A MARKET PULSE Report February 05, 2004

Transcription

1 MINISTRY OF TOURISM DEPARTMENT OF TOURISM GOVERNMENT OF INDIA MANPOWER REQUIREMENT IN HOTEL INDUSTRY, TOUR OPERATORS & TRAVEL SECTOR MANPOWER TRAINED BY DIFFERENT INSTITUTES & PLACEMENT SCENARIO A MARKET PULSE Report February 05, 2004 Market Pulse: H-20, 1 st Floor, Green Park Extension, New Delhi Ph: /45, /10 Fax: , [email protected]

2 TABLE OF CONTENTS Chapters Page Nos. BACKGROUND 1 TERMS OF REFERENCE PROJECT METHODOLOGY TOURISM IN INDIA : A SNAPSHOT HOTELS IN INDIA EMPLOYMENT IN HOTELS PROFILE OF HOTEL EMPLOYEES RESTAURANTS IN INDIA EMPLOYMENT IN RESTAURANTS PROFILE OF RESTAURANT EMPLOYEES PROJECTED DEMAND FOR TRAINED MANPOWER TRAVEL & TOUR OPERATORS HOTEL MANAGEMENT INSTITUTES TRAVEL & TOUR INSTITUTES APPENDIX 1 APPENDIX 2 APPENDIX 3

3 EXECUTIVE SUMMARY Recent tourism statistics reveal that both domestic and foreign tourism are on a robust growth path. This growth will need to be serviced by a substantial increase in infrastructure, including air-road, rail connectivity as well as hotels and restaurants. In this context, Department of Tourism (MR Division), Ministry of Tourism & Culture, Government of India, commissioned our firm Market Pulse, to assess the manpower requirement in the hotels and restaurants sector as well as tour & travel operation. This study is based on an extensive primary field survey in 27 important tourist destinations. More than 900 questionnaire-based face-to-face interviews with personnel in hotels, restaurants, tour & travel operators, hotel and travel/ tourism management institutes, tourism offices and municipalities have been carried out by our field research team. In addition, physical scanning of cities and sections of highways has been done to estimate the number of hotels, motels and restaurants in the unorganized sector (refers to small businesses that are not members of any trade body). Analysis of secondary data from municipal corporations, trade directories, hotel and restaurant associations has also been used in this estimation. Some of the key findings of this study are mentioned subsequently. Hotels in India There are an estimated 1.2 million hotel rooms in the country. However, the star category hotels account for a mere 7% (approximately rooms). Our forecast is that there will be a total of 2.9 million and 6.6 million hotel rooms in 2010 and 2020 respectively. The larger four & five star hotels (along with the heritage hotels) employ on an average 162 people per 100 rooms, compared to 122 in the One, Two & Three Star Hotels and 58 in the unorganized sector.

4 There are almost 750,000 people working in hotels across India. In addition, there are more than 1 lakh employees working in motels on state & national highways. Employment is forecast to increase to 3.5 million by the year A bulk of the employees (approximately 60%) are working in F&B service, Kitchen and housekeeping. Almost 80% of the employees in key hotel functions such as F&B, front office and housekeeping are young; they are less than 40 years old. Most employees in the management/supervisory cadres in the front office, F&B service, kitchen and housekeeping function of the larger four & five star hotels have a formal hotel management qualification. Almost half the managers and supervisors of the one three star hotels have either a hotel management degree/diploma or a Food Crafts Institute Certificate. Hotels in the unorganized sector employ largely untrained manpower. Restaurants in India Our estimate is that there are at least 140,000 restaurants in urban India. Delhi and Mumbai account for nearly 15% of these restaurants. Conventional restaurants account for the largest population (30%), followed by sweet shops (16%), fast food outlets (16%) and dhabas (13%). While the number of conventional restaurants ranges between numbers per lakh of population, the total number of eating places could be as high as 86 per lakh of population (as in the North). The total number of restaurants could touch 200,000 in year 2010 and 240,000 in year There are almost 1.85 million people working in restaurants across India. Employment is forecast to increase to 2.73 million by the year In addition, there are more than 1.3 million people employed in small restaurants and dhabas on the state and national highways.

5 Almost 70% of the employees in key functions of F& B service and kitchen are less than 30 years old. Almost 20% of those employed in F & B of conventional restaurants, cafes and fast food outlets are diploma holders either from private hotel management institutions or Food Craft Institutes. Dhabas, largely, employ untrained manpower. Travel Trade Business in India There are approximately 6000 travel trade companies/ firms in the country. The population of these agencies could be growing at % annually. On an average, each of these travel trade agencies employ people. This sector employs almost 83,500 people. Of them, a significant proportion are in functions such as ticketing, tour operations and accounts/ administration. Our forecast is that the employment in this sector will touch 242,000 by year Almost 44% of the employees in ticketing have a formal IATA/ UTA certificate or a diploma in travel & tour management; 17% of those in administration also have a formal education in travel & tour management. Overall, 17.5% of the employees have formal training in tour and travel management. Annual Demand for Trained Manpower: A Forecast The annual demand for trained manpower in hotels and restaurants is likely to touch 29,000 by the year 2010; this is likely to increase to approximately 39,000 by the year The demand for trained manpower in hotels and restaurants is likely to be boosted by aggressive expansion of fast food restaurants/ cafe, an increase in 1 3 star budget hotels, golden quadrilateral of national highways as well as the preference for youth in this sector. The annual demand for trained manpower in the travel and tour sector is likely to be 1275 and 2075 in 2010 and 2020, respectively.

6 Training Institutes in Hotel Management/ Food Craft There are approximately 175 training institutes engaged in hotel management and food craft; 50 of them are government sponsored/ owned. Of the 125 private institutes, only 47 are registered with AICTE. A total of students are graduating with a degree/ diploma in hotel management or food craft. Of them, only 20% are obtaining training in government sponsored institutes. Only 3800 students (21%) are completing diploma/ certificate courses; a majority of them are completing 3-year degree courses. These institutes claim 100% placement for the graduating class. However, 35 40% of the graduates are joining other emerging sectors such as call centers because of the following reasons: Better salaries in alternative careers Poor perceived image of work in hotels Reluctance to take up job in the service function of hotels & restaurants In this scenario, there is likely to be a shortage of trained manpower in this sector. Training Institutes in Travel & Tourism Management There are 172 training institutes engaged in travel and tour management education; only 11 of them are government sponsored institutes, 78 are affiliated to universities while the balance are privately owned ones. Approximately, 17,500 students are completing IATA/ UFTA certified diploma courses, graduate and post-graduate degree courses.

7 Strategic Recommendations The present and new hotel management institutes have to train a substantially larger number of students to cater to the increasing demand in hotels and restaurants. In our opinion, the student throughput of diploma and certificate courses needs to be increased substantially; this could be done by altering the mix of students in favour of the short-term courses. Since trained manpower is scarce in the smaller hotels, a training module in the form of audio and video CDs can be explored. The existing training infrastructure for the travel and tour sector appears to be adequate. A joint sector campaign has to be undertaken to generate pride in a hotel management career. This will help attract and retain trained manpower in this sector.

8 KEY RESEARCH FINDINGS HOTELS IN INDIA: Present Infrastructure There is an estimated 1.2 million hotel rooms in the country. However, the star category hotels account for a mere 7% (approximately rooms); most of the rooms are contributed by budget hotels, guesthouses and inns, that cater primarily to domestic tourism. The metropolitan cities of Delhi, Mumbai, Chennai, Hyderabad and Kolkata, along with Goa account for 62% of the rooms in the five & four star category. The other smaller hotels are more geographically dispersed; this results from a strong correlation between hotels in the unorganized sector and domestic tourism statistics. Places of pilgrimage such as Tirupati and Haridwar have significantly lower availability of rooms 28 & 150 rooms per lakh of tourists, respectively. Our forecast is that there will be a total of 2.5 million and 5.8 million hotel rooms in 2010 and 2020 respectively. This assumes that the infrastructure growth will keep pace with the anticipated growth in tourism. The other assumption is that the mix of hotels will remain the same; however, this might change in favour of the organized sector, if government initiatives take shape. Geographical spread might also change in favour of North-eastern states, J&K, West Bengal, Andhra Pradesh, Madhya Pradesh & Uttar Pradesh.

