair minimizes loss of productivity in other hotel operating
departments and inconvenience to hotel guests. When a particular FFE has
reached the end of its useful life and repair is no longer cost-effective,
replacement is indicated. Improvement projects enhance the existing operation
or reduce operating costs of the facility.
Modification projects alter the existing operation to accommodate one or
more new functions. UDS has maintenance personnel who have general

59

knowledge and understanding of the hotels operations but rely on outside

contractors for specialized jobs.

60

ACCOUNTS
The accounting departments traditional role is recording financial
transactions, preparing and interpreting financial statements, and providing the
managers of other departments with timely reports of operating results (line
functions). Other responsibilities, carried out by the assistant controller for
finance, include payroll preparation, accounts receivable, and accounts payable
(staff functions).
Another dimension of the accounting departments responsibilities deals
with various aspects of hotel operations, cost accounting, and cost control
throughout the hotel. The two areas of central concern to the accounting
department are rooms and food and beverage. The accounting departments
front office cashier is responsible for tracking all charges to guest accounts. At
the close of each business day, which varies by hotel but typically occurs at
midnight or after the bulk of guests transactions have been completed (i.e.,
check-in, restaurant charges, retail charges, etc.), the night auditor is
responsible for reconciling all guest bills with the charges from the various
hotel departments. Although the front office cashier and the night auditor
physically work at the front desk and, in the case of the cashier, have direct
contact with guests, they are members of the accounting department and report
to the assistant controller of operations.
The food and beverage department may be responsible for food
preparation and service, but the accounting department is responsible for
collecting revenues. The food and beverage controller and the food and
beverage cashiers keep track of both the revenues and expenses of the food and
beverage department. The food and beverage controllers job is to verify the
accuracy and reasonableness of all food and beverage revenues.
In addition to tracking and preparing daily reports on the costs of the
food and beverages used in the hotel, in many cases the accounting department
is also responsible for purchasing and storeroom operations. Finally, the
director of systems is responsible for designing the accounting and control
systems used throughout the hotel.. The accounting department is also
responsible for collecting and reporting most of a hotels operational and
financial statistics, which provide important data for decision making and
budget preparation purposes. The head of the accounting department may
report not only to the hotels general manager but also to the hotel chains
financial vice president or to the hotels owner.

61

SECURITY DEPARTMENT
Problems can be created by guests, employees, or intruders. Security
breaches can result in embezzlement, theft, arson, robbery, and even terrorism.
At UdaySamudra, the security function is contracted to an outside security
company.
The general responsibilities of security include:
i.
ii.
iii.
iv.
v.
vi.
vii.

Handling of electronic locks and keys.

Security to the guests rooms.
Control of unauthorized entry on premises.
Protection of assets.
Conducting emergency procedures.
Proper transmission of communication or information in case of
emergencies.
Maintain security records and staff security procedures.

62

CHAPTER 5
ANALYSIS OBJECTIVE WISE

63

Objectives of the study andAnalysis

i.

Study organizational profile of UdaySamudra Leisure Beach Hotel

The profile of the company has been collected and recorded. The
types of rooms and their tariff has been recorded. All the different kinds
of services provided by the hotel has been studied and recorded. In
addition their future plans, objectives, awards won have also been
recorded.
It is observed that the hotel has prize winning facilities and staff.
But these need to be improved by details. And the staff need to be
motivated in order to get maximum from them. The rooms need better
maintenance, maybe even renovation if the hotel wishes to achieve the
goal of becoming second largest in Kerala. The quality of service and

ii.

those who provide them should be improved as well.

Familiarization with the industry
The history, the trends of hotel industry, the different types of
hotels, the departments in each hotel, the services and facilities provided
by hotels and information about hotel industry in India has been studied
and recorded.
According to the classification of hotels, UdaySamudrais

iii.

medium-sized, resort, luxury, semi- residential, ecotel.

To understand the hierarchy of staff members, how authority is
delegated, and communication between various grades of employees
The hierarchy of each department in UdaySamudra has been
studied and recorded. Even though there is a set hierarchy for all the
departments and the organization as a whole, this chain of command is
not followed through but needs to be so that jobs are taken seriously and

iv.

performed well.
To understand the development of the hotel
The history of UDS and its present condition has been studied
and future plans also recorded.
UDS started with just 33 rooms and now it has reached 207
rooms. But the quality of the rooms is poor. But it, continually, keeps

64

making plans for the upgradation of the hotel which can lead to its
v.

becoming a 5-star hotel.

