Chapter 34: Hotel, Tourism and Travel Management

Introduction

Tourism industry involves a wide range of players who serve tourists directly and to a greater or lesser extent depend on tourism for their business. They include hotel and catering services, recreation and cultural services, travel agencies, tour operators, and tourist guides. The term “hospitality industry” is also used as a synonym for hotel and catering industry and services, and often imprecisely to include tourism industry also. Another term used in the tourism industry is “destination management”.

Tourism is a development activity which enhances the quality of life, preserves the national heritage and encourages the appreciation of India’s diverse cultures both by Indians and foreign visitors. It has become an important segment of Indian economy as it creates employment opportunities and contributes substantially to its foreign exchange earnings. The estimates foreign exchange earnings in 1999 was Rs.12495.55 crore, an increase of 8.35% over the previous year. India has everything that can attract tourists.

A recent study by the World Travel and Tourism Council (WTTC) has estimated that India’s tourism and travel industry contributes about Rs.90/5 billion every year to the GDP and provides 17.4 million jobs. The study also has envisaged that the over all economic activity stimulated by the industry would grow at the annual rate of about 8.4% over the next decade. This growth would result in the industry accounting for more than one in 15 jobs and contributing about 6.9% to GDP by the end of 2010 AD.

India’s first tourism policy was enunciated in 1982. This was followed up in 1988 with the comprehensive Report of the National Committee of Tourism. This in turn, led to the preparation of the ambitious National Action Plan for Tourism in May 1992. The Tourism Synergy Programme and the National Strategy for the Development of Tourism followed in 1993 and 1996 respectively. The Ministry of Tourism has now come out with a Draft National Tourism Policy which pledges, among others, to make tourism and travel an important instrument for “sustainable human development, poverty alleviation, and employment generation”.

The Ministry of Tourism functions as the nodal agency for the development of tourism within the country and for attracting foreign tourists. It is also responsible for classifying the functioning hotels under the “star system” into six categories, from One-to Five-Star Deluxe. A seventh category of Heritage Hotels has also been introduced since 1994. The task of classification is vested in the Hotel and Restaurant Approval and Classification Committee (HRACC) set up by the Ministry.

The status of the classified hotels is reviewed every three years to ensure that the requisite standards are maintained by these hotels. As on September 1999, there were 1229 hotels on the approved list with 68,302 rooms. The classified hotels included 146 in one-star, 324 in two-star, 316 in three-star, 62 in heritage, 79 in four-star, 50 in five-star, and 55 in five-star (deluxe) categories. The Ministry has also under its control, the India Tourism Development Corporation (ITDC), a public sector undertaking, and four autonomous institutions, viz., the Indian Institute of Tourism and Travel management (IITTM) (Gwalior), the National Council for Hotel Management and Catering Technology (NCHMCT) (New Delhi), the National Institute of Water Sports (NIWS), Goa, and the Indian Institute of Skiing and Mountaineering (IISM) (Gulmarg). The ITDC, established in 1966, is involved in the development of tourism infrastructure and promotion of India as a tourist destination. It also maintains a chain of hotels, restaurants, and travellers’ lodges. The IITTM and NCHMCT have been constituted to promote education in tourism and travel and hotel management. The NIWS and IISM encourage adventure tourism and sports.

All the States and Union Territory Administrations also have Departments of Tourism and State Development Corporations for promoting tourism.

Hotel Management and Catering

Educational Opportunities

Training programmes in the field of hotel management, catering and nutrition were first taken up in 1962 by the Department of Food in the Ministry of Agriculture for the training of personnel at supervisor and middle management levels and also at the craft level. To begin with, four Institutes of Hotel Management, Catering Technology and Applied Nutrition (IHMCTANs) were set up at New Delhi, Mumbai, Chennai and Calcutta between 1962 and 1964. In order to meet the training requirements at crafts Institutes were also set up by the Department at different places in the country. In October 1982, the programme of training was transferred to the Ministry of Tourism which established in 1984 the National Council for Hotel Management and Catering

