ENVIRONMENTAL CONCERNS IN INDIAN HOTEL INDUSTRY A CASE STUDY OF OOTY & KUMARAKOM

By

Sujith David Roy.D

Thesis submitted to the faculty of Welcomgroup Graduate school of Hotel Administration in partial fulfillment of the requirements for the degree of

Master of Science In Hospitality & Tourism Management

June 04, 2010 Manipal

ACKNOWLEDGEMENT

It is my pleasure to thank those who made this thesis such as my Parents for extending their patience and moral support, and my professor and guide Dr.V.Balaji Venkatachalam without whose support and impeccable guidance, this project would have been next to impossible. I would like to further thank the M Sc course coordinator Prof.Y.G.Tharakan for his valued guidance. I would like to thank the Principal, Vice principal, faculty & non teaching staff for the constant guidance and valued support. I would also like to thank my institution Welcomgroup Graduate School of Hotel Administration for allowing me to undertake this project. A special thanks to Mrs. Jyothi Mallya our college librarian, for extending valuable support in acquiring data and Miss. Shashikala for her constant support. Finally I would like to thank the respondents who have participated in the survey which was essential for completing the project.

TABLE OF CONTENTS

ACKNOWLEDGEMENT..................i TABLE OF CONTENTS...ii LIST OF TABLES.iii LIST OF GRAPHSiv CHAPTER 1.INTRODUCTION 09 Introduction ...09 Problem Statement.10 Purpose of the Study..11 Research Questions11 Research Objective12 Research Design....12 Sample...13 CHAPTER 2. METHODOLOGY...14 Introduction14 Research Design & Procedure.......................................................14 Sampling15 Instrumentation..15 Environmental Attitudes........16 CHAPTER 3. REVIEW OF LITERATURE.17 Introduction....17 What do you mean by environment...18 The concept of sustainability in the hotel industry18 Hospitality and the environment19 Hospitality going green..19 Environment management in hotel industry..21 CHAPTER 4. HOTEL INDUSTRY IN INDIA..22 Origin of hotel industry in India22
3

Guidelines for classification of hotels in India..23 India hotel industry structure25 Major players in the Indian hotel industry27 Classification of hotels in India........31 CHAPTER 5. ENVIRONMENTAL PRACTICES...36 Why environmental practices........................................................36 Environmental practices across the globe.36 Environmental management in India by the major group of Hotels.....38 CHAPTER 6. DATA ANALYSIS & INTERPRETATION..42 Introduction42 Data collection...42 Response Rate....42 Ooty43 Kumarakom52 Hotel Environmental Practices of Ooty & Kumarakom- A cross Comparison analysis..61 CHAPTER 7.SUMMARY & CONCLUSION.. 75 Introduction....75 Discussion of findings75 Implications77 Limitations& Recommendation for future resea...78 Conclusion.79 REFERENCES......81 APPENDIX-A84 Survey questionnaire for staff84 APPENDIX-B87 Survey questionnaire for customer87 APPENDIX-C89 List of NSE & BSE listed hotels....89 APPENDIX-D.91 Cover letter.91
4

LIST OF TABLES
Table 1.1- Sample Frame..13 Table 3.1 Studies conducted by researchers and scholars in the field of Environment17 Table 4.1- The number of rooms offered in different categories of hotels in various States in India...23 Table 4.2- Number of rooms available in different segment in the major cities in India25 Table 4.3- Number of Rooms available in Different Hotels of ITC Group..28 Table 4.4- Number of Rooms available in Different Hotels of Taj Group...29 Table 4.5- Number of Rooms available in Different Hotels of Oberoi Group.30 Table 4.6- Number of Rooms available in Different Hotels of Leela Group30 Table 4.7- Number of Rooms available in Different Hotels of Radisson Group..31 Table 6.1-Descriptive Statistics of Customers from Ooty according to NEP...43 Table 6.2-Descriptive Statistics of Customer Choice of Hotel in Ooty.44 Table 6.3- Descriptive Statistics for purpose of travel- Ooty ..45 Table 6.4- Descriptive Statistics for environmental awareness-Ooty ..45 Table 6.5- Descriptive Statistics of staff from Ooty according to NEP46 Table 6.6- Descriptive Statistics of environmental management- Hotel-A..47 Table 6.7- Descriptive Statistics of environmental management- Hotel-B..49 Table 6.8- Descriptive Statistics of environmental management- Hotel-C..50 Table 6.9-Descriptive Statistics of Customers from kumarakom according to NEP ..52 Table 6.10- Descriptive Statistics of Customer Choice of Hotel in Kumarakom.53
5

Table 6.11- Descriptive Statistics for purpose of travel- Kumarakom.54 Table 6.12- Descriptive Statistics for environmental awareness-Kumarakom.54 Table 6.13- Descriptive Statistics of staff from Kumarakom according to NEP..55 Table 6.14- Descriptive Statistics of environmental management- Hotel-A56 Table 6.15- Descriptive Statistics of environmental management- Hotel-B57 Table 6.16- Descriptive Statistics of environmental management- Hotel-C59

LIST OF GRAPHS
6

Graph 4.1- Distribution of hotel rooms supply by 2012..26 Graph 4.2- The major players in the Indian hotel industry..26 Graph 6.1 HEP- Implements renewable energy program.61 Graph 6.2 HEP- Uses energy efficient ....................................................................................62 Graph 6.3 HEP-Compost organic kitchen waste..62 Graph 6.4 HEP Purchases locally produced ingredients ..63 Graph 6.5 HEP-Cooperates with NGOs..63 Graph 6.6 HEP- Educates guest on environmental friendly practices.64 Graph 6.7 HEP-Uses high energy efficient lighting64 Graph 6.8 HEP-Installs occupancy sensor or key card system65 Graph 6.9 HEP-Implements linen reuse program....65 Graph 6.10 HEP-Installs water efficient devices 66 Graph 6.11 HEP- Uses environmental cleaners & detergents.66 Graph 6.12 HEP- Monitors and records environmental management.67 Graph 6.13 HEP-Implements employee environmental training program..67 Graph 6.14 HEP- Implement a smoke free policy...68 Graph 6.15 HEP-Uses energy star qualified products.68 Graph 6.16 HEP-Involves a manager or a team...69 Graph 6.17HEP- Implements water efficient gardening program...69 Graph 6.18HEP- Implements recycling program70 Graph 6.19 HEP- Purchases recycled products........70

Graph 6.20 HEP-Supports the local community..71 Graph 6.21 HEP- Uses environmentally responsible suppliers71 Graph 6.22 HEP-Implements donation program..72 Graph 6.23 HEP- Uses refillable amenity dispenser....72 Graph 6.24 HEP- Pursues green certification...73 Graph 6.25 HEP- Incorporates management into corporate policy.........73 Graph 6.26HEP- Uses reusable items..74 Graph 6.27 HEP- Recovers used cooking oil and food waste.74

CHAPTER I

INTRODUCTION

Being sustainable in todays environment is become important to each and every industry in the world, the growing trend of being environment friendly is moving at a rapid pace. The term sustainable development was first used in the 1980s to express concern for the natural world Lele & Nash (1996). Being environment friendly has become a critical issue in many industries and also the hospitality sector. Reflecting this large trend, today many research initiatives have been done by various organizations to predict the need for becoming environment friendly. Wall (1995) states that over the past three decades, the philosophy of development has changed to encompass social, ethical, and environmental issues. Many foreign national scholars have been conducting periodical studies on these issues but there is a gap in the Indian market with very few research scholars taking this topic for their researches. Consumer attitudes towards going green is been analyzed by researchers (Manaktola & Jauhari, 2007). The hotel businesses faces problem due to the deterioration of the natural environment. There are many cases where the reasons of environmental problems are blamed on hotels Bohdanowicz (2005). The concept of sustainability comprises of basic concern for the natural environment, but goes beyond that to acknowledge that the impact caused by people on the natural environments is so much that ignoring human and economic and social issues when dealing with sustainability issues really limit affective action. According to Cathy & Judy (1999) the environment friendly hotels are going to the new trend in the future and it is mainly because of three main reasons, firstly because many hotel mangers feel that being environment friendly will give a bright future and it is also the right thing to do. Secondly there is a lot of increasing governmental regulations which are forcing the hotel to go environment friendly. Finally the customers are becoming more aware of environment friendly products. Sustainability mainly consist of the following three independent issues, natural, human and economic development. In business term creating organization that can sustain financial, human social and environmental resources over the long term. Thus it is not possible to understand the importance of the natural environment for hotels

and the tourism industry without bringing in a discussion of development generally and sustainable development in particular.

PROBLEM STATEMENT There are two main organizations in the world namely, The World Commission on Environment and Development (1987) and International Hotels Environmental Initiative (IHEI) (1992) these started acting as a catalyst for greening hospitality practices (Kirk, 1998; Tzschentke et al., 2004). After this many hospitality and tourism firms have indulged in going green and also pro environmental activities & policy. It has been reported that many hotels have taken advantage from their environmental initiatives through responding to customers increasing environmental concerns (Manaktola & Jauhari, 2007), this enhances the corporate image, and helps in achieving a high level of energy and resource efficiency (Iwanowski & Rushmore, 1994). An important question is what determines hotels environmental activities and commitment? Many researches done previously have attempted to find out the determinations of hotels towards environment and also motivate them. Many research efforts have been made to identify staff and management of the hotels attitude to go green (Kirk, 1998; Tzschentke et al., 2008). These motivations to go green are mainly determined by the managers because they are the ones who make the final decision which makes that difference? This research will seek an answer to this question, focusing on staffs environmental attitudes and environmental behaviors. Therefore hotel staffs individual environmental attitudes therefore can be the basis of interpreting environmental issues facing their organizations and one of the deciding factors that determine corporate environmental behaviors. This research is very much needed because there is a literature gap in the Indian market in the context of environmental concerns in hotel industry because Manaktola & Jauhari (2007) are the only authors who have taken initiative and done research in this context. There is also very less research has been done on how the staff perceive towards going green and how do customers respond to eco friendly hotels. This study will also try to determine how the staff perceives towards the environmental issues in the hotel industry and also what do the customers expect from the environment friendly
10

hotels. Further, this research will also find out the environmental activities which are perceived by the hotels in Ooty & Kumarakom and thereby suggest a way to promote hospitality firms to be eco-friendly and socially responsible.

PURPOSE OF THE STUDY The primary purpose of this study is to determine the current state of staffs personal attitudes toward the environment and thereby determine environmental behaviors in hotel companies. This study also examines the relationship between staffs environmental attitudes and their willingness to go green and also how do the customers respond towards environment friendly hotels. To do so, following objectives should be achieved through this research: 1) Identify the environmentally friendly practices by hotel companies. 2) Measure to what extent hotel is involved in each environmental management practice. 3) Determine staffs personal attitudes toward the environment. 4) Determine the relationship between staffs environmental attitudes and environmental management practices adopted by their hotels. 5) Determine what customers perceive about environmental friendly hotels.

RESEARCH QUESTIONS

This study attempts to answer the following research questions: 1) What environmentally friendly practices are hotel currently implementing? 2) To what extent are hotel involved in environmental practices? 3) To what extent are hotel staffs concerned about the environment? 4) Is there any relationship between staffs environmental attitudes and their hotels environmental management practices? 5) Customers perception towards environment friendly hotels? 5) What do customers expect from environment friendly hotels?

11

RESEARCH OBJECTIVE

To study the Sustainable Environmental practices across Hotels in India: A case study of Ooty & Kumarakom This study investigates the recent development in sustainable environmental practices in hotels in India A approach will be used to learn the environmental practices of hotels in Ooty & Kumarakom in particular. View of Hotels Managers and Customers on Environmental issues will be elicited.

The Research Issues can be categorized as follows: 1. Environmental activities taken by hotels in Ooty & Kumarakom to conserve the resources at the destination. 2. Future scope for hotels to be sustainable. The result of Research will help generate ideas and solutions for Hotel sector in Ooty & Kumarakom to be environment friendly and incorporate various methods to be sustainable, also what the staff perceive towards becoming green and finally what the guest expect from green hotels. The questionnaire is constructed and categorized based on the above-mentioned Research Issues for better understanding of the questions.The target audience will be staff from the hotels in Ooty & Kumarakom and also customers. RESEARCH DESIGN The type of Study Plan proposed to be followed for the research is Descriptive/Case Study Approach. The result of Research will help generate ideas and solutions for organizations to know what the staff attitude about going green and also provide better awareness about what do customers feel about green hotels.

