Chapter-1

Introduction

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 INTRODUCTION

Organization study is a part of m.com in entrepreneurship program

which a student has to undergo training during their course of study. It
narrows the gap between theoretical knowledge and practical situations.
The intention of organization study is to have an exposure of real
organization function and to strengthen the theoretical knowledge. I did
my training program at SWASTIK MANDAP & HOTEL. During the period
of one month I was able to experience the various function of different
departments in the organization.

OBJECTIVES OF THE STUDY: -

• To get practical exposure in the corporate world.
• To have a proper balance between the theory and practical
knowledge
• To study origin, mission vision, and status of the organization.
• To study the functional departments, exist in the organization
• To evaluate the effectiveness of the organization
• To study the problem areas in the organization
• To provide some valuable suggestion to improve the efficiency
in the organization.

SCOPE OF THE STUDY: -

➢ The scope is wide through not so wide as books.
➢ This report is based on the study conducted at SWASTIK
MANDAP & HOTEL, PURI
➢ It aims at understanding the company’s establishment,
organization structure departments, production techniques,
marketing strategies and the advantages it is having over the
competitors.
➢ An attempt is made to analyses the company performance in
comparison to the theoretical aspects.
➢ It aims to understand the skills of company in areas like
technological advancements, competition and in
management.

METHODOLOGY OF THE STUDY: -

• Observing the working of various departments like Finance,
Human Resource, Sales etc.
• Discussion with the company executives and employees,
managers and employees.
• Visiting and surfing websites of the company.

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 The knowledge provided by our professor are proved beneficial for
me.

LIMITATION OF THE STUDY: -

There is no activity that can be completed without any

limitation. The main limitation faced during the preparation of this project
report on “Swastik Mandap” is as follows: -

➢ Time available for the completion of the project is very short,

hence much information could not be undertaken.
➢ As per the company rules many information were not
disclosed
➢ As The managers were busy in their daily schedules were not
possible for us to spend more time in interacting with them.
➢ The report is based on the analysis on the recent year’s data, which
may not be sufficient in some cases.

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 CHAPTER-2
Introduction to Hotel Industry

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 HOSPITALITY AND TOURISM INDUSTRY

The Indian hospitality industry has emerged as one of the key industries driving
growth of the services sector in India. It has evolved into an industry that is sensitive
to the needs and desires of people. The fortunes of the hospitality industry have always
been linked to the prospects of the tourism industry and tourism is the foremost
demand driver of the industry. The Indian hospitality industry has recorded healthy
growth fueled by robust inflow of foreign tourists as well as increased tourist movement
within the country and it has become one of the leading players in the global industry.
Foreign tourist arrivals (FTAs) into the country increased steadily from 2002 to 2008.
FTAs dipped in 2009, due to the global economic slowdown; however, the impact on
the Indian industry was much lower than that on the global counterparts. FTAs are
expected to increase in 2010. On the other hand, domestic tourist movement within
the country was the highest in 2009.

Industry characteristics
Major characteristics of the Indian hospitality industry are:
➢ High seasonality
The Indian hotel industry normally experiences high demand during October–April,
followed which the monsoon months entail low demand. Usually the December and
March quarters bring in 60% of the year’s turnover for India’s hoteliers. However, this
trend is seeing a change over the recent few years. Hotels have introduced various
offerings to improve performance (occupancy) during the lean months. These include
targeting the conferencing segment and offering lucrative packages during the lean
period.
➢ Labor intensive
Quality of manpower is important in the hospitality industry. The industry
provides employment to skilled, semi-skilled, and unskilled labor directly and indirectly.
In India, the average employee-to-room ratio at 1.6 (2008-09), is much higher than
that for hotels across the world. The ratio stands at 1.7 for five-star hotels and at 1.9
and 1.6 for the four-star and three-star categories respectively. Hotel owners in India
tend to “over spec” their hotels, leading to higher manpower requirement. With the
entry of branded international hotels in the Indian industry across different categories,
Indian hotel companies need to become more manpower efficient and reconsider their
staffing requirements.
➢ Classification of hotels
The Ministry of Tourism has formulated a voluntary scheme for classification of
operational hotels into different categories, to provide contemporary standards of

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facilities and services at hotels. Based on the approval from the Ministry of Tourism,
hotels in India can divided into two categories:
➢ DoT (Department of Tourism) classified hotels.
➢ DoT (Department of Tourism) unclassified hotels.
➢ Classified hotels
Hotels are classified based on the number of facilities and services provided by
them. Hotels classified under the Ministry of Tourism enjoy different kinds of benefits
such as tax incentives, interest subsidies, and import benefits. Due to lengthy and
complex processes for such classification, a significant portion of the hotels in India
still remain unclassified. The Ministry of Tourism classifies hotels as follows:
Star category hotels
➢ Heritage hotels
➢ Licensed units
➢ Star category hotels
Within this category, hotels are classified as five-star deluxe, five-star, four-star,
three star, two-star and one-star.
➢ Heritage hotels
These hotels operate from forts, palaces, castles, jungles, river lodges and heritage
buildings. The categories within heritage classification include heritage grand, heritage
classic and heritage basic.
➢ Licensed units
Hotels/establishments, which have acquired approval/license from the Ministry of
Tourism to provide boarding and lodging facilities and are not classified as heritage or
star hotels, fall in this category. These include government-approved service
apartments, timesharing resorts, and bed and breakfast establishments.
➢ Branded players
This segment mainly represents the branded budget hotels in the country, which
bridge the gap between expensive luxury hotels and inexpensive lodges across the
country. Budget hotels are reasonably priced and offer limited luxury and decent
services. Increased demand and healthy occupancy have fueled growth of budget
hotels. These hotels use various cost control measures to maintain lower average
room rates without compromising on service quality. Ginger Hotels, ITC Fortune,
Hotel, and Ibis are some of the popular budget hotels.
➢ Other smaller players
These are small hotels, motels and lodges that are spread across the country.
This segment is highly unorganized and low prices are their unique selling

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Growth drivers
The fortunes of the hospitality industry are closely linked to the tourism industry
and hence tourism is one of the most important growth drivers. In addition, all factors
that aid growth in the tourism industry also apply to the hospitality industry. The Indian
hospitality industry has recorded healthy growth in recent years owing to a number of
factors:
➢ Increased tourist movement
➢ Increased FTAs and tourist movement within the country has aided growth in the
hospitality industry. Healthy corporate profits and higher disposable incomes with
easier access to finance have driven the rise in leisure and business tourism, thus
having a positive impact on the hospitality industry.
Economic growth
India is one of the fastest growing economies in the world. It recorded healthy
growth in the past few years, at more than 9% each during FY06-FY08. Despite the
global economic slowdown, the Indian economy clocked growth of 6.7% and 7.4% in
FY09 and FY10 respectively. Attractiveness of India has encouraged foreign players
to set up their operational facilities in the country. Domestic industries have also made
heavy investments to expand their facilities through Greenfield and Brownfield
projects.
Changing consumer dynamics and ease of finance
The country has experienced a change in consumption patterns. The middle-

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class population with higher disposable incomes has caused the shift in spending
pattern, with discretionary purchases forming a substantial part of total consumer
spending. Increased affordability and affinity for leisure travel are driving tourism in
India and in turn aiding growth of the hospitality industry. Emergence of credit culture
and easier availability of personal loans have also driven growth in the travel and
tourism and hospitality industries in the country.
Measures undertaken by the government
➢ Various policy measures undertaken by the Ministry of Tourism and tax
incentives have also aided growth of the hospitality industry; some of them
include:
➢ Allowance of 100% FDI in the hotel industry (including construction of hotels,
resorts, and recreational facilities) through the automatic route
➢ Introduction of ‘Medical Visa’ for tourists coming into the country for medical
treatment
➢ Issuance of visa-on-arrival for tourists from select countries, which include
Japan, New Zealand, and Finland
➢ Promotion of rural tourism by the Ministry of Tourism in collaboration with
the United Nations Development Programme
➢ Elimination of customs duty for import of raw materials, equipment, liquor
etc.
➢ Capital subsidy programme for budget hotels
➢ Exemption of Fringe Benefit Tax on crèches, employee sports, and guest
house facilities
➢ Five-year income tax holidays for 2-4-star hotels established in specified
districts having UNESCO-declared 'World Heritage Sites'.