Technology (NCHMCT). The objectives of the National Council include coordinated development of hotel management and catering education, and standardisation of courses and infrastructure requirements of the Institutes under its jurisdiction. At present, there are 22 IHMCTANs under it (See Annexure 1). The National Council has also a plan for granting affiliation to privately run Institutes of Hotel Management and those established by the State Governments. For example, the Institute of Hotel Management Catering Technology & Applied Nutrition, set up by the Sikkim Government, has already been granted affiliation. In order to strength the existing training structure, it would also set up a National Culinary Institute of India and an Advanced Hotel Management Institute of India at NOIDA. The Culinary Institute shall pay a pivotal role in sponsoring research in Indian cuisine and its documentation, which shall not only trace the evolution of diverse Indian authentic cuisines but will also bring into focus, linkages and commodities among Asian cuisines.

Educational and Training Institutions: It is only after the publication of the Report of the National Committee of Tourism that the educational and training programmes in hotel management and catering technology started expanding. Apart from IHMCTANs sponsored by the National Council, the Governments of Maharashtra, Sikkim, Tamil Nadu, and Uttar Pradesh and the National Capital Territory of Delhi have also established State Institutes of Hotel Management. Several big hotel chains like the Welcome Group and the Taj Group, and private societies and trusts also have taken initiative to start hotel management institutes. Annexure 2 gives an illustrative list of such institutions. Some hotels such as Taj, Oberoi, Welcome, Nirula also have introduced in-house management training programmes.

In several States, three-house pogrammes in hotel management and catering technology have been introduced in the Polytechnics. It was then the turn of the universities to add the subject to their academic programmes. Initially, they introduced three-year programmes leading to the award of B.Sc (Hotel and Catering), Bachelor of Hotel Management (BHM) or Bachelor of Hotel Management and Catering Technology (BHMCT) degrees. The BHM/BHMCT courses were converted into four-year degree courses to fall in line with first degree courses in engineering and technology. Most of these courses, however, have been introduced in the colleges and institutions affiliated to universities. Annexure 3 gives an illustrative list of such universities and affiliated institutions. The largest concentration of hotel management institutions is in Tamil Nadu and Karnataka.

Recognition, Affiliation and Accreditation: The All India Council for Technical Education is the regulatory authority to approve the diploma and degree level courses in hotel management. Institutions offering degree courses must also seek affiliations of universities in whose jurisdiction they are located. Students must ensure that the institution and the course in which they are seeking admission are approved by the AICTE. Unfortunately, there is no complete source of information in this regard. The latest available publication of the AICTE, the Directory of Approved Institutions for Degree and Diploma Programmes in Pharmacy, Hotel Management and Catering Technology and Architecture contains information only up to December 31, 1997. Even most of the names of the Institutes before this date, do not appear in the Directory. It appears from the Directory that the AICTE mostly accords recognition on yearly basis.

Many institutions are also trying with foreign hotel associations and institutions. Such arrangements provide for additional diploma or for accreditation by relevant authorities, and often facilitate students qualifying from these institutions to enter into institutions abroad. Some foreign collaborators and accrediting organisations are: the Education Institute of the American Hotel and Motel Association (AHMA), the Council on Hotel, Restaurant and Institutional Education (CHRIE), USA, the Educational Foundation of National Restaurant Association, USA, the Hotel, Catering & Institutional management Association, (HCIMA), London, Australian Hotel Review Panel (AHRP), the International Hotel and Restaurant Association, Paris.

Nature of Courses

The courses offered at present by these institutions may be broadly grouped into two categories, viz., Vocational (or Craft) Courses, and Professional Courses.

Vocational Courses

Vocational Courses are offered by Food Craft Institutes (see below), Institutes of Hotel Management both under the National Council and State Governments, and institutions in the private sector (both in university and non-university system). Besides, under the Apprenticeship Programmes in several trades (see below). The vocational courses cover such areas as Reception (and Front Office), Bookkeeping, House-keeping, Cookery, Bakery and Confectionery, Restaurant and Counter Service, Canning and Food Preservation, Food and Beverage Service, Hotel and Catering Management, and Food Production. The eligibility requirement for admission is a pass in Class 10 or 10+2 examination and the duration of these courses varies from 6 months to two years. Though these courses are variously called craft course, certificate course, or diploma course, basically all are short term vocational courses which prepare candidates for junior level skilled jobs.

