Manpower Requirement in Hotel Industry & Tour/Travel Sector

MINISTRY OF TOURISM DEPARTMENT OF TOURISM

GOVERNMENT OF INDIA

MANPOWER REQUIREMENT IN HOTEL INDUSTRY, TOUR OPERATORS & TRAVEL SECTOR

MANPOWER TRAINED BY DIFFERENT INSTITUTES & PLACEMENT SCENARIO

A MARKET PULSE Report February 05, 2004

Market Pulse: H-20, 1st Floor, Green Park Extension, New Delhi 110 016

Ph: 2618 7043/45, 2616 5305/10 Fax: 2618 9486, E-mail: [email protected]

TABLE OF CONTENTS Chapters Page Nos.

BACKGROUND 1

TERMS OF REFERENCE 2

1.0 PROJECT METHODOLOGY 03-06

2.1 TOURISM IN INDIA : A SNAPSHOT 07-9

3.0 HOTELS IN INDIA 10-18

4.0 EMPLOYMENT IN HOTELS 19-26

5.0 PROFILE OF HOTEL EMPLOYEES 27-34

6.0 RESTAURANTS IN INDIA 35-41

7.0 EMPLOYMENT IN RESTAURANTS 42-54

8.0 PROFILE OF RESTAURANT EMPLOYEES 55-59

9.0 PROJECTED DEMAND FOR TRAINED MANPOWER 60-68

10.0

11.0

TRAVEL & TOUR OPERATORS

HOTEL MANAGEMENT INSTITUTES

69-73

74-77

12.0 TRAVEL & TOUR INSTITUTES

APPENDIX 1

APPENDIX 2

APPENDIX 3

78-82

EXECUTIVE SUMMARY

Recent tourism statistics reveal that both domestic and foreign tourism are on a

robust growth path. This growth will need to be serviced by a substantial increase in

infrastructure, including air-road, rail connectivity as well as hotels and restaurants.

In this context, Department of Tourism (MR Division), Ministry of Tourism &

Culture, Government of India, commissioned our firm– Market Pulse, to assess the

manpower requirement in the hotels and restaurants sector as well as tour & travel

operation.

This study is based on an extensive primary field survey in 27 important tourist

destinations. More than 900 questionnaire-based face-to-face interviews with

personnel in hotels, restaurants, tour & travel operators, hotel and travel/ tourism

management institutes, tourism offices and municipalities have been carried out by

our field research team.

In addition, physical scanning of cities and sections of highways has been done to

estimate the number of hotels, motels and restaurants in the unorganized sector

(refers to small businesses that are not members of any trade body). Analysis of

secondary data from municipal corporations, trade directories, hotel and restaurant

associations has also been used in this estimation.

Some of the key findings of this study are mentioned subsequently.

Hotels in India

There are an estimated 1.2 million hotel rooms in the country. However, the star

category hotels account for a mere 7% (approximately 80000 rooms).

Our forecast is that there will be a total of 2.9 million and 6.6 million hotel rooms

in 2010 and 2020 respectively.

The larger four & five star hotels (along with the heritage hotels) employ on an

average 162 people per 100 rooms, compared to 122 in the One, Two & Three

Star Hotels and 58 in the unorganized sector.

There are almost 750,000 people working in hotels across India. In addition, there

are more than 1 lakh employees working in motels on state & national highways.

Employment is forecast to increase to 3.5 million by the year 2020.

A bulk of the employees (approximately 60%) are working in F&B service,

Kitchen and housekeeping.

Almost 80% of the employees in key hotel functions such as F&B, front office

and housekeeping are young; they are less than 40 years old.

Most employees in the management/supervisory cadres in the front office, F&B

service, kitchen and housekeeping function of the larger four & five star hotels

have a formal hotel management qualification.

Almost half the managers and supervisors of the one – three star hotels have

either a hotel management degree/diploma or a Food Crafts Institute Certificate.

Hotels in the unorganized sector employ largely untrained manpower.

Restaurants in India

Our estimate is that there are at least 140,000 restaurants in urban India.

Delhi and Mumbai account for nearly 15% of these restaurants.

Conventional restaurants account for the largest population (30%), followed by

sweet shops (16%), fast food outlets (16%) and dhabas (13%).

While the number of conventional restaurants ranges between 10-20 numbers per

lakh of population, the total number of eating places could be as high as 86 per

lakh of population (as in the North).

The total number of restaurants could touch 200,000 in year 2010 and 240,000 in

year 2020.

There are almost 1.85 million people working in restaurants across India.

Employment is forecast to increase to 2.73 million by the year 2020.

In addition, there are more than 1.3 million people employed in small restaurants

and dhabas on the state and national highways.

Almost 70% of the employees in key functions of F& B service and kitchen are

less than 30 years old.

Almost 20% of those employed in F & B of conventional restaurants, cafes and

fast food outlets are diploma holders either from private hotel management

institutions or Food Craft Institutes. Dhabas, largely, employ untrained manpower.

Travel Trade Business in India There are approximately 6000 travel trade companies/ firms in the country.

The population of these agencies could be growing at 7.5 - 10% annually.

On an average, each of these travel trade agencies employ 14 – 15 people.

This sector employs almost 83,500 people. Of them, a significant proportion are

in functions such as ticketing, tour operations and accounts/ administration. Our

forecast is that the employment in this sector will touch 242,000 by year 2020.

Almost 44% of the employees in ticketing have a formal IATA/ UTA certificate

or a diploma in travel & tour management; 17% of those in administration also

have a formal education in travel & tour management. Overall, 17.5% of the

employees have formal training in tour and travel management.

Annual Demand for Trained Manpower: A Forecast

The annual demand for trained manpower in hotels and restaurants is likely to

touch 29,000 by the year 2010; this is likely to increase to approximately 39,000 by

the year 2020.

The demand for trained manpower in hotels and restaurants is likely to be

boosted by aggressive expansion of fast food restaurants/ cafe, an increase in 1 –

3 star budget hotels, golden quadrilateral of national highways as well as the

preference for youth in this sector.

The annual demand for trained manpower in the travel and tour sector is likely to

be 1275 and 2075 in 2010 and 2020, respectively.

Training Institutes in Hotel Management/ Food Craft There are approximately 175 training institutes engaged in hotel management and

food craft; 50 of them are government sponsored/ owned. Of the 125 private

institutes, only 47 are registered with AICTE.

A total of 18000 students are graduating with a degree/ diploma in hotel

management or food craft. Of them, only 20% are obtaining training in

government sponsored institutes.

Only 3800 students (21%) are completing diploma/ certificate courses; a majority

of them are completing 3-year degree courses.

These institutes claim 100% placement for the graduating class. However, 35 –

40% of the graduates are joining other emerging sectors such as call centers

because of the following reasons:

• Better salaries in alternative careers

• Poor perceived image of work in hotels

• Reluctance to take up job in the service function of hotels & restaurants

In this scenario, there is likely to be a shortage of trained manpower in this sector. Training Institutes in Travel & Tourism Management There are 172 training institutes engaged in travel and tour management

education; only 11 of them are government sponsored institutes, 78 are affiliated

to universities while the balance are privately owned ones.

Approximately, 17,500 students are completing IATA/ UFTA certified diploma

courses, graduate and post-graduate degree courses.

Strategic Recommendations The present and new hotel management institutes have to train a substantially

larger number of students to cater to the increasing demand in hotels and

restaurants.

In our opinion, the student throughput of diploma and certificate courses needs

to be increased substantially; this could be done by altering the mix of students in

favour of the short-term courses.

Since trained manpower is scarce in the smaller hotels, a training module in the

form of audio and video CDs can be explored.

The existing training infrastructure for the travel and tour sector appears to be

adequate.

A joint sector campaign has to be undertaken to generate pride in a hotel

management career. This will help attract and retain trained manpower in this

sector.

KEY RESEARCH FINDINGS

HOTELS IN INDIA: Present Infrastructure There is an estimated 1.2 million hotel rooms in the country. However, the star

category hotels account for a mere 7% (approximately 80000 rooms); most of the

rooms are contributed by budget hotels, guesthouses and inns, that cater primarily to

domestic tourism.

The metropolitan cities of Delhi, Mumbai, Chennai, Hyderabad and Kolkata, along

with Goa account for 62% of the rooms in the five & four star category. The other

smaller hotels are more geographically dispersed; this results from a strong

correlation between hotels in the unorganized sector and domestic tourism statistics.

Places of pilgrimage such as Tirupati and Haridwar have significantly lower

availability of rooms – 28 & 150 rooms per lakh of tourists, respectively.

Our forecast is that there will be a total of 2.5 million and 5.8 million hotel rooms in

2010 and 2020 respectively. This assumes that the infrastructure growth will keep

pace with the anticipated growth in tourism. The other assumption is that the mix of

hotels will remain the same; however, this might change in favour of the organized

sector, if government initiatives take shape. Geographical spread might also change

in favour of North-eastern states, J&K, West Bengal, Andhra Pradesh, Madhya

Pradesh & Uttar Pradesh.

HOTELS IN INDIA: Employment Pattern & Forecast Employment intensity increases with the size of hotel. The larger Four & Five star

hotels (along with the heritage hotels) employ on an average 174 people per 100

rooms, compared to 122 in the One, Two & Three Star Hotels and 58 in the

unorganized sector.

Employment

Intensity (Employees per

100 rooms)

Total Employment

2002

Total Employment

2010

Total Employment

2020

5/4 star Hotels 174 57,000 83,000 1,10,400

1-3 star Hotels 122 52,500 63,000 83,000

Smaller hotels 58 638,000 14,05,000 32,61,500

Total NA 7,47,500 15,51,000 34,54,900

In addition, there are more than one lakh employees working in motels on state and

national highways.

A bulk of the employees approximately 60% are working in F&B service, Kitchen

and housekeeping. Front offices of the larger hotels account for nearly 7% of the

employees.

Hotel Employee Profile Five/Four Star Hotels: Most employees in the management/supervisory cadres in

the front office, F&B service and housekeeping have hotel management

backgrounds. Almost 90% of the chefs are having a hotel management

degree/diploma or a certificate from a Food Crafts Institute.

Three, Two & One Star Hotels: Almost half the managers and supervisors have

either a hotel management degree/diploma or a Food Crafts Institute Certificate. A

majority of those at junior levels are just graduates or even SSC pass.

Unorganized Sector: Only a few of the managers have a hotel management

degree/diploma. Most of the employees consist of untrained manpower.

Almost 80% of the employees in key hotel functions such as F&B, front office and

housekeeping are young; they are less than 40 years old. In the smaller hotels, more

than 50% are less than 30 years old.

RESTAURANTS IN INDIA: Infrastructure The burgeoning middle class and evolving lifestyle is driving the demand for quality

restaurants – both conventional ones as well as fast food outlets and cafes. Our

estimate is that there are at least 140,000 restaurants in urban India. Delhi and

Mumbai account for nearly 15% of the restaurants. Conventional restaurants account

for the largest population (30%), followed by sweet shops (16%), fast food outlets

(16%) and dhabas (13%). Northern region already has over 10000 fast food outlets

serving Chinese, Western and Indian food.

While the number of conventional restaurants ranges between 10-20 numbers per

lakh of population, the total number of eating places could be as high as 80 per lakh

of population (as in the North).

Employment Pattern & Forecast: The total number of restaurants could touch

200,000 in year 2010 and 240,000 in year 2020. The mix is likely to remain largely the

same; however, fast food outlets and cafes in the organized sector are likely to grow

much faster than the others if one goes by the stated expansion plan of large chains.

Employment Intens y it

(Employees per 100 chairs)

Total Employment

2002

Total Employment

2010

Total Employment

2020

Conventional

Restaurants

26 926000 1226000 1436000

Cafes/Coffee/ Tea Vendors

31 270000 406700 504500

Fast food Outlets 32 284000 401600 487800

Dhabas/Bhojanalays 26 179000 253900 306300

Total NA 1659000 2288200 2734600

In addition, there are more than 1.3 million people employed in small restaurants and

dhabas on the state and national highways. By 2020, even a 10% share for the

organized sector will generate nearly 130,000 jobs for trained manpower.

More than half the employees are in key functions of F& B service and kitchen and

are less than 30 years old.

Almost 60% of these employed in kitchens of conventional restaurants, cafes and fast

food outlets are diploma holders either from private hotel management institutions or

Food Craft Institutes. Only 20% of people in F&B Service are hotel management

degree/diploma holders. Restaurants, employ largely untrained manpower.

PROJECTED ANNUAL DEMAND FOR TRAINED MANPOWER Year 2010 Year 2020

Hotels 7000 10000

Restaurants 45000 45000

Total 52000 55,000

Key drivers of demand for trained manpower are likely to be the expansion of the

organized sector, golden quadrilateral and preference for youth in the hospitality

sector.

Presently, 16850 students are being trained in hotel management, annually. Only 22%

are graduating from the Government promoted institutes. Nearly 40% of them are

pursuing alternative careers in other emerging service sectors (such as call centres).

These statistics indicate that there could be a severe shortage for trained manpower

by the year 2010.

PROJECT TEAM Chief Technical Advisor: Ejaz Hoda (38 years) A graduate of IIT, Delhi and a post-graduate from IIM, Bangalore, has over 15 years

of experience in the area of market research. Brings to the team a marketing focus as

well as experience of diverse products and services. Specializes in consumer research,

statistics and market entry strategy.

Has pioneered the use of databases in marketing, spearheads the research and

development of new research methodologies and techniques such as

mpEVOLUTION & intelliPROBE, has co-authored iConsumer, a comprehensive

research publication on Indian consumer markets and MACCESS 2002 – a unique

report on Indian Men’s Accessories.

Has been the chief research advisor on important assignments for multinational

corporations such as Frito Lay (a PepsiCo), Hyundai Motor, Nestle India, Pillsbury

India and Spice Telecom.

Has also been on the Young Business Committee of Confederation of Indian

Industry (CII).

Chief of Project: Makarand Chaurey (40 years) A graduate of IIT, Kanpur and a post-graduate from IIM, Ahmedabad, has over 10

years of experience in the areas of industrial research, project appraisals and financial

services. Has established cutting edge quality systems and specializes in demand

forecasting and advanced statistical analysis for the industrial & automotive sectors.