To identify the strengths, weaknesses, opportunities and threats faced by
the organization.
An analysis of the strengths, weaknesses, opportunities and
threats has been done in the next chapter.

65

CHAPTER 6
SWOT ANALYSIS

66

STRENGTHS
Location
Most of the tourists like UdaySamudra because of its proximity to the
city and to the beach areas. The proximity to one of the best beaches in
India is definetly its strength.
2. Physical Appearance
UDS has really become large in size within a span of 12 years. From just
33 rooms, it now has 207 rooms. Three swimming pools, and more nowhere
to be seen facilities, make it unique.
3. Good welcome and friendly attitude of staff
The tradition of welcoming guests here is a very impressive one. The
staff here are so friendly that most of the guests mention it on the comments
book and in reviews in the internet. The staff here are willing to take more
than their share of work and work extra time (without even being paid for
it).
4. The Conference Halls
UDS has 3 conference halls- Vizhinjam with 450, The Terrace with 120
and Board Room with 20 capacities. MICE is the marketing strategy of
UDS for the off-season.
5. Prices
The hotel is doing well even during off-season because of the low prices
of its rooms. Its one of the best that a middle income family can afford.
6. Best food
The food here is better than any in the neighbourhood and it attracts the
guests to the hotel.
Good planning
The planning function of the management here is for continuously
upgrading the place. Plans for the improving the standards at all
departments are made with respect to the standards of its international
counterparts.

67

WEAKNESSES
1. Space constraints
UDS though a big hotel, is not a resort, owing to space limitation.
2. Quantity and quality of staff
The number of staff even though more as per budget, lacks the sufficient
quality. The hotel should be employing people with hardcore experience and
withstanding capacity.
3. Slow work
With lack of efficient employees things in most departments work very
slow and that really frustrates the guests.
4. Narrow entrance, small lobby and lack of spacious dining areas
With 207 rooms in a hotel, people expect a better entrance and lobby. A
person does not get impressed with the first impression of UDS. After all the
first impression is the best impression.
5. Chain of command not followed
The instructions and flow of command does not follow the chain of
authority set in the management hierarchy. As a result, the tasks are not done
as they should be and job positions are not taken seriously.
6. Set standards not followed
The standards of procedures are not followed in most departments. The
staff dont even stick to just their job descriptions because of lack of
employees, they have to let their responsibilities overlap with other job
positions, ending up doing more than their share of work.
7. No job satisfaction among employees and high labour turnover
Most of the employees there are working overtime, taking up more than
their job responsibilities and receiving low pay. Low job satisfaction means
low interest in work and eventually high labour turnover. And UDS is
experiencing that.
8. Marketing action
Marketing actions are not still to a clear style. Planned marketing
schedules have not been conducted and hence it will slowly eat up the
marketing share. It is important to note that planned marketing schedules are
supposed to be done on time and no excuses will help bring the business in,
without efforts.

68

OPPORTUNITES
Unexplored potential
As India is still at its infant stage, the potential in the coming years will
be tremendous. Many ignored tourist spots have been revived and better
transportation facilities have been added. Development of places like
Munnar and Thekkady can influence the tourist flow to Kodaikanal and
Ooty.
Low cost airlines
More airlines coming in and better opportunity and offers for the
travellers, the destination will really do well in the coming months.
International airport
Trivandrum will sure do good in the years to come with more airlines
coming to the operations and also expansion of the airport will bring better
airlines to come to Trivandrum and will really boost the image of
Trivandrum and Kovalam.
MICE as the destination
With more airline coming in and more hotels coming in the corporate
has started preferring Kovalam as their destination to do company
conferences. Kovalam is preferred next to Goa.Maybe within a span of
2years Kovalam will be the most preferred destination by any corporate for
their annual conferences.
Innovative packages
Innovative packages like honeymoon by the beach with Helicopter
drops and pick-ups, get married on the beach, launch your product by the
beach and Kerala ethnic packages, festival packages, rustic packages can be
promoted in a large scale.
Changing attitude of the Indian tourist
Visiting tourist spots and spending holidays outside their homes were
not the interest of the middle class and the average Indian families a few
years back. Thanks to the airline companies coming out with special
packages whichbuilts up in the fair itself for holidays and with the food and
accommodation etc. this has really made the Indian tourists to go to
different places and explore.
Present budget impact
The present budget passed by the government is in support for the
tourism industry and provides better opportunities for the entrepreneurs and
also for the tourists to fly or use railways for their holidays.