12

SAMPLE Table 1.1 Sample frame

Industry level: Environmental practices in Hotels in India, the major group

Secondly the specific location: Hotels which are recognized by the Hotels Association of India (HAI)

Thirdly Stakeholders in service providing process: Environmental views of staff and customers.

Sample Industry level: The Sampling plan toITCfollowed is NonThe Oberoi, The Leela & The Orchid We would Taj Group, be Welcomgroup, Probability Judgmental sampling. be dividing our target audience into 2 categories namely: 1. Staff of the selected hotels from both locations 2. Customers Secondly the specific location: The staffs chosen are at random and the from Ooty & Kumarakom 6 four star hotels same is applied for the customers of green hotels.

Thirdly Stakeholders in service providing process: Environmental views of staff and customers.

13

CHAPTER- II METHODOLOGY
INTRODUCTION The primary purpose of the study was to identify the environment friendly activities undertaken by the major hotel groups in India and specifically in Ooty and Kumarakom. We also wanted to know what the staff perceives about hotels being environment friendly and how do they contribute to this concern. Finally we analyzed what the customers expect from environment friendly hotels and what impact they create towards the nature. To do this, this section describes the methods employed to carry out the research process.

RESEARCH DESIGN AND PROCEDURE The study utilized the NEP scale questionnaire to find out the perception of staff from the hotels and with few questions added to it, the same was also given to the customers. Based on the review of literature a survey instrument was developed to find the environmental practices of the hotel, what the staff perceive about going green and also what do customers think about environment friendly hotels. This questionnaire was approved by the research guide at the Welcomgroup Graduate School of Hotel Administration, Manipal. The questionnaire was asked to fill up by the staff and the customers of respected hotels in Ooty and Kumarakom by personal approach to the property.

14

SAMPLING Ooty was one of the sample areas and this was choosen because of the environmental damage which is caused to Ooty because of over tourist population. Secondly Kumarakom was selected since it is the emerging tourist destination which is getting damaged. In order to examine the environmental practices of the hotels, the perception of staff and the customers attitudes, the sample units were hotels, their staff and their customers. These hotels were selected because they were recognized under the Hotels Association of India (HAI) in Ooty and Kumarakom. The staff of the hotel makes the main difference and motivation for the establishment to go environment friendly. This was a non probability judgmental sampling approach. In judgmental or purposive sampling, the researcher employs his or her own "expert judgment about who to include in the sample frame. Prior knowledge and research skill are used in selecting the respondents or elements to be sampled. The sample hotels in this research were drawn from current membership directories of Hotels Association of India (HAI) that is three hotels in Ooty and Kumarakom respectively. These hotels were taken from HAI because it is a recognized body for hotels in India.

INSTRUMENTATION The study was to find out the environmental perception of staff and customers and also the contribution of environment friendly hotels. The first survey instrument was divided into two sections. The first section derives data about the relationship between humans and the environment. The second section derives data environmental management and the current extent of activities undertaken.. The customers instrument had the NEP scale which is the first section and few questions on general environmental attitudes of the customer.

15

ENVIRONMENTAL ATTITUDES

The 15 items revised version of the NEP scale (Dunlap, 2000) was used to find of the staffs perception and also the customers attitude. The NEP scale is one of the best instruments which is used by ecologist and many other researchers to gather the world view about the environmental activities. The revised version of the NEP scale has better balance than the older version adding items that represent both human exemptionalism and eco crisis (Dunlap, 2000). The 15-item NEP scale contains five facets of an ecological worldview (Dunlap, 2000) the reality of limits to growth, antianthropocentrism, the fragility of natures balance, rejection of exemptionalism, and the possibility of an eco crisis. The revised version of the NEP scale also had a high level of internal consistency with coefficient alpha of .83 in a Washington State study in 1990 (Dunlap, 2000).

16

CHAPTER-III REVIEW OF LITERATURE

INTRODUCTION As indicated in the previous chapter, the current research is primarily designed to determine environmentally friendly practices adopted by hotel companies to conserve the natural resources. Specifically, this study is designed to examine how the hotels in Ooty and Kumarakom respond to the present environmental problems regarding conservation due to depletion. This study also will identify what the staff perceives towards going green and also how the customers react towards eco friendly hotels in general. In order to accomplish these objectives, the literature on environmental management in hotel companies, hotels going green and also what the staff and customers react towards going green will be reviewed. These are some of the various studies conducted by researchers, scholars in the field of environment with a context to hotel industry. Table 3.1 Researcher Wall Year 1995 Findings Over the past three decades, the philosophy of development has changed to encompass social, ethical, and environmental issues Lele & Nash 1996 The term sustainable development was first used in the 1980s to express concern for the natural world
Bohdanowicz

2005

Managers in chain-affiliated hotels were generally more likely to pay attention to environmental issues than were independent operators, many of whom run small properties

17

WHAT DO YOU MEAN BY ENVIRONMENT While there are several different ways in which the word environment is used, most people are aware that there is a need for all of us to take care of the environment, if we are not to threaten the ability of the earth to support future generations. Some aspects of the environment are very obvious from our day-to-day lives, such as increasing traffic levels, together with the associated air pollution and loss of greenbelt and the countryside to road development and urbanization. We are aware of other dangers through the debate in the media, but these issues vary from tangible effects such as shortage of physical resources to less evident and more longterm effects such as global warming and the hole in the ozone layer. The difficulty lies in translating these overall concerns, particularly those that are not directly related to us and which are less tangible, into action by the organization and by the individual.

THE CONCEPT OF SUSTAINABILITY IN THE HOTEL INDUSTRY There is lot of environmental degradation which is happening in all areas because of human activities and this is become a serious problem which need to be brought to light. People are becoming more aware of the problems being caused and the society is taking all measures to adapt and enforce effective measures of environmental protection Bohdanowicz (2005). The issue of sustainability should be addressed at all levels with policy makers, academia, industry, general public and also the stake holders. Sustainability and eco friendly behavior has become more vital and a challenge for the future. Commitment towards the natural environment has been one of the main motives Jose & Enrique (2009).

18

HOSPITALITY AND THE ENVIRONMENT

Until quite recently the hotel industry was not considered as one of the main reasons for environmental damage and the causes because of its services and operations. The last two decades have brought enormous change among the consumers about the environmental awareness and activities like social environment policy and green consumerism Bohdanowicz (2005). But recently the environmental activities are increasing in a rapid pace and more attention is given to this aspect and it is become a corporate issue. Green development and sustainable operations are certainly getting the attention of everyone in the hotel industry especially in India. Foster, Sampson and Dunn (2000), says that, the hospitality and tourism industry is forced into going green and it is very essential for every hotel today to follow environmental practices and these are some of the imporatnt factors (a) consumer demand, (b) increasing environmental regulation, (c) managerial concern with ethics, (d) customer satisfaction, (e) maintenance issues related to the physical plant, and (f) the need for aesthetics. Manente and Furlan (1998), environemental activities are a part of the management system and hotels and tourism organizations should participate. Another important pressure according to Polonsky, Rosenberger, and Ottman, (1998) states that , stakeholders can also pressure the organization to act friendly. More climate change is going to occur in the coming years because of the human activities.

HOSPITALITY GOING GREEN

Since 1987, when the concept of sustainability was first mentioned on a coordinated international platform in the UN-sponsored Brundtland Commission's "Our Common Future," Since then sustainability has expanded across the globe. This initiative has woken up the governmental, non-governmental, organization and the public to act environment friendly without much damage to the earth. The hospitality going green can be considered in two aspects, direct and indirect. Direct may the hotels environmental policy and the initiatives taken by them
19

and the indirect aspects can be hotels performance and competitiveness because of green initiative among their competitors Jose & Enrique (2009). The hospitality industry is no exception, and finally, the concept of sustainability has begun to gain momentum in this sector. The global environmental certification program for the travel and tourism industry was developed in 1996 by three international organizations: the World Travel & Tourism Council, the World Tourism Organization and the Earth Council. These organizations jointly launched an action plan entitled Agenda 21 for the Travel & Tourism Industry: Towards Environmentally Sustainable Development." Subsequently, "Green Globe," a benchmarking, certification and performance-improvement program based on the Agenda 21 principles, was created. This program identifies the environmental and developmental issues which threaten the economy and ecological balance, and presents a strategy for transition to more sustainable development practices. Hotels receive "Green Globe" certification by addressing major environmental issues in key areas including: greenhouse emissions, energy efficiency, and management of freshwater resources, ecosystem conservation, and waste water and solid waste management. Hotels are only contributing 5% of the nations building stock Bohdanowicz (2005). Hotel companies are increasingly encouraging environmentally friendly practices and embracing sustainability through both developmental and operational strategies. With initiatives such as education programs, reforestation programs, eco-resorts, the implementation of energy- efficient practices, and the development of buildings that comply with government-defined standards, the "greening" of the industry is a trend that is here to stay. Over the last decade, the movement towards ecologically sound tourism has swept across the globe; and the practices being implemented are as diverse as the different geographies. Hotel companies are being prompted by rising energy costs, government pressure, consumer expectations and the competitive landscape to increasingly make sustainability a top priority.

20

ENVIRONMENT MANAGEMENT IN HOTEL INDUSTRY

More than one hundred environmental certification and programs are available worldwide for hotels to be a part of it Priego & Palacios (2008) despite so many certifications there is very less interest shown by hoteliers presently towards going green. There is also lot of small organizations which start these certifications which may or may not be recognized, there are no set parameters to audit these organizations. Environmental management in hotel industry can help hoteliers reduce cost on resources, water and energy consumption Jose & Enrique (2009). Implementation of these environment management systems also creates a product differentiation. The tourist are also become more demanding about the products which forces the management to implement it. The WTO states that the guest satisfaction of the service quality depends on the conservation of the environment, thus hotels are forced to apply environmental management systems in their property. In todays world hospitality industry is entering into light by going green, being environment friendly has become one of the major issues in the hospitality industry. It has been attracting lot of interest from hospitality practitioners and also research scholars.

21

CHAPTER-IV

HOTEL INDUSTRY IN INDIA

ORIGIN OF HOTEL INDUSTRY IN INDIA

According to Negi (1984) the hotel industry has its roots in the past in almost every country of the world. Its history goes back when the necessity and urge to travel, either on foot or by mule, camel or horse led to the setting up of places where rest and food for men and beast could be obtained. Inns or Dharmshalas for lodging of guests have been in existence for a long time Biblical stories recount people staying in Inns. Early hotels were for providing meals and overnight rest. There were the monasteries, the palaces of the royal families, the rest houses, taverns and inns offering hospitality to those who travelled the road. These establishments were placed at convenient resting spots along the road. They provided the traveler with food, drink, bed etc. during the last few years great changes have been made in the concept of hotels Negi (1984). Behind the hard faade of business there is a romance in hotel industry. Once the exclusive privilege of the wealthy classes went high, the hotel industry has gone deep into the masses. All over the country, are well-planned, attractive decorated and furnished premises with which refreshment of every type and price can be obtained? Where the people go for pleasure or business, the industry represents itself in different forms-inns, boarding houses, hostels, dak bungalows, guest houses, restaurants, tea houses, coffee snack-bar, canteens, resorts, motel, hotel. In the past decade there has been an enormous development in this field and new hotels are coming up in all parts of the country. The concept of travel and halting facilities on the way is not an altogether new idea in India. The historical records reveal that many people used to travel India in the ancient times. Examples are about the journeys undertaken by Marco Polo in 1271 and FaHein during 359-424 AD and Hieun Tsang during 626-645. They all left an interesting account of the condition of India at that time.
22

The 'Incredible India' destination campaign and the recently launched 'Atithi Devo Bhavah' (ADB) campaign have also helped in the growth of domestic and international tourism and consequently the hotel industry. Substantial investments in tourism infrastructure are essential for Indian hotel industry to achieve its potential. The upgrading of national highways connecting various parts of India has opened new avenues for the development of budget hotels in India. Taking advantage of this opportunity Tata group and another hotel chain called 'Homotel' have entered this business segment. Hotel Industry in India is also set to get a fillip with Delhi hosting 2010 Commonwealth Games. Government has approved hotel projects, nearly half of which are in the luxury range. The future scenario of Indian hotel industry looks extremely rosy. It is expected that the budget and mid-market hotel segment will witness huge growth and expansion while the luxury segment will continue to perform extremely well over the next few years.