9 HOTELS IN INDIA: Employment Pattern & Forecast Employment intensity increases with the size of hotel. The larger Four & Five star hotels (along with the heritage hotels) employ on an average 174 people per 100 rooms, compared to 122 in the One, Two & Three Star Hotels and 58 in the unorganized sector. Employment Intensity (Employees per 100 rooms) Total Employment 2002 Total Employment 2010 Total Employment /4 star Hotels ,000 83,000 1,10, star Hotels ,500 63,000 83,000 Smaller hotels ,000 14,05,000 32,61,500 Total NA 7,47,500 15,51,000 34,54,900 In addition, there are more than one lakh employees working in motels on state and national highways. A bulk of the employees approximately 60% are working in F&B service, Kitchen and housekeeping. Front offices of the larger hotels account for nearly 7% of the employees.

10 Hotel Employee Profile Five/Four Star Hotels: Most employees in the management/supervisory cadres in the front office, F&B service and housekeeping have hotel management backgrounds. Almost 90% of the chefs are having a hotel management degree/diploma or a certificate from a Food Crafts Institute. Three, Two & One Star Hotels: Almost half the managers and supervisors have either a hotel management degree/diploma or a Food Crafts Institute Certificate. A majority of those at junior levels are just graduates or even SSC pass. Unorganized Sector: Only a few of the managers have a hotel management degree/diploma. Most of the employees consist of untrained manpower. Almost 80% of the employees in key hotel functions such as F&B, front office and housekeeping are young; they are less than 40 years old. In the smaller hotels, more than 50% are less than 30 years old.

11 RESTAURANTS IN INDIA: Infrastructure The burgeoning middle class and evolving lifestyle is driving the demand for quality restaurants both conventional ones as well as fast food outlets and cafes. Our estimate is that there are at least 140,000 restaurants in urban India. Delhi and Mumbai account for nearly 15% of the restaurants. Conventional restaurants account for the largest population (30%), followed by sweet shops (16%), fast food outlets (16%) and dhabas (13%). Northern region already has over fast food outlets serving Chinese, Western and Indian food. While the number of conventional restaurants ranges between numbers per lakh of population, the total number of eating places could be as high as 80 per lakh of population (as in the North). Employment Pattern & Forecast: The total number of restaurants could touch 200,000 in year 2010 and 240,000 in year The mix is likely to remain largely the same; however, fast food outlets and cafes in the organized sector are likely to grow much faster than the others if one goes by the stated expansion plan of large chains. Conventional Restaurants Employment Intensity (Employees per 100 chairs) Total Employment 2002 Total Employment 2010 Total Employment Cafes/Coffee/ Tea Vendors Fast food Outlets Dhabas/Bhojanalays Total NA

12 In addition, there are more than 1.3 million people employed in small restaurants and dhabas on the state and national highways. By 2020, even a 10% share for the organized sector will generate nearly 130,000 jobs for trained manpower. More than half the employees are in key functions of F& B service and kitchen and are less than 30 years old. Almost 60% of these employed in kitchens of conventional restaurants, cafes and fast food outlets are diploma holders either from private hotel management institutions or Food Craft Institutes. Only 20% of people in F&B Service are hotel management degree/diploma holders. Restaurants, employ largely untrained manpower.

13 PROJECTED ANNUAL DEMAND FOR TRAINED MANPOWER Year 2010 Year 2020 Hotels Restaurants Total ,000 Key drivers of demand for trained manpower are likely to be the expansion of the organized sector, golden quadrilateral and preference for youth in the hospitality sector. Presently, students are being trained in hotel management, annually. Only 22% are graduating from the Government promoted institutes. Nearly 40% of them are pursuing alternative careers in other emerging service sectors (such as call centres). These statistics indicate that there could be a severe shortage for trained manpower by the year 2010.

14 PROJECT TEAM Chief Technical Advisor: Ejaz Hoda (38 years) A graduate of IIT, Delhi and a post-graduate from IIM, Bangalore, has over 15 years of experience in the area of market research. Brings to the team a marketing focus as well as experience of diverse products and services. Specializes in consumer research, statistics and market entry strategy. Has pioneered the use of databases in marketing, spearheads the research and development of new research methodologies and techniques such as mpevolution & intelliprobe, has co-authored iconsumer, a comprehensive research publication on Indian consumer markets and MACCESS 2002 a unique report on Indian Men s Accessories. Has been the chief research advisor on important assignments for multinational corporations such as Frito Lay (a PepsiCo), Hyundai Motor, Nestle India, Pillsbury India and Spice Telecom. Has also been on the Young Business Committee of Confederation of Indian Industry (CII). Chief of Project: Makarand Chaurey (40 years) A graduate of IIT, Kanpur and a post-graduate from IIM, Ahmedabad, has over 10 years of experience in the areas of industrial research, project appraisals and financial services. Has established cutting edge quality systems and specializes in demand forecasting and advanced statistical analysis for the industrial & automotive sectors. Has co-authored iconsumer, a comprehensive research publication on Indian consumer markets and worked on important assignments for Honda Cars, DCM group and PVR.

15 Head of Data Processing & Analysis: Dominic Sebastian (33 years): Heads the data processing team and specializes in computer-aided statistical analysis. Has 8 years of hands-on experience with specialized software (SPSS, XLSTAT & STATS) that enables statistical analyses such as correspondence analysis, multiple discriminant analysis, significant testing and database management. He is assisted by a team of 5 data processing executives. Program Coordinator: Akhtar Siddiqui (28 years) Heads the field function and is responsible for field briefing, accurate implementation of sampling plans and quality control in relation to field research. Has played a key role in mapping different cities and rural areas in terms of consumer demographics, on an al-india basis. He is assisted by a team of 12 field officers and research associates. Research Executives/Associates: Qammar Naseem Ahmad, Prabhat Kumar, Deepak Raj, Kaushal Kishore and Rajendra Prasad Have been instrumental in collection of all primary data as well as compilation of secondary data.

16 BACKGROUND India offers diverse opportunities for tourism, be it for leisure or business. Over 2.5 million foreign tourists (including NRI s & PIO s) visit India every year. By comparison, domestic tourism is significantly greater. Statistics reveal that we are likely to witness a sharp increase in both domestic and international tourist traffic. The rapid increase in tourism is being fuelled by a wide range of contributory factors as outlined in the table below. Tourism Segment Domestic tourism International tourism Growth Drivers Rapidly increasing purchasing power of the middle class. Better road connectivity Evolving lifestyle Development of internationally acclaimed destinations such as Kerala & Rajasthan Favourable perception of Brand India Attractive market that motivates foreign business travelers The growth in tourism will have to be serviced by a substantial increase in infrastructure, including air-road-rail connectivity, hotels and restaurants. It is in this context that Department of Tourism, Ministry of Tourism & Culture, Government of India, has decided to undertake a study to assess the manpower requirement in the hotel and restaurant sector as well as the tour and travel operation business. Our firm Market Pulse has been commissioned to conduct this study. This document presents the findings of the study. 1

17 TERMS OF REFERENCE 1. To analyze the job opportunities in the hotel sector by assessing : Current manpower requirement and the requirement by 2010 & 2020 of different categories of personnel in star category, heritage hotels, un-approved hotels, restaurants and cafeterias (both region-wise and state-wise) The manpower available in the hotel industry and a comparison of the same with the total workforce. 2. To make an estimate of trained manpower by assessing the number of personnel (category-wise) trained presently and in 2010 & The institutes to be considered are as follows: National Council for Hotel Management and Catering Technology (NCHMCT) Private sector and other agencies related to travel and tourism 3. To analyze the placement scenario (category-wise) of the students and quantify the number of students passing out from various institutes, offering courses related to travel and tourism. The institutes to be considered would be IHMs/ FCIs under NCHMCT as well as private institutions and other agencies related to travel and tourism. 4. To assess the current manpower requirement as well as for 2010 & 2020, in the tour operation and travel sector. 2

18 CHAPTER 1 PROJECT METHODOLOGY 3

19 This study is based on an extensive primary field survey, analysis of secondary data as well as physical scanning of cities. The primary field survey has been carried out in 27 important tourist destinations. These have been selected from different destination categories on the basis of their tourist traffic. More than 900 interviews have been conducted by our field research team, comprising 3 field officers, 2 research associates and a team of 5 field interviewers. The sample composition is detailed in table 1.1. below. The interviewee in each of the segments comprised of middle senior level managers in the Human Resource departments of large organizations as well as the ownersmanagers of smaller organizations. Secretaries and director level officials of state tourism offices, municipal bodies and relevant hotel associations have also been interviewed. The sample has been randomly selected so as to be representative of a cross-section of that segment Sample composition (Number of Interviews) Region Cities Hotels Restaurants Travel &Tour operators North Hotel Mgmt. Institutes Tourism offices & Municipalities Total Delhi Agra Haridwar Shimla Varanasi Amritsar