Professional Courses

The professional courses are of two types, viz., basic courses and specialised courses. The basic courses cover the entire gamut of the discipline comprising hotel management, catering technology, and applied nutrition. They are of both three-year and four-year duration. Three-year courses leading to the award of Diploma in Hotel Management and Catering Technology (DHMCT) are offered by the institutions recognised by the AICTE outside the university system. They also include the 22 IHMCTANs under the umbrella of the National Council (see below) and the Food Craft Institutes (see below).

The entry requirement is a pass in 10+2 examination with English as a compulsory subject of study. Courses of four-year duration lead to the award of Bachelor of Hotel Management (BHM) or Bachelor of Hotel Management and Catering Technology (BHMCT) degree. They are offered by university departments and institutions affiliated to universities. The entry requirement is also a pass in 10+2 examination preferably in the science stream with English as a compulsory subject of study. Only a small number of universities in Tamil Nadu have introduced the three-year B.Sc (Hotel Management and Catering) course. The course is offered by the colleges affiliated to them. Students who have passed the 10+2 examination are admitted.

In some universities Postgraduate Diploma courses combined with Tourism management are also offered. The Madurai-Kamaraj University is the only university in the country which has introduced a Master’s degree programme (M.Sc in Hotel Management and Catering Science).

Specialised courses at undergraduate and postgraduate levels are offered by the Institutes of Hotel Management under the National Council, the Food Craft Institutes, and other Institutes in the private sector. The specialisations include Accommodation Operation and Management, Culinary Education, Hospitality Management, Dietetics and Hospital Food Service, Hotel Administration, Hotel Sales and Marketing Management, Hotel Accounts and Cost Control Management.

Admission Procedure

Admission procedures vary from State to State. In Maharashtra, the State Department of Technical Education regulates the admission to all diploma-level courses. As discussed below, the National Council conducts a Common Entrance Examination for admission to 22 IHMCTANs. The All India Management Association conducts the Undergraduate Aptitude Test (UGAT) for admission into BHM, BBA and BCA courses the scores of which are accepted by a small number of institutions. The Aptitude Testing Services introduced a common entrance test called Hotel management Admission Test (HOTMAT) for admission to several institutions (See Chapter 9 – Admission Procedures). The test scores are also accepted by some institutions. However, the current status of the test is not known.

Institutes of Hotel Management, Catering Technology and Applied Nutrition

As stated earlier, at present there are 22 Institutes of Hotel Management, Catering Tefch and Applied Nutrition (IHMCTANs) under the National Council’s umbrella (See Annexure 1). The current intake capacity for their flag course, the three-year diploma in Hotel Management is 2390. The National Council conducts a Joint Entrance Examination (JEE) every year in April in 31 cities for admission to the diploma programmes. The final selection is made on the basis of overall performance in the entrance examination and interview with due weightage for participation in sports and successful completion of any hospitality and craft course from a recognised catering or craft institute. The admission advertisement is published in early January in Employment News. The qualification requirement is a pass in 10+2 examination in any academic or vocational stream with English as a compulsory subject. The upper age limit is 22 years on July 1 of the year of admission. The examination is intended to test the ability of candidates in (a) Reasoning and Logical Deduction, (b) Numerical Ability and Scientific Aptitude, (c) General Knowledge, and (d) English language. The diploma course is recognised by the All India Council for Technical Education (AICTE). It is also recognised internationally and credits are offered by various universities abroad for higher education. The National Council is also exploring the feasibility of upgrading the diploma programme to a degree level course by infusing additional course inputs. It is likely that the Indira Gandhi National Open University (IGNOU) and the National Council would jointly award the degree. Besides, the three-year diploma course, some of the Institutes also offer other courses, such as PG Diploma in Accommodation Operation and Management, PG Diploma in Dietetics and Hospital Food Service, Craft Courses in Food and Beverage Service, and Food Production, and Certificate Course in Hotel and Catering management.