GUIDELINES FOR CLASSIFICATION OF HOTELS IN INDIA Ministry of tourism of India classifies hotels and with the help of hotels & restaurants approval & classification committee (HRACC) inspects and assesses the hotel based on the facilities and services offered. Hotels can be classified at the implementation stage or operational hotels are classified under various categories. Hotels are classified under 2 categories I. II. Star category hotels Five star deluxe, 5 star, 4 star, 3 star, 2 star and 1 star Heritage grand, Heritage classic and Heritage basic Heritage category hotels

Table 4.1 the number of rooms offered in different categories of hotels in various states in India.
States 1 star 2 star 3 star 4 star 5 star 5 star Heritage Heritage Heritage

23

deluxe Andhra Pradesh Delhi Karnataka Kerala Maharastra Rajasthan Tamilnadu Uttar Pradesh Goa Haryana Orrisa Punjab Uttaranchal West Bengal Andaman& Nicobar Assam Bihar Chandigarh Gujarat Haryana Himachal Pradesh Madhya Pradesh Tirpura Uttar pradesh Dadar & Nagar Haveli Jammu & Kashmir Jharkhand Pondicherry TOTAL
1(141)* 1(10)* 1(51)* 1(44)* 2(98)* 1(40)* 10(397)* 1(20)* -Nil-Nil-Nil-Nil-Nil-Nil-Nil-Nil-Nil-Nil-Nil-Nil-Nil-Nil-Nil-Nil-Nil-Nil-Nil-Nil18 3(112)* 3(65)* -Nil22(385) * 11(354) * 2(105)* 9(293)* -Nil2(83)* 1(10)* 1(19)* 13(190) * 2(50)* 4(114)* -Nil-Nil-Nil-Nil-Nil-Nil-Nil-Nil-Nil-Nil-Nil-Nil-NilNil 73 23(15 05)* 4(114) * 1(36)* 74(21 79)* 33(16 25)* 9(465) * 23(15 04)* -Nil5(362) * -Nil5(413) * 8(220) * 6(426) * 8(362) * 2(48)* 4(182) * 4(226) * 1(25)* 17(87 3)* 11(34 5)* 2(66)* 12(69 4)* 1 (101)* 10(43 8)* -Nil-Nil-Nil-Nil261 2(107) * 3(193) * 2(189) * 11(55 5)* 13(10 11)* 1(62)* 5(786) * -Nil2(210) * -Nil1(50)* 2(128) * 1(69)* 2(227) * 1 (45)* -Nil2(148) * -Nil2(113) * 5(554) * -Nil-Nil-Nil1(85)* 1(97)* 1(44)* 1(25)* -Nil59 4(731) * 3(356) * 2(236) * 4(395) * 14(23 50)* 6(695) * 5(585) * 5(597) * 4(574) * -Nil-Nil-Nil-Nil-Nil-Nil-Nil-Nil1(155) * 2(228) * -Nil-Nil1(84)* -Nil-Nil-Nil-Nil-NilNil 51 2(343)* 14(4155) * 5(903)* 2(172)* 11(3608) * 3(313)* 3(615)* 6(711)* 5(976)* 2(219)* 1(64)* -Nil-Nil3(677)* -Nil-Nil-Nil-Nil-Nil-Nil-Nil1(94)* -Nil-Nil-Nil-Nil-Nil-Nil58 -Nil-Nil1(37)* 4(76)* -Nil11(312)* 3(55)* -Nil1(24)* -Nil-Nil-Nil1(20)* -Nil-Nil-Nil-Nil-Nil1(12)* -Nil-Nil2(116)* -Nil-Nil-Nil-Nil-Nil1(21)* 25

Classic
-Nil-Nil-Nil1(17)* -Nil-Nil-Nil-Nil-Nil-Nil-Nil-Nil-Nil-Nil-Nil-Nil-Nil-Nil-Nil-Nil-Nil-Nil-Nil-Nil-Nil-Nil-Nil-Nil01

Grand
-Nil-Nil1(30)* -Nil-Nil1(25)* 1(40)* -Nil-Nil-Nil-Nil-Nil-Nil-Nil-Nil-Nil-Nil-Nil-Nil-Nil-Nil-Nil-Nil-Nil-Nil-Nil-Nil-Nil03

*No of Rooms, Extrapolated from HRACC website

24

HOTEL INDUSTRY STRUCTURE The hotel industry in India has been divided into various segments. The hotels here are listed under two major groups that is 12 hotels under the National Stock Exchange and 38 hotels under the Bombay Stock Exchange (for more details see appendix-D) Table 4.2 number of rooms available in different segment in the major cities in India Hotel Existing Upcoming Classification (No of rooms) (No of rooms) Upscale 7718 4600 Delhi Midscale 2967 4106 Budget 1795 3474 Upscale 7017 2686 Mumbai Midscale 2624 3336 Budget 2230 600 Upscale 3198 5866 Bangalore Midscale 2016 3132 Budget 3604 641 Upscale 2427 2104 Chennai Midscale 2142 1310 Budget 2910 310 Upscale 1537 3554 Hyderabad Midscale 943 1937 Budget 2608 250 Upscale 1498 2002 Kolkata Midscale 432 453 Budget 422 0 Upscale 460 1984 Pune Midscale 1135 1683 Budget 739 229 Upscale 593 857 Ahmedabad Midscale 242 366 Budget 849 150 Upscale 3192 2480 Goa Midscale 1029 435 Budget 3138 0 Upscale 567 520 Cochin Midscale 468 683 Budget 1033 120 Upscale 1965 609 Jaipur Midscale 804 1016 Budget 1312 0 Source: Survival to revival, Indian realty sector on the path to recovery, Cushman & Wakefield Research, 2004 Prominent cities

25

Graph 4.1 Distribution of hotel rooms supply by 2012

Distribution of supply by 2012*

Chennai Bangalore NCR Mumbai Goa

Pune

Jaipur

Kochi

Hyderabad

Kolkata

8% 15% 4% 3% 15% 7%

9% 12%

13%

14%

Source: Knight Frank Research (2008), 4th Quarterly, p. 2, Figure 1. Graph 4.2 the major players in the Indian hotel industry

Indian Hotels

Private Sector ITC Hotels Indian Hotels Company Oberoi Hotels Hotel Leela Venture Asian Hotels LTD Raddison Hotels & Resorts
26

Public Sector ITDC Hotels

Hotels Corporation of India

MAJOR PLAYERS IN INDIAN HOTEL INDUSTRY Public sector ITDC: ITDC came into existence in October 1966 for the promotion of tourism in India. The hotel portfolio of ITDC includes 33 hotels across India. Some of them are: Hotel Ashok at Delhi Ashok Yatri Niwas Bharatpur Forest Lodge Khajuraho Ashok Temple Bay Ashok Beach Resort at Mamallapuram

Hotel Qutub at Delhi

The Corporation is running hotels, restaurants at various places for tourists, besides providing transport facilities. Presently, ITDC has a network of eight Ashok Group of Hotels, six Joint Venture Hotels, 2 Restaurants (including one Airport Restaurant), 12 Transport Units, one Tourist Service Station, 37 Duty Free Shops at International as well as Domestic Customs Airports, one Tax Free outlet and two Sound & Light Shows.

Hotels Corporation of India: The Hotel Corporation of India Limited is a public limited company wholly owned by Air India Limited and was incorporated on 8 July,1971 for providing in-flight catering services to the national carriers and for operating a chain of hotels, particularly near the airports. The company has a total of 3923 employees and its net worth is Rs. 55.40 crore. HCI has an authorized capital of Rs. 41 crores and a paid up capital of Rs. 40.60 crores. All the hotels of HCI operate under the name of "Centaur Hotels". Currently, HCI is operating two hotels in Delhi and Srinagar.

27

Private sector ITC Hotels: ITC entered the hotels business in 1975 with the acquisition of a hotel in Chennai which was rechristened Hotel Chola. Today ITC-Welcomgroup with over 70 hotels is one of the foremost hotel chains in India. ITC was founded on August 24, 1910 in Kolkata. ITC's hotel business operates over 60 hotels across more than 50 destinations in India. Today ITC offers hotel rooms in 4 major categories, they are Luxury collection Welcomgroup hotel Welcomgroup heritage Fortune

They have 8 hotels under the brand luxury collection, 7 hotels under the welcomgroup hotel brand, 57 hotels under the welcomgroup heritage brand and 33 hotels under the fortune brand. There hotels are listed according to the rooms offered in the table 3.4 below.
Table 4.3 Number of Rooms available in Different Hotels of ITC Group

Category Luxury Collection Welcomgroup Hotel Welcomgroup Heritage Fortune

Number of hotels 8 7 57 33

Number of Cities 5 6 53 30

Rooms offered 1926* 1135* 1362* 2631*

* Extrapolated from the websites of different hotel operating under the ITC Brand *Approx figures mentioned since certain hotels room count not available.

28

Indian Hotels: The Indian Hotels also called as the Taj group. From the 1970s to the present day, the Taj Group has played an important role in launching several of India's key tourist destinations, working in close association with the Indian Government. Today this group has 65 hotels in 5 segments of hotels they are, Luxury Leisure Business Mid scale ( Gateway) Palace

There hotels are listed according to the rooms offered in the table 3.5 below.
Table 4.4 Number of Rooms available in Different Hotels of Taj Group

Category Luxury Leisure Business Mid Scale Palace

Number of hotels 10 19 13 19 03

Number of Cities 07 14 11 19 03

Rooms offered 2490* 1168* 1959* 1424* 1041*

* Extrapolated from the websites of different hotel operating under the Taj Brand

*Approx figures mentioned since certain hotels room count not available in the website

29

Oberoi Hotels:
M.S. Oberoi can be aptly termed as the father of the Indian hotel industry. Rai Bahadur Mohan Singh Oberoi was among the first to recognize the potential of the tourism industry, its ability to contribute to India's economic growth and generate direct and indirect employment. Today, The Oberoi Group owns or manages 37 luxury and first class international hotels in seven countries. In India the Oberoi group operates 20 hotels in the brand name of Oberoi and also a joint venture with Hilton called the Trident-Hilton in Leisure and Business segment. It also operates a cruise in the backwaters of Kerala. The details of the hotels are mentioned in the Table3.6 below. Table 4.5 Number of Rooms available in Different Hotels of Oberoi Group

Category

Number of hotels

Number of Cities

Rooms offered

Leisure 06 06 438* Business 13 11 2839* Cruises 01 01 39* * Extrapolated from the websites of different hotel operating under the Oberoi Brand *Approx figures mentioned since certain hotels room count not available.

Hotel Leela Venture: Leela group operates 6 hotels in 6 different cities in the luxury segment, these hotels are well known for their architecture and famous interiors. The details of the hotels are mentioned in the Table 3.7 below.
Table 4.6 Number of Rooms available in Different Hotels of Leela Group

Category luxury

Number of hotels 06

Number of Cities 06

Rooms offered 1009*

* Extrapolated from the websites of different hotel operating under the Leela Brand *Approx figures mentioned since certain hotels room count not available.
30

Radisson Hotels & Resorts: This is an international group which has entered into India accquiring numerous numbers of hotels in different locations offering luxury and resort facilities to guests. Presently they are operating 17 hotels and they have accquired 45 more hotels which will be Radisson hotels in a year or two. This is another group which is expanding in the sub continent offering luxury facility in international standards. The details of the hotel are mentioned in the Table 3.8 below.
Table 4.7 Number of Rooms available in Different Hotels of Radisson Group

Category Luxury /Resort

Number of hotels 17

Number of Cities 15

Rooms offered 1476*

* Extrapolated from the websites of different hotel operating under the Radisson Brand *Approx figures mentioned since certain hotels room count not available.

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

31

1. Based on location

City center: Generally located in the heart of city within a short distance from business center, shopping arcade. Rates are normally high due to their location advantages.They have high traffic on weekdays and the occupancy is generally high. Example: Taj Mahal, Mumbai

Motels: They are located primarily on highways, they provide lodging to highway travelers and also provide ample parking space. The length of stay is usually overnight. Suburban hotels: They are located in suburban areas, it generally have high traffic on weekend. It is ideal for budget travelers. In this type of hotel rates are moderately low. Airport hotels: These hotels are set up near by the airport. They have transit guest who stay over between flights.

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

Floating hotels: As name implies these hotels are established on luxury liners or ship. It is located on river, sea or big lakes. In cruise ships, rooms are generally small and all furniture is fixed down. It has long stay guest.

Boatels: A house boat hotels is referred as boatels. The shikaras of Kashmir and kettuvallam of kerala are houseboats in India which offers luxurious accommodation to travelers.