20 Region Cities Hotels Restaurants Travel &Tour operators South East Hotel Mgmt. Institutes Tourism offices & Municipalities Trivandrum Cochin Ooty Mysore Bangalore Chennai Tirupati Hyderabad Kokata Bhubanesh war Total Puri North Guwahati East Shillong West & Central All India Mumbai Ahmedabad Pune Aurangabad Goa Udaipur Jaipur Khajuraho

21 Project Coverage Hotels All star category & heritage hotels Others registered with municipal bodies or hotel associations. Various small hotels/ guest houses/ inns scattered in residential areas or located in pockets near the railway station, inter-state bus depots, etc. Restaurants All conventional restaurants (AC /non AC) registered with municipal bodies or listed in telephone/trade directories Fast Food chains Dhabas/hawkers/ juice corners Cafeterias, etc. Travel & Tour Organized sector players registered with TAAI Operators Other small and medium sized travel agencies Ticketing agents Hotel Those registered with NCHMCT Management Private sector institutes and Travel & Tour Institutes The states of Jammu & Kashmir and Bihar have not been directly covered in addition to some union territories such as Andaman & Nicobar, Pondicherry and Lakshwadeep. The states covered by our research account for 88% and 94% of domestic and foreign tourist visits, respectively. Hence, for purposes of estimating national statistics these contribution ratios have been used. 6

22 Information Areas Structured questionnaires (refer Appendix 1) were developed for each of the segments under study. The information areas addressed by the questionnaires are briefly mentioned subsequently. Hotel/ Restaurants/ Travel & Tour Operators Employment pattern across functions Age profile of employees Business particulars Proportion of temporary employees across functions Institutes of Hotel Management (both private and NCHMCT) Batch size, i.e number of students graduating annually Courses/ Subjects offered Tenure of the course Interviews with the officials of municipal bodies and hotel associations were used to estimate the number of hotels and restaurants in each of the cities under study. Additionally, comprehensive physical scanning of each of the destinations under study was carried out to estimate the proportion of hotels (guest houses, inns and small hotels) and restaurants (including dhabas) in the unorganized sector. A study of the local telephone and trade directories as well as registered Internet websites was also used to estimate the number of travel and tour operators as well as private institutes of hotel management and travel management institutes. 7

23 CHAPTER 2 TOURISM IN INDIA : A SNAPSHOT 8

24 Attractiveness of diverse destinations and increased levels of marketing are transforming India into a thriving tourist centre of the world. Although, India s shape of world tourist arrivals is a mere 0.37%, recent statistics indicate a robust growth of more than 15%. In addition, growth in the disposable income of more than 200 million people belonging to the middle class is changing the profile of domestic tourism. Statistics from Ministry of Tourism and Culture reveal that domestic tourist visits have increased from 191 million in 1999 to an estimated 272 million in This represents a compounded annual growth rate of 17%. Domestic tourism in both North and North-Eastern regions have registered high growth rates (20% and 63% CAGR, respectively). While Southern India experienced a 6% growth, West/ Central and Eastern regions experienced a marginal decline. The growth rates point towards relative needs for infrastructure development in these regions. 2.1 Geographic Contribution of Domestic Tourism 2.2 Geographic Contribution of Foreign Tourism 6% 13% 1% 35% 0% 41% 39% 8% 23% 34% North South East West & Central North East North South East West & Central North East 9

25 2.3. Tourist Traffic in Important Destinations (covered by research) State City Domestic Foreign Total AP Tamilnadu Hyderabad Tirupati Chennai Ootty Bangalore Karnataka Mysore Kerala Cochin Trivandrum UP Agra Varanasi HP Shimla Delhi Delhi Uttaranchal Haridwar Punjab Amritsar Orissa Bhubaneshwar Puri WB Kolkata Assam Guwahati Meghalaya Shillong Maharashtra Mumbai Pune Aurangabad Gujarat Ahmedabad Goa Goa Rajasthan Jaipur Udaipur MP Khajuraho

26 2.4. State-Wise Tourist Traffic 2002 (covered by research) Domestic Foreign Total Andhra Pradesh Tamil Nadu Karnataka Kerala MP UP HP Orissa Assam Meghalaya Rajasthan WB Delhi Utranchal Maharashtra Gujarat Goa Punjab Total Contribution % All India

27 CHAPTER 3 HOTELS IN INDIA 12

28 One of the pillars of tourism infrastructure is made up of the places of lodging. Given the disparate socio-economic profile of domestic tourists, hotels exist in both the organized and the unorganized sector. In addition to the star category hotels, there are smaller hotels, guesthouses and inns that cater largely to domestic tourists. The pilgrimage destinations also have a large number of dharmashalas to support the seasonal increase in the number of tourists. In this study, we have carried out the required analyses for the following 3 segments: 5star, 4 star and heritage hotels Three, two & one star hotels Small budget hotels, guesthouses & inns in the unorganized sector A Hotel Map There is an estimated hotel rooms in the country in both the organized and unorganized sectors combined. The star category and heritage hotels account for 7% of the hotel rooms; the balance is contributed by other places of lodging such as budget hotels, guesthouses and inns. 13

29 3.1 % Contribution of Hotel Segments to Total Rooms 3% 4% 93% 5star/4star/Heritage Hotels 1-3 star Hotels Others Five & Four Star/ Heritage Hotels These hotels have a total of almost rooms. The metropolitan cities of Delhi (21%), Mumbai (17%), Chennai (7%), Hyderabad (5%) and Kolkata (5%) account for 55% of the rooms in this category. Goa accounts for 7% of the rooms Three, Two & One Star Hotels These hotels have rooms and are more extensively spread than their larger counterparts. They are not concentrated in the metropolitan cities. Both Mumbai and Goa have a significantly higher presence of these hotels; they together account for 5939 rooms (14%). The states of Andhra Pradesh (5045 rooms), Tamil Nadu (6213 rooms) and Maharashtra (6588 rooms) together account for almost 42% of the rooms in this category. 14

30 Other Hotels in the Unorganized Sector These hotels are also well spread throughout India; their presence is correlated with the number of domestic tourists visiting different tourist destinations. The 3 states of U.P, Rajasthan and Tamil Nadu account for almost 45% of the total availability in the country. State 3.2. State-wise Rooms Availability 2002 Total rooms 5 & 4 Star Hotel rooms 1, 2 & 3 Star Hotel rooms Other Hotels Andhra Pradesh Tamilnadu Karnataka Kerala MP UP HP Orissa Assam Meghalaya Rajasthan WB Delhi Uttaranchal Maharashtra Gujarat Goa Punjab All India

31 3.2. Total Rooms Availability per Lakh Tourists Places of pilgrimage such as Tirupati and Haridwar have significantly lower availability of rooms 28 and 150 rooms per lakh of tourists, respectively. Even Agra s availability of rooms is substantially lower (175) than the national average. However, this could be attributed to the fact that a large number of Agra tourists stay in Delhi. By comparison, states such as Delhi, Karnataka, Himachal Pradesh, Orissa, Rajasthan and Gujarat have substantially higher availability of rooms for tourists State-wise Availability of Rooms State City Total Rooms Rooms per lakh Tourists Andhra Pradesh Hyderabad Tamilnadu Karnataka Kerala M.P Tirupati Chennai Ooty Bangalore Mysore Cochin Trivandrum Khajuraho

32 State City Total Rooms Rooms per lakh Tourists U.P H.P Orissa Assam Meghalaya Rajasthan W.B Agra Varanasi Shimla Bhubaneshwar Puri Guwahati Shillong Jaipur Udaipur Kolkata Delhi Uttaranchal Maharashtra Haridwar Mumbai Pune 2935 NA Aurangabad Gujarat Ahmedabad Goa Goa Punjab Amritsar All India

33 3.3. Growth in Tourist Traffic (Projected Growth) Andhra Pradesh Tamilnadu Karnataka Kerala Madhya Pradesh Himachal Pradesh Orissa Assam Meghalaya Rajasthan West Bengal Delhi Uttar Pradesh Uttaranchal Maharashtra Gujarat Goa Punjab Growth statistics pertaining to tourist traffic are based on statistics of Ministry of Tourism. For the period , we have assumed that growth in tourist traffic will follow more or less the same trend as in the past. Thus, some (north-eastern state are likely to experience very quick annual growth of approximately 20%, others like Delhi, U.P, Tamul Nadu and Karnataka, where growth has already slowed down, will experience a 5% growth annually. Still others like W.B, A.P and M.P are likely to grow at 10% annually, since they have displayed robust statistics in the recent past. 18

