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Hospitality Management Notes and explanation with Graph.
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‘A STUDY ON HOSPITALITY MANAGEMENT IN HOTEL INDUSTRY’
A Dissertation Submitted to the Calicut of Kerala In Partial Fulfilment of the Requirement For the Award of Bachelor Degree in Hotel Management & Culinary Arts Technology of CALICUT UNIVERSITY ACADEMIC YEAR: 2022- Submitted by TONY JOSEPH ROY Reg. No. EFAWSHC
6 TH^ Semester
NIRMALA COLLEGE OF ARTS & SCIENCE MELOOR CHALAKUDY (2024-2025)
I hereby declare that this Project Report title "A STUDY ON HOSPITALITY MANAGEMENT IN HOTEL INDUSTRY submitted by me to the Department of Hotel Management, Chalakudy is a bonfire work undertaken by me and it is not submitted to any other University or Institution for the award of any degree / diploma/certificate of published any time before.
Place: Chalakudy
Date:
TONY JOSEPH ROY 6 TH^ SEMESTER HOTEL MANAGEMENT & CULINARY ARTS Chalakudy
It is a great pleasure and pride that I present this report before you. At this moment I
Would be unfair to neglect all those who helped in success completion of this project.
I wish you express my sincere and humble gratitude to the respective participants of
The various organization with whose responses I could prepare my project.
At the very outset, I would likely to thank Mr. Sajeev Vattoly Chairman, and Ms. Daly
Sajeev Vice Chairperson of Nirmala Group of Institutions, for providing such a huge
Platform for executing and approving the project proposal.
I am indebted to Prof. Dr. Shaju Ouseph, Principal of Nirmala College of Arts and
Science for support and facilities given during the study.
I wish to express my sincere gratitude to Mr. SUNI GEORGE HOD Nirmala College
Of Arts and Science, for her valuable suggestions, support and management given
During the course of the study.
I would deeply thank my supervisor Mr. SUNIL GEORGE faculty guide who kindly
Supervised and gave me the excellent suggestions guidance encouragement all the
During my project work, which helped me in conceptualizing and completing this
Endeavor.
I also take this opportunity to thank my parents, friends and relatives who really
Supported and helped me throughout my project work
Mr. TONY JOSEPH ROY
how service quality affects guest satisfaction and loyalty.
hotel operations and guest experience.
improves service delivery and streamlines hotel management.
maintaining service standards.
and their importance in modern hospitality.
changing consumer preferences and market conditions.
2. Emergence of Commercial Hospitality (15th - 18th
Century)
The creation of hotels as distinct from inns due to urbanization and
increased travel.
Industrial Revolution and the Shift the Renaissance Influence: The rise of travel and tourism as trade expanded during the Renaissance.
Growth of inns, especially in Europe, with the increased travel of merchants and explorers.
Establishment of structured hospitality services in cities along trade routes.
To Commercialized Hospitality: How the Industrial Revolution facilitated the growth of the hotel industry.
Emergence of luxury hotels and service standards.
3. Formalization of Hospitality Management Practices (19th Century)
Birth of Grand Hotels: Key examples such as the Ritz and Savoy hotels, which set new standards in luxury and guest services.
Development of the first hotel chains and the concept of brand consistency.
Innovations in hotel architecture and amenities as signs of status and
class.
Professionalization of Hospitality Management: Early efforts to formalize training for hospitality professionals.
The creation of formal service standards, training programs, and the development of hospitality as a field of study.
Contributions of pioneers like Cesar Ritz in shaping guest-centered hospitality practices.
5. Development of Key Theoretical Frameworks in Hospitality Management
Service Quality and Customer Satisfaction Models: Introduction of the SERVQUAL model and its impact on the industry.
Impact of models by Parasuraman, Zeithaml, and Berry on quality and satisfaction measurements.
Total Quality Management (TQM) and Continuous Improvement: Application of TQM principles to hotel operations.
Studies on the role of employee training and empowerment in maintaining service standards.
Guest Experience and Emotional Labor: Evolution of concepts that
emphasize the importance of creating memorable guest experiences.
Research on emotional labor by Hochschild (1983) and its application
in hospitality contexts.
6. Technological Advances and Modern Hospitality Management (Late 20th - 21st Century)
Introduction of Information Technology in Hospitality: Early uses of technology in booking, check-in, and room management.
Role of computerized property management systems (PMS) in transforming hotel operations.
Introduction of CRM systems for personalized guest service.
The Internet and Online Booking Platforms: Impact of the internet on
hotel marketing and guest interaction.
Rise of Online Travel Agencies (OTAs) and the shift in distribution channels.
Influence of online reviews and social media on customer perception and booking behavior.
8. Recent Trends and Challenges in Hospitality
Management
Impact of the COVID-19 Pandemic: How the pandemic disrupted the industry and changed management practices.
Shift towards contactless services, health protocols, and safety standards.
Long-term changes in guest expectations regarding hygiene and safety.
Rise of Experience Economy and Boutique Hotels: Increasing demand for unique, local experiences.
Growth of boutique hotels and the influence of cultural trends on hospitality.
Adaptation of hotels to offer personalized experiences as part of the guest journey.
9. Future Directions in Hospitality Management
Technological Integration and Artificial Intelligence: Anticipated roles of AI, machine learning, and robotics in enhancing guest service.
Potential for automated check-in/out, smart rooms, and AI-based guest support.
Sustainability and Green Initiatives: Continued emphasis on sustainable practices to meet new environmental standards.
Future innovations in sustainable construction and eco-friendly operations.
Globalization and Cultural Sensitivity: The importance of cultural
awareness in delivering personalized, respectful service to diverse
clientele.