Rotels: These novel variants are hotel on wheel. Our very own "palace on wheels" and
"Deccan Odessey" are trains providing a luxurious hotel atmosphere. Their interior is done like hotel room. They are normally used by small group of travelers. 2. Based on Size of Property The main yardstick for the categorization of hotel is by size the number of rooms available in the hotel.
32

Small hotel: hotel with 100 rooms and less may be termed as small hotels. Medium sized hotel: hotel which has 100-300 rooms is known as medium sized hotel. Large hotels: hotel which have more than 300 rooms are termed as large hotels. Mega hotels: are those hotels with more than 1000 rooms. Chain hotels: these are the group that has hotels in much number of locations in India and international venues.

3. Based on the Level of Service Hotels may be classified into economy, and luxury hotels on the basis of the level of service they offer.

Economy/ Budget hotels: These hotels meet the basic need of the guest by providing comfortable and clean room for a comfortable stay. Mid market hotels: It is suite hotel that offers small living room with appropriate furniture and small bed room with king sized bed. Luxury hotels: These offer world class service providing restaurant and lounges, concierge service, meeting rooms, dinning facilities. Bath linen is provided to the guest and is replaced accordingly. These guest rooms contains furnishing, artwork etc. prime market for these hotels are celebrities, business executives and high ranking political figures. Example: Hyatt Regency, New Delhi.

4. Based on the Length of Stay Hotel can be classified into transient, residential and semi residential hotels depending on the stay of a guest.

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

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

33

Semi residential hotels: These hotels incorporate features of both transient and residential hotel.

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

Heritage hotel: In this hotel a guest is graciously welcomed, offered room that have their own history, serve traditional cuisine and are entertained by folk artist. These hotels put their best efforts to give the glimpse of their region. Example: Jai Mahal palace in Jaipur.

Ecotels : these are environment friendly hotels these hotel use eco friendly items in the room. Example: Orchid Mumbai is Asia first and most popular five star ecotel. Boutique hotels: This hotel provides exceptional accommodation, furniture in a themed and stylish manner and caters to corporate travelers. Example: In India the park Bangalore is a boutique hotel.

Spas: is a resort which provide therapeutic bath and massage along with other features of luxury hotels in India Ananda spa in Himalaya are the most popular Spa.

6. Based on Target Market

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

Convention hotels: These hotels have large convention complex and cater to people attending a convention or a conference. Example: Le meridian, Cochin, is a hotel with largest convention center in south India.

Resort hotels: These leisure hotels are mainly for vacationers who want to relax and enjoy with their family. The occupancy varies as per season. The atmosphere is more relaxed. These are spread out in vast areas so many resorts have solar powered carts for the transport of guest.

34

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

Casino hotels: Hotel with predominantly gambling facilities comes under this category, they have guest room and food and operation too. These hotels tend to cater leisure and vacation travelers. Gambling activities at some casino hotels operate 24 hours a day and 365 days a year. Example: Las Vegas in United State is Famous for Casino hotel

35

CHAPTER-V

ENVIRONMENTAL PRACTICES

WHY ENVIRONMENTAL PRACTICES?

The hospitality industry was once considered that it does not create more environmental damage like other industries which emits smoke to a large extent. However the hotel industry today is causing more damage to the environment than what the people perceive in different ways, it consumes a lot of energy and also emits a fair amount of smoke (Kirk, 1998; Bohdanowicz, 2006). As an emerging trend today in the world in every business, the environmental practices have also forced the hotel industry to implement, lot of hoteliers and research scholars have been taking this new concept into their organization. There are lot of advantages through environmental practices like incentives given by various green organizations, carbon credits and also a green certification which creates an organization advantage. It also helps in preserving a high environmental quality within the organization, (Bohdanowicz , 2005).

ENVIRONMENTAL PRACTICES ACROSS THE GLOBE Today a lot of hotels have started to implement environmental practices into their system; it is believed that it is the trend for future. The hotels mainly implement this in their operations for mainly 3 functions, they are: energy management, water conservation and waste reduction and recycling ( McCleary, 2009). Apart from these three main areas of environmentally friendly practices, purchasing activities, organization and system, and external relationship can also be included in decision areas and functions for environmental management in the hotel industry.

36

ENERGY MANAGEMENT: Energy saving is one of the main advantages of implementing environmental management in the hotel. With the world reaching the scarcity of energy, it is very important for everyone to reduce the energy usage. According to the U.S Environmental Protection Agency (EPA), reducing energy use by 10 percent across the hospitality industry would save $285 million ( McCleary, 2009). Some of the programs done by energy management are Using CFL lightings. Using alternate energy like wind power or solar energy. Implementing energy control systems. Implementing energy efficient laundry equipment. Using digital thermostats to control guest energy consumption. Installing occupancy sensor.

These are some of the energy management programs followed by hotels abroad. WATER CONSERVATION: Water conservation is one of the important activities a hotel should take care of. Water in the hotels are spent in huge gallons on a single day, hotels can reduce their water usage by following certain practices, they are Using water efficient device Linen reuse program Regularly checking toilet leaks Using water efficient laundry equipment and dish washer. Using treated water for gardening Using water meters in guest room to track usage.

These are the main activities which are followed by hotels for water conservation worldwide (Bohdanowicz, 2006) WASTE REDUCTION & RECYCLING: Waste management has helped to reduce the volume of the waste and also the toxicity. Food and paper waste are the major waste which is generated by the hospitality industry. The food and beverage department generates waste like packaging containers, bottles, glasses etc and
37

the housekeeping generates like cans and other toxic waste from detergents. Sorting out of the different waste is very important for an industry and also getting rid of them in a correct manner. These are activities that take place in waste management Placing recycling bins in all important areas of the hotel. Purchasing recycled products for offices like stationery etc.. Donating all the food waste instead of dumping it Having a composting site in or off premises. Grinding guest soaps to be used as laundry detergent. Providing reusable products in food and beverage outlets.

These are the important activities which are undertaken in waste reduction and recycling program worldwide (Bohdanowicz, 2006 ) Apart from these activities the hotels go a step future by becoming a Green Hotels, which means it is environment friendly in every operation which is undertaken in the hotel. Some hotels also have employee environmental training to educate their staff to be environmental friendly because only environmental management will not help the hotel to become environment friendly but also the staff should work towards all these environmental programs which are initiated.

Environmental management in India by the major group of Hotels

Taj Group As is it stated in the Taj group website, the Taj has a program called as the EARTH (Environment Awareness & Renewal at Taj Hotels), a project which reiterates the conscious effort of one of Asias largest and finest group of hotels to commit to energy conservation and environmental management. The EARTh has also received the certificate from Green Globe which is the only environmental certification program for travel and tourism. This program is
38

mainly for energy conservation and other sustainable strategies. They also have the Taj ECO policy where the hotel will map the best practices under the earth program. The Taj group also has a sound Vision and various Ethos to successfully to meet the environmental needs, and also to educate the staff and customers of the organization. It reports all his activities to Green Globe for their continuous certification. ITC WELCOMGROUP As stated in the ITC Welcomgroup website. The hotel has been actively involved in various environmental activities contributing to the community. The guiding principle of ITC is Reduce, Reuse and Recycle. Each hotel has its own programme, encompassing local participation, creating awareness among employees and internal conservation through energysaving gadgets and environment-friendly material. They also encourage their guest as much as possible by creating an awareness stating give as much as you take to the environment. The also have a Green centre to manage the environmental activities.

Water Management They also have a 0 water discharge from all its properties by recycling all its waste water and using it for gardening and other purposes.

ITC Welcomgroup - Empowering Differently-abled people The group also employees people with various disabilities in their properties by keeping in mind the local community and also sharing with these special people. This is one of the main initiatives by ITC

LEELA GROUP Water Treatment

39

As stated in the Leela Group website the hotel has Sophisticated Sewage Treatment Plants (STP) :. They have Degremont Sewage Treatment Plant capacity of 250 KL / Day. The water is being recycled and reused for various purposes. The environmental programs like energy management, waste water management etc has been followed in all the properties of Leela . this is been addressed as one of their main corporate policy. The environmental activities in the hotel are monitored on daily basis and it is being discussed in departmental meetings. Their policies state that they will Managing all operations in an environmentally responsible manner, Implementing state-of-the-art waste management practices, Conserving all natural resources, Complying with applicable legislative, regulatory & other requirements, and providing training and education of stakeholders which will include Employees, Suppliers, Vendors, Customers and Society THE ORCHID GROUP As stated in the Orchid Hotel website, this group is a full and full eco friendly hotel meeting all the need of conserving the environment. The walls of the building are built in such a manner to reduce the heat in the rooms which will lead to energy conservation. The rooms are build in such a way to have natural lighting throughout the day. The swimming pool is situated at the top of the hotel to give a cooling effect to the rooms below. Orchid believe in the three "R" theory of reduce, reuse, recycle. There are aerators fitted in every water fixture in the hotel to reduce the flow of water. In the staff cafeteria they have taps working with timers. There are special water cisterns which will flush only 6 liters of water compared to others cisterns which use 15-20 liters. The urinals have a infrared flush valves which helps in flushing after every use. The sewage water in the hotel is treated and reused for air conditioning and gardening. The drip irrigation system used in the garden helps to reduce water usage by two folds. The airconditioning used in Orchids are R22 instead of CFC refrigerants which is eco friendly. Attached to the air-conditioning system is the STL tank to store cold energy during off-peak hours. This stored energy is then used during the peak hours /periods reducing compressor overloading and cutting power consumption. The heat generated from the air condition is used to provide hot water in the guest rooms.

40

The Orchid also has a zero garbage program, that means the hotels does not produce any garbage but instead they use vermiculture program in the hotel site itself to reduce their garbage and turn into manure. They also have Eco button in every room, this button can be pressed by the guest which will in turn increase the temperature in the room by 2 degree for upto 2 hours which saves energy. The guest are made aware of the use of energy and water used to wash the linen and they are entertained for linen reuse program. The guests are also made to participate in environmental programs organized by the hotel. These are the various environmental initiatives undertaken by the Orchid group of hotels.

41

CHAPTER-VI DATA ANALYSIS & INTERPRETATION

INTRODUCTION The purpose of the study was to determine the environmental practices in the hotel companies in Ooty & Kumarakom. The study also identifies the staff perception towards environmental management and how their hotel is implementing environmental management and also how the customers react towards environmental management in the hotel. This chapter provides the results of the data analysis which is done to achieve this research purpose.

DATA COLLECTION The data required for this study was collected from two cities namely Ooty & Kumarakom. The data was collected on two different types of questionnaire, one for the staff and other for the customers simultaneously from these locations. The data collection for Kumarakom was done on 26-04-2010 till 29-04-2010. The data was collected from three different hotels from the location which were members of the Hotels Association of India (HAI). The data collection for Ooty was done on 17-05-2010 till 18-05-2010. There were also three hotels from Ooty which was selected according to HAI. As mentioned in Chapter 2, both the staff and the customer questionnaire consisted of the NEP scale with 15 questions about environmental perception.

RESPONSE RATE In Kumarakom the sample numbers of customers were 50 and there was 100% response. The samples for the staff of the hotels were 50 and the response was 27 staff that is 54%. In the same way the sample for Ooty was 50 customers and there was 100 % response and the staffs were 50 and the response was 36 that is 72%.

42

The response rate of the staff was less due to the tourist season at both these location since the hotels were on full occupancy. In spite of various constraints at these two locations, the maximum effort was made to collect data from these sources. Total Issued 50 50 50 50 Response 36 27 50 50 Percentage 72% 54% 100% 100%

Staff Ooty Staff Kumarakom Customer Ooty Customer Kumarakom

OOTY Customer NEP Scale analysis Table 6.1-Descriptive Statistics of Customers from Ooty according to NEP
Std. N we are approaching the limit of the number of people the earth can support humans have the right to modify the natural environment to suit their needs when humans interfere with nature it often produces disastrous consequences human ingenuity will insure that we do not make the earth unlivable humans are severely abusing the environment the earth has plenty of natural resources if we just learn how to develop them plants and animals have as much right as humans to exist the balance of nature is strong enough to cope with the impact of modern industrial nations despite our special abilities humans are still subject to the laws of nature the so called ecological crisis facing humankind has been greatly exaggerated the earth is like a spaceship with very limited room and resource humans were meant to rule over the rest of the nature the balance of nature is very delicate and easily upset humans will eventually learn enough about how nature works to be able to control it if things continue on their present course, we will soon experience a major ecological catastrophe Valid N (listwise) 50 50 50 50 50 50 50 50 50 50 50 50 50 50 50 50 Mean 5.76 1.94 5.60 4.58 6.24 6.44 5.50 3.84 6.16 5.94 5.00 1.96 6.00 6.28 6.42 Deviation .555 .740 .756 1.553 .625 .705 1.669 2.324 .710 1.150 2.000 .925 .904 .730 .758

43

The table 6.1 shows the results of the customers NEP scale from Ooty, this is a 7 point scale from strongly agree to strongly disagree. (a) N=5.76/7.00 most of the people think they are approaching the limit of people the earth can support. (b) N= 1.94 disagree that we have the right to modify our environment. (c) N=5.60 agree that human interfere with nature is often disastrous. (e) & (f) N=6.22 & N=6.44 strongly agree that humans are abusing the nature and also we have the resources and we need to learn how to develop them.(L) N= 1.96 strongly disagree to the statement that humans were meant to rule over rest of the nature.(o) N=6.42 strongly agree that if things continue the same way , we will experience a major ecological catastrophe. This table clear shows that the customers are aware of the things which are damaging the environment.