Trends in the industry

The hospitality industry recorded healthy growth in early-2000, leading to a rise
in occupancy rate during 2005/06 and 2006/07. Consequently, average rates for hotel
rooms also increased in 2006/07. The rise in average rates was also a result of the
demand-supply gap for hotel rooms, especially in major metros. Hotels were charging
higher rates, at times much higher than that those charged by their counterparts in
other parts of the world.
Lured by higher returns experienced by the hotel industry, a number of players,
domestic as well as international, entered the space. India became one of the most
attractive destinations for such investments.

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 While on the one hand, investments continued to flow into the hotel industry, hit
by sharp rise in rates, corporate started looking for alternate cost-effective lodging
options. This led to emergence of corporate guest houses, especially in major metros,
and leased apartments as replacements for hotels. While average room rates rose in
2007/08, occupancy rates dropped. Occupancy rates plunged sharply next year, as
demand declined following the global economic slowdown and the terror attacks in
Mumbai. As a result, hotel rates declined during 2009-10.
The hospitality industry reported improvement in 2009-10, with domestic tourist
movement in the country being at a high. While average rates remained lower,
occupancy rates rose, supported by surge in domestic tourist movement. The industry
is expected to report healthy growth in 2010/11, with expected increase in domestic
tourist movement and rise in international tourist arrivals.
Development of other markets
A major trend in recent times is the development of the hotel industry in cities
other than major metros. As real estate prices have been soaring, setting up and
maintaining businesses and hotels in major metros is becoming more expensive,
leading to search for other cities entailing lesser costs. Consequently, hotel markets
have emerged in cities such as Hyderabad, Pune, and Jaipur, Bangalore. This has led
to increase in hotel development activity and expansion of hotel brands within the
country.
The industry has also seen development of micro markets, especially in primary
cities. As cities grow larger and more office spaces come up across the city, travelers
prefer to stay at hotels closer to the place of work/visit to save on time. This has led to
the same hotel company setting up hotels across different location within a city.
Marketing strategies
Marketing strategies in the hospitality industry have changed drastically over
the past decade. A decade back, the brand name of the hotel was a major driver.
However, with the arrival of well-educated and experienced travelers, hotel companies
have had to change/realign their marketing strategies. Today, hotel companies
marketing strategies are differentiation, consistency, customer satisfaction, delivery of
brand promises, and customer retention. Development and use of technology have
also changed the way hotel companies operate, creating the need for online
marketing. Travelers increasingly conduct basic research on the Internet. Blogs,
networking sites, and travel sites are therefore being used for making choices and the
information provided tends to influence opinions and choices. Several travel portals
have emerged in recent times and travelers are increasingly using these portals to
make hotel reservations.
Opportunities

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 The prospects for the hotel industry in India are bright. With revival in the global
economy, international tourist inflow into the country is expected to rise. Additionally,
hosting of international sports events and trade fairs and exhibitions in the country are
expected to aid both inflow of international tourists and domestic tourist movement.
The upcoming industrial parks, manufacturing facilities and ports across the country
provide a good opportunity for budget and mid-market hotels. Although around 89,500
additional rooms are expected to come up in India in the next five years, the supply of
branded/quality rooms in India is much lower compared to other countries across the
globe. Hence, there exists huge potential for investors and operators across all the
segments of hotel industry in India. The increase in room inventories is expected to
make the hotel industry more competitive and hotels would be under pressure to
maintain quality and service levels at competitive prices. Competitive pricing amongst
the branded hotels along with the addition of more budget and mid-market hotels
would make the hotel industry cost competitive with other destinations. This would aid
the growth of segments such as MICE, amongst others.
While there is immense potential, concerns for growth of the industry remain.
These include high real estate prices in the country, security threats, shortage of
manpower, high tax structure, and non-uniformity in taxes.
Hospitality Industry Growth Rate 2018 - Hotel industry statistics
According to a variety of reports, the U.S. Hospitality industry is growing at a
moderate pace in line with the GDP growth rate that measures the broader economy.
We are clearly out of recession but have a long way to go to strengthen our national
economy. It follows quite logically that as the economy gets stronger the hotel and
hospitality industry will also get stronger.
Hotel industry statistics are used as the basis of the monthly HIP index. It
uses components such as inflation adjusted lodging revenues, the number of
employees and room occupancy rates to come up with a number that reflects the
health of the industry. The index has a starting point of 100. Anything above 100
indicates growth and anything under 100 means contraction or a negative growth rate.
At the end of March, 2018, the HIP index stood at 104.6 indicating a lukewarm rate of
growth.
Looking at specific markets can also indicate the health of the hotel industry. In
the very important Las Vegas, Nevada market, industry growth is slow, but steady. A
recent report provided by the UNLV Centre for Business & Economic Research
(CBER) forecast an increase in visitor count to the city. They expect with a fair degree
of certainty that the city will set an all-time record for annual visitors of just over 40
million people. The prediction of 40.1 million visitors in 2012 would surpass the 39.2
million record set in 2007.

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Texas is another state that attracts millions of travelers and tourists who
support the hospitality industry.
According to the Texas Workforce Commission & Real Estate Center at Texas
A&M University, the employment rate has been growing at a much faster rate than the
national employment rate. That is a strong indication that business will be picking up
for the many hotels, restaurants and tourist attractions in the state. The data shows
that in April, 2012, the Leisure and Hospitality industry employed 1,089,800 compared
to 1,046,000 in April, 2011. The year-to-year comparison shows that 43,800 more
people have been employed and that the figure translates into a 4.2% annual growth
rate.

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 Chapter-3
Company Profile

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 COMPANY PROFILE

Hotel Swastik Mandap is centrally located at Grand Road, Puri, Odisha, India.
It takes about ten minutes from Railway station & the Bus stand to reach the hotel.
Only 3 Km from Puri sea beach, 1 km from Lord Jagannath Temple, 60 km from
Bhubaneswar Airport & 40 km from Konark Sun Temple.
Mandap was started on 26th Jan 2004 by Janardhan Panda. Total 28 rooms
out of which 16 are ac and 12 non-ac. There is a banquet hall, in-house kitchen and
restaurant, big dining area, a big conference hall. services- lift, laundry, beauty
services, boutique and souvenir shop.

Rooms at Swastik Mandap

Room Category Room Type Rate (Rs)
Double Bed Rs 1500
Deluxe Double Bed Rs 1800
AC
Three Bed Rs 2250
Four Bed Rs 2500
Double Bed Rs 1000
Non-AC Deluxe
Deluxe Double Bed Rs 1000 Room tariff start from 800 to
Tax 8.4% on all bills above Rs.1000/. 2500.