Has co-authored iConsumer, a comprehensive research publication on Indian

consumer markets and worked on important assignments for Honda Cars, DCM

group and PVR.

Head of Data Processing & Analysis: Dominic Sebastian (33 years):

Heads the data processing team and specializes in computer-aided statistical analysis.

Has 8 years of hands-on experience with specialized software (SPSS, XLSTAT &

STATS) that enables statistical analyses such as correspondence analysis, multiple

discriminant analysis, significant testing and database management. He is assisted by a

team of 5 data processing executives.

Program Coordinator: Akhtar Siddiqui (28 years)

Heads the field function and is responsible for field briefing, accurate implementation

of sampling plans and quality control in relation to field research. Has played a key

role in mapping different cities and rural areas in terms of consumer demographics,

on an al-India basis. He is assisted by a team of 12 field officers and research

associates.

Research Executives/Associates: Qammar Naseem Ahmad, Prabhat

Kumar, Deepak Raj, Kaushal Kishore and Rajendra Prasad

Have been instrumental in collection of all primary data as well as compilation of

secondary data.

BACKGROUND

India offers diverse opportunities for tourism, be it for leisure or business. Over 2.5

million foreign tourists (including NRI’s & PIO’s) visit India every year. By

comparison, domestic tourism is significantly greater. Statistics reveal that we are

likely to witness a sharp increase in both domestic and international tourist traffic.

The rapid increase in tourism is being fuelled by a wide range of contributory factors

as outlined in the table below.

Tourism Segment Growth Drivers

Domestic tourism Rapidly increasing purchasing power of the middle class.

Better road connectivity

Evolving lifestyle

International tourism Development of internationally acclaimed destinations

such as Kerala & Rajasthan

Favourable perception of Brand India

Attractive market that motivates foreign business

travelers

The growth in tourism will have to be serviced by a substantial increase in

infrastructure, including air-road-rail connectivity, hotels and restaurants.

It is in this context that Department of Tourism, Ministry of Tourism & Culture,

Government of India, has decided to undertake a study to assess the manpower

requirement in the hotel and restaurant sector as well as the tour and travel operation

business.

Our firm Market Pulse has been commissioned to conduct this study. This document

presents the findings of the study.

1

TERMS OF REFERENCE

1. To analyze the job opportunities in the hotel sector by assessing :

Current manpower requirement and the requirement by 2010 & 2020 of different

categories of personnel in star category, heritage hotels, un-approved hotels,

restaurants and cafeterias (both region-wise and state-wise)

The manpower available in the hotel industry and a comparison of the same with

the total workforce.

2. To make an estimate of trained manpower by assessing the number of personnel

(category-wise) trained presently and in 2010 & 2020. The institutes to be

considered are as follows:

National Council for Hotel Management and Catering Technology (NCHMCT)

Private sector and other agencies related to travel and tourism

3. To analyze the placement scenario (category-wise) of the students and quantify

the number of students passing out from various institutes, offering courses

related to travel and tourism. The institutes to be considered would be IHMs/

FCIs under NCHMCT as well as private institutions and other agencies related to

travel and tourism.

4. To assess the current manpower requirement as well as for 2010 & 2020, in the

tour operation and travel sector.

2

CHAPTER 1

PROJECT METHODOLOGY

3

This study is based on an extensive primary field survey, analysis of secondary data as

well as physical scanning of cities. The primary field survey has been carried out in 27

important tourist destinations. These have been selected from different destination

categories on the basis of their tourist traffic.

More than 900 interviews have been conducted by our field research team,

comprising 3 field officers, 2 research associates and a team of 5 field interviewers.

The sample composition is detailed in table 1.1. below.

The interviewee in each of the segments comprised of middle – senior level managers

in the Human Resource departments of large organizations as well as the owners-

managers of smaller organizations. Secretaries and director level officials of state

tourism offices, municipal bodies and relevant hotel associations have also been

interviewed.

The sample has been randomly selected so as to be representative of a cross-section

of that segment.

1.1. Sample composition (Number of Interviews)

Region Cities Hotels Restaurants Travel &Tour

operators

Hotel Mgmt.

Institutes

Tourism offices &

Municipalities

Total

Delhi 42 59 2 11 3 117

Agra 14 18 2 0 3 37

Haridwar 3 10 0 0 3 16

Shimla 3 5 3 1 2 14

Varanasi 5 13 1 1 4 24

North

Amritsar 5 10 2 0 2 19

4

Region Cities Hotels Restaurants Travel

&Tour operators

Hotel Mgmt.

Institutes

Tourism offices &

Municipalities

Total

Trivandrum 11 21 2 1 4 39

Cochin 6 15 2 1 4 28

Ooty 6 14 1 1 0 22

Mysore 3 4 1 1 2 11

Bangalore 8 7 3 3 8 29

Chennai 8 6 1 3 4 22

Tirupati 2 5 2 0 1 10

South

Hyderabad 2 11 2 3 8 26

Kokata 17 33 4 2 7 63

Bhubanesh

war

8 11 2 1 6 28

East

Puri 3 1 1 0 2 7

Guwahati 5 12 1 1 9 28 North

East Shillong 3 9 0 0 2 14

Mumbai 31 77 7 11 7 133

Ahmedabad 10 24 2 2 6 44

Pune 9 20 3 3 3 38

Aurangabad 8 9 1 0 4 22

Goa 15 36 4 2 5 62

Udaipur 10 4 2 1 3 20

Jaipur 7 6 1 2 11 27

West &

Central

Khajuraho 5 6 1 0 2 14

All

India

249 446 53 51 115 914

5

Project Coverage

Hotels All star category & heritage hotels

Others registered with municipal bodies or hotel associations.

Various small hotels/ guest houses/ inns scattered in residential

areas or located in pockets near the railway station, inter-state bus

depots, etc.

Restaurants All conventional restaurants (AC /non AC) registered with

municipal bodies or listed in telephone/trade directories

Fast Food chains

Dhabas/hawkers/ juice corners

Cafeterias, etc.

Travel & Tour

Operators

Organized sector players registered with TAAI

Other small and medium sized travel agencies

Ticketing agents

Hotel

Management

and Travel &

Tour Institutes

Those registered with NCHMCT

Private sector institutes

The states of Jammu & Kashmir and Bihar have not been directly covered in addition

to some union territories such as Andaman & Nicobar, Pondicherry and

Lakshwadeep.

The states covered by our research account for 88% and 94% of domestic and

foreign tourist visits, respectively. Hence, for purposes of estimating national statistics

these contribution ratios have been used.

6

Information Areas

Structured questionnaires (refer Appendix 1) were developed for each of the

segments under study. The information areas addressed by the questionnaires are

briefly mentioned subsequently.

Hotel/ Restaurants/ Travel & Tour Operators

Employment pattern across functions

Age profile of employees

Business particulars

Proportion of temporary employees across functions

Institutes of Hotel Management (both private and NCHMCT)

Batch size, i.e number of students graduating annually

Courses/ Subjects offered

Tenure of the course

Interviews with the officials of municipal bodies and hotel associations were used to

estimate the number of hotels and restaurants in each of the cities under study.

Additionally, comprehensive physical scanning of each of the destinations under

study was carried out to estimate the proportion of hotels (guest houses, inns and

small hotels) and restaurants (including dhabas) in the unorganized sector.

A study of the local telephone and trade directories as well as registered Internet

websites was also used to estimate the number of travel and tour operators as well as

private institutes of hotel management and travel management institutes.

7

CHAPTER 2

TOURISM IN INDIA : A SNAPSHOT

8

Attractiveness of diverse destinations and increased levels of marketing are

transforming India into a thriving tourist centre of the world. Although, India’s shape

of world tourist arrivals is a mere 0.37%, recent statistics indicate a robust growth of

more than 15%.

In addition, growth in the disposable income of more than 200 million people

belonging to the middle class is changing the profile of domestic tourism. Statistics

from Ministry of Tourism and Culture reveal that domestic tourist visits have

increased from 191 million in 1999 to an estimated 272 million in 2002. This

represents a compounded annual growth rate of 17%.

Domestic tourism in both North and North-Eastern regions have registered high

growth rates (20% and 63% CAGR, respectively). While Southern India experienced

a 6% growth, West/ Central and Eastern regions experienced a marginal decline.

The growth rates point towards relative needs for infrastructure development in these

regions.

2.1 Geographic Contribution of Domestic Tourism

39%41%

6% 13%

1%

North South East West & Central North East

2.2 Geographic Contribution of Foreign Tourism

34%23%

8%

35%0%

North South East West & Central North East

9

2.3. Tourist Traffic in Important Destinations (covered by research)

State City Domestic Foreign Total

Hyderabad 7099871 475131 7575002 AP Tirupati 7967264 718325 8685589 Chennai 4635278 310198 4945476 Tamilnadu Ootty 1806969 67014 1873983 Bangalore 5181381 172880 5354261

Karnataka Mysore 1373637 45832 1419469 Cochin 961820 87357 1049177 Kerala Trivandrum 775225 65240 840465 Agra 1543988 682737 2226725 UP Varanasi 3027277 272938 3300215

HP Shimla 1227710 37860 1265570 Delhi Delhi 1228059 543036 1771095 Uttaranchal Haridwar 5316980 5859 5322839 Punjab Amritsar 172404 5057 177461

Bhubaneshwar 373122 9611 382733 Orissa Puri 1014449 9691 1024140

WB Kolkata 5280530 529366 5809896 Assam Guwahati 1953915 6409 1960324 Meghalaya Shillong 268609 3146 271755

Mumbai 8599938 749206 9349144 Pune

Maharashtra

Aurangabad 584874 50953 635827 Gujarat Ahmedabad 1077971 13179 1091150 Goa Goa 1325296 271645 1596941

Jaipur 589414 81451 670865 Rajasthan Udaipur 471576 101303 572879

MP Khajuraho 122616 24093 146709

10

2.4. State-Wise Tourist Traffic –2002 (covered by research)

Domestic Foreign Total

Andhra Pradesh 60487370 210310 60697680

Tamil Nadu 41274392 804641 42079033

Karnataka 8678170 59545 8737715

Kerala 5568256 232564 5800820

MP 6487773 111813 6599586

UP 73067000 109464 73176464

HP 4958917 144383 5103300

Orissa 3289205 23279 3312484

Assam 2833042 4262 2837304

Meghalaya 268609 3146 271755

Rajasthan 8300190 428437 8728627

WB 8503573 531335 9034908

Delhi 1228059 543036 1771095

Utranchal 11818221 55762 11873983

Maharashtra 10896408 949269 11845677

Gujarat 5735286 34187 5769473

Goa 1325296 271645 1596941

Punjab 305977 8975 314952

Total 237874638 4526231 242400869

Contribution % 88 94 88

All India 271840337 4828624 276668961

11

CHAPTER 3

HOTELS IN INDIA

12

One of the pillars of tourism infrastructure is made up of the places of lodging.

Given the disparate socio-economic profile of domestic tourists, hotels exist in both

the organized and the unorganized sector. In addition to the star category hotels,

there are smaller hotels, guesthouses and inns that cater largely to domestic tourists.

The pilgrimage destinations also have a large number of dharmashalas to support the

seasonal increase in the number of tourists.

In this study, we have carried out the required analyses for the following 3 segments:

5star, 4 star and heritage hotels

Three, two & one star hotels

Small budget hotels, guesthouses & inns in the unorganized sector.

3.1. A Hotel Map

There is an estimated 1171000 hotel rooms in the country in both the organized and

unorganized sectors combined. The star category and heritage hotels account for 7%

of the hotel rooms; the balance is contributed by other places of lodging such as

budget hotels, guesthouses and inns.

13

3.1 % Contribution of Hotel Segments to Total Rooms

3%

4%

93%

5star/4star/Heritage Hotels 1-3 star Hotels Others

3.1.1. Five & Four Star/ Heritage Hotels

These hotels have a total of almost 36000 rooms. The metropolitan cities of Delhi

(21%), Mumbai (17%), Chennai (7%), Hyderabad (5%) and Kolkata (5%) account for

55% of the rooms in this category. Goa accounts for 7% of the rooms.

3.1.2. Three, Two & One Star Hotels

These hotels have 43000 rooms and are more extensively spread than their larger

counterparts. They are not concentrated in the metropolitan cities. Both Mumbai and

Goa have a significantly higher presence of these hotels; they together account for

5939 rooms (14%).

The states of Andhra Pradesh (5045 rooms), Tamil Nadu (6213 rooms) and

Maharashtra (6588 rooms) together account for almost 42% of the rooms in this

category.

14

3.1.3. Other Hotels in the Unorganized Sector

These hotels are also well spread throughout India; their presence is correlated with

the number of domestic tourists visiting different tourist destinations. The 3 states of

U.P, Rajasthan and Tamil Nadu account for almost 45% of the total availability in the

country.

3.2. State-wise Rooms Availability 2002

State Total rooms

5 & 4 Star Hotel rooms

1, 2 & 3 Star Hotel

rooms

Other Hotels

Andhra Pradesh 58362 2007 5045 51310

Tamilnadu 89293 2431 6213 80649

Karnataka 71897 1875 1967 68055

Kerala 44049 1464 3694 38891

MP 39181 547 922 37712

UP 295436 2504 1739 291193

HP 53236 262 372 52602

Orissa 46683 389 703 45591

Assam 10900 160 414 10326

Meghalaya 2115 50 115 1950

Rajasthan 128823 3351 2798 122674

WB 17278 1797 1428 14053

Delhi 27272 7677 1507 18088

Uttaranchal 17846 323 1013 16510

Maharashtra 51893 7561 6588 37744

Gujarat 60468 712 1629 58127

Goa 11924 1819 1099 8952

Punjab 8975 499 1508 6968

All India 1171121 35574 42991 1092556

15

3.2. Total Rooms Availability per Lakh Tourists

Places of pilgrimage such as Tirupati and Haridwar have significantly lower

availability of rooms – 28 and 150 rooms per lakh of tourists, respectively. Even

Agra’s availability of rooms is substantially lower (175) than the national average.