THREATS

69

1. Not only marketing but finance planning is also important

Top management has to insist on reports, which should be taken on dayto-day basis and the sales and the expense to be clearly put up. Monthly
reports to be clearly drafted and reported with clear cut explanations.
2. Government attitude
Even though the present tourism minister Shri.Kodiyeri is very
enterprising, there is a clear lack of planning and course of implementation
strategy. Kerala maybe winning applause but basics like infrastructure are
still in the initial stage. There are plenty of hotels coming up and what we
lack is tourism planning. Development of telecommunication services,
cleaning drinking water, uninterrupted power supply are some of the
inadequacies in infrastructure of Kerala or in India itself.
3. Wrong planning
Wrong planning of constructing during the season and improper
financial handlings will sure create a serious threat to UDS growth and it is
really important that only the satisfied customers will come back and
customer aspects should really be borne in mind.
4. Selling efforts
Selling has to be more aggressive and UDS will have to adopt quantum
jump process. The untapped markets like Indore, Bhopal, Nagpur,
Lucknow, Chandigarh, Kolkata etc. has to be seriously visited and action
taken. Same way it is high time that a European trip and a Russian mart trip
were taken to bring better business opportunities.
5. International marketing getting cheaper
Singapore, Malaysia, Hongkong and Bangkok are sold on throwaway
prices. Comparatively it is cheaper to go to these places than to Delhi or
Mumbai or Kerala. Corporate feel motivated in having their conferences
done abroad.

70

CHAPTER 7
FINDINGS, CONCLUSIONS AND
SUGGESTIONS

71

FINDINGS
Positives
i.
ii.

iii.
iv.
v.

vi.

vii.

UdaySamudra is a haven for middle income families with facilities and

services which are value for money.
The ever-friendly and hard-working staff,who are willing to take
responsibilities, which are not in their job-descriptions or come under their
department, too, is its strength.
The hotel has some facilities that cannot be competed with like three
swimming pools, a state-of-the-art Ayurveda center, beauty parlour, spa etc.
It conducts Awards Night for travel agents and other shows during offseason which is a good marketing technique.
It has taken up the Green initiative, sticks to using non-plastic items to the
maximum extent. Environment-friendly in a hotel is a quality to show-off
and not easy at the same time.
The Human Resources Department is functioning in a better way than any
other department. It takes its responsibilities pretty seriously. It conducts a
grievance council for the workers from time to time and also makes policies
for provision of leaves in addition to the offs given a month.
The hotel staff, without fail, collects feedback and comments from the
guests at any point of their stay at the hotel.

Negatives
i.

ii.
iii.

iv.
v.
vi.
vii.

UdaySamudra is running dangerously low on efficient staff due to either

employee turnover or not being given good training or due to
employingcandidates with not enough experience or will to work. The
quantity of staff is higher than the hotels budget can handle but the quality
is much lower.
The training given to the trainees or new employees lacks standard.
It had planned on becoming the second largest hotel a few years back but
its miles away from reaching this goal. Poor management could be one of
the reasons.
The managers of departments are not keen on improving or solving the bad
comments, as they are on collecting them.
The personnel at all the departments get a very low pay package compared
to the workload they have. This results in very low job satisfaction.
The rooms at UDS especially the suite rooms are of low standard and tiny
details all around the hotel are ignored.
The staff lacks devotion towards their respective jobs. They are not keen on
doing a job in the best possible way.