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THEIR SERVICES: -
➢ Backup generator
➢ Hot and cold running water
➢ Wardrobe/cupboards
➢ Luggage storage
➢ Wakeup calls
➢ Premium tv channels
➢ Elevator/lift (automatic)
➢ Room service (limited hours)
➢ Security guard
➢ Travel counter
➢ Wedding services
➢ Souvenir shop/ boutique
➢ Package Tour
VISION & MISSION

Swastik Mandap’s Vision Swastik Mandap’s Mission

Sustain swastik's position as one of the
best puri's most valuable corporations
through world class performance,
creating growing value for the Indian
economy.
To enhance the wealth generating
capability of the enterprise in a
globalizing environment, delivering
superior and sustainable stakeholder
value.

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 ORGANIZATIONAL STRUCTURE
FUNCTIONAL DEPARTMENTS SEGMENTATION

There are more than 10 different departments are functioning in the traditional
and executive levels at the management of the hotel. These departments have diverse
portfolios and responsibilities headed by a person in charge of the entire operations
undertaken within the department. He may be a manger/supervisor of the respective
department. The reason why hotels are usually organized into functional blocks, with
departments grouped according to the particular work/activity that particular
Department is actively engrossed. In most scenarios a hotel industry is divided
up into 5 different departments such as rooms, Food and Beverages (usually this
department is called as by its short form as F&B), accounting, sales and Human
Resource/HR. Each of these departments has their own heads of the operations and
they should have to report directly to the General Manager of the hotel regarding the
performance of their respective departments. These departments are subdivided into
various other smaller organizational units. These sub-divisions represent refinement
of the work performed and the knowledge and the skills of the people in each subunit.
As organizations grow large in respect of its size and operations it carries out most
hotels tend to segment its operations to various departments with food preparation
and food servicing as separate entities. Since preparing food and serving it to the
guest are usually of two different arts; both the processes are done through different
and separate works. Thus, forming departments along functional line is the most
common method in a hotel organization. The department engaged in the preparation
of food is called as Production Department while the division involved in the art of
serving the prepared food to the guests in an eye-catchy and sumptuous manner is
known as the Servicing Department.
FRONT OFFICE DEPARTMENT

The front office is the command post for processing reservations, registering
guests, settling guest accounts (cashiering), and checking out guests. Front desk
agents also handle the distribution of guestroom keys and mail, messages or other
information for guests. The most visible part of the front office area is of course the
front desk. The front desk can be a counter or, in some luxury hotels, an actual desk
where a guest can sit down and register.
➢ Sell guestrooms; register guests and design guestrooms
➢ Provide information
➢ Maintain accurate room statistics, and room key inventories
➢ Maintain guest account statements and complete proper financial settlements

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 FRONT OFFICE MANAGER

ASST FRONT OFFICE MANAGER

LOBBY MANAGER/DUTY MANAGER

NIGHT AUDITORS

FRONT OFFICE ASSISTANTS/CASHIER

RESERVATIONS ASSISTANTS

TELEPHONE SUPERVISORS

BELL CAPTION/ BOYS DOOR MAN/LINK MAN

The Front Office may be regarded as the show window of the hotel and hence
must be well designed in the first place and maintained in a well-organized and orderly
manner. Regardless of how a hotel is organized into, the front office is always an
essential focal point. Front Office is the name given to all the functional units of a hotel
which are situated in the front portion of the hotel, that is, the lobby – is the place where
the guests are received, provided information on the products and services offered in
the hotel, the luggage of the guests are handled, the accounts of the guest are settled
at their departure, and the guest’s problems, complaints and suggestions are looked
after. The front desk is the link between the guest and the hotel and represents the
hotel to the guest. And is a liaison between the hotel management and the
coordination of all the guest services. It serves as a main channel of both way
communications i.e. from hotel to the guest and guest to the hotel. Hotel terminology
includes terms such as front-of the-house and back-of-the house. This front-of-the
house term includes those portions of the hotel with which the guests come in direct
contact with during the period of their stay in the hotel, such as building exterior, lobby,
front desk, guest rooms, function rooms etc. The person who is regarded as the head
of the operation of the front-office desk is the Front-Office Manager. The nature of the
front office job is such that he is almost always crowded with various jobs. He should
be able to match job needs to time available for effective and efficient performance.
Another responsibility of the Front office manager is making daily plan of action by
outlining work for the next day at the end of each day. It includes listing all activities
for the next day under ABC category as per the urgency and importance of the job. It
is also important to make flexible plans to fit in emergencies. The assistant front-office
manager’s main duty is aiding the front office manager in supervising and coordinating
the day-to-day operations of the front-office staff and resolves internal problems.
She/he co-ordinates staffing of mail and information and reservation clerks with their

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supervisors.
The AM-front office should also be adept in dealing with problems arising from
guest’s complaints and reservation and room assignment activities. He should also be
responsible for any miscellaneous duties assigned by the front office manager.
Another important position at the front desk of the hotel is done by the reception
assistant. The friendly welcome given by the receptionist to a guest changes an
impersonal hotel building in to a friendly and homely place and his unfriendly, hostile
and indifferent attitude may convert the guests experience in to an unpleasant and
uncomfortable stay. If the front office is the hub of the hotel then the receptionist can
be aptly called as the person ‘who keeps the hotel world moving’. The reception
assistant should be well informed of daily room availability status, and also, he should
have detailed information regarding arrivals, their room requirements and expected
departures of the guests. The position of the reservation assistant is also important at
the front-office department of the hotel since the hotel’s good image can be maintained
among the
Guests only if all the needs of the guests are taken care of, especially the
guest’s requirements in terms of his lodging. He should make proper updating in the
reservation register and records in order to have updated inventory of room availability.
The reservation assistant may also carry out amendments and cancellations
intelligently and accurately. To keep the availability status chart updated. Checkout
reservation stationary and keep a satisfactory par stock of the same. Type out advance
reservation slips and maintains reservation racks and correspondence files and in
case of computers updates information in computers.

FOOD AND BEVERAGE SERVICE DEPARTMENT

The food and beverage service department are an integral place in any hotel
which is responsible for the systematic and the actual service of food and beverage to
the general public or customers as per the order in any F &B outlets. This department
plays a vital role on the delivering the accurate service of food and beverage by placing
the orders from the hot or cold plates of kitchen to the customers table in the proper
and the hospitality manner.
This department in any hotel plays a vital role in the profitable process of the
hotel business. Among the total revenue collected in the hotel, about 40% contribution
is directly accredited to F & B Service department. This department is specialized by
its output of the products that satisfies customers demand for food and beverage. For
the proper control and the effective management of the total staffs and their duties,
this department is divided into different units or sections which are also called as an

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outlet. Each outlet is specialized for the special functions. For the systematic and a
good service process of any F & B outlet, presentation, time keeping, order taking and
the suggestive selling are the key element of a service to be maintained by service
staffs.
The staffing pattern of F & B department is basically divided into two parts. They
involve the service staffs and the kitchen staffs. In the modern concept of catering, this
department generally focuses on the product knowledge, salesmanship, customer’s
relation and expectation rather than the traditional style of service. The guest
satisfaction is only ensured when the service.
F & B deals mainly with food and beverage service allied activities. Different
divisions are there in F & B like Restaurants, Specialty Restaurants, Coffee Shop (24
hrs.), Bar, Banquets, Room service etc. Apart from that they have Utility services
(Cleaning). A food and beverage department in a hotel is usually guided by an F&B
Director followed by an F& B manager. A Food and Beverage Manager in a hotel
should always be ready to undertake a variety tasks each and every day. Some of the
main important functions endowed on this specific department in a hotel include,
➢ Provide the highest quality in food, beverage and service in all the food and
beverage outlets inside the hotels.
➢ Provide all guests with the highest quality of food and beverage experience by
working as a team with all the food and beverage outlets ensuring prompt,
Courteous and professional services resulting in increasing employee morale and
decreasing employee turnover rates.