34 3.4. Rooms Availability: A Forecast ( ) In order to arrive at an estimate of hotel rooms in different states, the following bases have been assumed. The growth in star category hotels will follow the same trend as in the last 4 years. This trend has been obtained from the projects approved by the Ministry of Tourism in the last 4 years. If growth rate in tourism accelerates, this estimate can be treated as a conservative estimate. The growth in hotels in the unorganized sector will depend on the growth in tourism (domestic and foreign combined). The other assumption is that the 18 important states covered in the primary research will continue to represent 88% of hotel rooms in the unorganized sector. In 2010, there will be a total of 2.9 million hotel rooms, more than twice the numbers in Star category hotels will have almost 100,000 hotel rooms, while the balance will be present in the unorganized sector. The states of Andhra Pradesh, Madhya Pradesh, Uttar Pradesh, Assam/Meghalaya and West Bengal will register the quickest growth trends. The states of Delhi, Karnataka and Gujarat might experience a stagnant phase. These are also those states that already have a high availability of hotel rooms. In the year 2020, there should be approximately 6.6 million hotel rooms, if the full potential of tourism is tapped. We feel that the contribution of North-eastern states as well as J&K, would be substantially higher than the present levels. 19

35 3.5. Rooms Availability in 2010 (A Forecast) State Total rooms 4/5 star 1-3 star Other Hotels Hotels Andhra Pradesh Tamilnadu Karnataka Kerala Madhya Pradesh Uttar Pradesh Himachal Pradesh Orissa Assam Meghalaya Rajasthan West Bengal Delhi Uttaranchal Maharashtra Gujarat Goa Punjab All India

36 3.6. Rooms Availability in 2020 (A Forecast) State Total rooms 4/5 star 1-3 star Other Hotels Hotels Andhra Pradesh Tamilnadu Karnataka Kerala Madhya Pradesh Uttar Pradesh Himachal Pradesh Orissa Assam Meghalaya Rajasthan West Bengal Delhi Uttaranchal Maharashtra Gujarat Goa Punjab All India

37 CHAPTER 4 EMPLOYMENT IN HOTELS 22

38 4.1. Employment Pattern Five, Four Star/Heritage Hotels: A single five star hotel could employ more than 400 employees. A total of people are employed to service about rooms in this category. On an average, there are approximately 162 employees per 100 rooms in these hotels. The employment pattern is the across geographic regions. The major employing functions are F&B Service, F&B Kitchen and Housekeeping. They, together, account for 56% of the total employment in these hotels % Contribution of Key Functions to Employment 8% 7% 7% 15% 21% 7% 15% 20% F&B service Housekeeping Management Purchase/stores & accounts F&B kitchen Front office Engineering Others 23

39 Three, Two & One Star Hotels A total of 52,577 employees are present in these hotels to service almost 42,991 rooms nationally. On an average, there are 122 employees per 100 rooms in this category. The key employing functions are F&B and housekeeping. They together account for 62% of the total employment in these hotels. To a large extent, the employment across geographic regions depends on the 4.2. % Contribution of Key Functions to Employment 7% 12% 8% 20% 9% 22% 22% Management F&B service Housekeeping Others Front office F&B kitchen Purchase & accounts presence of hotels; however, there are some differences in the employment intensity across regions Regional Employment Intensity North 149 South 123 East 170 West 77 Overall

40 Other Hotels in the Unorganized Sector : There are approximately 638,000 employees working in hotels in the unorganized sector. These almost 58 employees for every 100 rooms in this sector, substantially less than in the star category hotels % Contribution of Key Functions to Employment 6% 23% 13% 21% 23% 14% F&B service F&B kitchen Housekeeping Management Purchase & accounts Others Although employment pattern across geographic regions depends on the presence of hotels, there are some minor differences in the employment intensity across regions Regional Employment Intensity North 63 South 59 East 48 West 61 North East 67 25

41 4.2.1 Employment in Five, Four Star/ Heritage Hotels State Manage ment team Front office F&B service F&B kitchen House keeping Accounts Total Andhra Pradesh Tamilnadu Karnataka Kerala M.P U.P H.P Orissa Assam Meghalaya Rajasthan W.B Delhi Uttaranchal Maharashtra Gujarat Goa Punjab All India

42 4.2.2 Employment in Three, Two & One Star Hotels State Manage ment team Front office F&B service F&B kitchen House keeping Accounts Total Andhra Pradesh Tamilnadu Karnataka Kerala M.P U.P H.P Orissa Assam Meghalaya Rajasthan W.B Delhi Uttaranchal Maharashtra Gujarat Goa Punjab All India

43 4.2.3 Employment in Hotels in Unorganized Sector State Manage Front F&B F&B House Accounts Total ment team office service kitchen keeping Andhra Pradesh Tamilnadu Karnataka Kerala M.P U.P H.P Orissa Assam Meghalaya Rajasthan W.B Delhi Uttaranchal Maharashtra Gujarat Goa Punjab All India

44 4.3. Employment Forecast ( ) The employment forecast has been computed on the basis of the forecast of hotel rooms in different categories. Employment intensity per room has been assumed to be the same as the present level. The employment potential in different states is in direct proportion to the number of hotel rooms in future Employment Forecast star/4star/Heritage 1-3 stars Others Total In the years 2010 and 2020, there will be more than 1.5 million and 3.4 million people employed in hotels, respectively. However, given the trend in the growth of star category hotels and the higher employment intensity in these hotels, we expect a substantially higher numbers of employees in the five & four star/heritage hotels. 29

45 4.4. Employment in Motels The national and state highways have a substantial number of motels along their length. In this study, we have estimated the number of motels for every 100 km of road covered, via physical counting on a sample of highways. The results of this scan are mentioned in the table below. National Highway Road Length # Motels # Motel Rooms Delhi-Agra Delhi-Jaipur Mumbai-Pune Agra-Fathepur Sikri Fathepur-Bharatpur Cochin-Trivandrum Total State Highway Road Length # Motels # Motel Rooms Bangalore-Mysore Mysore-Ooty Total The average number of rooms in the motels on national highways and state highway have been assumed as 15 and 10, respectively. Total Length # Rooms Employment Intensity per Room Total Employment National highway State highway Total The highways have more than 107,000 employees working in motels throughout the country. 30

46 CHAPTER 5 PROFILE OF HOTEL EMPLOYEES 31

47 5.1. Educational Background of Personnel in Key Functions Front Office Five, Four Star/ Heritage Hotels: Our survey reveals that the pre-requisite for the managerial and supervisory positions is a hotel management degree; a few of the office assistants in the front office are graduates from other disciplines. Three, Two & One Star Hotels: 44% of the positions are occupied by graduates without training in hotel management. A majority of the office associates (more than 60%) are either graduates from other fields or SSC pass-outs. Hotels in the Unorganized Sector: Only one in every eight managers is having a hotel management degree or an MBA. A majority of them are graduates while almost 35% have just completed their SSC level school education. On the other hand, almost 72% of the office assistants have a school level certificate only F&B Service Five, Four Star/ Heritage Hotels: Most managers and captains are having a hotel management degree. A few captains (30%) are having a certificate in cookery from the food craft institutes. The stewards and waiters have either a hotel management degree or a Food Craft Institute Certificate. Three, Two & One Star Hotels: Almost half the managers and captains have a hotel management degree/diploma or a Food Craft Institute Certificate. Most stewards and waiters possess an SSC level school certificate only. Hotels in the Unorganized Sector: While one-third of the managers are hotel management students, the rest are either plain graduates or SSC pass. The stewards and particularly the waiters predominantly have a SSC level school certificate only. 32

48 F&B Kitchen Five, Four Star/ Heritage Hotels: Almost 90% of the chefs are hotel management graduates, while 80% of the cooks are either hotel management graduates or food craft diploma certificate holders. While most helpers in the kitchen possess an SSC level school education, a few (20%) have a cookery certificate as well. Three, Two & One Star Hotels: While ¾ of the chefs are hotel management graduates, 1/6 of them and half of the cooks are merely SSC pass. Most helpers are school pass and are not expected to have any special qualification. Hotels in the Unorganized Sector: A majority of those presently employed in the kitchens are SSC pass; only 1/3 of them are either hotel management graduates or food craft certificate holders Housekeeping Five, Four Star/ Heritage Hotels: Almost 80-90% of the managers and supervisors are hotel management graduates. Half the room attendants are hotel management graduates while the balance are mostly SSC pass. Three, Two & One Star Hotels: While 60% of the managers are hotel management graduates, the balance are equally either graduates or SSC pass. Approx. ¾ of the supervisors are either college graduates or SSC pass; 30% of them are hotel management graduates. Most room attendants are just SSC pass. Hotels in the Unorganized Sector: A majority of the supervisors and room attendants are SSC pass; 1/3 of the managers are hotel management graduates. 33