Customer Choice of Hotel

Table 6.2 Descriptive Statistics of Customer Choice of Hotel in Ooty

N Customer choice of the hotel-Localization Customer choice of the hotel-Quality of service offered Customer choice of the hotel-Tradition of the hotel Customer choice of the hotel-Price Customer choice of the hotel-Concern for natural environment Customer choice of the hotel-Others Valid N (listwise) 50 50 50 50 50 50 50

Mean 4.04 1.64 2.72 3.16 3.54 5.90

Std. Deviation 1.106 .942 1.230 1.184 1.373 .707

Table 6.2 clearly states that customers travelling to Ooty mainly select the hotel on the basis of services offered N=1.64. Secondly based on the tradition of the hotel N=2.72. Thirdly based on the price of the hotel N=3.16. The concern for natural environment from the customers in Ooty is a Fourth option with N=3.54. Lastly they choose localization and others as their option for the choice of hotel. This table clearly states that hotels in ooty should offer various kinds of services to their customers since their customers prefer hotels which varied services.
44

Purpose of travel

Table 6.3 Descriptive Statistics for purpose of travel- Ooty

N What is the main Purpose of your Travel? Valid N (listwise) 50 50 Mean 1.30 Std. Deviation .614

In the table 6.3, since the mean is N=1.30 the customers who travel to Ooty are mainly for Leisure Purpose. 60% are for leisure, 30% for business and 10% for visiting friends and relatives.

Environmental awareness

Table 6.4 Descriptive Statistics for environmental awareness-Ooty

Std. N How Environmentally aware you percieve you are? Are, in your opinion, the issue of natural environment and its protection imporatant for the performance and development of tourism what is, in your opinion, the magnitude of the hotels influence on the natural environment would you be willing to pay extra for a hotel that has environmentally friendly practices? Valid N (listwise) 50 50 50 2.06 1.66 .956 .872 50 50 Mean 3.64 2.00 Deviation .802 .000

(A)N=3.64 customers in Ooty state that they are somewhat environmentally aware. (B) N=2.00 all of them state that environment and its protection is important for the performance and development of tourism.(B) customers in Ooty think that hotels influence on the natural environment is medium N=2.06. 66% of the customers in Ooty are willing to pay extra for the hotels which are environment friendly.
45

Staff NEP scale analysis Table 6.5 Descriptive Statistics of staff from Ooty according to NEP
N we are approaching the limit of the number of people the earth can support humans have the right to modify the natural environment to suit their needs when humans interfere with nature it often produces disastrous consequences human ingenuity will insure that we do not make the earth unlivable humans are severely abusing the environment the earth has plenty of natural resources if we just learn how to develop them plants and animals have as much right as humans to exist the balance of nature is strong enough to cope with the impact of modern industrial nations despite our special abilities humans are still subject to the laws of nature the so called ecological crisis facing humankind has been greatly exaggerated the earth is like a spaceship with very limited room and resource humans were meant to rule over the rest of the nature the balance of nature is very delicate and easily upset humans will eventually learn enough about how nature works to be able to control it if things continue on their present course, we will soon experience a major ecological catastrophe Valid N (listwise) 36 36 36 36 36 36 36 36 36 36 36 36 36 36 36 36 Mean 5.53 1.42 4.44 3.67 5.89 6.69 6.50 1.53 5.56 6.75 6.50 2.14 5.83 6.81 6.81 Std. Deviation .506 .604 .735 1.242 .575 .467 .609 1.207 .969 .439 .697 1.437 1.159 .401 .467

As the table 6.5 states, the staff in Ooty strongly disagree to the point that humans have the right to modify the nature N=1.42. they also strongly agree to the point that the earth has a lot of resources and we need to learn how to develop them N=6.69. They strongly agree to the point that humans will learn enough how nature works and be able to control it N=6.81 and also we will experience a major ecological catastrophe N=6.81.

46

Environmental practices of Hotels in Ooty Hotel -A Table 6.6 Descriptive Statistics of environmental management- Hotel-A
Std. N uses energy efficient equipment and products composts organic kitchen waste purchases locally produced ingredients cooperates with NGO's to enhance environmental management educates guests on environmentally friendly practices and policy uses high energy efficient lighting installs occupancy sensors or a key card control system in guest rooms to reduce in room energy consumption implements a linen and towel reuse installs water efficient devices and equipment uses environmentally friendly cleaners or detergents monitors and records our environmental management performance implements employee environmental training program implements a smoke free policy to reduce air circulating costs uses energy star qualified products involves a manager or team in environmental management implements water efficient gardening programs implements recycling program purchases used or recycled content products supports local communities to enhance the local environment uses environmentally responsible suppliers implements donation programs uses refillable amenity dispensers pursues green certification incorporates environmental management into corporate policy uses reusable items recovers used cooking oils and food waste 11 11 11 11 11 11 11 11 11 11 11 11 11 11 11 11 11 11 11 3.18 3.73 3.36 3.18 3.18 3.73 3.09 3.09 3.45 3.45 3.18 3.27 3.27 2.73 2.45 3.09 3.89 3.45 3.64 .405 .467 .505 .405 .405 .467 .302 .539 .522 .522 .405 .467 .467 .647 .522 .302 .539 .522 .505 11 11 11 11 11 11 11 Mean 3.91 3.09 3.55 3.55 3.27 3.36 3.09 Deviation .302 .302 .522 .522 .467 .505 .302

47

Table 6.6 Descriptive Statistics of environmental management- Hotel-A

Std. N uses energy efficient equipment and products composts organic kitchen waste purchases locally produced ingredients cooperates with NGO's to enhance environmental management educates guests on environmentally friendly practices and policy uses high energy efficient lighting installs occupancy sensors or a key card control system in guest rooms to reduce in room energy consumption implements a linen and towel reuse installs water efficient devices and equipment uses environmentally friendly cleaners or detergents monitors and records our environmental management performance implements employee environmental training program implements a smoke free policy to reduce air circulating costs uses energy star qualified products involves a manager or team in environmental management implements water efficient gardening programs implements recycling program purchases used or recycled content products supports local communities to enhance the local environment uses environmentally responsible suppliers implements donation programs uses refillable amenity dispensers pursues green certification incorporates environmental management into corporate policy uses reusable items recovers used cooking oils and food waste Valid N (listwise) 11 11 11 11 11 11 11 11 11 11 11 11 11 11 11 11 11 11 11 11 3.18 3.73 3.36 3.18 3.18 3.73 3.09 3.09 3.45 3.45 3.18 3.27 3.27 2.73 2.45 3.09 3.89 3.45 3.64 .405 .467 .505 .405 .405 .467 .302 .539 .522 .522 .405 .467 .467 .647 .522 .302 .539 .522 .505 11 11 11 11 11 11 11 Mean 3.91 3.09 3.55 3.55 3.27 3.36 3.09 Deviation .302 .302 .522 .522 .467 .505 .302

Table 6.6 states all the environmental activities of Hotel A from Ooty. Hotel A uses energy efficient equipments and products to a great extent N=3.91, this table states that the hotel
48

has installed water efficient devices and equipment N=3.73. They also have a smoke free policy. To some extent it purchases locally produced ingredients N=3.55. to some extent it also cooperates with NGOs to enhance environmental management N=3.55. it also recovers cooking oils and food waste N=3.64, but the hotel does not have any donation program N=2.73. it also does not use any refillable amenity dispenser N= 2.45. it does not pursues any green certification and does not have a management team from environmental management. But it involves environmental policy into their corporate policy.

Hotel-B Table 6.7 Descriptive Statistics of environmental management- Hotel-B

N uses energy efficient equipment and products composts organic kitchen waste purchases locally produced ingredients cooperates with NGO's to enhance environmental management educates guests on environmentally friendly practices and policy uses high energy efficient lighting installs occupancy sensors or a key card control system in guest rooms to reduce in room energy consumption implements a linen and towel reuse installs water efficient devices and equipment uses environmentally friendly cleaners or detergents monitors and records our environmental management performance implements employee environmental training program implements a smoke free policy to reduce air circulating costs uses energy star qualified products involves a manager or team in environmental management implements water efficient gardening programs implements recycling program purchases used or recycled content products supports local communities to enhance the local environment 15 15 15 15 15 15 15 15 15 15 15 15 3.40 3.60 3.80 3.20 3.27 3.47 3.40 3.40 3.33 3.47 3.33 3.20 .507 .507 .414 .414 .458 .516 .737 .507 .488 .516 .488 .414 15 15 15 15 15 15 15 Mean 3.87 3.13 3.53 3.40 2.87 3.40 3.13 Std. Deviation .352 .743 .516 .632 .640 .507 .743

49

uses environmentally responsible suppliers implements donation programs uses refillable amenity dispensers pursues green certification incorporates environmental management into corporate policy uses reusable items recovers used cooking oils and food waste

15 15 15 15 15 15 15

3.20 2.87 2.87 3.13 3.40 3.73 3.60

.775 .834 .640 .915 .632 .458 .507

Valid N (listwise)

15

Table 6.7 consist the environmental practices of hotel-B. This hotel also uses lot of energy efficient equipment and products N=3.83. Unlike Hotel-A, this hotel uses reusable items more compared to them N=3.73. This hotel also recovers used cooking oil and food waste N=3.60. This hotel also uses environmental friendly detergents and cleansers N=3.80. This hotel to no extent educates their staff on environmental practices N=2.87. To some extent pursues a green certification. To some extent also incorporates environmental management into corporate policy. But does not have any donation program or does not uses refillable amenity dispenser to any extent. Hotel-C

Table 6.8 Descriptive Statistics of environmental management- Hotel-C

Std. N uses energy efficient equipment and products composts organic kitchen waste purchases locally produced ingredients cooperates with NGO's to enhance environmental management educates guests on environmentally friendly practices and policy 10 10 10 10 10 Mean 3.50 2.00 2.30 2.30 2.80 Deviation .527 .000 .483 .483 .422

50

uses high energy efficient lighting installs occupancy sensors or a key card control system in guest rooms to reduce in room energy consumption implements a linen and towel reuse installs water efficient devices and equipment uses environmentally friendly cleaners or detergents monitors and records our environmental management performance implements employee environmental training program implements a smoke free policy to reduce air circulating costs uses energy star qualified products involves a manager or team in environmental management implements water efficient gardening programs implements recycling program purchases used or recycled content products supports local communities to enhance the local environment uses environmentally responsible suppliers implements donation programs uses refillable amenity dispensers pursues green certification incorporates environmental management into corporate policy uses reusable items recovers used cooking oils and food waste VAR00001 Valid N (listwise)

10 10

3.10 2.50

.316 .527

10 10 10 10 10 10 10 10 10 10 10 10 10 10 10 10 10 10 10 0 0

2.90 3.30 2.90 2.60 3.20 3.00 3.00 2.90 3.10 2.50 3.00 3.20 3.10 2.70 2.50 2.80 3.40 3.70 3.60

.876 .483 .568 .516 .422 .000 .667 .568 .738 .527 .000 .789 .316 .823 .527 .632 .516 .483 .516

Table 6.8 shows the analysis of the Hotel-C. This hotel lacks in many environmental practices unlike the other two hotels in Ooty. The best environmental practice of the hotel is to use reusable items N=3.70. It does not compost organic kitchen waste, it does not have any tie ups with NGOs, does not use locally grown products, to some extent there is a recycling program. It says that to some extent it pursues a green certification. This table clearly states that this hotel lacks in environmental management as mentioned by their staff compared to the HotelA & B which are doing fairly well in environmental management. This hotel has to take further initiatives to conserve the nature and its surroundings.
51