➢ Food Production Department

Food production deals with the preparations of food items. It basically engaged in
preparing those dishes, which are ordered by the Guest and afterwards is catered by
the F&B department. Cuisine like Indian, Continental, Thai, Italian, Konkani (Coastal
Sea Food), South Indian, Chinese, Mexican, etc. Different Chefs are appointed for the
specialty cuisine. Marketing a celebrity chef as a primary component of a hotel may
yield a competitive advantage among that specific hotel’s competitive set.
➢ Food Servicing Department
Food service deals with the process of the delivery of the prepared food items onto
the end customers who ordered it. Service department should also lay special
emphasis on the importance of getting the orders delivered with an eye candy look
and appearance.

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Importance of F & B Department in a hotel
➢ Food and Beverage Department (F&B) is responsible for maintaining high quality
of food and service, food costing, managing restaurants, bars, etc.
➢ Food and Beverage Service is the service of Food made in the Kitchen and Drinks
prepared in the Bar to the Customers (Guest) at the Food & Beverage premises,
which can be: Restaurants, Bars, Hotels, Airlines, Cruise Ships, Trains,
Companies, Schools, Colleges, Hospitals, Prisons, Takeaway, etc.
➢ Food and beverage servers’ duties vary considerably from one type of
establishment to another. In fast food outlets, they often work behind counters and
use computerized systems to take orders and tabulate bills. In coffee shops and
cocktail lounges, they provide quick and efficient service for customers seated at
tables. In formal dining establishments, they carefully observe established rules of
service and etiquette, and pace the meal according to customer preference.
➢ prepare tables or counters for meals
➢ stock the service area with supplies (for example, coffee, glassware)
➢ greet customers, present menus and help customers select menu items
➢ inform customers about daily specials
➢ record orders and place them with the kitchen and bar
➢ pick up and serve orders
➢ check that customers are enjoying their meals and correct any problems
➢ suggest and serve desserts and beverages
➢ clean and reset tables
➢ Tabulate and present bills for payment.

HUMAN RESOURCE DEPARTMENT

Human resources are exactly meant as ‘resources for human – within the
workplace’. Its main objective is to meet the organizational needs of the company it
represents and the needs of the people hired by that company for running its
operations. Every organization needs its stack of manpower to carry out its day-to-day
operations. No establishment cannot operate without being involved in some kind of
transactions with the people in general. Hence HR department is drawn with special
emphasis as this department is responsible for all activities concerning to the
employees of an organization. In short HR department is the hub of the organization
serving as liaison between the organization and its employees. On the basis of the
size of the company their department is usually called as the Personnel department in
medium–sized establishments, with a limited number of managerial staff and is guided
by a Personnel Manager. For larger and more complex organizations with hundreds

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of departments and divisions, the task of managing the workforce as a whole is much
more demanding and intricate. Some of the most important responsibilities to be
carried out by the HR department include.
• Employee recruitment & Selection
• Employee compensation benefits
• Employee relations
• Policy formulation

As accompany and the requirements of a position evolve, a company needs to take

certain measures to ensure that the highly skilled workforce is in place. It is actually
the responsibility of the HR department to oversee the skills development of the
company’s workforce. After formulating the requirements criteria to fill up a vacant post
in the organization, the HR department of the company will call for application for the
specific post from the eligible candidates by way of advertising on newspapers,
televisions, mobile phones etc. Employee compensation packages also come under
the prerogative of the HR department. This covers salaries, bonuses, vacation pay,
sick leave pay, Workers' Compensation, and insurance policies such as medical,
dental, life.

The Human Resources Department is Responsible for developing and

administering a benefits compensation system that serves as an incentive to ensure
the recruitment and keep hold of top talent that will stay on with the company. With the
increased rise in unethical practices and misbehaviors taking place in today’s
workplace such as age, gender, race, and religion discrimination and sexual
harassment, there needs to be mandatory compliance with governing rules and
regulations to ensure fair treatment of employees. In short, employees need to know
they have a place to turn when a supervisor abuses his or her authority in anyway.
Regardless of the organization's size, company policies and procedures must be
established to ensure order in the workplace. These policies and procedures are put
in place to provide each employee with an understanding of what is expected of them.
Similarly, these policies and procedural guidelines will assist hiring managers in
evaluating their employee's performance. These policies can be established company-
wide or used to define each department's function. It is Human Resource's
responsibility to collaborate with department managers on the formulation of these
policies and regulations to ensure a cohesive organization.

HR Head Assistant HR Manager HR Executive HR Co-coordinator Training

Department Training is the process that involves an expert working with learners to

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transfer to them certain areas of knowledge or skills to improve in their current jobs.
Training Department is considered to be a stand-by unit of their department. The
primary function of this department is to empower and equip new recruits to the hotel
to such a level where they can deliver their maximum to the company’s growth. All the
activities undertaken in this department is guided and supervised by the training
Manager.
FINANCE DEPARTMENT

A hotel’s accounting department is keeping track of the many business

transactions that occur in the hotel. The accounting department does more than simply
keeps the books. Financial management is perhaps a more appropriate description of
what the accounting department does. Whereas the control department is concerned
with cost control guidelines by way of reducing in investment, reduction in operating
cost, control of food service cost, control of beverage cost, labor cost control etc. In
most hotels the person in charge of the finance department of the hotel is called the
Chief Financial Officer. Usually he is addresses by the short-form of his designation
as CFO. In most major hotels, the CFO or Finance Controller/Manager ranks among
the top two or three decision makers in the hotel hierarchy. No organization can survive
without a very strong financial vigor. The finance controller is responsible for
presenting a Financial and budgetary program which can strengthen management’s
control of hotel’s operating expenses and help determine the profitability of the
property. Specifically forecasting gives owners a projected level of sales, while budget
alert owners and operators alike to significant expenditures that are on the horizon or
predictable shortfalls in revenues. Used together, forecast and budgets can provide a
bench-Mark for sales intensive programs, executive-compensation bonuses,
incentive-based management fees and capital expenditure. The administration and
department of accounting and finance coordinate management and staff functions.
This includes extensive contact with our shareholders, other partners. The department
of accounting and finance is responsible for accounting, payroll, budgets and cash
flow management. The department of Information Technology (IT) is also managed by
the Finance department in most hotels.
The following shown chart is the common hierarchy of the positions in the
Finance Department in 5-star hotels. But it cannot be guaranteed that the same
structure is followed by all the 5-star hotels. It may depend upon the size and the scale
of operations of the respective hotels.

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Accounts Payable
A key area in accounting, accounts payable ensures that all bills are paid on
time and all discounts are taken minimizing the costs of the hotel. Accounts payable
clerks work closely with the purchasing department to verify that all invoices to be paid
are indeed invoices of the hotel.
Assistant Controller
In a big hotel, you may see one, or a few, assistant controllers. In smaller hotels,
there may not be any. The controller divides the various functions to be performed so
that the workload will be even. For example, one assistant might be responsible for
daily transactions while another works on special projects, budgets, analyses, and the
like.
Guest and City Ledgers
A hotel keeps two ledgers: the guest ledger is associated with the guests
staying at the hotel while the city ledger contains all other billings. It is important that
the accounting department has a person in accounts receivable working with the city
ledger so the hotel is able to bill and collect revenues due.
Night Audit
Night auditors get their name because of the hours they work. At the end of the
day after most hotel guests have retired, these auditors begin recording charges to
guests’ accounts and verifying the revenue for the hotel. However, with computers and
various technologies, the hotel industry can post charges instantaneously. Some
hotels have actually changed the night auditors to become day auditors.
Banquet Auditor
Besides revenues charged to guest rooms, a large hotel earns the bulk of its
food and beverage revenues through banquets. The banquet auditor’s function is to
verify the correct revenue for billing. This individual works closely with the banquet
staff, the sales office staff, and the accounts receivable clerks.
Credit
A big hotel may have its own credit manager whose function is to check and
grant credit. In today’s business world, many transactions are done on credit rather
than cash or cashier checks. It is, therefore, the credit manager’s responsibility to
conduct such investigations to be sure that a person or company is creditworthy.
Food and Beverage Controller
This is a fun and challenging position, as it has both accounting and food and
beverage components. While performing all analyses of food cost percentage, yields
on meat, and menu costing, the food and beverage controller also works with the chef
to design new menu items, taste new products, and even be a mystery diner to taste-
test the menus in other foodservice establishments.