However, this could be attributed to the fact that a large number of Agra tourists stay

in Delhi.

By comparison, states such as Delhi, Karnataka, Himachal Pradesh, Orissa, Rajasthan

and Gujarat have substantially higher availability of rooms for tourists.

3.3. State-wise Availability of Rooms

State City Total Rooms Rooms per lakh Tourists

58362 96

Hyderabad 13183 174

Andhra

Pradesh

Tirupati 2452 28

89293 351

Chennai 17577 355

Tamilnadu

Ooty 6334 338

71897 823

Bangalore 51507 962

Karnataka

Mysore 4230 298

44049 759

Cochin 5861 559

Kerala

Trivandrum 8488 1010

39181 594 M.P

Khajuraho 871 594

16

State City Total Rooms Rooms per lakh

Tourists 295436 404

Agra 3891 175

U.P

Varanasi 18423 558 53236 1043 H.P

Shimla 13202 1043 46683 1409

Bhubaneshwar 3467 906 Orissa

Puri 16360 1597 10900 556 Assam

Guwahati 10900 556 2115 778 Meghalaya

Shillong 2115 778 128823 1476

Jaipur 12874 1919 Rajasthan

Udaipur 5482 957 17278 184 W.B

Kolkata 10709 184 Delhi 27272 1540

17846 150 Uttaranchal

Haridwar 8000 150 51893 438

Mumbai 28682 307 Pune 2935 NA

Maharashtra

Aurangabad 15060 2369 60468 1048 Gujarat

Ahmedabad 11436 1048 Goa Goa 11924 747

8975 2850 Punjab

Amritsar 5057 2850 All India 1171121 423

17

3.3. Growth in Tourist Traffic

2003-10 (Projected Growth)

20.0

10.0

5.0

5.0

5.0

10.0

5.0

5.0

5.0

10.0

5.0

10.0

5.0

5.0

5.0

5.0

5.0

20.0

Punjab

Goa

Gujarat

Maharashtra

Uttaranchal

Uttar Pradesh

Delhi

West Bengal

Rajasthan

Meghalaya

Assam

Orissa

Himachal Pradesh

Madhya Pradesh

Kerala

Karnataka

Tamilnadu

Andhra Pradesh

1999-2002

408.0

12.7

6.4

-18.5

4.5

14.7

4.7

6.8

6.4

24.2-14.1

16.3

10.0

11.4-20.7

8.7

9.7

18.9

Growth statistics pertaining to tourist traffic are based on statistics of Ministry of

Tourism. For the period 2003-10, we have assumed that growth in tourist traffic will

follow more or less the same trend as in the past. Thus, some (north-eastern state are

likely to experience very quick annual growth of approximately 20%, others like

Delhi, U.P, Tamul Nadu and Karnataka, where growth has already slowed down, will

experience a 5% growth annually. Still others like W.B, A.P and M.P are likely to

grow at 10% annually, since they have displayed robust statistics in the recent past.

18

3.4. Rooms Availability: A Forecast (2010 – 2020)

In order to arrive at an estimate of hotel rooms in different states, the following bases

have been assumed.

The growth in star category hotels will follow the same trend as in the last 4 years.

This trend has been obtained from the projects approved by the Ministry of

Tourism in the last 4 years. If growth rate in tourism accelerates, this estimate can

be treated as a conservative estimate.

The growth in hotels in the unorganized sector will depend on the growth in

tourism (domestic and foreign combined).

The other assumption is that the 18 important states covered in the primary

research will continue to represent 88% of hotel rooms in the unorganized sector.

In 2010, there will be a total of 2.9 million hotel rooms, more than twice the numbers

in 2002. Star category hotels will have almost 100,000 hotel rooms, while the balance

will be present in the unorganized sector.

The states of Andhra Pradesh, Madhya Pradesh, Uttar Pradesh, Assam/Meghalaya

and West Bengal will register the quickest growth trends. The states of Delhi,

Karnataka and Gujarat might experience a stagnant phase. These are also those states

that already have a high availability of hotel rooms.

In the year 2020, there should be approximately 6.6 million hotel rooms, if the full

potential of tourism is tapped. We feel that the contribution of North-eastern states

as well as J&K, would be substantially higher than the present levels.

19

3.5. Rooms Availability in 2010 (A Forecast)

State Total rooms 4/5 star Hotels

1-3 star Hotels

Other

Andhra Pradesh 141312 1802 5973 133537

Tamilnadu 144250 3609 8327 132314

Karnataka 76034 2875 3159 70000

Kerala 64595 2396 7102 55097

Madhya Pradesh 114919 857 1360 112702

Uttar Pradesh 978216 3340 1779 973097

Himachal Pradesh 76769 342 372 76055

Orissa 78758 589 879 77290

Assam 45068 154 514 44400

Meghalaya 7950 50 115 7785

Rajasthan 209019 3815 3106 202098

West Bengal 83336 2421 1576 79339

Delhi 31528 9807 1721 20000

Uttaranchal 36727 323 1013 35391

Maharashtra 107952 10333 8324 89295

Gujarat 12281 732 2501 9048

Goa 21989 3035 1545 17409

Punjab 17372 975 1822 14575

All India 2877168 46690 54867 2775611

20

3.6. Rooms Availability in 2020 (A Forecast)

State Total rooms 4/5 star Hotels

1-3 star Hotels

Other

Andhra Pradesh 355296 1802 7133 346361

Tamilnadu 231577 5082 10970 215526

Karnataka 122797 4125 4649 114023

Kerala 104671 3561 11362 89748

Madhya Pradesh 295471 1245 1908 292319

Uttar Pradesh 2530177 4385 1829 2523963

Himachal Pradesh 124699 442 372 123885

Orissa 127836 839 1099 125898

Assam 275706 154 639 274913

Meghalaya 48369 50 115 48204

Rajasthan 337082 4395 3491 329196

West Bengal 210746 3201 1761 205784

Delhi 47036 12470 1989 32578

Uttaranchal 58984 323 1013 57648

Maharashtra 169744 13798 10494 145452

Gujarat 19087 757 3591 14739

Goa 35016 4555 2103 28358

Punjab 27526 1570 2215 23741

All India 6554019 49469 57836 6446714

21

CHAPTER 4

EMPLOYMENT IN HOTELS

22

4.1. Employment Pattern

4.1.1. Five, Four Star/Heritage Hotels: A single five star hotel could employ more

than 400 employees. A total of 57508 people are employed to service about 36000

rooms in this category. On an average, there are approximately 162 employees per

100 rooms in these hotels. The employment pattern is the across geographic regions.

The major employing functions are F&B Service, F&B Kitchen and Housekeeping.

They, together, account for 56% of the total employment in these hotels.

4.1. % Contribution of Key Functions to Employment

21%

20%15%

7%

8%

7%7%

15%

F&B service F&B kitchenHousekeeping Front officeManagement EngineeringPurchase/stores & accounts Others

23


A total of 52,577 employees are present in these hotels to service almost 42,991 rooms nationally. On an average, there are 122 employees per 100 rooms in this category. The key employing functions are F&B and housekeeping. They together account for 62% of the total employment in these hotels.

4.3. Regional Employment Intensity

To a large extent, the employment across geographic regions depends on the


8%

9%

22%22%

20%

7% 12%

Management Front officeF&B service F&B kitchenHousekeeping Purchase & accountsOthers

presence of hotels; however, there are some differences in the employment intensity

across regions.

122

77

170

123

149

Overall

West

East

South

North

24

4.1.3. Other Hotels in the Unorganized Sector : There are approximately 638,000

employees working in hotels in the unorganized sector. These almost 58 employees

for every 100 rooms in this sector, substantially less than in the star category hotels.


21%

14%23%

13%

6%23%

F&B service F&B kitchen HousekeepingManagement Purchase & accounts Others

Although employment pattern across geographic regions depends on the presence of

hotels, there are some minor differences in the employment intensity across regions.

25


67

61

48

59

63

North East

West

East

South

North

4.2.1 Employment in Five, Four Star/ Heritage Hotels

State Management team

Front office

F&B service

F&B kitchen

House keeping

Accounts Total

Andhra Pradesh 284 237 727 683 520 259 3493

Tamilnadu 343 287 880 827 630 314 4231

Karnataka 265 221 679 638 486 242 3263

Kerala 206 173 530 498 379 189 2548

M.P 78 64 198 186 142 71 952

U.P 353 295 907 852 648 323 4358

H.P 37 31 95 89 68 34 456

Orissa 55 46 141 132 101 50 677

Assam 22 19 58 54 41 21 278

Meghalaya 6 6 18 17 13 7 87

Rajasthan 473 395 1213 1141 868 432 5832

W.B 254 212 651 612 465 232 3127

Delhi 1083 905 2780 2613 1988 991 13361

Uttaranchal 45 38 117 110 84 42 562

Maharashtra 1067 891 2738 2573 1958 976 13159

Gujarat 99 84 258 242 184 92 1239

Goa 257 214 659 619 471 234 3166

Punjab 70 59 181 170 129 64 868

All India 4661 3896 11965 11247 8557 4267 57508

26

4.2.2 Employment in Three, Two & One Star Hotels


Front office

F&B service

F&B kitchen

House keeping

Accounts Total

Andhra Pradesh 252 397 1346 1685 1607 522 6188

Tamilnadu 311 489 1658 2075 1980 644 7620

Karnataka 99 155 525 657 627 204 2413

Kerala 184 291 986 1234 1177 383 4531

M.P 137 91 156 189 134 78 710

U.P 191 251 584 416 399 120 2591

H.P 42 54 125 89 85 25 554

Orissa 35 70 316 328 246 71 1195

Assam 21 41 186 193 145 42 704

Meghalaya 6 12 52 54 40 12 196

Rajasthan 413 275 474 573 405 237 2156

W.B 72 143 643 666 500 143 2428

Delhi 167 217 506 360 345 104 2246

Uttaranchal 112 146 340 242 232 70 1509

Maharashtra 972 648 1116 1350 954 558 5076

Gujarat 240 160 276 334 236 138 1255

Goa 162 108 186 225 159 93 847

Punjab 167 218 507 361 346 105 2247

All India 4114 4616 11776 11776 10533 3728 52577

27

4.2.3 Employment in Hotels in Unorganized Sector

State Manage

ment

team

Front

office

F&B

service

F&B

kitchen

House

keeping

Accounts Total

Andhra Pradesh 1779 2386 2022 1941 5499 1011 30446

Tamilnadu 2797 3750 3178 3051 8643 1589 47856

Karnataka 2360 3164 2681 2574 7294 1341 40383

Kerala 1349 1808 1532 1471 4168 766 23077

M.P 2788 3307 4452 2896 5360 1491 23016

U.P 18864 22980 36356 25381 43902 10633 184182

H.P 3408 4151 6568 4585 7931 1921 33271

Orissa 4115 863 5509 2987 5045 1128 21904

Assam 500 318 1638 1365 1410 454 6869

Meghalaya 94 60 309 258 266 86 1297

Rajasthan 9070 10756 14482 9420 17434 4850 74870

W.B 1266 266 1695 919 1552 347 6741

Delhi 1171 1427 2258 1577 2727 660 11441

Uttaranchal 1069 1303 2061 1439 2489 603 10443

Maharashtra 2790 3309 4456 2898 5364 1492 23036

Gujarat 4298 5097 6862 4464 8261 2299 35476

Goa 665 790 1063 692 1280 356 5496

Punjab 451 550 870 607 1051 254 4407

All India 84309 66866 135847 86688 147740 38058 637739

28

4.3. Employment Forecast (2010 – 2020)

The employment forecast has been computed on the basis of the forecast of hotel

rooms in different categories. Employment intensity per room has been assumed to

be the same as the present level. The employment potential in different states is in

direct proportion to the number of hotel rooms in future.

In the years 2010 and 2020, there will be more than 1.5 million and 3.4 million people

employed in hotels, respectively. However, given the trend in the growth of star

category hotels and the higher employment intensity in these hotels, we expect a

substantially higher numbers of employees in the five & four star/heritage hotels.

29

4.6. Employment Forecast

110434 83044

15513331405080

6317683077

34551443261666

5star/4star/Heritage 1-3 stars Others Total

2010 2020


110434 83044

15513331405080

6317683077

34551443261666

5star/4star/Heritage 1-3 stars Others Total

2010 2020

4.4. Employment in Motels The national and state highways have a substantial number of motels along their

length. In this study, we have estimated the number of motels for every 100 km of

road covered, via physical counting on a sample of highways. The results of this scan

are mentioned in the table below.

National Highway Road Length # Motels # Motel RoomsDelhi-Agra 203 21 315

Delhi-Jaipur 258 58 870

Mumbai-Pune 163 63 945

Agra-Fathepur Sikri 42 3 45

Fathepur-Bharatpur 22 17 255

Cochin-Trivandrum 220 60 900

Total 908 222 3330

State Highway Road Length # Motels # Motel RoomsBangalore-Mysore 139 10 100

Mysore-Ooty 140 2 20

Total 279 12 120

The average number of rooms in the motels on national highways and state highway

have been assumed as 15 and 10, respectively.

Total

Length # Rooms Employment

Intensity per Room

Total Employment

National highway 34508 126644 0.575 72820

State highway 135187 59482 0.575 34202

Total 169695 186126 0.575 107022

The highways have more than 107,000 employees working in motels throughout the country.

30

CHAPTER 5

PROFILE OF HOTEL EMPLOYEES

31

5.1. Educational Background of Personnel in Key Functions 5.1.1. Front Office

Five, Four Star/ Heritage Hotels: Our survey reveals that the pre-requisite for the

managerial and supervisory positions is a hotel management degree; a few of the

office assistants in the front office are graduates from other disciplines.

Three, Two & One Star Hotels: 44% of the positions are occupied by graduates

without training in hotel management. A majority of the office associates (more than

60%) are either graduates from other fields or SSC pass-outs.