KUMARAKOM Customer NEP Scale analysis Table 6.9-Descriptive Statistics of Customers from kumarakom according to NEP
N we are approaching the limit of the number of people the earth can support humans have the right to modify the natural environment to suit their needs when humans interfere with nature it often produces disastrous consequences human ingenuity will insure that we do not make the earth unlivable humans are severely abusing the environment the earth has plenty of natural resources if we just learn how to develop them plants and animals have as much right as humans to exist the balance of nature is strong enough to cope with the impact of modern industrial nations despite our special abilities humans are still subject to the laws of nature the so called ecological crisis facing humankind has been greatly exaggerated the earth is like a spaceship with very limited room and resource humans were meant to rule over the rest of the nature the balance of nature is very delicate and easily upset humans will eventually learn enough about how nature works to be able to control it if things continue on their present course, we will soon experience a major ecological catastrophe Valid N (listwise) 50 50 50 50 50 50 50 50 50 50 50 50 50 50 50 50 Mean 5.92 2.06 4.60 5.20 6.30 6.70 6.50 4.42 5.44 4.04 3.46 2.58 5.52 6.06 6.62 Std. Deviation 1.226 1.463 1.161 .990 .789 .544 .707 1.875 1.643 2.166 2.341 1.864 1.344 .998 .567

Table 6.9 shows the customer NEP scale analysis from Kumarakom. According to this scle the customers strongly agree that the nature has a plenty of resources if we know how to develop them N=6.70. They strongly agree that the plants and animals have as much as right as humans to exist. They strongly agree that humans are abusing the environment N=5.30. As stated by customers from ooty, the customers from here also have strongly agreed that we will soon experience a major ecological catastrophe. They strongly disagree that we have the right to modify the natural environment N=2.06. They also strongly disagree that humans were meant to rule over the nature N=2.58. The so called ecological crisis facing humankind has been greatly exaggerated has been neither agreed not disagreed N=4.04.
52

Customer Choice of Hotel Table 6.10 Descriptive Statistics of Customer Choice of Hotel in Kumarakom

N Customer choice of the hotel-Localization Customer choice of the hotel-Quality of service offered Customer choice of the hotel-Tradition of the hotel Customer choice of the hotel-Price Customer choice of the hotel-Concern for natural environment Customer choice of the hotel-Others Valid N (listwise) 50 50 50 50 50 50 50

Mean 4.10 1.56 3.78 2.76 3.52 5.22

Std. Deviation 1.359 .884 1.234 1.188 1.297 1.620

This table 6.10 shows the choice of the customer on the hotel choice in Kumarakom. Customers travelling to Kumarakom prefer quality of service as their main criteria same as in Ooty N=1.56, where as the second preference here is Price N=2.76 where as in ooty it was tradition. Thirdly they prefer hotels which are environment friendly N=3.52, this shows that customers are aware of environment friendly hotels and they prefer these hotels. Fourthly tradition of the hotel N=3.78. Then they prefer localization and then other criteria.

53

Purpose of travel

Table 6.11 Descriptive Statistics for purpose of travel- Kumarakom

N What is the main Purpose of your Travel? Valid N (listwise) 50 50 Mean 1.50 Std. Deviation .735

Table 6.11 shows the purpose of travel to Kumarakom. The Mean N=1.50 clearly states that there are eual amount of leisure as well as business travelers coming to Kumarakom unlike ooty which had majority of leisure tourist. So hotels in kumarakom should meet the criteria of a leisure guest as well as a business tourist. The visiting family and friends are nil according to the sample

Environmental awareness

Table 6.12 Descriptive Statistics for environmental awareness-Kumarakom

N How Environmentally aware you perceive you are? Are, in your opinion, the issue of natural environment and its protection important for the performance and development of tourism what is, in your opinion, the magnitude of the hotels influence on the natural environment would you be willing to pay extra for a hotel that has environmentally friendly practices? Valid N (listwise) 50 50 50 1.92 1.20 .724 .606 50 50 Mean 3.36 2.00 Std. Deviation 1.005 .000

Table 6.12 contains environmental questions which were asked to the guest. (A) most of the guest answered that they perceived that they are somewhat environmentally aware N=3.36. Every guest answered that the issue of natural environment and its protection important for the performance and development of tourism N=2.00. Customers in Kumarakom also answered that the magnitude of hotels influence on the natural environment is medium N=1.92. Unlike Ooty
54

only 60% of the customers said that they would like to pay extra for environment friendly hotels and rest 40 % said they would not pay extra.

Staff NEP scale analysis Table 6.13 Descriptive Statistics of staff from Kumarakom according to NEP
N we are approaching the limit of the number of people the earth can support humans have the right to modify the natural environment to suit their needs when humans interfere with nature it often produces disastrous consequences human ingenuity will insure that we do not make the earth unlivable humans are severely abusing the environment the earth has plenty of natural resources if we just learn how to develop them plants and animals have as much right as humans to exist the balance of nature is strong enough to cope with the impact of modern industrial nations despite our special abilities humans are still subject to the laws of nature the so called ecological crisis facing humankind has been greatly exaggerated the earth is like a spaceship with very limited room and resource humans were meant to rule over the rest of the nature the balance of nature is very delicate and easily upset humans will eventually learn enough about how nature works to be able to control it if things continue on their present course, we will soon experience a major ecological catastrophe Valid N (listwise) 27 27 27 27 27 27 27 27 27 27 27 27 27 27 27 27 Mean 6.07 2.07 4.48 5.70 6.11 6.52 6.41 4.63 5.33 3.78 3.15 2.48 5.19 5.85 6.11 Std. Deviation .730 1.107 1.252 .912 .801 .700 .694 1.644 1.414 2.154 1.955 1.369 1.241 .949 .698

Table 6.13 states the NEP results from the staff in Kumarakom. The staff also agree that the earth has plenty of resources but we should know how to use them N=6.52. They strongly agree that plants and animals have as much right as humans to exist N=6.41. Then they also state that there will be a major ecological catastrophe if it continues the same way N=6.11. They also strongly disagree that we have the right to modify the environment N=2.07.They also strongly disagree that humans were meant to rule over the nature N= 2.48.
55

Environmental practices of Hotels in Kumarakom Hotel A Table 6.14 Descriptive Statistics of environmental management- Hotel-A

N uses energy efficient equipment and products composts organic kitchen waste purchases locally produced ingredients cooperates with NGO's to enhance environmental management educates guests on environmentally friendly practices and policy uses high energy efficient lighting installs occupancy sensors or a key card control system in guest rooms to reduce in room energy consumption implements a linen and towel reuse installs water efficient devices and equipment uses environmentally friendly cleaners or detergents monitors and records our environmental management performance implements employee environmental training program implements a smoke free policy to reduce air circulating costs uses energy star qualified products involves a manager or team in environmental management implements water efficient gardening programs implements recycling program purchases used or recycled content products supports local communities to enhance the local environment uses environmentally responsible suppliers implements donation programs uses refillable amenity dispensers pursues green certification incorporates environmental management into corporate policy uses reusable items 9 9 9 9 9 9 9 9 9 9 9 9 9 9 9 9 9 9 9 9 9 9 9 9 9

Mean 3.44 2.00 3.00 3.11 2.22 3.00 2.22

Std. Deviation .527 .000 .000 .333 .441 .000 .441

2.56 3.00 3.78 3.00 2.44 3.22 2.00 2.44 3.67 3.33 3.33 3.00 2.22 2.00 2.44 2.22 2.89 3.22

.527 .500 .441 .000 .527 .667 .000 .527 .500 .500 .500 .000 .441 .000 .527 .441 .333 .441

56

recovers used cooking oils and food waste Valid N (listwise)

9 9

2.78

.667

Table 6.14 shows the environmental practices in Hotel-A from Kumarakom. The best environment practices of this hotel is using environment friendly cleaners or detergents N=3.78 for a great extent. They also have a water efficient gardening program for a great extent N=3.67. to a great extent they also use energy efficient equipment and products N= 3.44. They also have recycling program and also use recycled products N=3.33. They do not compost kitchen waste and also they dont have any donation program. They do not pursue any green certification. They do not educate guest, they do not use energy efficient key card system. This hotel needs some more effort into being environment friendly so they can create a mark.

Hotel-B Table 6.15 Descriptive Statistics of environmental management- Hotel-B

N uses energy efficient equipment and products composts organic kitchen waste purchases locally produced ingredients cooperates with NGO's to enhance environmental management educates guests on environmentally friendly practices and policy uses high energy efficient lighting installs occupancy sensors or a key card control system in guest rooms to reduce in room energy consumption implements a linen and towel reuse installs water efficient devices and equipment uses environmentally friendly cleaners or detergents monitors and records our environmental management performance implements employee environmental training program implements a smoke free policy to reduce air circulating costs uses energy star qualified products 7 7 7 7 7 7 7 2.29 3.00 3.29 3.00 2.29 3.00 2.00 .488 .577 .488 .577 .488 .000 .000 7 7 7 7 7 7 7 Mean 3.00 2.00 3.00 2.86 2.43 2.86 2.29 Std. Deviation .816 .000 .000 .378 .535 .690 .488

57

involves a manager or team in environmental management implements water efficient gardening programs implements recycling program purchases used or recycled content products supports local communities to enhance the local environment uses environmentally responsible suppliers implements donation programs uses refillable amenity dispensers pursues green certification incorporates environmental management into corporate policy uses reusable items recovers used cooking oils and food waste

7 7 7 7 7 7 7 7 7 7 7 7

1.86 3.71 3.29 3.14 2.71 2.29 2.00 2.14 2.29 3.00 3.29 3.14

.378 .488 .488 .378 .488 .488 .000 .378 .756 .000 .488 .378

Valid N (listwise)

Table 6.15 shows the environmental management by hotel-B from Kumarakom. The highest environmental program in this hotel is uses environment friendly cleansers and detergents and also has a recycling program to some extent N=3.71. They have environmental management into their corporate policy N=3.00. Reusable are used in the hotel, energy efficient lighting is implemented to some extent. There is no manager or head for the environmental management N=1.86. They dont use any energy star qualified products N=2.00, there is no green certification. This hotel lacks in a lot of areas in environmental management and lot of initiatives and dedication should be taken by the management to make it environment friendly. These are the results according to what the staffs have conveyed.

58

Hotel-C

Table 6.16 Descriptive Statistics of environmental management- Hotel-C

N uses energy efficient equipment and products composts organic kitchen waste purchases locally produced ingredients cooperates with NGO's to enhance environmental management educates guests on environmentally friendly practices and policy uses high energy efficient lighting installs occupancy sensors or a key card control system in guest rooms to reduce in room energy consumption implements a linen and towel reuse installs water efficient devices and equipment uses environmentally friendly cleaners or detergents monitors and records our environmental management performance implements employee environmental training program implements a smoke free policy to reduce air circulating costs uses energy star qualified products involves a manager or team in environmental management implements water efficient gardening programs implements recycling program purchases used or recycled content products supports local communities to enhance the local environment uses environmentally responsible suppliers implements donation programs uses refillable amenity dispensers pursues green certification incorporates environmental management into corporate policy uses reusable items recovers used cooking oils and food waste Valid N (listwise) 11 11 11 11 11 11 11 11 11 11 11 11 11 11 11 11 11 11 11 11 2.09 2.09 2.82 2.00 2.73 2.55 2.09 1.91 3.36 3.45 2.91 2.18 1.91 2.00 2.00 2.00 3.00 2.91 2.82 .302 .302 .405 .000 .467 .522 .302 .302 .505 .820 .302 .405 .302 .000 .000 .000 .000 .539 .405 11 11 11 11 11 11 11 Mean 3.73 2.00 3.45 2.64 3.27 3.45 2.18 Std. Deviation .467 .447 .522 .505 .467 .522 .405

59

Table 6.16 shows the environmental management in Hotel-C in Kumarakom. This hotel uses Energy efficient products and equipments to a great extent N=3.73. They also have a recycling program N=3.45. they also a water efficient gardening program to a great extent N=3.36. They also uses locally grown ingredients to a great extent N=3.45. But this hotel lacks in many environmental programs compared to the Hotel-A&B. They dont use any environment responsible suppliers N=1.91, they do not have any team or a manager for environmental management N=1.91. They do not monitor any environmental activities; they do not pursue any green certification. This hotel needs to take a major step to implement environmental management in their hotel. They are involved in some kind of environmental management but it is of no use since they do not monitor any of their activities.

60

COMBINED HOTEL ENVIRONMENTAL PRACTICES OF OOTY & KUMARAKOMA CROSS COMPARISION ANALYSIS This section consist the cross comparison analysis of the six hotels environmental practices from Ooty & Kumarakom. Table 6.1 HEP- Implements renewable energy program

This chart clearly explains that Hotel-A,B&C has a strong renewable compared to hotel D,E&F. 32% staff agrees that hotel A, B&C has a strong renewable program. But 62% staffs in hotel B agree that they are doing it to some extent. 38% staffs agree that hotel D&E are doing it to some extent. 43% staffs agree that hotel F does it to some extent.