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Front-Office Cashiers
The duties of a front-office cashier are often incorporated with the front-office
personnel. When guests check out, it is the duty of these cashiers to charge the guests
the correct amount and secure a form of payment.
General Cashier
Pause for a minute and think how many cash banks there are in a large hotel:
a few at the front office, at least one in the restaurant, at least one in the gift shop, and
so on. The general cashier is the person who is in charge of all the cash banks in the
hotel. He or she also makes all deposits of checks and credit card receipts.
Operations Analyst
This is a nice position to have in a hotel. An operation analyst performs analyses
to help managers operate the hotel more effectively. From guests’ statistics to revenue
trends, the operations analyst does it all. However, not all hotels are able to afford an
analyst on the payroll. If this is the case, an assistant controller often performs these
duties. For smaller hotels where there is not an accounting office on the property, this
function is done at the regional level.
Payroll
Payroll employees calculate the pay rate with the hours worked to do the payroll
so pay checks are released on time. Payroll functions also include filing all payroll
taxes and tip credits for tipped employees, as well as keeping track of vacation, sick
pay, and other payroll-related deductions.
Systems Manager
A systems manager is not depicted in Illustration above. Since the various
accounting functions cover the entire hotel operation, the systems manager or
systems analyst, whose job is to take care of all technology issues, is normally founded
within the accounting department. In a smaller hotel, the controller or an assistant
controller may take on this responsibility. Normally, this position is found at a regional
or corporate level and systems analysts will be dispatched to assist the property when
needed.
SALES AND MARKETING DEPARTMENT

Marketing is the study and management of the exchange process. It involves

the things that the property will do to select a target market and stimulate or alter that
market demand for the property services.
A marketing manager in the hotel industry is responsible for maximizing a
hotel's revenues by developing programs to increase occupancy and make profitable
use of its accommodation, meeting and leisure facilities. A hotel marketing manager
must maintain awareness of the factors that influence the hotel industry and gain a

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deep understanding of the needs and attitudes of a hotel’s customers. A hotel
marketing manager will be responsible for coordinating marketing and promotional
activities to meet customer needs, working closely with other hotel staff to ensure
customers are satisfied with the facilities and their time there.
A typical hotel should usually have Sales & Marketing division. However, if the
staff size, volume business, hotel size, expected group arrivals is low enough, the hotel
might have marketing staff placed under the reservation department (i.e. No need for
a Sales & Marketing Division).
A typical Sales & Marketing Division is composed of four different departments:
➢ Sales
➢ Convention Services
➢ Advertising
➢ Public Relations
Marketing and sales division can be varied with the size, type, and budget of the
hotel to hotel. Small hotel only has one person who is handling all the sales activities
related to the hotel business. But large hotel has organized sales and marketing
division with no of key personnel. A sales department is particularly very essential in
large hotels and those with convention and banquet facilities. The General manger
participates actively in this area for and basic reason. First sales and their
development are a long-range activity of the hotel and the second sales policy of the
hotel interwoven with the image of the hotel has in the eyes of public and GM wishes
to enhance that images. This department may have Sales. Manager who assists the
GM on sales calls. The GM and Sales Manager prepare a budget for the year sale of
rooms and the conference hall. They try and achieve the budget by the end of the
year. This is done with a lot of planning and research. This would be achieved by a
contract with one or more travel agents in and outside the town. And for selling the
conference hall the sales team should contact various companies and other business
firms. The main function of this department is to increase the sales volumes of the
different services offered in the hotel, be in terms of rooms, food, beverages, clubs,
restaurants, spa etc. Usually the tools adopted by the department to make the guests
accustomed to different services and offerings in the hotels
The other core areas of its consideration are as follows: -
• Conduct a market Audit.
• Analysis of market competition.
• Market place analysis
• Formulation of new schemes and niche offerings.
• Selection of profitable market segments.

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 • Positioning the property.
• Establishing the objectives and the action plan.

HIERARCHY OF SALES & MARKETING

Head of sales Associate Head of Sales Executives Sales coordinators
Purchase Department
While operating a hotel is supposed to be a difficult task, managing the entire
procurement process (for such a unit) is even more so. The purchase department
handles the task of procurement yet all departments play a crucial role in it. That said
technology ensures that interdepartmental activities takes place flawlessly. Although
purchase has now become dependent on technology for managing inventories and
order status, it was originally a manual job. From selection of products to deciding on
a vendor, this department rests on the human ability of in most modern hotels, the
installation and service of elevator systems is generally the province of the elevator
manufacturer, and hotels typically have extended maintenance agreements for the
elevators. Most engineering departments, however, closely monitor the operation of
the elevator systems. In modern high-rise hotels with high speed elevator service, the
slightest problem with that service should be quickly and easily identified and reported
to the contractors. It is generally the responsibility of the engineering department to
monitor these services and their contracts closely and carefully.

SECURITY DEPARTMENT

The security of guests, employees, personal property and the hotel itself is an
overriding concern for today’s hoteliers. In the past, most security precautions
concentrated on the prevention of theft from guests and the hotel. However, today
such violent crimes as murder and rape have become a problem for some hotels.
Unfortunately, crime rates in most major’s cities are rising. Hence today security
department also concentrate on these additional criminal activities too. The main
position in the security department is of the Assistant Security Manager. The
department includes the fire and safety officer and the duty guards. The primary
function of the security department is to provide property surveillance and protection
to the guest. The latter is more important for the security department. In the hotel there
are two variants of security staff working round the clock indifferent shifts. First is the
direct security staff of the hotel working in three different shifts of 8-hour duration?
Considering flawless security to the guests, all the guest rooms of the hotel are
installed with spring glass and smoke detectors and automatic alarm system. There is
a central security office working inside the hotel with all the modern fire Fighting

Page 25 of 40
equipment’s such as fire extinguishers, dry powder, and other fire dousing facilities.
As a part of the security provision both to the hotel’s property and the guests the entire
geographical area of the hotel is divided in to 3 portions such as Beach Viewpoint,
Tide point and the Club – these three points are all together known as the ‘assembly
point’. The most common methods adopted by the fire and safety wing of the hotel (it
came under the security department) are liquid carbon dioxide, dry powder etc. The
security control post of the hotel will be functioning on 24 x 7with office secretary, night
and day supervisor, and security officer. The security setup at the hotel is faultless
since the hotel cannot compromise on the safety of its valuable guests. All the activities
of the security department are controlled and supervised by the main security officer.
He is also responsible for conducting training programs on security and firefighting to
the security staff of the hotel.