Hotels in the Unorganized Sector: Only one in every eight managers is having a

hotel management degree or an MBA. A majority of them are graduates while almost

35% have just completed their SSC level school education. On the other hand, almost

72% of the office assistants have a school level certificate only.

5.1.2. F&B Service

Five, Four Star/ Heritage Hotels: Most managers and captains are having a hotel

management degree. A few captains (30%) are having a certificate in cookery from

the food craft institutes. The stewards and waiters have either a hotel management

degree or a Food Craft Institute Certificate.

Three, Two & One Star Hotels: Almost half the managers and captains have a

hotel management degree/diploma or a Food Craft Institute Certificate. Most

stewards and waiters possess an SSC level school certificate only.

Hotels in the Unorganized Sector: While one-third of the managers are hotel

management students, the rest are either plain graduates or SSC pass. The stewards

and particularly the waiters predominantly have a SSC level school certificate only.

32

5.1.3. F&B Kitchen Five, Four Star/ Heritage Hotels: Almost 90% of the chefs are hotel management

graduates, while 80% of the cooks are either hotel management graduates or food

craft diploma certificate holders. While most helpers in the kitchen possess an SSC

level school education, a few (20%) have a cookery certificate as well.

Three, Two & One Star Hotels: While ¾ of the chefs are hotel management

graduates, 1/6 of them and half of the cooks are merely SSC pass. Most helpers are

school pass and are not expected to have any special qualification.

Hotels in the Unorganized Sector: A majority of those presently employed in the

kitchens are SSC pass; only 1/3 of them are either hotel management graduates or

food craft certificate holders.

5.1.4. Housekeeping Five, Four Star/ Heritage Hotels: Almost 80-90% of the managers and

supervisors are hotel management graduates. Half the room attendants are hotel

management graduates while the balance are mostly SSC pass.

Three, Two & One Star Hotels: While 60% of the managers are hotel management

graduates, the balance are equally either graduates or SSC pass. Approx. ¾ of the

supervisors are either college graduates or SSC pass; 30% of them are hotel

management graduates. Most room attendants are just SSC pass.

Hotels in the Unorganized Sector: A majority of the supervisors and room

attendants are SSC pass; 1/3 of the managers are hotel management graduates.

33

5.1.5. Other Functions Purchase, HRD and Sales & Marketing in both 1-3 star and small hotels have

graduates while the bigger hotels prefer MBAs. The engineering functions have

employees with an engineering degree or an ITI diploma. The proportion of degree

holders increases with the size of the hotel.

Function-wise summary of Educational Qualification

Functions 5/4 star

Hotels/Heritage 1-3 Star Hotels Unorganized sector

Front Office All are Hotel Management Degree

A number of managers & supervisors have a hotel management degree

1/8 managers are post-graduates in hotel management

F&B Service All are Hotel Management Degree/ Food Certificate holders

50% have a Hotel Management Degree or Food Craft certificate

1/3 managers are Hotel Management degree holders

F&B Kitchen Most are Hotel Management degree or Food craft certificate holders

Chefs are Hotel Management degree holders

Largely trained on the job

Housekeeping Most supervisors/ managers are Hotel Management degree holders

Managers & supervisors are Hotel management graduates

A few managers are Hotel Management graduates, largely SSC

Purchase, HR

and Sales &

Marketing

MBAs Graduates Graduates

34

5.2. Age Profile of Employees 5.2.1. Five, Four Star/ Heritage Hotels: None of the employees are more than

50 years old. Bulk of them are less than 40 years of age; particularly in the key

functions of front office, F&B and housekeeping. A majority of them are less

than 30 year of age.

35

5.1. % Contribution of Age Segments to Employment

15%

27%

37%

21%0%

18-25 years 25-30 years 31-40 years41-50 years >50 years

5.2. % Age Profile of Workforce in Key Functions

68

56

67

27

31

21

13

12

59 23

5

19Front office

F&B service

F&B kitchen

Housekeeping

<30 years 31-40 years 41-50 years >50 years

5.2.2. Three, Two & One Star Hotels: A majority of the people (52%)

employed in these hotels are less than 30 years of age. A negligible proportion is

more than 50 years of age. More than 60% of the workforce employed in the

front office, F&B service and housekeeping are less than 30 years of age.


26%

26%

31%

15%2%


36

5.2.3. Hotels in the Unorganized Sector: By comparison to hotels in the star

category, a significantly higher proportion (59%) of employees in these hotels are

less than 30 years of age. Only 8% of the workforce is more than 50 years of age.

The age profile of the workforce in these hotels is young. More than 80% of

those employed in the key hotel functions are less than 40 years of age.

5.6. % Age Profile of Workforce in Key Functions

84

71

86

15

24

10

1

6

31

64 16 13 8Front office

F&B service

F&B kitchen

Housekeeping



22%

37%

20%

13%8%


37

5.3. Organizational Structure in Key Hotel Functions 5.3.1. Front Office : The principal tiers in the front office comprise of managers,

supervisors and office assistants. Bulk of the employees in the front office of star

category hotel are office assistants. In smaller hotels, the front office has a larger

proportion of managers; there are fewer supervisors.

5.7 % Contribution of Organizational Tiers to Employment

23

23

30

24 54

40 16

47

44Other Hotels

1-3 Stars Hotels

5Star/4Star/Heritage Hotels

Managers Supervisors Office Assistants

5.3.2. F&B Service: In the unorganized sector, most of the workforce consists of

waiters/stewards. The proportion of managers, captains and stewards increases

with the size of the hotel.

38

5.8. % Contribution of Organizational Tiers to Employment

7

8

14

24 49

42

19

4 6

37

21 68Other Hotels

1-3 Stars Hotels


Managers Captains Stewards Waiters


6

15

33

52 33

5 51

60

44Other Hotels

1-3Stars Hotels


Chefs Cooks Helpers

5.3.3. F&B Kitchen : In the larger hotels, almost 15% of the workforce

comprises of chefs. However, a bulk of the employees are cooks.

5.3.4. Housekeeping : Managers and supervisors account for 10-20% of the workforce in housekeeping. A bulk of the employees are room attendants.

39


5

3

14

11 51

26

35

2 8

54

68 22Other Hotels

1-3Star Hotels


Manager Supervisors Room Attendants House-men

CHAPTER 6

RESTAURANTS IN INDIA

40

The burgeoning middle class and evolving lifestyle is driving the demand for quality

restaurants - both conventional ones as well as new ones such as fast food outlets,

cafés and pubs. These restaurants will cater to both the foreign and domestic tourists

travelling to key tourist destinations. The low cost mobile food vans, sweet shops,

dhabas and juice corner cater primarily to the lower and middle-income population

segment.

Since the presence of restaurants is largely dependent on the resident population, the

computations are based on sample statistics and population data obtained form the

Census of India.

6.1. A Map of Restaurants On this basis, our estimate is that there are more than 140, 000 restaurants in urban

India. The 18 states covered by our primary research have 124,000 restaurants. These

states account for 88% of the urban Indian population.

Conventional restaurants account for the largest population (30%) followed by sweet

shops (16%), fast food outlets (16%) and dhabas (13%). Northern region has over

and Indian food.

10,000 fast food outlets, serving Chinese, Western

41

6.1. Estimated Number of Restaurants

42261

21940

8433

14102215446

12329

18162

22451

Total

Others

Juice Corner

Dhaba

Sweet shop

Fast food

Café

Conventional Restaurant

6.2. % Contribution of Restaurant Categories to Total

30%

11%6%16%

16%13% 8%

Restaurant Pubs/Bars CaféFast food Sweet shop DhabaCorner

42

6.2. Geographic Spread The northern region accounts for 34% of the outlets followed by the west (26%).

The metropolitan cities of Delhi & Mumbai account for almost 15% of the

restaurants. Almost 35% of the café/ tea & coffee vendors are in South India;

however sweet shops are fewer.

Mobile food vans are few in numbers and are located in the larger cities of North and

South India only.

6.3. % Contribution of Regions to Total Restaurants

16%

32%

13%

1%

12%

26%

North East North EastWest & Central Others State total

6.3. Restaurant Penetration While the number of conventional restaurants ranges between 10-20 per lakh of

population, the total number of eating places could be as high as 86 per lakh of

population (as in the Northern Region). This is on account of higher penetration of

fast food outlets, sweet shops, dhabas and juice corners.

43

6.4. Restaurants Penetration (Numbers per Lakh Population)

Region Conventional ones

Pubs/Bars

Café Fast food

Sweet shop

Dhaba Corner All Outlets

South 12 1 3 4 2 5 3 31

North 13 8 7 19 15 12 11 86

East 19 6 1 8 15 4 5 59

North

East

15 2 1 3 0 3 1 25

West

&

Central

17 8 0 4 6 5 1 41

44

6.5. State-wise Estimate of Restaurants

State Conven tional

Café Fast food

Sweet shop

Dhaba Juice Corner

All Outlets

ones

Andhra

Pradesh

2552 714 726 491 962 678 6319

Tamilnadu 3386 948 963 651 1276 899 8384

Karnataka 2228 624 634 428 840 592 5518

Kerala 1033 289 294 199 389 274 2558

Uttar

Pradesh

4468 2508 6548 5152 4226 3772 29349

Himachal

Pradesh

78 44 114 90 73 66 510

Delhi 1657 930 2428 1910 1567 1399 10881

Punjab 1062 596 1556 1224 1004 897 6976

Orissa 1067 65 450 822 220 296 3251

West

Bengal

4367 267 1841 3361 899 1211 13299

Assam 526 29 102 0 102 44 862

Maharashtra 6924 197 1699 2459 2050 348 16779

Gujarat 3192 91 783 1133 945 160 7735

Goa 227 6 56 81 67 11 550

Rajasthan 2229 64 547 792 660 112 5402

Madhya

Pradesh

2719 77 667 965 805 136 6589

All India 42261 8433 21940 22451 18162 12329 141022

45

6.4. Restaurants Forecast : 2010 - 2020 We estimate that there would be almost 196,000 restaurants in 2010 and then 237,000

in 2020. The increase is based on expected population growth and does not take into

account new developments and evolution of restaurants. The mix of restaurants is

definitely going to change; however, the future mix is difficult to forecast.

The shares of the north and east are likely to increase in future, because of expected

differential in population growth rates. The penetration of restaurants in terms of

numbers per lakh of population has been assumed as the same as the present one.

6.6. Estimated Number of Restaurants (2010)

5678111985

31510

1964562150117621

2551631542

Total

Juice Corner

Sweet shop

Café

46

6.7. Estimated Number of Restaurants (2020)

6766114552

38477

23729726016

21450

3091538226

Total

Others

Juice Corner

Dhaba

Sweet shop

Fast food

Café

Restaurant

47

CHAPTER 7

EMPLOYMENT IN RESTAURANTS

48

7.1.1. Conventional Restaurants There is an average of 26 people employed (both permanent and temporary) for

every 100 chairs in restaurants. Almost 80% are employed in the kitchen and service

functions, while the balance are almost equally distributed between management,

store, security, maintenance and delivery.

There are some geographic differences in the employment intensity of restaurants.

While the restaurants in the east have 31 employees per 100 chairs, in the north east,

there are only 19 per 100 chairs.

49


26

26

28

19

31

22

Overall

West

North east

East

South

North


2%

38%

42%

18%

Management Kitchen Service Others

7.1.2. Café/Coffee Tea Shops There are an average of 31 people employed for every 100 chairs in cafes. The employment pattern is the same as in traditional restaurants, with 74% of the employees in the kitchen/service functions.

There is some geographic difference in the employment intensity of restaurants. While the restaurants in the north have 56 employees per 100 chairs, in the south, there are only 16 per 100 chairs.

50


31

23

23

16

56

Overall

West

East/North east

South

North


10%

39%

35%

16%

Management Kitchen Service Others

7.1.3. Fast Food restaurants

There are an average of 32 employees for every 100 chairs. This is on account of the

higher number of employees in the delivery function, which is a recent trend. fast

food restaurants have more people for management of outlets.

There is one significant difference across the various geographic regions. While fast food restaurants generally have 24-28 employees per 100 chairs, in the West, there are 36 for every 100 chairs.

51


32

36

24

26

28

Overall

West

East

South

North


13%

31%

28%

16% 12%

Management Kitchen ServiceDelivery Others

7.1.4. Dhabas/Bhojanalaya

Even Dhabas employ 26 people for every 100 chairs. However, the functions are

limited to management and predominantly kitchen and service.

There is not much geographical difference in the employment intensity. Only the north east has significantly less number of employees (18 per 100 chairs).

52


29

26

27

18

31

22

Overall

West

North east

East

South

North


12%

42%

46%

Management Kitchen Service

7.2. Employment Potential 7.2.1. Employment Potential of Conventional Restaurants There are almost 926,000 people employed in conventional restaurants across the

country. The employment potential of different regions is different from the spread

of restaurants because of the difference in employment intensity.

7.2.2. Employment Potential of Fast Food Outlets There are already more than 280,000 people employed in fast food restaurants across the country. Almost 47% of them are in the North which has the highest member of fast food outlets as well as a high employment intensity. The West accounts for 21% of employees in fast food outlets.

7.9. Employment Potential926073

383663 352543

76957

Total Service Kitchen Management

53


27439

85059 103684

36524

Total Delivery Service Kitchen Management

7.2.3 Employment Potential of Cafes

There are more than 270,000 people employed in cafes across the country. Almost

72% of them are in the north, which has the highest employment intensity.

54


106034125645

15042


7.2.4. Employment Potential of Dhabas/Bhojanalayas

There are almost 1.8 lakh people employed in Dhabas and Bhojanalayas.