Food Craft Institutes

As stated earlier, the Food Craft Institutes (FCIs) were sponsored by the Department of Food. At present, the financial responsibility for the FCIs vests with the Ministry of Tourism for the first five years of their establishment and thereafter with the respective State Governments. Several State Governments have started taking initiatives to set up FCIs. The FCIs impart training at the craft level preparing the students to take up jobs at lower management level in hotels and other catering establishments. At present there are 15 FCIs located in different States (See Annexure 4).

These excluded two located in Patna and Shillong which have since been upgraded to the Institute level. The National Council has started according affiliation to the FCIs. As a result, the courses offered by them eventually will have uniform pattern stipulated by the National Council. Apart from prescribing the syllabus, the National Council will also conduct examinations and award certificates and diplomas for the courses offered by affiliated FCIs.

The craftsmanship courses offered by the FCIs are: Diploma in Cookery, Food and Beverage Service, Reception and Bookkeeping, Housekeeping, and Bakery and Confectionery. The duration of the courses varies between 6 months and 18 months. Admission requirement is mostly a pass in 10+2 examination with English as a compulsory subject. The FCIs also conduct other programmes to suit local requirements.

Apprenticeship Programmes

The Apprentices Act, 1961 makes it obligatory on the part of employers both in the public and private sector industries to engage trade apprentices according to the ratio of apprentices to workers other than skilled workers, in designated trades prescribed under the Apprentices Rule. The training period and qualification requirements vary from trade to trade. Apprenticeship consists of basic training in the concerned trade followed by on-the job training. Each apprentice is paid a nominal stipend. One completion of the training, the apprentices appear in the All India Trade Tests conducted twice a year (April and October) by the National Council for Vocational Training (NCVT), Successful candidates are awarded National Apprenticeship Certificates.

Hotel and catering establishments are also covered by the Act. The Hotel and Catering Trades Group consists of six trades, viz., Cook (General), Cook (Vegetarian), Steward, Bakers and Confectioner, House Keeper, and Hotel Clerk/Reception/Front Office Assistant. The duration of training for Cook (General) and Baker and Confectioner is three years and two years respectively. For all other trades the duration is one-and-a-half year. The qualification requirement is a pass in Class 10 examination. After successfully completing the training, the candidates are usually able to fine suitable placements in hotels and catering establishments.

Tourism and Travel Management

It was again the Ministry of Tourism which took the initiative to introduce training programmmes in tourism and travel management. In 1982, it established the Indian Institute of Tourism and Travel Management (IITM), a registered society, as a centre of excellence for education and training in the field. It started functioning in New Delhi, and the main campus of the Institute has since been shifted to Gwalior in its own sprawling campus (Govindapuri, Gwalior-4774011), Thereafter, universities started introducing courses in travel management at various levels. Some universities have also constituted Departments of Tourism Studies. Several Polytechnics in some States have also introduces three-year Diploma programmes in the subject. The AICTE is also the regulatory authority in respect of education and training in tourism and travel. In 1995, the IITTM introduced a full-time Diploma Course in Tourism and Travel Management of fourteen-month duration. The course is also offered at its Eastern Centre in Bhubaneshwar established in 1997.

Eligibility criteria are a graduate degree in any discipline and age not more than 28 years. Selection is made on the basis of an entrance test held in several centres. The test is intended to assess the candidate’s general knowledge with particular reference to history, culture, geography and places of tourist attractions in India, reasoning and English. IN addition, the IITTM conducts a Diploma in Destination Management (DDM) programme in collaboration with Air India, and National Institute of Water Sports (Goa). The Institute has five Chapters in Calcutta, Delhi, Guwahati, Lucknow, and Thiruvananthapuram.

The Business Management (Calcutta-700073), offers a regular Postgraduate Diploma in Travel and Tourism Management. The course has been designed by the IITM which evaluates the answer scripts, declares the results and awards the diploma. The Thiruvananthapuram Chapter called the Kerala Institute of Tourism and Travel Studies (Thiruvananthapuram-695014) conducts a full time PG Diploma in Tourism and Travel Management of one-year duration. The programme consists of three modules of four months each with emphasis on tour operations and guiding, travel operations, and front office management. Besides the management course, several Chapters also offer short-term programmes in foreign languages (French, Spanish and German), Air Travel, Fares and Ticketing, Computerised Reservation System.