CHIEF SECURITY OFFICER

ASSISTANT SENIOR SECURITY

SECURITY SUPERVISOR

DOORMAN GUARDS SECURITY

Reservation
Receive and process reservation requests for future overnight
accommodations with technology development, the Reservation Department can, on
real time, access the number and types of rooms available, various room rates, and
furnishings, along with the various facilities existing in the hotel.
➢ There should be close relation-ships with Sales and Marketing Division
concerning Large Group Reservations
➢ Uniformed Services
➢ Bell Attendants: - Ensure baggage service between the lobby area and
guestrooms
➢ Door Attendants: - Ensure baggage service and traffic control at hotel entrance
➢ Valet Parking Attendants: - Ensure parking services for guest’s automobiles
➢ Transportation Personnel: - Ensure transportation services for guests from and
to the hotel
➢ Concierge: - Assists guests by making restaurant reservations, arranging for
transportation and getting tickets for theater, sporting, or any other special

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 events
➢ Telephone Department: - Answers and distributes calls to the appropriate
extensions, whether guest, employee, or management extensions
➢ Places wake-up calls
➢ Monitors automated systems
➢ Coordinates emergency communications
➢ Engineering and Maintenance Division
This very department maintains the property's structure and grounds as well as
electrical and mechanical equipment. Some hotels might have this very division under
different names, such as maintenance division, property operation and maintenance
department…

HOUSE KEEPING

The good Housekeeper, because of the need taco-operate with many other
department heads, must possess a high degree of tactics well as good organizing
ability. The Assistant Housekeeper is the deputy to the Executive Housekeeper of a
hotel. His/her manages the resources given by the executive housekeeper to achieve
the common objectives of cleanliness, maintenance and attractiveness in a given
period of time. Assistant Housekeeper’s accountability normally ends with the
completion of the shift. The position of a Housekeeping supervisor is normally
occupied by a competent, personable individual who knows his/her employees well,
and is, above all, able to meet the public. This requirement is so important as far as a
hotel is concerned since the supervisors are actually representatives of the Executive
House keeper in the areas assigned to them. Housekeeping draws special mention
since a hotel survives on the sale of rooms, food and beverage and other minor
operating services such as laundry, spa, clubs etc. Of these, the sale of rooms
constitutes a minimum of 50%. In other words, the largest margin of profit comes from
room sales because rooms, once made, can be sold over and over again. A good
hotel operation ensures optimum room sales to being in maximum profit. The room
sale is dependent on, apart from several other things, the quality of the room décor,
room facilities, and cleanliness of the room and how safe it is.
Basically, the main responsibility of the housekeeping department is to ensure
that the guest rooms and the entire public area within the hotel are neat and clean all
the time. But the cleaning duty of the kitchen area is done by Kitchen steward.
Cleaning of the lawn area of the hotel is also set apart from the housekeeping
department while the same is carried out by the gardening division of the hotel. The
person who is made in charge of the entire operations being performed in this specific

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department is Housekeeping Executive. The Executive Housekeeper is responsible
for the total cleanliness and the, maintenance and the aesthetic upkeep of the hotel.
This end is achieved with the resources made available to his/her of manpower,
materials, machines, money, space and time. The position of the Executive
Housekeeper is considered to be one of the most important positions in the hotels
since it carries tremendous responsibility for the proper cleanliness and the aesthetic
fabric of facilities in order that they are sanitary, desirable and in saleable condition.
➢ Inspects rooms before they are available for sale
➢ Cleans occupied and vacant rooms
➢ Communicates the status of guestrooms to the Front Office Department
➢ Cleans and presses the property’s linens, towels, and guest clothing (if
equipped to do so, free of charge or for a pre-determined fee)
➢ Maintains recycled and non-recycled inventory items
The House Keeping Department is another important department in the
hospitality industry
Housekeeping Department is responsible for cleaning the hotel’s guest rooms
and public areas. Housekeeping department usually has the largest staff, consisting
of an assistant housekeeper, room attendants, room inspectors, a house person crew,
linen room attendants and personnel in charge of employee uniforms. They may also
have their own laundry and valet service. Hotels with laundry and valet equipment may
use it only for the hotel uniforms.

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 CHAPTER-4
ANALYSIS & INTERPRITATION

Page 29 of 40
 Balance sheet of Swastik Mandap
[In lacs]
Sources of Mar’14 Mar’15 Mar’16 Mar’17 Mar’18
Funds
Total Share 30.21 85.77 75.95 114.31 83.88
Capital
Equity Share 30.21 85.77 75.95 114.31 83.88
Capital
Share 0.00 0.00 124.37 0.00 0.00
Application
Money
Preference 0.00 0.00 0.00 0.00 0.00
Share Capital
Reserves 194.22 223.09 3,167.49 2,510.61 550.43
Revaluation 0.00 0.00 0.00 0.00 0.00
Reserves
Net worth 224.43 308.86 3,367.81 2,624.92 634.31
Secured 0.08 0.00 971.18 339.68 1.95
Loans
Unsecured 0.00 0.00 0.00 0.00
1,191.33
Loans
Total Debt 0.08 0.00 2,162.51 339.68 1.95
Total 224.51 308.86 5,530.32 2,964.60 636.26
Liabilities
[In lacs]
Application of Mar’14 Mar’15 Mar’16 Mar’17 Mar’18
Funds
Gross Block 206.40 142.32 2,814.49 2,825.83 612.51
Less: 71.17 80.93 971.56 709.15 139.14
Accumulated
Depreciation
Net Block 135.23 61.39 1,842.93 2,116.68 473.37
Capital Work 4.14 3.11 235.02 39.98 231.42
in Progress
Investments 68.20 8.14 3,622.19 705.73 185.91
Inventories 1.87 11.25 39.79 34.12 6.38
Sundry 12.05 114.72 124.83 173.56 625.98
Debtors
Cash and 9.96 258.20 35.76 20.36 33.84
Bank Balance
Total Current 23.88 384.17 200.38 228.04 666.20
Assets
Loans and 56.80 130.18 1,633.62 350.44 687.42
Advances
Fixed 7.00 0.00 2.65 0.00 0.00
Deposits

Page 30 of 40
 Total CA,
Loans & 87.68 514.35 1,836.65 578.48 1,353.62
Advances
Deferred
0.00 0.00 0.00 0.00 0.00
Credit
Current
59.30 209.82 1,290.61 401.68 1,562.07
Liabilities
Provisions 11.45 68.29 715.86 74.59 45.99
Total CL &
70.75 278.11 2,006.47 476.27 1,608.06
Provisions
Net Current
16.93 236.24 -169.82 102.21 -254.44
Assets
Miscellaneous
0.00 0.00 0.00 0.00 0.00
Expenses
Total Assets 224.50 308.88 5,530.32 2,964.60 636.26
Contingent 24.04 476.29 974.34 190.61 119.95
Liabilities
Book Value 74.27 36.01 42.71 45.92 75.62
(Rs)

SWOT ANALYSIS
STRENGTHS
➢ Swastik Mandap is a very strong and established brand name all over the Puri. It
has a base of loyal customers at local level as well as at state level. It has one of
the biggest international booking structures. Whatever the situation and scenario
may be, corporate and government agencies always prefer for their functions,
seminars, and lodging their guest and customers. Swastik mandap Guest Rewards
program is the world’s largest and most preferred frequent guest program and is
strength for customer retention.
➢ Natural and cultural diversity: India has a rich cultural heritage. The "unity in
diversity" tag attracts most tourists. The coastlines, sunny beaches & temples.
➢ Government support: The government has realized the importance of tourism
and has proposed a budget of Rs. 540 crores for the development of the industry.
The priority is being given to the development of the infrastructure and of new
tourist destinations and circuits. The Department of Tourism (DOT) has already
started the "Incredible India" campaign for the promotion of tourism in India.
➢ Increase in the market share: India's share in international tourism and hospitality
market is expected to increase over the long-term. New budget and star hotels are
being established. Foreign hospitality players are heading towards Indian markets.
WEAKNESSES
➢ Poor support infrastructure: Though the government is taking necessary steps,
many more things need to be done to improve the infrastructure. In 2012, the total