7.3. Total Employment in Restaurants

55

7.13. Total Employment

926073

284296

1852859

24658 168382 179342270108

Tota

l

Juice

cor

ner

Swee

t sho

ps

Dha

bas

Café

Fast

food

Conv

entio

nal

Rest

aura

nts


76822 76980

17635


7.4. State-wise Employment in Different Restaurant Categories 7.4.1. Conventional Restaurants

States Management Kitchen Service Total

AP 3757 21972 24774 55980

Tamil Nadu 4985 29152 32870 74275

Karnataka 3280 19182 21629 48873

Kerala 1521 8894 10028 22660

UP 7428 41814 39838 98066

HP 130 730 695 1712

Delhi 2755 15507 14774 36369

Punjab 2253 12681 12081 29740

Orissa 1349 5735 5510 14337

WB 5523 23472 22552 58680

Maharashtra 15448 57771 67706 165733

Rajasthan 4973 18598 21796 53353

MP 6066 22686 26588 65082

Gujarat 7121 26633 31213 76404

Goa 506 1894 2220 5433

Assam 625 3516 3350 8246

All India 76957 352543 383663 926073

56

7.4.2. Cafe States Management Kitchen Service Total

U.P 5852 56848 47652 120384

Delhi 2170 21080 17670 44640

Punjab 1391 13509 11324 28608

H.P 103 997 836 2112

Assam 0 116 58 174

A.P 714 4284 3570 9282

Tamilnadu 948 5688 4740 12324

Karnataka 624 3744 3120 8112

Kerala 289 1734 1445 3757

Maharashtra 519 1163 1311 3760

Rajasthan 169 378 426 1221

M.P 203 454 512 1470

Gujarat 240 537 606 1737

Goa 16 35 40 115

All India 15042 125645 106034 270108

57

7.4.3. Fast Food States Management Kitchen Service Total

Orissa 446 893 2381 4465

West Bengal 1827 3653 9741 18265

Uttar Pradesh 9957 28210 19913 68036

Delhi 3692 10460 7384 25228

Punjab 2366 6704 4732 16167

H.P 173 491 347 1185

A.P 1089 5082 2904 10346

Tamilnadu 1445 6741 3852 13723

Karnataka 951 4438 2536 9035

Kerala 441 2058 1176 4190

Maharashtra 4417 10194 9005 36019

Rajasthan 1422 3282 2899 11596

M.P 1734 4002 3535 14140

Gujarat 2036 4698 4150 16600

Goa 146 336 297 1187

All India 36524 103684 85059 284296

58

7.4.4. Dhaba/Bhojanalayas States Management Kitchen Service Total

AP 556 3751 3751 8127

Tamilnadu 1025 6917 6917 14986

Karnataka 675 4553 4553 9865

Kerala 312 2109 2109 4569

U.P 3210 15513 14978 36376

Delhi 1190 5752 5554 13488

Punjab 763 3686 3558 8642

HP 55 268 259 628

Orissa 283 585 777 1685

WB 1155 2392 3175 6887

Maharashtra 2828 9899 9742 23412

Rajasthan 911 3187 3136 7538

M.P 1111 3887 3826 9194

Gujarat 1304 4563 4491 10793

Goa 92 324 318 765

Assam 51 357 459 867

All India 17635 76980 76822 179342

59

7.5 All India Employment Forecast

2010 2020

Conventional Restaurants

1226307 1436196

Kitchen 467249 546542

Service 507467 594100

Dhabas 253947 306377

Kitchen 109037 131475

Service 108504 130688

Cafe 406768 504563

Kitchen 189566 235289

Service 159872 198390

Fast Food 401608 487809

Kitchen 147692 179824

Service 119581 144927

7.6. All India Restaurant Employment Forecast for Key Functions

60

2288630

913594 895424 1068105

2734945

1093130

Total Kitchen Service

2010 2020

7.7. Employment in Highway Restaurants

The national and state highways have a substantial number of eating places, to cater

to both the commercial as well as leisure road travelers. These eating-places comprise

mainly of conventional restaurants, fast food outlets, tea/ coffee vendors and dhabas.

Physical scanning of the highways revealed the following penetration of restaurants

and dhabas.

Outlet Type Numbers per 100 km

Highways (NH)

100 # per km on State Highways

(SH)

Restaurants 39 16

Dhabas 80 29

Outlet Type Employment

Intensity per

100 chairs

Employment

on NH

Employment

on SH

Total

Restaurants 26 175,000 280,000 455,000

Dhabas 26 360,000 510,000 870,000

Total 535,000 790,000 1,325,000

There are more than 1.3 million people already employed on the national and state highways. Presently, these restaurants and dhabas employ untrained people in their kitchens and

service functions.

By 2020, progressively higher proportions will belong to the organized sector. Even a 10% share for the organized sector, at present levels of employment intensity, could create almost 130,000 jobs for trained manpower.

61

CHAPTER 8

PROFILE OF RESTAURANT EMPLOYEES

62

8.1. Structure of Different Departments 8.1.1 F&B Kitchen Conventional Restaurants: While 9% of the employees are chefs, the balance are

either cooks or helpers in almost equal proportion.


22

1

9

57

48

29

43

43

11

49

44 46Café

Fast food

Dhaba


Chefs Cooks Helpers

Dhaba: The proportion of helpers is comparatively small (43%); bulk of the employees are cooks (57%). Fast Food Outlets: The fast food restaurants have a sizeable proportion of chefs (22%), thereby indicating a preference for qualified and trained manpower. Café: These outlets have an employment structure similar to that of restaurants.

63

8.1.2. F&B Service A bulk of the people (more than 80%) employed in the service function are either stewards or waiters. The definition of different designations is flexible and varies across outlet category. Both conventional restaurants and cafes have a sizeable proportion of captains (approx. 12%). Dhabas have waiters only.


14

1

4 12 2

86

82

99

83

2 12

4

Café

Fast food

Dhaba

ConventionalRestaurants

Hall incharge Captains Butlers Stewards & Waiters

64

8.1.3. Store A bulk of the employees in the stores of restaurants are designated store keepers. A

majority of those in the store of fast food restaurants are helpers.


19

54

13

46

66

56

20

25

71 29Café

Fast food

Dhaba


Store managers Store keepers Helpers

65

8.2. Age Profile of Employees A majority of those employed in the kitchen, service, maintenance and home delivery functions are less than 30 years of age. Only the store and restaurant management have a majority of people aged more than 30 years.

8.5. % Contribution of Age Segments to Employment in Key Functions

42%22%

27% 8%1%


8.4. % Contribution of Age Segments to Employment in Key Functions

71

68

34

21

26

39

5

22

1

5

35 60

7

41Store

Service

Kitchen

Management


66

8.3. Educational Background of Restaurant Employees

8.3.1. Management

Every fourth person in restaurant management is a graduate of a hotel management institute. However, a bulk of them (44%) are graduates from other courses. A majority (53%) of those involved in the management of fast food restaurants are

hotel management graduates. A number of those running dhabas are graduates.

8.3.2. Kitchen

Almost 60% of those employed in restaurant kitchens are diploma holders,

predominantly from private hotel management institutes. Almost 10% of them have

attended certificate courses at the Food Craft Institutes.

While the cooks in kitchens of fast food restaurants are either hotel management

degree/ diploma holders or SSC pass, the helpers in these kitchens are mostly SSC

pass.

Café kitchens also have predominantly hotel management degree/diploma holders.

Dhaba kitchens have cooks and helpers who are either SSC pass or school drop-outs.

8.3.3. Service Only 20% of those employed in the service function of restaurants, cafes and fast

food outlets are hotel management degree/diploma holders. Approximately 75% of

them are either SSC pass or school dropouts.

All those in Dhabas’ service function are SSC pass or school dropouts.

8.3.4. Other Functions Approx 83% of people employed in other functional areas of restaurants (such as

store, delivery, security and maintenance) are SSC pass or school dropouts.

67

CHAPTER 9

PROJECTED DEMAND FOR TRAINED MANPOWER

68

9.1. Demand for Trained Manpower in Hotels (From 2003 to 2010) Trained manpower includes those who have received a hotel management degree or

have completed food craft certificate/ diploma course.

9.1.1. Five, Four & Heritage Hotels

Employment 2010

% Trained Manpower

% Fresh Recruits

Demand 2003 - 2010

Front Office 5628 58 59 1926

F&B Service 17285 70 68 8228

F&B Kitchen 16247 60 56 5459

Housekeeping 12361 36 67 2981

TOTAL 51521 NA NA 18594


Employment 2010

% Trained Manpower

% Fresh Recruits

Demand 2003 - 2010

Front Office 5546 34 62 1169

F&B Service 14150 26 75 2759

F&B Kitchen 14150 24 39 1324


TOTAL 46502 NA NA 5854

9.1.3. Hotels in Unorganized Sector

Employment 2010

% Trained Manpower

% Fresh Recruits

Demand 2003 - 2010

Front Office 147321 5 64 4714 F&B Service 299300 3 84 7542 F&B Kitchen 190993 10 71 13560 Housekeeping 325504 3 86 8398 TOTAL 963118 NA NA 34214

69

9.2. Demand for Trained Manpower in Hotels (From 2011 to 2020) Trained manpower includes those who have received a hotel management degree or


9.2.1. Five, Four & Heritage Hotels

Employment 2020

% Trained Manpower

% Fresh Recruits

Demand 2010 - 2020

Front Office 7481 58 59 2560

F&B Service 22977 70 68 10937

F&B Kitchen 21597 60 56 7257


TOTAL 68487 NA NA 24717


Employment 2020

% Trained Manpower

% Fresh Recruits

Demand 2010 - 2020

Front Office 7290 34 62 1537

F&B Service 18600 26 75 3627

F&B Kitchen 18600 24 39 1741


TOTAL 61127 NA NA 7696

9.2.3. Hotels in Unorganized Sector

Employment 2020

% Trained Manpower

% Fresh Recruits

Demand 2010 - 2020

Front Office 341982 5 64 10943 F&B Service 694777 3 84 17508 F&B Kitchen 443359 10 71 31478 Housekeeping 755603 3 86 19495 TOTAL NA NA 79424

70

9.3. Demand for Trained Manpower in Restaurants (From 2003 to 2010) Trained manpower includes those who have received a hotel management degree or


9.3.1. Conventional Restaurants

Employment 2010

% Trained Manpower

% Fresh Recruits

Demand 2003 - 2010

F&B Kitchen 467249 19 68 60375

F&B Service 507467 23 71 82869

TOTAL 974716 NA NA 143244

9.3.2. Cafe

Employment 2010

% Trained Manpower

% Fresh Recruits

Demand 2003 - 2010

F&B Kitchen 189566 19 70 25212

F&B Service 159872 22 70 24620

TOTAL 349438 NA NA 49832

9.3.3. Fast Food Restaurants

Employment 2010

% Trained Manpower

% Fresh Recruits

Demand 2003 - 2010

F&B Kitchen 147692 26 70 26879

F&B Service 119581 18 70 15067

TOTAL 267273 NA NA 41946

71

9.4. Demand for Trained Manpower in Restaurants (From 2011to 2020) Trained manpower includes those who have received a hotel management degree or


9.4.1. Conventional Restaurants

Employment 2020

% Trained Manpower

% Fresh Recruits

Demand 2010 - 2020

F&B Kitchen 546542 19 68 70613

F&B Service 594100 23 71 97016

TOTAL 1140642 NA NA 167629

9.4.2. Cafe

Employment 2020

% Trained Manpower

% Fresh Recruits

Demand 2010 - 2020

F&B Kitchen 235289 19 70 31293

F&B Service 198390 22 70 30552

TOTAL 433679 NA NA 61845

9.4.3. Fast Food Restaurants

Employment 2020

% Trained Manpower

% Fresh Recruits

Demand 2010 - 2020

F&B Kitchen 179824 26 70 32727

F&B Service 144927 18 70 18260

TOTAL 324751 NA NA 50987

72

9.5.1 Annual Demand for Trained Manpower in Hotels Year Front

Office F&B

Service F&B

Kitchen House-keeping

TOTAL DEMAND

2003 781 1853 2034 1198 5866 2004 781 1853 2034 1198 5866 2005 781 1853 2034 1198 5866 2006 781 1853 2034 1198 5866 2007 781 1853 2034 1198 5866 2008 781 1853 2034 1198 5866 2009 781 1853 2034 1198 5866 2010 781 1853 2034 1198 5866 2011 1504 3207 4048 2425 11184 2012 1504 3207 4048 2425 11184 2013 1504 3207 4048 2425 11184 2014 1504 3207 4048 2425 11184 2015 1504 3207 4048 2425 11184 2016 1504 3207 4048 2425 11184 2017 1504 3207 4048 2425 11184 2018 1504 3207 4048 2425 11184 2019 1504 3207 4048 2425 11184 2020 1504 3207 4048 2425 11184 All the hotels including the star category, heritage and the smaller organized sector

ones have been included in the above forecast.

Contribution of employees with a food craft diploma/ certificate to total demand for

trained manpower is mentioned below.

Function % Employees with Food Craft Diploma/

Certificate

Front Office 16

F & B Service 33

F & B Kitchen 31

Housekeeping 31

73

Overall 30

74

9.5.2 Annual Demand for Trained Manpower in Restaurants

Year F&B

Kitchen F&B

Service TOTAL

DEMAND 2003 11,246 12,256 23,502 2004 11,246 12,256 23,502 2005 11,246 12,256 23,502 2006 11,246 12,256 23,502 2007 11,246 12,256 23,502 2008 11,246 12,256 23,502 2009 11,246 12,256 23,502 2010 11,246 12,256 23,502 2011 13,463 14,583 28,046 2012 13,463 14,583 28,046 2013 13,463 14,583 28,046 2014 13,463 14,583 28,046 2015 13,463 14,583 28,046 2016 13,463 14,583 28,046 2017 13,463 14,583 28,046 2018 13,463 14,583 28,046 2019 13,463 14,583 28,046 2020 13,463 14,583 28,046 Conventional restaurants, fast-food outlets and cafes have been included in the above

forecast.