61

Table 6.2 HEP- Uses energy efficient equipments

72% staffs from hotel B agree that they use energy efficient equipment and 68% staffs from hotel A, 54%staffs from hotel F. whereas 38%staffs from hotel C&D that they implement this to some extent. 28%staffs from hotel E agree that they implement this to some extent. Table 6.3 HEP-Compost organic kitchen waste

62

Here we see that hotel B is doing this to a great extent with 58% staff agreeing to it and A is also doing it to some extent with 86% staffs agreeing to it. Hotel C, D, E&F are composting kitchen waste very little with 72% staff agreeing.
Table 6.4HEP Purchases locally produced ingredients

66%Staff from hotel A & 72% staff from B& 63% staff from F are purchasing locally produced ingredients for a great extent but hotel 33% staff from hotel C & 84% staff from D& 66% staff from E are only implementing this to some extent.
Table 6.5 HEP-Cooperates with NGOs

63

73% Staff from Hotel A, 78% from B& 12% D to a very great extent cooperates with NGOs. Hotel D is doing this 83% to some extent. 36% staff from hotel C, 73% from E& 78% from F does it to some extent.
Table 6.6 HEP- Educates guest on environmental friendly practices

32% staff from Hotel A, 27% from B& 32% from Fagree that they educates their guest to great extent. But 78% staff from hotel C, 32%from D& 78% from E does it only to some extent.
Table 6.7 HEP-Uses high energy efficient lighting

39% staff from hotel A, 44% from B&42% from F are using energy efficient lighting to a great extent where as hotel C&E is doing the same to some extent. But hotel D needs to implement it more effectively.
64

Table 6.8 HEP-Installs occupancy sensor or key card system

22% staff from hotel A& 56% from B has said that they installed occupancy sensor to a great extent where as hotel C with 56%,D,E&F are doing it to some extent only with 29% staff agreeing to it.
Table 6.9 HEP-Implements linen reuse program

27% staff from Hotel A, 61% from B&35% from C say that they are doing this to a great extent bu 47% from hotel D&27% from E say that they are doing it to some extent and 93% from hotel F agree that it is lacking behind in this environmental issue.

65

Table 6.10 HEP-Installs water efficient devices

73% staff from Hotel A,75% from B& 33% from C say that they are effectively using this program but hotel D&E are also doing to some extent with 67%. Hotel F are doing this only till a little extent with 82% staff agreeing to it.

Table 6.11 HEP- Uses environmental cleaners & detergents

66

93% staff from Hotel B agrees that they use this environmental management to a great extent compared to A-67%&D-23%. Hotel E-45%&F-74% are doing it to some extent

Table 6.12HEP- Monitors and records environmental management

Hotel A73%,B-86%,C-57%,D-73%&E-52% records their environmental management to some extent only. Whereas hotel F-82% staffs agree that it records its environmental management very little.
Table 6.13HEP-Implements employee environmental training program

67

Hotel A-24%, B-37%&C-24% educates their employee on environmental management to some extent. But hotel D-37%, E-24%&F-74% does it only till some extent.

Table 6.14 HEP- Implement a smoke free policy

Hotel A-77%,B-74%&D-43% does this effectively but hotel C-92%,E-74%&F68% does this to some extent only.
Table 6.15 HEP-Uses energy star qualified products

68

Hotel B-77% is very effective in using energy star products where as hotel A93%& C-57% are doing it to some extent but hotel D-84%, E-68% &F-93% need to do this a little more effectively
Table 6.16 HEP-Involves a manager or a team

Hotel B-61% has a effective team but hotel A-72%&C-65% have to some extent. But hotel D-51%,E-54%&F-94% are doing it for a little extent only.
Table 6.17HEP- Implements water efficient gardening program

69

Hotel A, B, C, D, E&F does this program very effectively with an average of 54% staff agreeing to it.

Table 6.18 HEP- Implements recycling program

Hotel A,B, D, E&F does have a effective recycling program with an average 63% but hotel C-56% has to implement it because it does it to some extent only.
Table 6.19 HEP- Purchases recycled products

70

Hotel B-57% &D-38% does it to a great extent where as hotel A-28%&E-17% is trying their best. Hotel C&F are doing it to some extent only with an average 93% staff answering.
Table 6.20 HEP-Supports the local community

Hotel A-37%,B-37%&C-40% supports the local community to a great extent. Hotel D-71%&E-46% are doing it to some extent and hotel F-71% has to implement it.
Table 6.21 HEP- Uses environmentally responsible suppliers

71

Hotel B-63% &A-37% uses environmentally responsible suppliers, but hotel C85% uses them to some extent. But hotel D-69%,E-57%&F93% has to start using environmentally responsible suppliers.
Table 6.22 HEP-Implements donation program

Hotel B-41%&C-23% does this to a great extent but hotel A-56% does this to some extent. Whereas hotel D-87%, E-67% &F-94% lack behind in implementing donation program.
Table 6.23 HEP- Uses refillable amenity dispenser

72

Only Hotel B-24% has implemented this in their management where as hotel A, C&D does this only to some extent with 45% average staff agreeing. But hotel E-47%&F-97% has to start using this environmental management.

Table 6.24 HEP- Pursues green certification

Hotel B with 76% staff agreeing purses a green certification but hotel A&C Pursues it to some extent. Hotel E also has pursued a green certification to some extent but hotel D&F has to pursue a green certification. Table 6.25 HEP- Incorporates management into corporate policy

73

All the three hotels A-24%, B-71% &C- 46% incorporate environmental management into their corporate policy to a great extent. But hotel D,E&F does incorporate it to some extent only into their corporate policy with an average of 67% staff agreeing to it. Table 6.26 HEP- Uses reusable items

All the three hotels A-47%,B-96%&C-73% use reusable items as their products in their hotel. But hotel D,E&F does it to some extent with 60 % average.
Table 6.27 HEP- Recovers used cooking oil and food waste

All the three hotel A-72%, B-91%&C-68% recovers their cooking oil and also recovers their food waste. But Hotel D, E&F does it only to some extent.

74

CHAPTER- VII SUMMARY & CONCLUSION

INTRODUCTION The purpose of the study was the find out the present status of the environmental management carried out by hotel companies in Ooty & Kumarakom. How does the staff respond towards the environmental management in their hotels? And also what do customers think about environment and environment friendly hotels. This chapter gives the summary of the results being analyzed, conclusion and recommendation for future research in the field of environmental concerns related to hotel industry.

DISCUSSION & FINDINGS This section discusses the findings of the research according to the research questions mentioned in chapter 1.

Environmental management in hotels Research Question1:

What environmentally friendly practices are hotel currently implementing? The hotels in both the locations are aware of the environmental concerns and also the future scope for environmental management in their properties. Hotels in Ooty have been implemented more environmental practices than the hotels in Kumarakom. Hotel B from Ooty had been very effective in environmental activities and also hotel D from Kumarakom has been doing the same.

Research Question 2: To what extent are hotel involved in environmental practices?

Two hotels from Ooty and one hotel from Kumarakom has been effectively involved in environmental activities but the other hotel are not interested in implementing environmental management into their properties and they also not involved in basic environmental management
75

like waste water treatment and recycling programs. Hotels in kumarakom needs to speed up fast and implement these programs so to meet the needs of the customers in the future.

Research Question3: To what extent are hotel staffs concerned about the environment?
Few staff from hotel A&B in Ooty and Hotel D from Kumarakom seems to be really concerned about the environmental management since the hotel is being educating them in environmental practices. But staffs from hotel E &F are not aware of environmental management and also are not interested in implementing these programs in their properties. Staffs from hotel C are involved in certain environmental practices but they need to take this environmental management more seriously and implement it effectively.

Research Question 4: Is there any relationship between staffs environmental attitudes and their hotels environmental management practices?
In Hotel A, B&D the staff are well trained to implement this environmental management in their property so the staff from these hotels put their maximum effort to maintain the environmental management since their hotel has been green certified and also the environmental management is part of their corporate policy. Hotel C is also maintaining few environmental initiatives even if they dont match hotel A&B. but hotel E&F seem to lack in lot of area and the staff are not interested in environmental management in their property.

Research Question 5: Customers perception towards environment friendly hotels?

The customers at both the locations are more aware about the environmental problem and what are the causes because of environmental damage. But most of the customers said that hotels cause a medium amount of damage to the environment unlike other industries. Many customers from Ooty mentioned saying that they would prefer environment friendly hotels as their 3rd
76

choice for choice of hotel. This might soon become 1st preference because of the interest shown towards environmental management. 60% of customers from both locations would pay extra to the hotel if there are following environmental management. By this we learn that customers are becoming more aware about green hotels and this demand will rise in the years to come.

Research Question 6: What do customers expect from environment friendly hotels?

Customers in todays world are aware about the various environmental concerns and also the need for change. There is a niche market which is growing for the eco friendly consumers. Many hotel companies today are aware of this niche market and are trying to implement this concept into their management to meet the needs of these customers. The results of the NEP scale answered by the customers clearly state that they understand the need for environmental activities and they are also being cautious. They also contribute to the nature by being a part of the environment friendly hotels. 100% customers in the survey have answered saying that there should be serious step taken to conserve our earth and 60% of them are willing to pay extra for their stay in eco friendly hotels. Hotels should take this into consideration to start a fresh in having a environmental management system in their organization.

IMPLICATIONS It was found in the study that most of the hotels with high investment and huge properties have not been involved them self in environmental management. Not much of interest was shown by some properties. Hotel A, B&D which belong to the major corporate group, involved them self in environmental management since it is a part of their corporate policy. The local hotel associations, the tourism board and the government bodies should show some interest towards these hotels by providing incentives and tax breaks to hotels involving themselves in environmental management.

77

Secondly it is also found that few hotels are not involved in basic environmental management activities like waste water treatment, using recycled products or using treated water for their gardens. This shows that few hotels are not interested in environmental activities and are keeping themselves away from it. There is a huge support needed from the local government to make sure the local environment is guarded from depletion. Thirdly it was found that few properties implemented environmental management but still they never use to monitor the activities and staffs were not educated towards environmental management. Hotel B was the only hotel which had a team to manage the environmental activities. Fourthly it was found that some of the staffs were not much aware about the environmental management in their property. The staff from few properties showed no interest towards environmental activities. The management should take initiatives to educate their staff and also to motivate them to implement the policies into their daily work. Lastly this study gives an answer to how each of these properties from Ooty & Kumarkom perceives towards environmental management and how the staff from these hotels perceives their environmental activities. It was clearly known how the customers are aware of the environmental consequences and how do they react.

LIMITATIONS & RECOMMENDATION FOR FUTURE RESEARCH This study has very few limitations. Time duration for the thesis was a limitation, since collecting data and also doing the review need some extra time. Then the responses from the hotels were a constraint since the hotels are located in tourist destination and the bust schedules which the staff in the hotels had. All the hotels could not be covered up due to the time constraint. This study was limited to two locations that is Ooty & Kumarakom, there is future scope for studies of various environmental management at different locations and this study was also limited to three hotels from each location which are under the sample frame of HAI chosen by
78

the researcher. The study can also cover various other properties at these locations. The study results were analyzed on the basis of the questionnaire filled by the staff of individual hotel, but to avoid bias, the green certification and the management activities can be directly measured on the basis of social desirability. The present study was done on the general staff of the hotel and for future research it can be analyzed on the top management and also the corporate of the properties. The study was limited to staff and customers of these hotels, but there are various other variables that can be analyzed in the future research. Lastly the environmental management in a property can help in profitability of the hotel in various means by cutting down their costs. A longitudinal study can be conducted on the topic to find of the profitability chances of the hotels which have implemented environmental management. These are the scope for further research in this field.

CONCLUSION Environmental management is a growing trend in the world today and lot of concerns and interests have been shown towards going green. Lot of companies, government organizations, private companies and customers have become environmentally aware. Hotels playing a major role in the hospitality sector have reached a time where many hotels have started turning eco friendly. The present world scenario is forcing every organization to go green. Hotels are now attracted towards this concept to cut down their costs. In this study we learn about how the staffs perceive towards going green and how hotels from Ooty & Kumarakom are working towards being environment friendly to save the nature and create sustainability. It was also found out that how environment friendly are customers who travel to this place and how do they perceive about the current environmental situation. The hotel industry should keep promoting green practices to reduce negative impacts on the nature, increase efficiency and reduce operational costs. As revealed in this study, the staffs play a major role in environmental management by following it even though it is a corporate policy. The
79

customers are also an important aspect in promoting green hotels. In order to promote environmental management in the hotel industry, the corporate, top management, staff, customers, government agencies and NGOs should put in their efforts by increasing the environmental awareness among the people and also providing details on successful environmental management in the hotel industry.