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 expenditure made in this regard was US $150 billion in China compared to US$ 21
billion in India.
➢ Susceptible to political events: The internal security scenario and social unrest
also hamper the foreign tourist arrival rates. The lack of adequate recognition for
the tourism industry has been hampering its growth prospects. Whatever steps are
being taken by the government are implemented at a slower pace.
OPPORTUNITIES
➢ Swastik Mandap has the opportunity to retain its customers by providing good
quality food, as food quality is not up to mark.
➢ In light of post 11 September, foreign delegations and missions are bound to come
to the federal capital, which opens an opportunity for Swastik Mandap to attract
new business.
➢ Rising income: Owing to the rise in income levels, Indians have more spare
money to spend, which is expected to enhance leisure tourism.
➢ Open sky benefits: With the open sky policy, the travel and tourism industry has
seen an increase in business. Increased airline activity has stimulated demand and
has helped improve the infrastructure.
THREATS
➢ Emergence of new competition in form of new hotels: Food Street poses a
threat for their restaurant business. Government policies and economic recession
can adversely affect their business.
➢ Fluctuations in international tourist arrivals: The total dependency on foreign
tourists can be risky, as there are wide fluctuations in international tourism.
Domestic tourism needs to be given equal importance and measures should be
taken to promote it.
➢ Increasing competition: Several Local majors like the Saradha Mandap,
Srikhetra Hotel and Narayani Resorts are entering the markets. Two other groups
Suruchi Mandap and the Binayak Resort - are also looking forward to join this race.
This will increase the competition for the existing Indian hotel majors.

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 Chapter-5
Findings, Suggestions, Conclusion,
Appendix

Page 33 of 40
FINDINGS: -
➢ The employees are satisfied with the nature of work.
➢ The supervisor considers the decisions or viewpoints given by the employees.
➢ The relationship between the superior and the subordinate is good.
➢ The relationship of the with peers is good.
➢ The recognition for the contribution to the job is satisfactory.
➢ The working environment is encouraging for the employees.
➢ The employees are happy with the communication flow followed in the
organization.
➢ The company will encourage quality of work life in the organization.
➢ The rating given to the employees on their performance is satisfactory.
➢ The employees satisfied with the shifts.
➢ The company will encourage work life balance.
➢ The training program given to the employees is good.
SUGGESTIONS: -
➢ It is suggested to have the workers participation in the management.
➢ Training program can be improved for the future prospective employees to the
meet the challenges.
➢ The preference of the employees can be evaluated by adopting suitable techniques
and methods.
➢ Transport facilities is suggested to be given to the employees for their easy
movement.
➢ Emphasis should be given on the career development aspects of potential
employees which in turns help in organization growth and development.
➢ Space for subordinate comments should be provided which results in deeper
analysis of the problem, proper evaluation and effective solution for the same.
➢ Hotel should consider local restaurants as their competitors too and try to attract
people visiting these restaurants as well.
➢ As they are constructing new halls and restaurants, they must consider their pricing
strategy to attract new customers and provide them better quality food at
competitive rates.
➢ They should issue News Letter to let its customers know what are their future plans.
➢ Their existing policy emphasizes on existing customers. They should broaden their
customer base.

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 CONCLUSION

Tourism is a phenomenon, which has now become a powerful in its own right. It
has now become a vital part in any country’s economy. This is by virtue of the being
the highest foreign exchange earner and an employment in time industry.

➢ The hotel is undergoing a tremendous regarding management, which

prefers analyzing innovative thinking in the administration hotel.
➢ India today has a very strong computerized system making the work easy.
➢ Budget hotels cater to the needs of the budget conscious travelers.
➢ Lot of private airlines is coming up with open off polices of government of
India.

Swastik Mandap is renowned because of its excellence in providing customer

satisfaction. They were enjoying the status of market leadership rather monopoly since
their existence. Swastik Mandap should work to cope with this competition. Whatever
the conditions will be, Swastik Mandap loyal and permanent customers will always
prefer them. As is not up to the expectations so far, therefore, it has an opportunity to
maintain and improve their quality service and retain their customers. It never
compromises on quality.

Swastik Mandap is aware of the fact that hospitality industry exists in rapidly
changing environment, where new products and innovations are introduced quite
frequently. It is one of the biggest names in the industry and they always keep abreast
of their competitors. It relies on its National brand name and is quite sure that will not
be that big a threat. We conclude that Swastik Mandap is better than any other hotel
located in Puri at present and it is always the first preference for its customers.

BIBLIOGRAPHY
WEBSITES:
www.swastikmandap.com
www.google.com
www.scribd.com
www.slideshare.com

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 Appendix
ABOUT THE PROJECT
To set up a Hotel cum Resort having all the modern facilities in an area of 20 Acres in
puri, Odisha
TOURISM AND HOSPITALITY INDUSTRY AT A GLANCE
It is boom time for India's Tourism and Hospitality sector. Driven by a surge in business
traveler arrivals and a soaring interest in Puri as a tourist destination, for the previous years
has been the best year till date.
PROCESS/STEPS
➢ Following are the necessary steps required to construct a world class Hotel & Resort.
➢ Acquisition of Land
➢ Feasibility Study.
➢ Market and financial analysis and projections
➢ Financial Closures by Banks or Investors.
➢ Finalization of the Layout
➢ Completion of site survey, design of plant buildings, auxiliary & ancillary buildings,
mechanical utilities, electrical services and system.
➢ Planning for enabling works, like construction waterlines, power lines and sewerage,
office, labour camp; go down, communication facility etc.
➢ Approach and Internal Roads
➢ Employee Hiring Process
➢ Marketing
LOCATION ADVANTAGES
Puri of Odisha will be the Suitable Location for putting
up a world class hotel and resort and also the safest state in
India in terms of Law & Order. It offers to its tourists a safe and
secure environment.It is also very easily accessible by Train and
Road. It is also the leading tourist Destination State of India. 6
lakh foreign tourists and 125 lakh domestic tourists during the
year 2012, Puri has been one of the most popular destinations
for all.
Advantages of Hotel and Resort Setup in Puri
➢ The Government of Odisha has accorded a high priority to attract private investment in
tourism sector.
➢ To facilitate the investors, appropriate amendments have been made in the relevant rules
for conversion and allotment of land in rural and urban areas. It has facilitated the
conversion and allotment of land for setting up of tourism units in the state by private
sector initiative.
➢ A Land Bank has been set up to provide land.
➢ A Ropeways Act is also in place and rules for implementation of ropeway projects under
private sector participation are being finalized
INVESTMENT IN PURI TOURISM SECTOR
The investment requirements in providing efficient support infrastructure for these
tourist circuits are estimated at Rs. 18377 million. A further Rs. 1541 million would be
required for coming years for developing accommodation facilities. The estimated sector-
wise investment requirement is presented in the following table:

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 FAIRS – FESTIVALS AND CULTURAL PROGRAMMES
The Fairs and festivals of Puri, Odisha are the example of State's lively cultural
heritage. Basically Puri Car Festival is Famous Worldwide. Through the organization of these
fairs and festivals and cultural programmes, attracting tourist makes tourism promotion. They
have a great appeal for tourists. Department by organizing the world known annually fairs
and festival, tends to promote the prosperous cultural heritage of State.
MICE (Meetings, Incentives, Conventions and Exhibitions)
The Rajasthan Meetings, Incentives, Conventions and Exhibitions market is one of the
exciting and the fast growing one. Trends indicate that travel agents, tour operators, hotel
companies, cruise companies are all eyeing the Puri MICE market as one with great potential
for future growth..
INCENTIVES
New Tourism Units such as Hotels/Lodging Houses
Particulars Incentives
Exemption in Luxury Tax: 100% exemption of Luxury Tax for a period of 7 years.
Exemption in Stamp Duty: 50% exemption in stamp duty for a period of 7 years
Other Incentives: 50% exemption of entertainment tax for seven years;
50% exemption of electrical duty for seven years;
50% exemption from conversion charge; and/or
50% exemption from mandi tax for seven years.
Interest Subsidy to tourism 5% Interest subsidy and wage /employment subsidy would Units
such as Hotel, Motel be made available to eligible investor during the operative etc.: period
of the scheme. An additional interest subsidy of 1% shall be made available to SC/ST
Entrepreneurs.