Function % Employees with Food Craft Diploma/

Certificate

F & B Service 11

F & B Kitchen 6

Overall 7

75

9.5.3 Projected Annual Demand vs. Supply for Trained Manpower Year Total

Demand Supply Shortage

2003 29,368 11,700 17,668

2004 29,368 11,700 17,668

2005 29,368 11,700 17,668

2006 29,368 11,700 17,668

2007 29,368 11,700 17,668

2008 29,368 11,700 17,668

2009 29,368 11,700 17,668

2010 29,368 11,700 17,668

2011 39,230 11,700 27,530

2012 39,230 11,700 27,530

2013 39,230 11,700 27,530

2014 39,230 11,700 27,530

2015 39,230 11,700 27,530

2016 39,230 11,700 27,530

2017 39,230 11,700 27,530

2018 39,230 11,700 27,530

2019 39,230 11,700 27,530

2020 39,230 11,700 27,530

The supply of trained manpower is based on the statistic that only 65% of the

students obtaining formal training are joining the hotels and restaurants. The above

computation reveals that there is a shortage of trained manpower in the hotels and

restaurants.

76

9.6. Key Drivers of Demand for Employment The hospitality sector, particularly hotels and restaurants, has entered a phase of

transformation. We expect that the entire landscape will change in the next decade.

9.6.1. Entry of Fast Food Chains The transformation began in the 1990s with the entry of multinational fast food

chains. The real revolution has just begun. Not only are the multinationals serving the

lower-middle income population segments, but Indian restaurants are also drawing

up rapid expansion plans. Barista, Café Coffee Day, Nirula’s and Haldiram are

expected to open up a large number of outlets in the near future. An indication of the

pace of expansion is provided in the table below.

Planned Expansion

# Outlets Expansion Period

McDonalds 150 2003 - 06

Café Coffee Day 60 2003 – 04

Subway 200 2003 – 07

Amoretto 25 2004 – 05

Nirula’s 100 2004 – 10

Modern shopping malls with multiplex theatres attract more than one million visitors

every year. Their emergence is likely to drive demand for fast food restaurants.

77

9.6.2. Golden Quadrilateral The creation of the golden quadrilateral of highways is likely to change the mix of

motels and restaurants in favour of the organized sector. For example, Reliance

Industries is planning to open up cafetarias with every petrol pump on the highways.

Presently, there are more than 1.4 million untrained people employed in the motels

and dhabas on highways. Even 5% of this workforce translates into a demand for

70,000 trained people.

We expect the golden quadrilateral to open up new avenues for employment in the

hotels and restaurants sector.

9.6.3. Preference for Youth in Hospitality Sector Our research reveals that both hotels and restaurants prefer to employ younger

people, particularly in F&B service. Hence, in future, this age preference will drive

demand for fresh recruits every year.

78

CHAPTER 10

TRAVEL & TOUR OPERATORS

79

Our estimate is that there are nearly 6000 travel trade companies and firms

comprising of tour operators, travel agents and tourist transporters. Approximately,

1500 are members of representative trade bodies, i.e. associations.

Trade Body Number of Members

Travel Agents Association of India TAAI 1000

Indian Association of Tour Operators IATO 855

Adventure Tour Operators Association ATOA 75

Indian Tourist Transporters Association ITTA 100

Our data reveals that the number of travel trade businesses could be increasing at an

average of 7.5% per annum.

The 27 cities covered by our primary research should account for more than 95% of

all travel trade businesses. In fact, all the TAAI members are present in these cities.

80

5840

620

17501470

2000

Total East South West North

Geographical Spread of Travel Trade Businesses

Region City # Businesses Regional Total 2001

Jaipur 750 Udaipur 150 Shimla 186 Delhi 555

North

Others 360 Regional Total 1469

Pune 230 Ahmedabad 569 Goa 98 Mumbai 453

West


Bangalore 407 Hyderabad 379 Tirupati 50 Mysore 33 Trivandrum 39 Chennai 618

South


Guwahati 91 Shillong 2 Kolkata 309 Bhubaneswar 206

East

Others 6

81

10.1. Employment Pattern On an average, a travel trade business employs 14 – 15 people. The key functions

among travel agencies and tour operators are those of group tours, ticketing,

administration and accounts. These account for 55% of all the employees in this

sector. The tour section employees a substantial numbers of causal workers (to the

extent of 20%).

The employment intensity varies across different types of travel trade businesses, as indicated in the table below. Type of Travel Trade Business # Employees per 100 Companies/ Firms Travel agency that provides all services 1660 Travel agency 730 Tourist Transporter 1600 Tour Operator 1180 Overall 1430

357178208

1430

16353 81

220

Total

Operat

ions

Foreign

exch

ange

Sales

& mark

eting

Tour

Accoun

ts

Admini

strati

on

Ticketi

ng

Employment Intensity (# Employees per 100 businesses)

82

10.2. Employment Potential There are close to 83500 people working in travel trade related businesses. As indicated earlier, bulk of them are employed in the functional areas of ticketing, administration accounts, tours and operations.

Functional Area Number of Employees

Ticketing 20,850

Accounts 12,150

Tours 12,850

Administration 10,400

Operations 9,500

Sales & Marketing 4,750

Foreign Exchange 3,100 Others 9,900

Total 83,500


The travel agencies interviewed by our research staff indicated that the number of

customers in 2003 had increased by more than 15% over 2002. This represents a

robust growth in the travel agents’ business.

However, we feel that although this business will increase definitely, employment will not increase proportionately. This is because the Internet and other electronic technologies will reduce the employment intensity. An employment forecast based on a conservative growth estimate is mentioned below. Year Total Employment in Sector

2002 83,500

2010 148,500

2020 242,250

10.4. Educational Background of Key Functional Areas

10.4.1. Ticketing

83

Almost 44% of those employed in this functional area have a formal IATA/UTA

certificate or a tours & travel diploma.

One third of them are graduates while almost 14% are either SSC pass or school

drops.

10.4.2. Administration Almost 17% have an IATA/UTA certificate or a tour& travel diploma. Nearly 61%

are graduates from other disciplines. There are some post-graduates also working in

the larger travel agencies also.

10.4.3. Accounts Nearly 71% are B.Com graduates while 20% are post graduates or chartered accountants and ICWAs.

On an overall basis, 17.5% of the employees are trained travel trade personnel. 10.5. Annual Demand for Trained Manpower Year Annual Demand

2002 7,155

2010 12,735

2020 20,760

The growth in the annual demand for trained manpower can be assumed to follow a

linear trend.

84

CHAPTER 11

HOTEL MANAGEMENT INSTITUTES

85

There are a total of 175 training institutes in the area of hotel management; 50 of them are Government promoted ones (Institutes of Hotel Management and Food Crafts Institutes) while the balance are privately owned/ managed ones. South India has a significantly higher number of private training institutes. Of the 125 private sector institutes, 47 are registered with AICTE. Very few have foreign affiliation. Some of them enjoy an affiliation with the following bodies: South Asia Integrated Tourism Human Resources Development Council

The Federation of Hotel & Restaurant Association of India (FHRAI)

The Hotel & Restaurant Association (HRA)

The Indian Society for Training & Development (ISTD)

Quality circle forum of India (QCFI)

The reputed private institutes include Skyline, Asia-Pacific, Rai University, Hospitality Training Institute, Rizvi College, Empee Institute, Saptagiri college and Graduate School of Hotel Administration.

The institutes under NCHMCT follow standardized courses and curriculum

prescribed by the council for different professional programmes. They offer

certificate courses from 6 months to 3 years duration in varied subjects. These

programmes are scientifically designed and ensure the following:

A solid foundation of knowledge

Personality development

Pursuit of excellence & self discipline

Enhancement of creativity through motivation & drive

86

Region City NCHMCT

Institutes Private Institutes

Govt. approved Food Craft Institutes

9 25 9

Jaipur 1 1 Udaipur 1 Shimla 1 1 Delhi 2 10 1

North

Others 5 14 6 5 27 4

Pune 3 Ahmedabad 1 1 Goa 1 1 Mumbai 1 7 1

West

Others 2 16 2 4 47 7

Bangalore 1 10 1 Hyderabad 1 5 Tirupati 1 Mysore 1 Trivandrum 1 Chennai 1 13 1

South

Others 17 5 6 26 6

Guwahati 2 Shillong 1 Kolkata 1 5 1 Bhubaneswar 1 1 1

East

Others 3 18 4 TOTAL 24 125 26

87

A total of approximately 18000 students are being trained in hotel management and food craft annually. Almost 14000 students are graduating with a degree or a 3 years diploma in hotel management. Only 20% of them are obtaining training in hotel management from Government promoted institutes. Sector Degree/

Diploma

Subjects Studied Graduating

Class Size

3 years degree in hotel management

Hotel A/C, HRM, sales & marketing, book keeping, front office, food safety & hygiene, communication skills, food services

2483 NCHMCT

Diploma/certificate courses in various branches in Food Craft ( 6 – 12 months)

Cookery, bakery, counter services, hotel reception, book keeping, house keeping etc.,

1153

4 years degree/3 years diploma in hotel management

F&B (service & kitchen, front office and housekeeping plus few more papers put in by affiliated universities if it applies

11500

Diploma/certificate courses in various branches (6 – 24 months)

Concerned paper of specialization besides a brief note of tours basic department F&B, housekeeping & front office

2644

Private Institutes

P.G diploma in hospitality management

Front office, F&B, housekeeping, business law, French, computers etc.,

225

Food craft diploma and certificate courses account for 21% of the total supply of

trained manpower in this sector.

88

11.1. Course Content The major subjects covered in the afore-mentioned courses are as follows: Accomodation operation & management

Dietetics & hospital food service

Hotel & Catering management

Food production

F& B service

Front office

House keeping

Bakery & confectionary

11.2. Faculty Profile Faculty in both Government promoted and private sectors institutes are IHM trained with a minimum of 6 years of working experience. The students faculty ratio (as mentioned below) is more favourable in NCHMT institutes, i.e they have lesser students for each faculty member.

NCHMCT institutes – 8:1 Private institutes – 10:1

11.3. Placement Scenario The sample of 49 training institutes that responded to the survey, claimed that the entire batch of graduates was able to find placement. However, they revealed that not all from the graduating class were joining the hotel industry. An estimated 65% of them are joining the star category hotels (predominantly 4star/5star hotels) while the balance were joining the cruise liners and even call centers in the metropolitan cities. This trend has been attributed to better salary levels in the other sectors.

89

CHAPTER 12

TRAVEL & TOUR INSTITUTES

90

There are a total of 172 training institutes in the area of tour & travel management; 11 of them are Government promoted ones and 78 of them are affiliated to Universities while the balance are privately owned/ managed ones. These institutes have been established with the following objectives: To impart knowledge and skills to understand in totality the travel and tourism

and cargo industry, its inter-relationships and impacts. To provide career oriented training

To develop analytical and innovative attitudes to facilitate change and increase

the effectiveness and efficiency of the tourism industry. To impart comprehensive international travel education of the highest

standards Some of the more famous private institutes include YMCA, Trade Wings Institute of Management, Sita Academy, Institute of Tourism and Future Management. Some of the reputed government approved institutes are Indian International Trade center, Indian Institute of Management, Indian Institute of Tourism and Travel. A few universities such as Mumbai University, Delhi University, Banaras Hindu University, Bangalore University, Aligarh Muslim University and Karnataka University also offer travel and tourism courses

91

Region City Institutes

Affiliated to Universities

Other Private Institutes

Govt. Sponsored Institutes

26 20 4

Jaipur -- 2 -- Udaipur -- -- -- Shimla 1 -- -- Delhi 7 10 3

North

Others 18 8 1 23 26 3

Pune 1 1 -- Ahmedabad -- 1 -- Goa 2 2 -- Mumbai 7 7 2

West

Others 13 15 1 20 23 3

Bangalore 3 4 1 Hyderabad -- 2 1 Tirupati 1 -- -- Mysore -- -- -- Trivandrum 1 -- 1 Chennai 4 2 --

South

Others 11 15 -- 9 14 1

Guwahati 1 1 -- Shillong -- -- -- Kolkata 1 3 1 Bhubaneswar 1 1 --

East

Others 6 9 -- TOTAL 78 83 11

92

Government sponsored institutes produce only 3% of the trained manpower in the country while the private institutes account for 29%; institutes affiliated to universities account for the balance 68% of the graduating class. Sector Degree/

Diploma


Class Size

Master of Tourism Management/ Administration (MTM/MTA)

Air Cargo management, Tourism Concepts, Tourism Marketing, Foreign Language, Tourism Products, Geography & International Tourism

3588

Post Graduate Diploma in Travel Management (PGDTM)

Tourism concepts, Tourist Transport system, Travel agency management, Aviation Geography, basic air fares and ticketing, CRS & foreign language

2652

Bachelor of Tourism Administration (BTA)

Fundamentals of Tourism, Tourism geography, Travel agency management, Airline management & Ticketing & Foreign languages

3354

Universities

Tourism & Travel Management (TTM)

Tourism business, Tourism products & marketing, Travel agency management, Information, Communication & Automation

2340

The duration of the PG courses is 1 year whereas the Master courses in Travel & Tourism duration is of 2 years.

93

Sector Degree/

Diploma


Class Size

IATA/UFTAA certified courses

Air Fare & Ticketing, Geography in travel planning, Transport, Customer Service & Business environment of Travel & Tourism Industry

3320

Post Graduate Diploma in Airlines & Travel Business management

Airline & Travel marketing, Principles of Travel & Tourism, Airline & Travel Operations, Tourism Impacts

1245

Private Institutes

BBA (Tourism) Management Tourism Enterprises, Tourism Policy, Planning & Development & Marketing

581

Government approved

Post Graduate Diploma In Tourism Management (PGDTM)

Toursim concepts & Impacts, Geography & International Tourism, Tourism products of India, Transport in Travel & Tourism

550

The job opportunities open for students are in Travel Agencies, State Tourism

Development Corporations, hotels and even BPO companies catering to the travel

sector.

94

12.1. Course Content The courses include topics such as management concepts, travel & tourism marketing

and travel agency management. In addition, a module of IATA/UFTAA foundation

as well as foreign languages have been included. The popular subjects are as follows:

Tourism concept and impacts

Travel agency and tour operations

Geography and International tourism

Transport in Travel & Tourism

Management concepts & organizational behaviour

Quantitative analysis & event management

Marketing for travel & tourism

Computing & information system in tourism

French/ German and Business English

Airfares & ticketing; CRS – Computer Reservation System

Tour package operation management

Tourism policy and planning development

12.2. Faculty Profile

Faculty of these institutes have 5-7 years of experience and are IATA/UFTAA diploma holders. 12.3. Course Fee The fee of these institutes is in the range of Rs 30,000 – 60,000.