49 Other Functions Purchase, HRD and Sales & Marketing in both 1-3 star and small hotels have graduates while the bigger hotels prefer MBAs. The engineering functions have employees with an engineering degree or an ITI diploma. The proportion of degree holders increases with the size of the hotel. Function-wise summary of Educational Qualification Functions 5/4 star Hotels/Heritage Front Office All are Hotel Management Degree F&B Service All are Hotel Management Degree/ Food Certificate holders F&B Kitchen Most are Hotel Management degree or Food craft certificate holders Housekeeping Most supervisors/ managers are Hotel Management degree holders Purchase, HR and Sales & Marketing 1-3 Star Hotels Unorganized sector A number of managers & supervisors have a hotel management degree 50% have a Hotel Management Degree or Food Craft certificate Chefs are Hotel Management degree holders 1/8 managers are post-graduates in hotel management 1/3 managers are Hotel Management degree holders Largely trained on the job A few managers are Hotel Management graduates, largely SSC Managers & supervisors are Hotel management graduates MBAs Graduates Graduates 34

50 5.2. Age Profile of Employees Five, Four Star/ Heritage Hotels: None of the employees are more than 50 years old. Bulk of them are less than 40 years of age; particularly in the key functions of front office, F&B and housekeeping. A majority of them are less than 30 year of age % Contribution of Age Segments to Employment 21% 0% 15% 37% 27% years years years years >50 years 5.2. % Age Profile of Workforce in Key Functions Housekeeping F&B kitchen F&B service Front office <30 years years years >50 years 35

51 Three, Two & One Star Hotels: A majority of the people (52%) employed in these hotels are less than 30 years of age. A negligible proportion is more than 50 years of age. More than 60% of the workforce employed in the front office, F&B service and housekeeping are less than 30 years of age % Contribution of Age Segments to Employment 15% 31% 2% 26% 26% years years years years >50 years 36

52 Hotels in the Unorganized Sector: By comparison to hotels in the star category, a significantly higher proportion (59%) of employees in these hotels are less than 30 years of age. Only 8% of the workforce is more than 50 years of age. The age profile of the workforce in these hotels is young. More than 80% of those employed in the key hotel functions are less than 40 years of age % Contribution of Age Segments to Employment 20% 13% 8% 22% 37% years years years years >50 years 5.6. % Age Profile of Workforce in Key Functions Housekeeping F&B kitchen F&B service Front office <30 years years years >50 years 37

53 5.3. Organizational Structure in Key Hotel Functions Front Office : The principal tiers in the front office comprise of managers, supervisors and office assistants. Bulk of the employees in the front office of star category hotel are office assistants. In smaller hotels, the front office has a larger proportion of managers; there are fewer supervisors. 5.7 % Contribution of Organizational Tiers to Employment 5Star/4Star/Heritage Hotels Stars Hotels Other Hotels Managers Supervisors Office Assistants F&B Service: In the unorganized sector, most of the workforce consists of waiters/stewards. The proportion of managers, captains and stewards increases with the size of the hotel % Contribution of Organizational Tiers to Employment 5Star/4Star/Heritage Hotels Stars Hotels Other Hotels Managers Captains Stewards Waiters 38

54 F&B Kitchen : In the larger hotels, almost 15% of the workforce comprises of chefs. However, a bulk of the employees are cooks % Contribution of Organizational Tiers to Employment 5Star/4Star/Heritage Hotels Stars Hotels Other Hotels Chefs Cooks Helpers Housekeeping : Managers and supervisors account for 10-20% of the workforce in housekeeping. A bulk of the employees are room attendants % Contribution of Organizational Tiers to Employment 5Star/4Star/Heritage Hotels Star Hotels Other Hotels Manager Supervisors Room Attendants House-men 39

55 CHAPTER 6 RESTAURANTS IN INDIA 40

56 The burgeoning middle class and evolving lifestyle is driving the demand for quality restaurants - both conventional ones as well as new ones such as fast food outlets, cafés and pubs. These restaurants will cater to both the foreign and domestic tourists travelling to key tourist destinations. The low cost mobile food vans, sweet shops, dhabas and juice corner cater primarily to the lower and middle-income population segment. Since the presence of restaurants is largely dependent on the resident population, the computations are based on sample statistics and population data obtained form the Census of India A Map of Restaurants On this basis, our estimate is that there are more than 140, 000 restaurants in urban India. The 18 states covered by our primary research have 124,000 restaurants. These states account for 88% of the urban Indian population. Conventional restaurants account for the largest population (30%) followed by sweet shops (16%), fast food outlets (16%) and dhabas (13%). Northern region has over 10,000 fast food outlets, serving Chinese, Western and Indian food Estimated Number of Restaurants Conventional Restaurant Café Fast food Sweet shop Dhaba Juice Corner Others Total

57 6.2. % Contribution of Restaurant Categories to Total 16% 13% 8% 16% 6% 11% 30% Restaurant Pubs/Bars Café Fast food Sweet shop Dhaba Corner 42

58 6.2. Geographic Spread The northern region accounts for 34% of the outlets followed by the west (26%). The metropolitan cities of Delhi & Mumbai account for almost 15% of the restaurants. Almost 35% of the café/ tea & coffee vendors are in South India; however sweet shops are fewer. Mobile food vans are few in numbers and are located in the larger cities of North and South India only % Contribution of Regions to Total Restaurants 26% 12% 1% 16% 13% 32% North East North East West & Central Others State total 6.3. Restaurant Penetration While the number of conventional restaurants ranges between per lakh of population, the total number of eating places could be as high as 86 per lakh of population (as in the Northern Region). This is on account of higher penetration of fast food outlets, sweet shops, dhabas and juice corners. 43

59 Region Conven tional ones 6.4. Restaurants Penetration (Numbers per Lakh Population) Pubs/ Bars Café Fast food Sweet shop Dhaba Corner All Outlets South North East North East West & Central

60 State Andhra Pradesh 6.5. State-wise Estimate of Restaurants Conven tional Café Fast food Sweet shop Dhaba Juice Corner All Outlets one s Tamilnadu Karnataka Kerala Uttar Pradesh Himachal Pradesh Delhi Punjab Orissa West Bengal Assam Maharashtra Gujarat Goa Rajasthan Madhya Pradesh All India

61 6.4. Restaurants Forecast : We estimate that there would be almost 196,000 restaurants in 2010 and then 237,000 in The increase is based on expected population growth and does not take into account new developments and evolution of restaurants. The mix of restaurants is definitely going to change; however, the future mix is difficult to forecast. The shares of the north and east are likely to increase in future, because of expected differential in population growth rates. The penetration of restaurants in terms of numbers per lakh of population has been assumed as the same as the present one Estimated Number of Restaurants (2010) Café Sweet shop Juice Corner Total

62 6.7. Estimated Number of Restaurants (2020) Restaurant Café Fast food Sweet shop Dhaba Juice Corner Others Total

63 CHAPTER 7 EMPLOYMENT IN RESTAURANTS 48

64 Conventional Restaurants There is an average of 26 people employed (both permanent and temporary) for every 100 chairs in restaurants. Almost 80% are employed in the kitchen and service functions, while the balance are almost equally distributed between management, store, security, maintenance and delivery % Contribution of Key Functions to Employment 18% 2% 42% 38% Management Kitchen Service Others There are some geographic differences in the employment intensity of restaurants. While the restaurants in the east have 31 employees per 100 chairs, in the north east, there are only 19 per 100 chairs Regional Employment Intensity North 26 South 22 East 31 North east 19 West Overall

65 Café/Coffee Tea Shops There are an average of 31 people employed for every 100 chairs in cafes. The employment pattern is the same as in traditional restaurants, with 74% of the employees in the kitchen/service functions % Contribution of Key Functions to Employment 16% 35% 10% 39% Management Kitchen Service Others There is some geographic difference in the employment intensity of restaurants. While the restaurants in the north have 56 employees per 100 chairs, in the south, there are only 16 per 100 chairs Regional Employment Intensity North 56 South 16 East/North east West Overall 31 50