LAYOUT PLANNING
The following are the proposed layout required for the
Hotel and Resort:
Hotel Rooms & Suites The hotel will be of stylish,
comfortable, well-furnished and air-conditioned rooms with
contemporary luxury and gracious service.
Banquet and Conference
The Hotel will have a banquet hall with a capacity of 150 and
400 for parties, banquet hall also be used for exhibitions/events. The
banquet hall is very essential for the hotel and will be done in a
western concept. There will be 1 conferencing hall for business
meeting, conference and gathering etc. the hall will be equipped with
all the modern conferencing aids.
Restaurant and Bar
The hotel will be having 2 nos. of restaurant, a Lounge Bar and
a coffee shop, which will be offering a choice of continental, Chinese
and variety of food from Indian cuisine, with live piano music, and one
open restaurant with the above amenities for the outside visitors.

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 The bar will be well stocked with best of spirit and wine where guests
can spend their time with gossiping watching television.
Other Facilities in hotel Travel Desk
The hotel will also have a Travel Desk, which will help visitors to
gather information and sketch a tour for visiting the tourist place. Pick up
Facility The hotel will also having a Pick up facility, the company will be buying vehicles to pick
the guests from the suitable place.
Business Center
The business center is equipped with the latest office automation equipment to
provide secretarial services and allied services like courier services, E-mail services,
Telecommunication services and other support services.
Currency Exchange Facility
The hotel will also provide the currency exchange facility to
overseas guests. Resort Complex Cottages The Resort will be having
good nos. of cottages with a refreshing mix of style and spacious
elegance, our guest rooms and suites will be offering peace and
tranquility as well as the comforts of modern day living.
Ayurveda Centre
The resort will be having a Ayurveda center. Ayurveda is the
alternative medicine of Indian tradition, originated in ancient times. It
is a natural healing scinece for cure, prevention or rejuvenation of the
body, based on the use of herbs or herbal medicines.
Kids Arena and Board Games
The Resort Complex will be having a separate area for the
kids; Kids Arena for children to have fun and play all.

the time while visiting the Resort. The Resort will be having an area for board games,
which will provide additional options for the guests to spend excellence time in the Resort.
Banquet and Conference
The Resort will be having a banquet hall with a ca parties of 120 for parties, banquet
hall also be used for exhibitions/events. The banquet hall is very essential for the Resort and
will be done in a western concept. There will be 1 conferencing hall for business meeting,
conference and gathering etc. the hall will be equipped with all the modern conferencing aids.
Lounge Bar
The resort will be having a Music Lounge & Weekend
Disco Theque - Equipped with the latest sound & a Light system,
the disco is for those who are young at heart. The zeal to dance
& enjoy is a welcome thought. A disco night on every weekend
will be arranged.
GYMNASIUM
A gymnasium will be surrounded by state of the art
equipment from the Life Fitness, USA, the World’s undisputed
leader in Gym Equipment. Equipment will be is available to tone
up body muscles and rejuvenate. Visitors can sweat out
superfluous body fat and discover the fresh self within.

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Swimming Pool
A swimming pool, which is also an important Part Of a
Modern Hotel. main basis of marketing the club facilities. There
will also a small nearby kid’s swimming pool. There will be a
juice and snack bar along with the swimming pool to add to the
service provisions.
Garden
In the proposed project there is also a beautiful and
decorated Marriage Garden and its well kept gardens infuses a
breath of fresh air and fill both young and old with vitality, which
will be provided on rent for the Marriage Purpose or Big Parties.
The capacity of the garden will be around 1000 people with huge
car parking capacity.
CAPACITY PLANNING
Following are the Capacities Planned for the Hotel and Resorts
HOTEL No
Types of Rooms
- Standard 22

- Deluxe 14
- Suite 04
- Villas 10
Banquet Hall 01
Restaurant 02
Lounge Bar 01
Coffee Shop 01
Gymnasium 01
Kids Arena 01
Ayurveda Centre 01
Administrative Office 01
Laundry 01
Staff Quarters 01

PRODUCTION AND OPERATION PLANNING

Year % Capacity Utilization

1st year 50%

2nd year 60%
3rd year 80%
4th year 85%
There will be a high demand in peek season (Oct – Mar).

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 As Puri is one of the major Tourist destination of India different kind of travelers all
around the world land here for festivals, heritage visits etc in peek seasons. Corporate
Seminars, Individual celebration events, Marriages etc.
Quality Requirement
The nature of consumer tastes and preferences is changing. A number of trends have
emerged that influence tourist lifestyles, and leisure and tourism choices –
➢ Focus on increasing personal needs;
➢ More active travel participation;
➢ More emphasis on historical holiday;
➢ Increasing need for pleasure and food at one place
➢ Variety in entertainment in one place
At present there are many resorts both big and as well as small and the demand is
immense therefore, to cater to this outgrowing demand; there is imperative need for setting
up more number of amusement parks and focus on more on Corporate Tours.
Quality Assurance and Quality Control Plan
Quality assurance, or QA for short, refers to planned and systematic production
processes that provide confidence in a product's suitability for its intended purpose. It is a set
of activities intended to ensure that products (goods and/or services) satisfy customer
requirements in a systematic, reliable fashion. QA cannot absolutely guarantee the
production of quality products, unfortunately, but makes this more likely. Two key principles
characterize QA: "fit for purpose" (the product should be suitable for the intended purpose)
and "right first time" (mistakes should be eliminated). QA includes regulation of the quality of
raw materials, assemblies, products and components; services related to production; and
management, production and inspection processes. It is important to realize also that quality
is determined by the intended users, clients or customers, not by society in general: it is not
the same as 'expensive' or 'high quality'. Even goods with low prices can be considered quality
items if they meet a market need. The Industrial Revolution led to a system in which large
groups of people performing a similar type of work were grouped together under the
supervision of a foreman who Quality control emphasizes testing of products to uncover
defects, and reporting to management who make the decision to allow or deny the release.
Whereas quality assurance attempts to improve and stabilize production, and associated
processes, to avoid, or at least minimize, issues that led to the defects in the first place. To
prevent mistakes from arising, several QA methodologies are used. However, QA does not
necessarily eliminate the need for QC: some product parameters are so critical that testing is
still necessary. QC activities are treated as an integral part of Total quality management.
Using this Quality Plan to monitor and control quality by:

Analyzing Issues
• Issues rectification process to be set.
• Identifying the quality control tasks needed to control quality
• Creating a Quality Control Plan, by scheduling the control activities
• Listing the quality assurance activities required to assure quality
• Building a Quality Assurance Plan, by creating an activity schedule.

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