95

APPENDIX 1

96

APPENDEX 1

# Hotel Rooms Per Lakh of Tourists

State City 5star/4star/Heritage 1-3 stars Medium/small

Hyderabad 21.31 14.11 138.61 Andhra Pradesh Tirupati -- 6.04 22.19

Chennai 45.01 31.28 279.12 Tamilnadu Ooty 2.13 22.9 313.77 Bangalore 31.13 24.73 906.12 Karnataka Mysore 3.80 5.35 288.84 Cochin 41.65 82.35 434.63 Kerala Trivandrum 56.04 65.44 888.44

M.P Khajuraho 128.14 141.78 323.77 Agra 53.13 15.99 105.63 U.P Shimla 13.83 8.45 1020.88 Varanasi 11.27 7.12 539.84 U.P Hardwar -- -- 150.30 Bhubaneshwar 62.71 57.48 785.67 Orissa Puri 13.77 3.32 1580.35

Assam Guwahati 7.35 11.02 537.67 Meghalaya Shillong 18.40 20.24 739.64

Jaipur 175 105.98 1638.03 Rajasthan Udaipur 49.05 97.75 810.12

W.B Kolkata 27.95 11.48 144.89 Delhi Delhi 394.33 49.91 1095.59 Punjab Amritsar 85.09 59.73 2704.82

Mumbai 752.80 320.87 2754.65 Maharashtra Pune -- -- --

Aurangabad 34.60 23.91 2310.06 Gujarat Ahmedabad 28.96 43.99 975.12 Goa Goa 121.04 65.06 560.57

Ovreall 46.44 25.07 452.69

97

5star/4star/Heritage : Employment Forecasts 2010


Front office

F&B service

F&B kitchen

House keeping

Accounts Total

Andhra Pradesh 255 212 653 613 467 233 3136

Tamilnadu 510 425 1307 1228 935 466 6281

Karnataka 406 339 1041 979 744 371 5004

Kerala 338 282 868 815 620 309 4170

M.P 121 101 310 292 222 110 1491

U.P 472 394 1209 1137 865 431 5813

H.P 47 40 124 116 89 44 595

Orissa 83 69 213 200 153 76 1025

Assam 21 18 56 52 40 20 268

Meghalaya 6 6 18 17 13 7 87

Rajasthan 538 450 1381 1298 988 492 6639

W.B 342 285 877 824 627 312 4213

Delhi 1383 1156 3551 3338 2539 1266 17068

Uttaranchal 45 38 117 110 84 42 562

Maharashtra 1458 1218 3742 3517 2676 1334 17983

Gujarat 103 86 265 249 190 95 1274

Goa 427 358 1099 1033 786 392 5282

Punjab 137 115 353 332 252 126 1697

All India 6732 5628 17285 16247 12361 6164 83077

98

Star/2 Star/ 3 Star Hotels: Employment Forecasts 2010


Front office

F&B service

F&B kitchen

House keeping

Accounts Total

Andhra Pradesh 297 470 1594 1995 1903 619 7326

Tamilnadu 416 655 2222 2781 2653 863 10213

Karnataka 157 249 843 1055 1007 328 3874

Kerala 355 559 1895 2372 2263 736 8711

M.P 201 134 230 279 197 115 1048

U.P 197 257 598 425 408 123 2651

H.P 42 54 125 89 85 25 554

Orissa 44 88 396 410 308 88 1494

Assam 26 51 231 240 180 52 874

Meghalaya 6 12 52 54 40 12 196

Rajasthan 457 306 526 636 450 263 2393

W.B 79 158 709 735 552 157 2679

Delhi 190 248 578 412 395 119 2564

Uttaranchal 112 146 340 242 232 70 1509

Maharashtra 1228 819 1410 1706 1205 705 6414

Gujarat 369 246 424 513 362 212 1927

Goa 228 152 262 317 224 130 1190

Punjab 202 263 612 436 418 126 2715

All India 4941 5546 14150 14150 12656 4479 63176

99

Medium & Small Hotels/Guest Houses: Employment Forecasts 2010


Front office

F&B service

F&B kitchen

House keeping

Accounts Total

Andhra

Pradesh

4630 6209 5262 5051 14311 2631 79238

Tamilnadu 4587 6152 5213 5005 14180 2606 78513

Karnataka 2427 3255 2758 2648 7502 1379 41537

Kerala 1910 2562 2171 2084 5905 1085 32693

M.P 8332 9882 13305 8654 16017 4457 68784

U.P 63039 76793 121494 84816 146710 35531 615492

H.P 4928 6002 9496 6629 11466 2777 48105

Orissa 6965 1460 9324 5055 8538 1909 37072

Assam 2152 1369 7041 5868 6063 1956 29535

Meghalaya 377 240 1235 1029 1063 343 5179

Rajasthan 14939 17720 23858 15519 28722 7992 123343

W.B 7150 1499 9571 5189 8764 1960 38055

Delhi 1296 1578 2497 1743 3015 730 12650

Uttaranchal 2294 2793 4419 3085 5336 1292 22385

Maharashtra 6602 7829 10541 6857 12691 3531 54498

Gujarat 670 793 1068 695 1286 357 5522

Goa 1288 1526 2055 1337 2474 689 10625

Punjab 944 1150 1820 1270 2197 532 9219

All India 185753 147321 299300 190993 325504 83850 1405080

100

5star/4star/Heritage : Employment Forecasts 2020

State Manage

ment

team

Front

office

F&B

service

F&B

kitchen

House

keeping

Accounts Total

Andhra Pradesh 255 212 653 613 467 233 3136

Tamilnadu 717 599 1840 1729 1316 656 8844

Karnataka 583 486 1494 1404 1068 533 7179

Kerala 501 420 1289 1212 922 460 6197

M.P 176 147 451 424 322 160 2166

U.P 618 517 1588 1492 1135 566 7631

H.P 63 52 160 150 114 57 769

Orissa 118 99 304 286 217 109 1460

Assam 21 18 56 52 40 20 268

Meghalaya 6 6 18 17 13 7 87

Rajasthan 620 518 1591 1496 1138 567 7649

W.B 451 377 1159 1089 829 414 5571

Delhi 1759 1470 4515 4244 3229 1610 21701

Uttaranchal 45 38 117 110 84 42 562

Maharashtra 1946 1627 4996 4696 3573 1782 24013

Gujarat 106 89 274 1317 258 196 98

Goa 642 537 1649 1550 1180 588 7927

Punjab 221 185 569 534 407 202 2732

All India 8950 7481 22977 21597 16432 8194 110434

101

Star/2 Star/ 3 Star Hotels: Employment Forecasts 2020


Front office

F&B service

F&B kitchen

House keeping

Accounts Total

Andhra Pradesh 356 561 1903 2382 2273 740 8749

Tamilnadu 547 863 2927 3664 3495 1137 13454

Karnataka 232 366 1240 1553 1481 482 5702

Kerala 567 894 3031 3795 3620 1177 13935

M.P 281 188 323 391 276 161 1470

U.P 203 264 614 437 419 126 2725

H.P 42 54 125 89 85 25 554

Orissa 55 110 495 513 385 110 1868

Assam 32 64 288 298 224 64 1086

Meghalaya 6 40 12 52 54 12 196

Rajasthan 516 343 591 715 506 296 2690

W.B 88 176 792 822 616 176 2994

Delhi 220 287 668 476 456 137 2963

Uttaranchal 112 146 340 242 232 70 1509

Maharashtra 1548 1032 1778 2150 1520 888 8086

Gujarat 530 353 608 736 520 304 2767

Goa 310 207 356 431 304 178 1620

Punjab 245 319 744 530 508 153 3300

All India 6496 83044 7290 18600 18600 16637 5889

102

Medium & Small Hotels/Guest Houses: Employment Forecasts 2020


Front office

F&B service

F&B kitchen

House keeping

Accounts Total

Andhra Pradesh 12009 16103 13647 13101 37120 6824 205524

Tamilnadu 7473 10021 8492 8152 23098 4246 127889

Karnataka 3954 5301 4493 4313 12220 2246 67659

Kerala 3112 4173 3536 3395 9618 1768 53255

M.P 21611 25630 34509 22447 41544 11558 178407

U.P 163507 199182 315124 219992 380527 92159 1596429

H.P 8026 9777 15467 10798 18678 4523 78358

Orissa 11345 2379 15188 8235 13907 3111 60387

Assam 13322 8477 43599 36332 37543 12111 182872

Meghalaya 2336 1486 7645 6371 6583 2123 32065

Rajasthan 24335 28864 38862 25279 46786 13017 200914

W.B 18544 3888 24826 13460 22732 5085 98705

Delhi 2109 2571 4067 2840 4912 1190 20606

Uttaranchal 3735 4549 7198 5025 8691 2105 36463

Maharashtra 10753 12753 17171 11169 20672 5751 88771

Gujarat 1089 1292 1740 1132 2095 583 8995

Goa 2097 2486 3348 2178 4030 1122 17307

Punjab 1538 1874 2964 2069 3579 867 15016

All India 431194 341982 694777 443359 755603 194646 3261666

103

APPENDIX 2

104

APPENDIX 2

State-wise Employment in Conventional Restaurants (2010)

States Management Kitchen Service Total A.P 5390 31520 35540 80307

Tamilnadu 4906 28687 32346 73090

Karnataka 4108 24021 27084 61201

Kerala 2375 13887 15658 35382

U.P 12107 68150 64928 159830

H.P 544 3060 2916 7177

Delhi 4200 23640 22522 55442

Punjab 1978 11137 10610 26119

Orissa 2046 8697 8355 21741

W.B 6597 28035 26936 70088

Maharashtra 17938 67083 78619 192446

Rajasthan 6939 25949 30411 74441

M.P 11247 42060 49293 120661

Gujarat 8665 32407 37979 92967

Goa 754 2820 3305 8090

Assam 13 71 68 166

Total 89805 411223 446570 1079150

All India 102052 467299 507467 1226307

105

State-wise Employment in Conventional Restaurants (2020)


Tamilnadu 5439 31804 35860 81031

Karnataka 4754 27800 31346 70831

Kerala 2737 16005 18047 40779

U.P 15969 89890 85640 210816

H.P 574 3229 3076 7572

Delhi 4845 27271 25982 63958

Punjab 407 2293 2184 5377

Orissa 2451 10416 10008 26041

W.B 7531 32007 30752 80018

Maharashtra 20608 77070 90323 221097

Rajasthan 8761 32765 38400 93997

M.P 14192 53074 62201 152257

Gujarat 10055 37605 44071 107880

Goa 830 3104 3638 8904

Assam 15 84 80 198

Total 105417 480957 522808 1263852

All India 119792 546542 594100 1436196

106

State-wise Employment in Cafe (2010)

States Management Kitchen Service Total U.P 9536 92639 77653 196176

Delhi 3309 32141 26942 68064

Punjab 1559 15141 12692 32064

H.P 429 4171 3496 8832

Assam 0 140 70 210

A.P 1025 6150 5125 13325

Tamilnadu 933 5598 4665 12129

Karnataka 781 4686 3905 10153

Kerala 452 2712 2260 5876

Maharashtra 604 1351 1524 4371

Rajasthan 235 525 592 1699

M.P 380 850 958 2748

Gujarat 293 655 739 2118

Goa 26 59 67 191

Total 19561 166818 140688 357956

All India 22229 189566 159872 406768

107

State-wise Employment in Café (2020)

States Management Kitchen Service Total U.P 12579 122196 102429 258768

Delhi 3817 37083 31084 78528

Punjab 1773 17227 14440 36480

H.P 453 4397 3686 9312

Assam 0 168 84 252

A.P 1188 7128 5940 15444

Tamilnadu 1034 6204 5170 13442

Karnataka 904 5424 4520 11752

Kerala 521 3126 2605 6773

Maharashtra 693 1552 1750 5019

Rajasthan 295 661 745 2138

M.P 477 1068 1205 3454

Gujarat 338 755 852 2443

Goa 29 65 73 210

Total 24102 207054 174583 444015

All India 27389 235289 198390 504563

108

State-wise Employment in Fast Food (2010)

States Management Kitchen Service Total Orissa 677 1353 3609 6766

WB 2182 4363 11636 21817

U.P 16229 45982 32458 110897

Delhi 5628 15945 11255 38455

Punjab 2650 7509 5301 18110

H.P 730 2068 1460 4987

A.P 1563 7294 4168 14849

Tamilnadu 1422 6636 3792 13509

Karnataka 1191 5558 3176 11315

Kerala 689 3213 1836 6541

Maharashtra 5127 11832 10452 41806

Rajasthan 1984 4578 4044 16176

M.P 3216 7422 6556 26224

Gujarat 2478 5718 5051 20204

Goa 216 498 440 1760

Total 45980 1299969 105232 353415

All India 52250 147692 119582 401608

109

State-wise Employment in Fast Food (2020)

States Management Kitchen Service Total Orissa 811 1621 4323 8106

WB 2491 4982 13287 24912

U.P 21403 60642 42806 146255

Delhi 6494 18400 12989 44377

Punjab 3018 8552 6037 20625

H.P 768 2176 1536 5247

A.P 1812 8456 4832 17214

Tamilnadu 1577 7357 4204 14977

Karnataka 1379 6433 3676 13096

Kerala 794 3703 2116 7538

Maharashtra 5892 13596 12010 48039

Rajasthan 2504 5778 5104 20416

M.P 4059 9366 8273 33093

Gujarat 2876 6636 5862 23447

Goa 237 482 1929 546

Total 56112 127536 158245 429272

All India 63764 179824 144927 487809

110

State-wise Employment in Dhaba (2010)


Tamilnadu 1009 6808 6808 14751

Karnataka 844 5697 5697 12343

Kerala 488 3296 3296 7141

U.P 5231 25281 24410 59281

Delhi 1814 8770 8467 20564

Punjab 854 4130 3987 9684

H.P 235 1138 1099 2668

Orissa 428 886 1176 2551

W.B 1379 2857 3793 8227

Maharashtra 3284 11493 11310 27181

Rajasthan 1271 4447 4377 10518

M.P 2058 7205 7090 17040

Gujarat 1587 5553 5465 13134

Goa 138 483 475 1142

Assam 1054 62 434 558

Total 21790 95953 95484 223474

All India 24761 109037 108504 253947

111

State-wise Employment in Dhaba (2020)


Tamilnadu 1118 7545 7545 16348

Karnataka 977 6597 6597 14293

Kerala 563 3800 3800 8233

U.P 6899 33346 32196 78191

Delhi 2093 10117 9768 23723

Punjab 973 4702 4540 11026

H.P 248 1197 1155 2806

Orissa 512 1062 1409 3057

W.B 1575 4330 3262 9392

Maharashtra 3773 13207 12997 839

Rajasthan 1605 5616 5527 13282

M.P 2598 9093 8948 21505

Gujarat 1840 6442 6339 15235

Goa 152 531 1256 523

Assam 74 515 1250 662

Total 26284 115698 115005 269611

All India 29868 131475 130688 306377

112

APPENDIX 3

113

HOTELS MR/MOT/31

Good morning/ afternoon. I am ______ from Market Pulse, a reputed marketing research company. We are currently carrying out a study to determine the manpower potential of the hotels and restaurants sector. Our company has been retained by Ministry of Tourism to carry out this study. I would be grateful if you could spend some of your valuable time. This feedback will take 15 – 20 minutes. 1. Number of Employees

1.3. Recruitment of fresh graduates & others with no prior work experience

1.1. We would like to know how many permanent employees are employed in

different departments of your hotel. I am going to read out the departments one by one. Please tell me how many people are employed in… READ OUT DEPARTMENTS ONE BY ONE

1.2. Now, please tell us about the number of casual or temporary employees

whom you hire every year in … READ OUT DEPARTMENTS ONE BY ONE.