80

REFERENCES
Bohdanowicz (2005). European Hoteliers Environmental Attitudes: Greening the Business. Cornell Hotel and Restaurant Administration Quarterly 2005; 46; 188 Bohdanowicz (2005), Sustainable Hotels- Environmental recording according to Green Globe.The 2005 World Sustainable Building Conference,Tokyo, 27-29 September , 1643

Bohdanowicz, P. (2006). Environmental awareness and initiatives in the Swedish and Polish hotel industries-survey results. Hospitality Management, 25, 662-682. Cathy & Judy (1999). Best Hotel Environmental Practices. Cornell Hotel and Restaurant Administration Quarterly; 40, 72 Classification of Hotels. (2010). Retrieved March 02, 2010, from http://hotelindustry.learnhub.com/lesson/8842-classification-of-hotels Dunlap, R.E., Van Liere, K.D., Mertig, A.G., Jones, R.E. (2000). Measuring Endorsement of the New Ecological Paradigm: A Revised NEP Scale. Journal of Social Issues, 56(3), 425-442. Environmental management in Taj Hotel. (2010).Retrieved, April 17, 2010, from http://www. tajhotels.com Environmental management in ITC Welcomgroup. (2010). Retrieved, April 17, 2010, from http:// www. Itc.com Environmental management in Orchid Hotels. (2010). Retrieved, April 17, 2010, from http:// www. royalorchid.com Environmental management in Leela Group. (2010). Retrieved, April 17, 2010, from http:// www. leelahotels.com Foster, S. T., Sampson, S. E., & Dunn, S. C. (2000). The impact of customer contact on environmental initiatives for service firms. International Journal of Operations & Production Management 20(2), 187-203
81

Knight Frank Research (2008), 4th Quarterly, p. 2, Figure 1. Iwanowski, K., & Rushmore, C. (1994). Introducing the eco-friendly hotel. Cornell Hotel and Restaurant Administration Quarterly, 35(1), 34-38. Jose & Enrique (2009). Environmental practices and firm performance: an empirical analysis in the Spanish hotel industry, Journal of Cleaner Production 17,516524

Kirk, D. (1998). Attitudes to environmental management held by a group of hotel managers in Edinburgh. Hospitality Management, 17, 33-47. Kirk, D. (1998). Attitudes to environmental management held by a group of hotel managers in Edinburgh. Hospitality Management, 17, 33-47. Lele & Nash.k.(1996), Encyclopedia of Religion and Nature, London & New York: continuum Manaktola, K., & Jauhari, V. (2007). Exploring consumer attitude and behavior towards green practices in the lodging industry in India. International Journal of Contemporary Hospitality Management, 19(5), 364-377. Manente, M., & Furlan, M. C. (1998). Quality in the macroeconomic system of tourism. The TouristReview 2(98), 17-27. McCleary, (2009). Relationship between top managers environmental attitude and environmental management in hotel companies (M.sc Dissertation), Virginia polytechnic institute, state university Major Hospitality Industry Players list. (2010). Retrieved March 02, 2010, from http://www.naukrihub.com/india/hospitality/top-companies/ Negi. R (1984). Hotels for Tourism Development: Economic planning & financial management, New Delhi: Metropolitan book.co Polonsky, M. J., Rosenberger, P. J., & Ottman, J. (1998). Developing green products: Learning from stakeholders. Asia Pacific Journal of Marketing and Logistics10(1), 22-43.

82

Priego & Palacios (2008).

Analysis of Environmental Statements Issued by EMAS-Certified

Spanish Hotels, Cornell Hospitality Quarterly 2008; 49; 381

Rooms offered in different categories of hotels in various states in India. (2010). Retrieved and explorated , March 02, 2010, from www.hotelassociationofindia.com/hracc_update.htm Cushman & Wakefield Research (2004), Survival to revival, Indian realty sector on the path to recovery Tzschentke, N., Kirk, D., & Lynch, P.A. (2004). Reasons for going green in serviced accommodation establishments. International Journal of Contemporary Hospitality Management, 16(2), 116-124. Wall, G. (1995). Barriers to individual environmental action: The influence of attitudes and social experiences. The Canadian Review of Sociology and Anthropology, 32, 465-490.

83

APPENDIX-A SURVEY QUESTIONNAIRE FOR STAFF A Survey of Hotel Environmental Management

Section A. Listed below are statements about the relationship between humans and the environment. Please indicate the extent to which you agree or disagree with each statement by circling the appropriate response.
Sl 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 We are approaching the limit of the number of people the earth can support. Humans have the right to modify the natural environment to suit their needs. When humans interfere with nature it often produces disastrous consequences. Human ingenuity will insure that we do NOT make the earth unlivable. Humans are severely abusing the environment. The earth has plenty of natural resources if we just learn how to develop them. Plants and animals have as much right as humans to exist. The balance of nature is strong enough to cope with the impacts of modern industrial nations. Despite our special abilities humans are still subject to the laws of nature. The so-called ecological crisis facing humankind has been greatly exaggerated. The earth is like a spaceship with very limited room and resources. Humans were meant to rule over the rest of the nature The balance of nature is very delicate and easily upset. Humans will eventually learn enough about how nature works to be able to control it. If things continue on their present course, we will soon experience a major ecological catastrophe. Strongly disagree 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 Neutral 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 6 6 6 6 6 6 6 6 6 6 6 6 6 6 6 Strongly agree 7 7 7 7 7 7 7 7 7 7 7 7 7 7 7

84

Section B. Listed below are statements about environmental management. Please indicate your hotels current extent of involvement in each environmental activity by circling the appropriate response.
Currently our Hotel. 1 2 3 4 5 6 7 8 9 10 implements renewable energy programs (e.g. use of wind or solar power). uses energy-efficient equipment and products. composts organic kitchen waste. purchases locally produced ingredients. cooperates with NGOs to enhance environmental management. educates guests on environmentally friendly practices and policy. uses high energy efficient lighting. installs occupancy sensors or a key-card control system in guest rooms to reduce inroom energy consumption. implements a linen and towel reuse program. installs water-efficient devices and equipment (e.g. low-flow or infrared-activated faucets, low-flow showerheads, low-watervolume toilets, water-efficient laundry equipment or dishwashers). uses environmentally friendly cleaners or detergents. monitors and records our environmental management performance. implements employee environmental training programs. implements a smoke-free policy to reduce air-circulating costs. uses Energy Star-qualified products. involves a manager or team in environmental management. implements water-efficient gardening programs (e.g. using treated water in garden irrigation, or adopting xeric gardening techniques). To no extent 1 1 1 1 1 1 1 1 1 1 Little extent 2 3 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 3 3 Some extent 4 4 4 4 4 4 4 4 4 4 5 5 5 5 5 5 5 5 5 5 Very great extent 6 7 6 6 6 6 6 6 6 6 6 7 7 7 7 7 7 7 7 7

11 12 13 14 15 16 17

1 1 1 1 1 1 1

2 2 2 2 2 2 2

3 3 3 3 3 3 3

4 4 4 4 4 4 4

5 5 5 5 5 5 5

6 6 6 6 6 6 6

7 7 7 7 7 7 7

18 19 20 21

implements recycling programs.

purchases used or recycled-content products. supports local communities to enhance the local environment. uses environmentally responsible suppliers

1 1 1 1

2 2 2 2

3 3 3 3

4 4 4 4

5 5 5 5

6 6 6 6

7 7 7 7

22

implements donation programs (e.g. leftover guest amenities, or old furniture and

85

appliances, and food). 23 24 25 26 27

uses refillable amenity dispensers.

pursues green certifications. incorporates environmental management into corporate policy. uses reusable items (e.g. cloth napkins, glass cups, ceramic dishes). recovers used cooking oils and food waste.

1 1 1 1 1

2 2 2 2 2

3 3 3 3 3

4 4 4 4 4

5 5 5 5 5

6 6 6 6 6

7 7 7 7 7

End of Questionnaire! THANK YOU VERY MUCH FOR YOUR TIME AND HELP

86

APPENDIX-B SURVEY QUESTIONNAIRE FOR CUSTOMER A Survey of Hotel Environmental Management

Section A. Listed below are statements about the relationship between humans and the environment. Please indicate the extent to which you agree or disagree with each statement by circling the appropriate response.
Sl 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 We are approaching the limit of the number of people the earth can support. Humans have the right to modify the natural environment to suit their needs. When humans interfere with nature it often produces disastrous consequences. Human ingenuity will insure that we do NOT make the earth unlivable. Humans are severely abusing the environment. The earth has plenty of natural resources if we just learn how to develop them. Plants and animals have as much right as humans to exist. The balance of nature is strong enough to cope with the impacts of modern industrial nations. Despite our special abilities humans are still subject to the laws of nature. The so-called ecological crisis facing humankind has been greatly exaggerated. The earth is like a spaceship with very limited room and resources. Humans were meant to rule over the rest of the nature The balance of nature is very delicate and easily upset. Humans will eventually learn enough about how nature works to be able to control it. If things continue on their present course, we will soon experience a major ecological catastrophe. Strongly disagree 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 Neutral 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 6 6 6 6 6 6 6 6 6 6 6 6 6 6 6 Strongly agree 7 7 7 7 7 7 7 7 7 7 7 7 7 7 7

87

What is the main purpose of your travel? Leisure Business Visiting friends and/or relatives Others. On a scale of 1-5 how environmentally aware do you perceive you are? 1 being NOT environmentally aware and 5 being EXTREMELY environmentally aware Not environmentally aware 1 2 3 4 5 extremely environment friendly

In your opinion which of the factors mentioned below have the highest influence on the customers choice of the Hotel (1-the most important, 6-least important) [ [ [ [ [ [ ] Localization, ] Quality of service offered, ] Tradition of the Hotel, ] price, ] Concern for the natural environment, ] Others,

Are, in your opinion, the issue of natural environment and its protection important for the performance and development of tourism: [ ] No [ ] Yes

What is, in your opinion, the magnitude of the Hotels influence on the natural environment: [ [ [ [ ] Significant/Large, ] Medium, ] non-significant/small, ] there is no influence

Would you be willing to pay extra for a hotel that has environmentally friendly practices? Yes No Neutral

End of Questionnaire! THANK YOU VERY MUCH FOR YOUR TIME AND HELP

88

APPENDIX-C
Hotels listed in NSE 1. Advani hotels and Resorts (India) LTD 2. Asian Hotels LTD 3. Bhagawathi Banquets and Hotels LTD 4. Bharat Hotels LTD 5. Blue Coast Hotels and Resorts LTd 6. EIH Associate Hotels LTD 7. The Indian Hotel Company LTD 8. Kamat Hotels LTD 9. Oriental Hotels LTD 10. Royal Orchid Hotels LTD 11. Taj GVK Hotels and Resorts Ltd 12. Viceroy Hotels and Resorts LTD

Hotels listed in BSE 1. Advani hotels and Resorts (India) LTD 2. Aruna Hotels LTD 3. Asian Hotels LTD 4. Balaji Hotels and Enterprises LTD 5. Nenares Hotels LTD 6. Best Eastern Hotels LTD 7. Bhagawathi Banquets and Hotels LTD 8. Blue coast Hotels and Resorts LTD 9. Cindrella Hotels Ltd 10. Dolphin Hotels Ltd 11. EIh Associate Hotels LTD 12. Empire Hotels and Resorts LTD 13. Fomento Resorts and Hotels LTD 14. Gandhinagar Hotels LTD 15. Gujarat Hotels LTD 16. Howard Hotels LTD 17. Ideal Hotels and Industries LTD 18. Indian Hotels Co LTD 19. Ishwar Bhuwan Hotels LTD 20. James Hotels LTD 21. Jindal Hotels LTD 22. Kamat Hotels Indian LTD 23. Matyank Hotels LTD
89

24. Neelkanth Motels and Hotels LTD 25. Oriental Hotels LTD 26. Polo Hotels LTD 27. Ras Resorts and Apart Hotels LTD 28. Royal Orchid Hotels LTD 29. Royal Resorts and Hotels LTD 30. Royale Manor Hotels and Industries LTD 31. Sayaji Hotels LTD 32. Sinclairs Hotels LTD 33. Suave Hotels LTD 34. Taj GVK Hotels and Resorts LTD 35. Tulip Star Hotels LTD 36. Vedant Hotels LTD 37. Velan Hotels LTD 38. Viceroy Hotels LTD

90