66 Fast Food restaurants There are an average of 32 employees for every 100 chairs. This is on account of the higher number of employees in the delivery function, which is a recent trend. fast food restaurants have more people for management of outlets % Contribution of Key Functions to Employment 16% 12% 13% 28% 31% Management Kitchen Service Delivery Others There is one significant difference across the various geographic regions. While fast food restaurants generally have employees per 100 chairs, in the West, there are 36 for every 100 chairs Regional Employment Intensity North South East 24 West 36 Overall 32 51

67 Dhabas/Bhojanalaya Even Dhabas employ 26 people for every 100 chairs. However, the functions are limited to management and predominantly kitchen and service % Contribution of Key Functions to Employment 46% 12% 42% Management Kitchen Service There is not much geographical difference in the employment intensity. Only the north east has significantly less number of employees (18 per 100 chairs) Regional Employment Intensity North South East North east 18 West Overall

68 7.2. Employment Potential Employment Potential of Conventional Restaurants There are almost 926,000 people employed in conventional restaurants across the country. The employment potential of different regions is different from the spread of restaurants because of the difference in employment intensity Employment Potential Total Service Kitchen Management Employment Potential of Fast Food Outlets There are already more than 280,000 people employed in fast food restaurants across the country. Almost 47% of them are in the North which has the highest member of fast food outlets as well as a high employment intensity. The West accounts for 21% of employees in fast food outlets. 53

69 Employment Potential Total Delivery Service Kitchen Management Employment Potential of Cafes There are more than 270,000 people employed in cafes across the country. Almost 72% of them are in the north, which has the highest employment intensity Employment Potential Total Service Kitchen Management 54

70 Employment Potential of Dhabas/Bhojanalayas There are almost 1.8 lakh people employed in Dhabas and Bhojanalayas Employment Potential Total Service Kitchen Management 7.3. Total Employment in Restaurants Total Employment Total Juice corner Sweet shops Dhabas Café Fast food Conventional Restaurants 55

71 7.4. State-wise Employment in Different Restaurant Categories Conventional Restaurants States Management Kitchen Service Total AP Tamil Nadu Karnataka Kerala UP HP Delhi Punjab Orissa WB Maharashtra Rajasthan MP Gujarat Goa Assam All India

72 Cafe States Management Kitchen Service Total U.P Delhi Punjab H.P Assam A.P Tamilnadu Karnataka Kerala Maharashtra Rajasthan M.P Gujarat Goa All India

73 Fast Food States Management Kitchen Service Total Orissa West Bengal Uttar Pradesh Delhi Punjab H.P A.P Tamilnadu Karnataka Kerala Maharashtra Rajasthan M.P Gujarat Goa All India

74 Dhaba/Bhojanalayas States Management Kitchen Service Total AP Tamilnadu Karnataka Kerala U.P Delhi Punjab HP Orissa WB Maharashtra Rajasthan M.P Gujarat Goa Assam All India

75 7.5 All India Employment Forecast Conventional Restaurants Kitchen Service Dhabas Kitchen Service Cafe Kitchen Service Fast Food Kitchen Service All India Restaurant Employment Forecast for Key Functions Total Kitchen Service

76 7.7. Employment in Highway Restaurants The national and state highways have a substantial number of eating places, to cater to both the commercial as well as leisure road travelers. These eating-places comprise mainly of conventional restaurants, fast food outlets, tea/ coffee vendors and dhabas. Physical scanning of the highways revealed the following penetration of restaurants and dhabas. Outlet Type Numbers per 100 km Highways (NH) 100 # per km on State Highways (SH) Restaurants Dhabas Outlet Type Employment Employment Employment Total Intensity per on NH on SH 100 chairs Restaurants , , ,000 Dhabas , , ,000 Total 535, ,000 1,325,000 There are more than 1.3 million people already employed on the national and state highways. Presently, these restaurants and dhabas employ untrained people in their kitchens and service functions. By 2020, progressively higher proportions will belong to the organized sector. Even a 10% share for the organized sector, at present levels of employment intensity, could create almost 130,000 jobs for trained manpower. 61

77 CHAPTER 8 PROFILE OF RESTAURANT EMPLOYEES 62

78 8.1. Structure of Different Departments F&B Kitchen Conventional Restaurants: While 9% of the employees are chefs, the balance are either cooks or helpers in almost equal proportion % Contribution of Organizational Tiers to Employment Conventional Restaurants Dhaba Fast food Café Chefs Cooks Helpers Dhaba: The proportion of helpers is comparatively small (43%); bulk of the employees are cooks (57%). Fast Food Outlets: The fast food restaurants have a sizeable proportion of chefs (22%), thereby indicating a preference for qualified and trained manpower. Café: These outlets have an employment structure similar to that of restaurants. 63

79 F&B Service A bulk of the people (more than 80%) employed in the service function are either stewards or waiters. The definition of different designations is flexible and varies across outlet category. Both conventional restaurants and cafes have a sizeable proportion of captains (approx. 12%). Dhabas have waiters only % Contribution of Organizational Tiers to Employment Conventional Restaurants Dhaba 1 99 Fast food Café Hall incharge Captains Butlers Stewards & Waiters 64

80 Store A bulk of the employees in the stores of restaurants are designated store keepers. A majority of those in the store of fast food restaurants are helpers % Contribution of Organizational Tiers to Employment Conventional Restaurants Dhaba Fast food Café Store managers Store keepers Helpers 65

81 8.2. Age Profile of Employees A majority of those employed in the kitchen, service, maintenance and home delivery functions are less than 30 years of age. Only the store and restaurant management have a majority of people aged more than 30 years % Contribution of Age Segments to Employment in Key Functions Management Kitchen Service Store % Contribution of Age Segments to <30 years Employment yearsin Key Functions years >50 years 27% 8% 1% 22% 42% years years years years >50 years 66

82 8.3. Educational Background of Restaurant Employees Management Every fourth person in restaurant management is a graduate of a hotel management institute. However, a bulk of them (44%) are graduates from other courses. A majority (53%) of those involved in the management of fast food restaurants are hotel management graduates. A number of those running dhabas are graduates Kitchen Almost 60% of those employed in restaurant kitchens are diploma holders, predominantly from private hotel management institutes. Almost 10% of them have attended certificate courses at the Food Craft Institutes. While the cooks in kitchens of fast food restaurants are either hotel management degree/ diploma holders or SSC pass, the helpers in these kitchens are mostly SSC pass. Café kitchens also have predominantly hotel management degree/diploma holders. Dhaba kitchens have cooks and helpers who are either SSC pass or school drop-outs Service Only 20% of those employed in the service function of restaurants, cafes and fast food outlets are hotel management degree/diploma holders. Approximately 75% of them are either SSC pass or school dropouts. All those in Dhabas service function are SSC pass or school dropouts Other Functions Approx 83% of people employed in other functional areas of restaurants (such as store, delivery, security and maintenance) are SSC pass or school dropouts. 67

83 CHAPTER 9 PROJECTED DEMAND FOR TRAINED MANPOWER 68

84 9.1. Demand for Trained Manpower in Hotels (From 2003 to 2010) Trained manpower includes those who have received a hotel management degree or have completed food craft certificate/ diploma course Five, Four & Heritage Hotels Employment % Trained % Fresh Demand 2010 Manpower Recruits Front Office F&B Service F&B Kitchen Housekeeping TOTAL NA NA Three, Two & One Star Hotels Employment % Trained % Fresh Demand 2010 Manpower Recruits Front Office F&B Service F&B Kitchen Housekeeping TOTAL NA NA Hotels in Unorganized Sector Employment 2010 % Trained Manpower % Fresh Recruits Demand Front Office F&B Service F&B Kitchen Housekeeping TOTAL NA NA

85 9.2. Demand for Trained Manpower in Hotels (From 2011 to 2020) Trained manpower includes those who have received a hotel management degree or have completed food craft certificate/ diploma course Five, Four & Heritage Hotels Employment % Trained % Fresh Demand 2020 Manpower Recruits Front Office F&B Service F&B Kitchen Housekeeping TOTAL NA NA Three, Two & One Star Hotels Employment % Trained % Fresh Demand 2020 Manpower Recruits Front Office F&B Service F&B Kitchen Housekeeping TOTAL NA NA Hotels in Unorganized Sector Employment 2020 % Trained Manpower % Fresh Recruits Demand Front Office F&B Service F&B Kitchen Housekeeping TOTAL NA NA

86 9.3. Demand for Trained Manpower in Restaurants (From 2003 to 2010) Trained manpower includes those who have received a hotel management degree or have completed food craft certificate/ diploma course Conventional Restaurants Employment % Trained % Fresh Demand 2010 Manpower Recruits F&B Kitchen F&B Service TOTAL NA NA Cafe Employment % Trained % Fresh Demand 2010 Manpower Recruits F&B Kitchen F&B Service TOTAL NA NA Fast Food Restaurants Employment % Trained % Fresh Demand 2010 Manpower Recruits F&B Kitchen F&B Service TOTAL NA NA