University Courses

As of now, as many as 40 universities have introduced travel management courses at the certificate, PG Diploma, Bachelor Degree, and Master’s Degree level (See Annexure 5). Many universities have permitted their affiliated colleges also to offer it as one of the subjects in the first degree programmes. The subject is also offered as a vocational subject in many colleges. Travel Management course is also offered through distance learning mode (see below). The Bachelor Degree course is of three-year duration leading to the award of Bachelor of Tourism Administration (BTA) or Bachelor of Tourism Studies (BTTM).

The Postgraduate Diploma in Tourism Management (PGDTM) is of one-year duration and is open to graduates in any discipline. The Master’s degree programme of two-year duration leads to the award of Master of Tourism Administration (MTA) or Master of Tourism Management (MTM). The nomenclature of the award of the Banaras Hindu University, the Kakatiya University, and the University of Madras is MA (Tourism). The Admission requirement is Bachelor’s degree with tourism as one of the subjects or BTA/BTS degree.

Sri Chandrasekharendra Saraswathi Viswa Maha Vidyalaya (Kancheepuram-631561), a deemed university, offers a unique programme, BA (Indian Culture) of three-year duration. Oriented to tourism, the course covers three areas, viz., Archaeology, Tourism, and Culture, Eligibility is a pass in 10+2 examination. The university also offers a limited number of scholarships for deserving students admitted to the course.

Distance Learning Programmes

Distance learning courses in tourism and travel management at certificate, first degree, postgraduate diploma and postgraduate degree levels have been introduced by Indira Gandhi National Open University (IGNOU), Karnataka State Open University, Kota Open University, UP Rajarshi Tandon Open University and schools of distance education attached to several universities. (See Annexure 5).

The package of courses offered by IGNOU comprising Certificate in Tourism Studies (CTS), Diploma in Tourism Studies (DTS), Advanced Diploma in Tourism Studies (ADTS), Bachelor of Tourism Studies (BTS), and Master of Tourism Administration (MTA), is the most comprehensive one. The CTS (six months), DTS (one year), and BTS (three years) courses are open to candidates who have passed the 10+2 examination. However, candidates without this qualification are also eligible if they have successfully completed the Bachelors’ Preparatory Programme(BPP) of six-month duration.

Only candidates who have passed the DTS examination are eligible for the ADTS course to one year duration. The MTA course of two year duration is open to two categories of candidates, viz., (i) holders of BTS and BA (Tourism) degrees or PG Diploma in Tourism, and (ii) holders of any Bachelor degree or Diploma in Tourism. However, all candidates in the second category are required to clear four additional courses during the period of study. UP Rajarshi Tandon Open University offers BTS, DTS and CTS courses. The MTA programme is offered only by the Madurai-Kamaraj University. Other institutions mostly offer PG Diploma Courses.

IATA/UFTAA Training course

Founded in 1945, the International Air Transport Associations (IATA) is the world organisation of scheduled airlines. The IATA, in collaboration with the Universal Federation of Travel Agents’ Associations (UFTAA), launched in 1972 an International Travel Agents’ Training programme to meet the growing demand for well-trained staff in the travel industry. The IATA/UFTAA Diploma has become a hallmark in the travel industry. It guarantees excellent standards in training and has gained worldwide recognition. The training programme is operated under the authority of Passenger Agency Training Board. IATA’s Agency Training Service located in Geneva (Switzerland) oversees general administration, course contents and conducting of examinations. In each country or area, there is a local coordinator who is responsible for the promotion of the course, distribution of training kits and organisation of examinations locally. The Air India is the coordinator in India.

The training programme is basically a self-study course. There are, however, Authorised Training Centres (ATCs) in many countries which prepare students for the examination. The ATCs are authorised to use the IATA-UFTAA course material. Before taking admission to any ATC, the students must verify the authorisation number allotted to it. There are two courses viz., Standard (Entry level) and Advanced Course. Candidates desirous of taking the Standard Course should have passed the secondary school or its equivalent examination and should be proficient in English. They should also have good knowledge of world geography and basic mathematics.