1.3. Now tell me how many fresh graduates and others with no prior work experience in … READ OUT DEPARTMENTS ONE BY ONE

1.1. Number of Permanent employees

1.2. Number of casual or temporary employees

Departments

2003 2002 2003 2002 2003 2002 Management

Team

Front Office

F & B (Service)

F & B (Kitchen)

House Keeping

Accounts

EDP

Security

114

Sales &

Marketing

Purchase &

Stores

Human

Resource

Public Relation

Engineering

Telephone

Health Club

Laundry

Total 2. Which is the peak season for tourism in your city? And when you have to

hire casual or temporary employees? 3. DEPARTMENT DETAILS Now I would like to know more about some specific departments such as F&B, front office and housekeeping. 3.1. Of the total workforce in the front office, please tell me how many managers are there. How many supervisors are there? How many front office assistants are there?

Number of Managers:

Number of Supervisors:

Number of Office Assistants:

3.2. Of the total workforce in F&B service, please tell me how many captains are there? How many stewards are there? How many waiters are there?

115

Number of Managers:

Number of Captains:

Number of Stewards:

Number of Waiters:

3.3. Of the total workforce in the kitchen, please tell me how many chefs are there in your hotel’s kitchen and production? How many cooks are there? How many helpers are there?

Number of Chefs:

Number of Cooks:

Number of Helpers:

3.4. Of the total workforce in housekeeping, please tell me how many managers are there? How many room supervisors are there? How many attendants are there? How many house-men are there?

Number of Managers

Number of Supervisors:

Number of Room attendants:

Number of House-men:

3. Required Qualification for Different Departments & Functions We would like to know the qualifications that your hotel looks for, when recruiting for … READ OUT DEPARTMENTS ONE BY ONE

116

Department Academic qualification

Management Team: Managers

Supervisors

Front Office:

Office

Assistants

Managers

Captains

Stewards

F & B (Service)

Waiters

Chefs

Cooks

F & B (Kitchen)

Helpers

Managers

House Keeping:

Supervisors

117

Office Assistants

Department Academic qualification

Accounts:

EDP:

Security:

Sales & Marketing:

Purchase:

Human Resource:

Public Relation:

Engineering:

Telephone:

Health Club:

Laundry:

Any Other

118

HOTELS MR/MOT/31

Good morning/ afternoon. I am ______ from Market Pulse, a reputed marketing research company. We are currently carrying out a study to determine the manpower potential of the hotels and restaurants sector. Our company has been retained by Ministry of Tourism to carry out this study. I would be grateful if you could spend some of your valuable time. This feedback will take 15 – 20 minutes. 1. Number of Employees 3.1. We would like to know how many permanent employees are employed in

different departments of your hotel. I am going to read out the departments one by one. Please tell me how many people are employed in… READ OUT DEPARTMENTS ONE BY ONE

3.2. Now, please tell us how many of these are in the age group of ‘Less than 30

years/ 30 – 40 years/ 41 – 50 years/ Above 50 years’ in … ASK FOR EACH DEAPRTMENT

3.3. Now tell me what the retiring age is in … ASK FOR EACH

DEAPRTMENT.

119

1.2. Number of employees Age-wise (years)

Departments 1.1. Number of employees

<=30 31 – 40

41 – 50

>50

1.3. Retiring Age (years)

Management

Team

Front Office

F & B (Service)

F & B

(Kitchen)

House Keeping

Accounts

EDP

Security

Sales &

Marketing

Purchase &

Stores

Human

Resource

Public Relation

Engineering

Telephone

Health Club

Laundry

Total

120

Name of hotel: Ownership: [1] Partnership [2] Proprietorship [4] Private limited [5] Public limited [6] Government owned Hotel Category: [1] __ Star [2] Heritage [3] Guest house/ inn

[4] Motel [5] Resort [6] Any other ________________

Air-conditioning: [1] Yes [2] Partly [3] No Number of rooms: ___________________ Credit card acceptance: [1] Yes [2] No Hotel Association Membership: ___________ ___________ ___________ _________ _________ # Restaurants: _______ Bar: [1] Yes [2] No Banquet facilities: [1] Yes _____ [2] No

City: State: Type of city: [1] Business Centre [2] Pilgrimage [3] Historical Value [4] Hill Station [5] Beach [6] National Park [8] Any other ___________________ Year of Inception: Name and Designation of the person contacted:

121

Restaurants MR/MOT/31 Good morning/ afternoon. I am_________ from Market Pulse, a reputed marketing research company. On behalf of Ministry of Tourism, Govt. of India, we are carrying out a study to determine the manpower potential of the Hotel and Restaurant sector in India. I would appreciate if you could spend some of your valuable time. This feedback will take 15 – 20 minutes. 1. Number of Employees 1.1. We would like to know how many people are employed in different departments of your

hotel. Please tell me how many people are employed in… READ OUT DEPARTMENTS ONE BY ONE

1.2. Now, please tell us about the number of casual or temporary employees whom you hire

every year in … READ OUT DEPARTMENTS ONE BY ONE. 1.3. Now tell me how many people were recruited, who had no prior work experience in …

READ OUT DEPARTMENTS ONE BY ONE

1.1. Number of Permanent employees in year

1.2. Number of casual or temporary employees in year

1.3. Recruitment of fresh graduates & others with no prior work experience in year

Departments

2003 2002 2003 2002 2003 2002 Management

Kitchen

Service

Store

Security

Maintenance

Delivery

Total

2. DEPARTMENT DETAILS Now I would like to know more about each of certain departments such as kitchen, service and store. Please tell me … 2.1. Of the total workforce in the kitchen, how many are chefs? How many are cooks? And how many are helpers? Nos. Chefs

Cooks

Helpers

2.2. Of the total workforce in service, please tell me how many are hall in charge. How many are captains? How many are butlers? How many are stewards? And how many are waiters? Nos. Hall in charge

Captains

Butlers

Stewards

Waiters

2.3. Of the total workforce in Store, how many are managers? How many are storekeepers and how many are helpers? Nos. Store manager

Store keepers

Helpers

3. Required Qualification for Different Departments & Functions We would like to know the qualifications that your hotel looks for, when recruiting for … READ OUT ONE BY ONE Departments

Academic qualification

Management

Kitchen Chef

Cook

Helper

Service Hall in charge

Captain

Butler

Stewards

Waiters

Store Store manager

Storekeeper

Helper

Security

Maintenance

Delivery

Employees on Contract Basis

Restaurant Name: City: State: Ownership: [1] Partnership [2] Proprietorship [3] Private limited [4] Public limited [5] Government owned Restaurant Category: [1] Oriental [2] Mughlai [3] Fast Food

[4] Multi Cuisine [5] South Indian [6] Specialty [7] Any other ___________________ Air-conditioning: [1] Yes [2] No Seating capacity: ___________________ Credit card acceptance: [1] Yes [2] No Association Membership: ___________ ___________ ___________ _________ Liquor Served: [1] Yes [2] No Banquet facilities: [1] Yes _____ [2] No

Facilities: [1] Free Home Delivery [2] Any Other facility (please specify) Date of inception of the restaurant: Any future expansion plan (please specify): Name and Designation of the person contacted:

Restaurants MR/MOT/31 Good morning/ afternoon. I am_________ from Market Pulse, a reputed marketing research company. On behalf of Ministry of Tourism, Govt. of India, we are carrying out a study to determine the manpower potential of the Hotel and Restaurant sector in India. I would appreciate if you could spend some of your valuable time. This feedback will take 15 – 20 minutes. 1. Number of Employees 1.4. We would like to know how many permanent employees are employed in different

departments of your hotel. I am going to read out the departments one by one. Please tell me how many people are employed in… READ OUT DEPARTMENTS ONE BY ONE

1.5. Now, please tell us how many of these are in the age group of ‘Less than 30 years/ 30 – 40

years/ 41 – 50 years/ Above 50 years’ in … ASK FOR EACH DEAPRTMENT 1.6. Now tell me what the retiring age is in … ASK FOR EACH DEAPRTMENT.

1.2. Number of employees in age group (years)

Departments 1.1. Number of employees

<=30 31 – 40 41 – 50 >50


Management

Kitchen

Service

Store

Security

Maintenance

Delivery

Total

Restaurant Name: City: State: Air-conditioning: [1] Yes [2] No Seating capacity:__________ Date of inception of the restaurant: Name and Designation of the person contacted:

TOUR & TRAVEL OPERATORS

MR/MOT/31 Good morning/ afternoon. I am ______ from Market Pulse, a reputed marketing research company. We are currently carrying out a study to determine the manpower potential of the hotels, restaurants and tour & travel sector. Our company has been retained by Ministry of Tourism, Govt. of India to carry out this study. I would be grateful if you could spend some of your valuable time. This feedback session will take 15 – 20 minutes. Please tell us the business areas that your company operates in.

[1] Travel Agency [2] Tour Operator [3] Adventure Tour Operator

[4] Tourist Transport Operator [5] If any other, please specify________ 1. Number of Employees: 1.1. We would like to know how many permanent employees are employed in different

departments of your company. I am going to read out the departments one by one. Please tell me how many people are employed in… READ OUT DEPARTMENTS ONE BY ONE

1.2. Now, please tell us about the number of casual or temporary employees whom you hire

every year in … READ OUT DEPARTMENTS ONE BY ONE. 1.3. Now tell me how many fresh graduates and others with no prior work experience in …

READ OUT DEPARTMENTS ONE BY ONE

1.1. Number of Permanent employees

1.2. Number of casual or temporary employees

1.3. Recruitment of fresh graduates & others with no prior work experience

Departments

2003 2002 2003 2002 2003 2002 Administration

Ticketing

Foreign Exchange

Tours

Sale & Marketing

Accounts

Total

3. Eligibility Criteria: Now please tell me what educational qualification do you look for, when recruiting for….. READ OUT DEPARTMENTS ONE BY ONE… Departments

Educational qualification

Administration

Ticketing

Foreign Exchange

Tours

Sale & Marketing

Accounts

4. Approximately how many customers would your company has handled this year and last year? Present Year_______ Last Year________ Name of the company: Address: City: State: Telephone No.: Year of inception: Name and Designation of the person contacted:

MR/MOT/31

Good morning/ afternoon. I am ______ from Market Pulse, a reputed marketing research company. We are currently carrying out a study to determine the manpower potential of the Tour & Travel sector. Our company has been retained by Ministry of Tourism to carry out this study. I would be grateful if you could spend some of your valuable time. This feedback will take 15 – 20 minutes. 1. Number of Employees 1.1. We would like to know how many permanent employees are employed in different departments of your company.

I am going to read out the departments one by one. Please tell me how many people are employed in… READ OUT DEPARTMENTS ONE BY ONE

1.2. Now, please tell us how many of these are in the age group of ‘Less than 30 years/ 30 – 40 years/ 41 – 50 years/

Above 50 years’ in … ASK FOR EACH DEAPRTMENT 1.3. Now tell me what the retiring age is in … ASK FOR EACH DEAPRTMENT. Departments 1.2. Number of employees

Age-wise (years)

1.1. Number of employees

<=30 31 – 40 41 – 50 >50


Administration

Ticketing

Foreign Exchange

Tours

Sale & Marketing

Accounts

Total

Name of the company: Address: City: State: Telephone No.: Year of inception: Name and Designation of the person contacted:

INSTITUTES

MR/MoT/31 Good morning/ afternoon. I am ______ from Market Pulse, a reputed marketing research company. We are currently carrying out a study to determine the manpower potential of the Hotels and Restaurants sector. Our company has been retained by Ministry of Tourism, Govt. of India to carry out this study. I would appreciate if you could spend some of your valuable time. This feedback will take 10 – 15 minutes. Courses: Ser. No. Name of degree/diploma Subjects Studied

New Degree/Diploma/Courses planned in future: - Any future expansion plan (In terms of opening new institutes or increasing the total size of the students): - Total number of faculty: Profile of faculty: Number of students graduating per year (specific number)

Year Course 1 Course 2 Course 3 Course 4 Total 2003 2002 2001 2000 1999

Name of the Institute: Address: City: State: Telephone No.: Name & Designation of the person contacted: -

Manpower Requirement in Hotel Industry & Tour/Travel Sector

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