87 9.4. Demand for Trained Manpower in Restaurants (From 2011to 2020) Trained manpower includes those who have received a hotel management degree or have completed food craft certificate/ diploma course Conventional Restaurants Employment % Trained % Fresh Demand 2020 Manpower Recruits F&B Kitchen F&B Service TOTAL NA NA Cafe Employment % Trained % Fresh Demand 2020 Manpower Recruits F&B Kitchen F&B Service TOTAL NA NA Fast Food Restaurants Employment % Trained % Fresh Demand 2020 Manpower Recruits F&B Kitchen F&B Service TOTAL NA NA

88 9.5.1 Annual Demand for Trained Manpower in Hotels Year Front F&B F&B Housekeeping TOTAL Office Service Kitchen DEMAND All the hotels including the star category, heritage and the smaller organized sector ones have been included in the above forecast. Contribution of employees with a food craft diploma/ certificate to total demand for trained manpower is mentioned below. Function % Employees with Food Craft Diploma/ Certificate Front Office 16 F & B Service 33 F & B Kitchen 31 Housekeeping 31 73

89 Overall 30 74

90 9.5.2 Annual Demand for Trained Manpower in Restaurants Year F&B Kitchen F&B Service TOTAL DEMAND ,246 12,256 23, ,246 12,256 23, ,246 12,256 23, ,246 12,256 23, ,246 12,256 23, ,246 12,256 23, ,246 12,256 23, ,246 12,256 23, ,463 14,583 28, ,463 14,583 28, ,463 14,583 28, ,463 14,583 28, ,463 14,583 28, ,463 14,583 28, ,463 14,583 28, ,463 14,583 28, ,463 14,583 28, ,463 14,583 28,046 Conventional restaurants, fast-food outlets and cafes have been included in the above forecast. Function % Employees with Food Craft Diploma/ Certificate F & B Service 11 F & B Kitchen 6 Overall 7 75

91 9.5.3 Projected Annual Demand vs. Supply for Trained Manpower Year Total Supply Shortage Demand ,368 11,700 17, ,368 11,700 17, ,368 11,700 17, ,368 11,700 17, ,368 11,700 17, ,368 11,700 17, ,368 11,700 17, ,368 11,700 17, ,230 11,700 27, ,230 11,700 27, ,230 11,700 27, ,230 11,700 27, ,230 11,700 27, ,230 11,700 27, ,230 11,700 27, ,230 11,700 27, ,230 11,700 27, ,230 11,700 27,530 The supply of trained manpower is based on the statistic that only 65% of the students obtaining formal training are joining the hotels and restaurants. The above computation reveals that there is a shortage of trained manpower in the hotels and restaurants. 76

92 9.6. Key Drivers of Demand for Employment The hospitality sector, particularly hotels and restaurants, has entered a phase of transformation. We expect that the entire landscape will change in the next decade Entry of Fast Food Chains The transformation began in the 1990s with the entry of multinational fast food chains. The real revolution has just begun. Not only are the multinationals serving the lower-middle income population segments, but Indian restaurants are also drawing up rapid expansion plans. Barista, Café Coffee Day, Nirula s and Haldiram are expected to open up a large number of outlets in the near future. An indication of the pace of expansion is provided in the table below. Planned Expansion Expansion Period # Outlets McDonalds Café Coffee Day Subway Amoretto Nirula s Modern shopping malls with multiplex theatres attract more than one million visitors every year. Their emergence is likely to drive demand for fast food restaurants. 77

93 Golden Quadrilateral The creation of the golden quadrilateral of highways is likely to change the mix of motels and restaurants in favour of the organized sector. For example, Reliance Industries is planning to open up cafetarias with every petrol pump on the highways. Presently, there are more than 1.4 million untrained people employed in the motels and dhabas on highways. Even 5% of this workforce translates into a demand for 70,000 trained people. We expect the golden quadrilateral to open up new avenues for employment in the hotels and restaurants sector Preference for Youth in Hospitality Sector Our research reveals that both hotels and restaurants prefer to employ younger people, particularly in F&B service. Hence, in future, this age preference will drive demand for fresh recruits every year. 78

94 CHAPTER 10 TRAVEL & TOUR OPERATORS 79

95 Our estimate is that there are nearly 6000 travel trade companies and firms comprising of tour operators, travel agents and tourist transporters. Approximately, 1500 are members of representative trade bodies, i.e. associations. Trade Body Number of Members Travel Agents Association of India TAAI 1000 Indian Association of Tour Operators IATO 855 Adventure Tour Operators Association ATOA 75 Indian Tourist Transporters Association ITTA 100 Our data reveals that the number of travel trade businesses could be increasing at an average of 7.5% per annum. The 27 cities covered by our primary research should account for more than 95% of all travel trade businesses. In fact, all the TAAI members are present in these cities. Geographical Spread of Travel Trade Businesses Total East South West North 80

96 Region City # Businesses North Regional Total 2001 Jaipur 750 Udaipur 150 Shimla 186 Delhi 555 Others 360 West Regional Total 1469 Pune 230 Ahmedabad 569 Goa 98 Mumbai 453 Others 119 South Regional Total 1756 Bangalore 407 Hyderabad 379 Tirupati 50 Mysore 33 Trivandrum 39 Chennai 618 Others 230 East Regional Total 614 Guwahati 91 Shillong 2 Kolkata 309 Bhubaneswar 206 Others 6 81

97 10.1. Employment Pattern On an average, a travel trade business employs people. The key functions among travel agencies and tour operators are those of group tours, ticketing, administration and accounts. These account for 55% of all the employees in this sector. The tour section employees a substantial numbers of causal workers (to the extent of 20%). Employment Intensity (# Employees per 100 businesses) Total Operations Foreign exchange Sales & marketing Tour Accounts Administration Ticketing The employment intensity varies across different types of travel trade businesses, as indicated in the table below. Type of Travel Trade Business # Employees per 100 Companies/ Firms Travel agency that provides all services 1660 Travel agency 730 Tourist Transporter 1600 Tour Operator 1180 Overall

98 10.2. Employment Potential There are close to people working in travel trade related businesses. As indicated earlier, bulk of them are employed in the functional areas of ticketing, administration accounts, tours and operations. Functional Area Number of Employees Ticketing 20,850 Accounts 12,150 Tours 12,850 Administration 10,400 Operations 9,500 Sales & Marketing 4,750 Foreign Exchange 3,100 Others 9,900 Total 83, Employment Forecast The travel agencies interviewed by our research staff indicated that the number of customers in 2003 had increased by more than 15% over This represents a robust growth in the travel agents business. However, we feel that although this business will increase definitely, employment will not increase proportionately. This is because the Internet and other electronic technologies will reduce the employment intensity. An employment forecast based on a conservative growth estimate is mentioned below. Year Total Employment in Sector , , , Educational Background of Key Functional Areas Ticketing 83

99 Almost 44% of those employed in this functional area have a formal IATA/UTA certificate or a tours & travel diploma. One third of them are graduates while almost 14% are either SSC pass or school drops Administration Almost 17% have an IATA/UTA certificate or a tour& travel diploma. Nearly 61% are graduates from other disciplines. There are some post-graduates also working in the larger travel agencies also Accounts Nearly 71% are B.Com graduates while 20% are post graduates or chartered accountants and ICWAs. On an overall basis, 17.5% of the employees are trained travel trade personnel Annual Demand for Trained Manpower Year Annual Demand , , ,760 The growth in the annual demand for trained manpower can be assumed to follow a linear trend. 84

100 CHAPTER 11 HOTEL MANAGEMENT INSTITUTES 85

101 There are a total of 175 training institutes in the area of hotel management; 50 of them are Government promoted ones (Institutes of Hotel Management and Food Crafts Institutes) while the balance are privately owned/ managed ones. South India has a significantly higher number of private training institutes. Of the 125 private sector institutes, 47 are registered with AICTE. Very few have foreign affiliation. Some of them enjoy an affiliation with the following bodies: South Asia Integrated Tourism Human Resources Development Council The Federation of Hotel & Restaurant Association of India (FHRAI) The Hotel & Restaurant Association (HRA) The Indian Society for Training & Development (ISTD) Quality circle forum of India (QCFI) The reputed private institutes include Skyline, Asia-Pacific, Rai University, Hospitality Training Institute, Rizvi College, Empee Institute, Saptagiri college and Graduate School of Hotel Administration. The institutes under NCHMCT follow standardized courses and curriculum prescribed by the council for different professional programmes. They offer certificate courses from 6 months to 3 years duration in varied subjects. These programmes are scientifically designed and ensure the following: A solid foundation of knowledge Personality development Pursuit of excellence & self discipline Enhancement of creativity through motivation & drive 86