The Standard course examination consists of two papers-Paper 1: General Travel Knowledge (21/2 hours) and Paper 2: Air Fares and Ticketing (3 hours). Examinations are held every year in March and September. Students must register themselves three moths before the examination. They can take both papers on the same day or separately (e.g., Paper 1 in March and Paper 2 in September). To qualify for the Diploma, the candidates must score at least 75% marks. Information about the courses may be obtained from IATA’s website http://www.iata.org/ilc.

Career Opportunities

Hotels and Catering: Several factors have been contributing to the fast growth and development of the hotel and catering industry. The number of foreign tourists is steadily increasing. Internationally business traffic following the liberalisation of the Indian economy is also registering similar growth. More number of Indians than before now travel within the country on business or for pleasure. All these factors are giving a boost to the hotel and catering industry. Further, for various reasons, eating out is no longer limited to affluent only. Hotels and catering establishments are being increasingly used for social and family events and occasions. Hotels are also being frequently used by business and industry for board meetings, and sales and executive conferences.

Besides, holding seminars, workshops, conferences, conventions and exhibitions in hotels has become a regular feature. Most of the big hotels are geared up to meet such requirements. All hotels, therefore need qualified manpower to manage their various departments. Bigger the size of a hotel and higher the “star” rating, more are the number of departments and clearly defined jobs. In others, the number of staff is relatively less, each performing a number of tasks. Various estimates about the manpower requirements for hotel industry suggest the demand for trained and qualified persons for exceeds the supply. It is, therefore, not surprising that the representatives of a large number of hotels throng to the campuses of reputed institutions of hotel management for recruiting suitable candidates.

Sensing market demand for qualified persons, training institutions have sprouted in various parts of the country. But not all of them offer quality programmes. It must be noted that like any other institutions offering technical education, establishing hotel management institutions involves considerable investment in infrastructure facilities in terms of adequate space, equipment and gadgets and qualified teachers. Students must be enough opportunities for gaining practical experience. They should also be exposed to hotel environment. Obviously, students qualifying from reputed training institutions have an edge over the run-of-the-mill ones. Choosing a good institution is essential for making a successful career in the profession. The number of students recruited through campus interviews by reputed hotels could be a good index.

A rudimentary knowledge of some of the Indian and foreign languages is an added advantage in the profession. Those who aspire to make a career in hotels must take a conscious decision based on a clear understanding about the nature of the job. The work is both physically and mentally strenuous. It will be rewarding to go through the book titled Careers in Hotel Management by Arun Agarwal and Mamta Agarwal (Caring, 1997) to get a realistic idea about hotel environment and the kind of aptitude required for a successful career in the profession.

Tourism and Travel: Professionally qualified persons having good knowledge of history and geography of the country, its culture, customs and tourist sites will certainly find a career in tourism and travel both exciting and rewarding. Career opportunities are gradually opening up following the liberalisation of the economy. Not only more and more foreign tourists visit India, travelling and holidaying abroad are also becoming a passion for many Indians. The number of advertisements in newspapers about package tours indicates this growing trend.

The travel agencies, tour operating companies, cargo agencies, big hotels, airlines and tourism departments offer a wide variety of job opportunities. Freelancing as tourist guide is yet another option. Tour operators and local tourism departments often employ professional guides possessing comprehensive knowledge about the history and culture significance of the place. Those possessing entrepreneurship qualities may venture to start their own tourism concerns after gaining adequate experience. Candidates who can speak some of the Indian and foreign languages stand in good stand in the profession.

Update

Annexure 1 gives a list of 20 Institutes of Hotel Management, Catering Technology and Applied Nutrition (pp.357-58). Admissions to these Institutes are made on the basis of Joint Entrance Examination(JEE) conducted by the National Council for Hotel Management and Catering Technology. From 2001,the JEE would cover five more institutes, viz., IHMs at Shimla, Shillong, Gangtok, Jodhpur and Panipat. Of the 25 Institutes now covered by JEE, 21 belong to the Government sector and four to the private sector.