SUGGESTIONS

72

1. UdaySamudra Leisure Beach Hotel is a hotel well known for its everfriendly staff but the executives and managers here have a hectic workload
due to lack of sufficient number of staff. The number of employees is
currently very low at the front office. It needs to act, sooner than later, to
recruit more employees at the operational level so that division of work is
possible. The Human Resource Department can undertake campus
recruitments and give advertisements in newspapers for hiring the required
staff. More staff would mean division of work in a bearable way which is
needed since most of the employees are working 13hrs a day.
2. The hotel should be offering a better pay package for its operational level
employees. This would serve necessarily three purposes: it would stop
employee turnover (which is a concern for this hotel), motivate them to
cope with the workload (which is stressful) and also attract new and more
efficient employees to work here (which is a necessity).
3. Not just quantity, but the quality of personnel, matters. The little number of
employees, that the hotel does retain somehow, has to have not just the
qualification for the job but the qualification to make UDS the Ultimate
Destination of Service. The training imparted to new employees and
trainees should be exceptional. The employees attitude and their devotion
can create a brand image, in itself, for the hotel. A hotel must be known for
its service which is hospitality, and hospitality comes from the humans at
the hotel and not its facilities, for the facilities only facilitate when the
staff make the guests feel like using them.
4. A hotel can take care of other families only when its employees have
feeling of family among themselves. UDSs policies must be in favour of
not just the guests but the employees as well. Policies for sick leaves in
addition to 4 days off a month would be accepted with gratitude among the
employees and it would prove to be a motivation as they would feel some
relief amidst the ever-consuming workload. More such policies should be
implemented for the sake of the staff, for the staff is what keeps UDS
running.
5. When the operational level personnel are less at the Front Office, the total
number of staff, at the whole hotel, is more than it can handle (as per its
budget). The Human Resource Department can take steps to find out the
adequate number of staff that it can handle (with respect to its budget),
determine the number of staff required at each department (with respect to
their operations), conduct a performance appraisal and then retain only the
efficient employees. With all the over-the-budget staff numbers, UDS will
only be incurring unnecessary costs.
6. UdaySamudra, at first glance, seems like a splendid place to stay in, but, at
close inspection, only partially. It would be a perfect destination for middle

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class families or individuals and lower but not for the high income groups
because there are better rooms, facilities and services at some hotels in the
neighbourhood. Tiny details matter a lot and UDS has a lot of these to be
concerned about in every department, some would be: - maintenance
department may have to pay little more attention to nails sticking out of
extra beds, discoloration and rust on lamps, ugly tiles, the housekeeping
department needs to be cleaning the rooms better, making the beds in a
better way, the washed sheets still have stains on them and the like. Time is
definitely a limiting factor for them but if small things attended to well, will
be an added quality.
7. Its high time UDS started taking the comments and feedback of the checkout guests seriously because check-out guests might also bring in new
guests depending upon their experience at the hotel. If a hotel is successful
in drawing customers, it must also be obliged to deliver the promised
service to them. What UDS can do is take a leaf out of the book of the big
hotels in the industryand start fixing responsibility. Whenever theres a
complaint, find out the exact person or reason for it and solve it, so that it
doesnt happen again. Mostly the complaints at UDS are for room service,
late service at restaurants, unclean rooms. For these complaints, the
concerned department must be looked into and the person responsible found
out and actions taken so that such things dont happen again.

CONCLUSION

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King in his book describe the hospitality may having four attributes
which is must have a relationship between individuals who take the roles of
host or guest, this relationship may be commercial or private (social), the keys
to successful hospitality in both the commercial and private include knowledge
of what would evoke pleasure in the guest and hospitality as a process that
includes arrival, providing comfort and fulfillment of guests wishes, and
departure. Tourism industries are not same as the other industry. It is because
we provide the services to the customer besides some of the other industries
provide the tangible product. Thus, hospitality and tourism cannot be separated
since hospitality is the key success to the tourism industry.
In short, tourism industry are not just providing facilities to customer,
services or hospitality is the main key that will determine the successful of the
entity of tourism company. Service providers should provide the best services
ever and must exceed the customers expectation. Only the excellent services
provided will make customer satisfied using any tourism services.

BIBLIOGRAPHY

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Books
AravindGautam, (2010), A Concise Course on Hotel & Hospitality
Management, New Delhi: Axis Publications.
Other publications
UDS-Today, Business Plan, Business Mission, 2007-2008
Welcome Smilers, The Management Standard of Performance
UdaySamudra Brochures and Quarterly Magazines
Websites
http://en.wikipedia.org/wiki/Hotel
www.uds.co.in
http://www.hotelskovalam.com/udayasamudra_kovalam/udayasamudra_kovala
m.html

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