102 Region City NCHMCT Institutes North Private Institutes Jaipur 1 1 Udaipur 1 Shimla 1 1 Delhi Govt. approved Food Craft Institutes Others West Pune 3 Ahmedabad 1 1 Goa 1 1 Mumbai Others South Bangalore Hyderabad 1 5 Tirupati 1 Mysore 1 Trivandrum 1 Chennai Others 17 5 East Guwahati 2 Shillong 1 Kolkata Bhubaneswar Others TOTAL

103 A total of approximately students are being trained in hotel management and food craft annually. Almost students are graduating with a degree or a 3 years diploma in hotel management. Only 20% of them are obtaining training in hotel management from Government promoted institutes. Sector Degree/ Diploma Subjects Studied Graduating Class Size NCHMCT 3 years degree in hotel management Hotel A/C, HRM, sales & marketing, book keeping, front office, food safety & hygiene, communication skills, food services 2483 Diploma/certifica te courses in various branches in Food Craft ( 6 12 months) Cookery, bakery, counter services, hotel reception, book keeping, house keeping etc., 1153 Private Institutes 4 years degree/3 years diploma in hotel management F&B (service & kitchen, front office and housekeeping plus few more papers put in by affiliated universities if it applies Diploma/certifica te courses in various branches (6 24 months) Concerned paper of specialization besides a brief note of tours basic department F&B, housekeeping & front office 2644 P.G diploma in hospitality management Front office, F&B, housekeeping, business law, French, computers etc., 225 Food craft diploma and certificate courses account for 21% of the total supply of trained manpower in this sector. 88

104 11.1. Course Content The major subjects covered in the afore-mentioned courses are as follows: Accomodation operation & management Dietetics & hospital food service Hotel & Catering management Food production F& B service Front office House keeping Bakery & confectionary Faculty Profile Faculty in both Government promoted and private sectors institutes are IHM trained with a minimum of 6 years of working experience. The students faculty ratio (as mentioned below) is more favourable in NCHMT institutes, i.e they have lesser students for each faculty member Placement Scenario NCHMCT institutes 8:1 Private institutes 10:1 The sample of 49 training institutes that responded to the survey, claimed that the entire batch of graduates was able to find placement. However, they revealed that not all from the graduating class were joining the hotel industry. An estimated 65% of them are joining the star category hotels (predominantly 4star/5star hotels) while the balance were joining the cruise liners and even call centers in the metropolitan cities. This trend has been attributed to better salary levels in the other sectors. 89

105 CHAPTER 12 TRAVEL & TOUR INSTITUTES 90

106 There are a total of 172 training institutes in the area of tour & travel management; 11 of them are Government promoted ones and 78 of them are affiliated to Universities while the balance are privately owned/ managed ones. These institutes have been established with the following objectives: To impart knowledge and skills to understand in totality the travel and tourism and cargo industry, its inter-relationships and impacts. To provide career oriented training To develop analytical and innovative attitudes to facilitate change and increase the effectiveness and efficiency of the tourism industry. To impart comprehensive international travel education of the highest standards Some of the more famous private institutes include YMCA, Trade Wings Institute of Management, Sita Academy, Institute of Tourism and Future Management. Some of the reputed government approved institutes are Indian International Trade center, Indian Institute of Management, Indian Institute of Tourism and Travel. A few universities such as Mumbai University, Delhi University, Banaras Hindu University, Bangalore University, Aligarh Muslim University and Karnataka University also offer travel and tourism courses 91

107 Region City Institutes Affiliated to Universities North Other Private Institutes Govt. Sponsored Institutes Jaipur Udaipur Shimla Delhi Others West Pune Ahmedabad Goa Mumbai Others South Bangalore Hyderabad Tirupati Mysore Trivandrum Chennai Others East Guwahati Shillong Kolkata Bhubaneswar Others TOTAL

108 Government sponsored institutes produce only 3% of the trained manpower in the country while the private institutes account for 29%; institutes affiliated to universities account for the balance 68% of the graduating class. Sector Universities Degree/ Diploma Master of Tourism Management/ Administration (MTM/MTA) Post Graduate Diploma in Travel Management (PGDTM) Bachelor of Tourism Administration (BTA) Tourism & Travel Management (TTM) Subjects Studied Air Cargo management, Tourism Concepts, Tourism Marketing, Foreign Language, Tourism Products, Geography & International Tourism Tourism concepts, Tourist Transport system, Travel agency management, Aviation Geography, basic air fares and ticketing, CRS & foreign language Fundamentals of Tourism, Tourism geography, Travel agency management, Airline management & Ticketing & Foreign languages Tourism business, Tourism products & marketing, Travel agency management, Information, Communication & Automation Graduating Class Size The duration of the PG courses is 1 year whereas the Master courses in Travel & Tourism duration is of 2 years. 93

109 Sector Degree/ Diploma Subjects Studied Graduating Class Size Private Institutes IATA/UFTAA certified courses Air Fare & Ticketing, Geography in travel planning, Transport, Customer Service & Business environment of Travel & Tourism Industry 3320 Post Graduate Diploma in Airlines & Travel Business management Airline & Travel marketing, Principles of Travel & Tourism, Airline & Travel Operations, Tourism Impacts 1245 BBA (Tourism) Management Tourism Enterprises, Tourism Policy, Planning & Development & Marketing 581 Government approved Post Graduate Diploma In Tourism Management (PGDTM) Toursim concepts & Impacts, Geography & International Tourism, Tourism products of India, Transport in Travel & Tourism 550 The job opportunities open for students are in Travel Agencies, State Tourism Development Corporations, hotels and even BPO companies catering to the travel sector. 94

110 12.1. Course Content The courses include topics such as management concepts, travel & tourism marketing and travel agency management. In addition, a module of IATA/UFTAA foundation as well as foreign languages have been included. The popular subjects are as follows: Tourism concept and impacts Travel agency and tour operations Geography and International tourism Transport in Travel & Tourism Management concepts & organizational behaviour Quantitative analysis & event management Marketing for travel & tourism Computing & information system in tourism French/ German and Business English Airfares & ticketing; CRS Computer Reservation System Tour package operation management Tourism policy and planning development Faculty Profile Faculty of these institutes have 5-7 years of experience and are IATA/UFTAA diploma holders Course Fee The fee of these institutes is in the range of Rs 30,000 60,

111 APPENDIX 1 96

112 APPENDEX 1 # Hotel Rooms Per Lakh of Tourists State City 5star/4star/Heritage 1-3 stars Medium/small Andhra Hyderabad Pradesh Tirupati Tamilnadu Chennai Ooty Karnataka Bangalore Mysore Kerala Cochin Trivandrum M.P Khajuraho U.P Agra Shimla U.P Varanasi Hardwar Orissa Bhubaneshwar Puri Assam Guwahati Meghalaya Shillong Rajasthan Jaipur Udaipur W.B Kolkata Delhi Delhi Punjab Amritsar Maharashtra Mumbai Pune Aurangabad Gujarat Ahmedabad Goa Goa Ovreall

113 State 5star/4star/Heritage : Employment Forecasts 2010 Manage ment team Front office F&B service F&B kitchen House keeping Accounts Total Andhra Pradesh Tamilnadu Karnataka Kerala M.P U.P H.P Orissa Assam Meghalaya Rajasthan W.B Delhi Uttaranchal Maharashtra Gujarat Goa Punjab All India

114 State Star/2 Star/ 3 Star Hotels: Employment Forecasts 2010 Manag ement team Front office F&B service F&B kitchen House keeping Accounts Total Andhra Pradesh Tamilnadu Karnataka Kerala M.P U.P H.P Orissa Assam Meghalaya Rajasthan W.B Delhi Uttaranchal Maharashtra Gujarat Goa Punjab All India

115 State Andhra Pradesh Medium & Small Hotels/Guest Houses: Employment Forecasts 2010 Manag ement team Front office F&B service F&B kitchen House keeping Accounts Total Tamilnadu Karnataka Kerala M.P U.P H.P Orissa Assam Meghalaya Rajasthan W.B Delhi Uttaranchal Maharashtra Gujarat Goa Punjab All India

116 State 5star/4star/Heritage : Employment Forecasts 2020 Manage ment team Front office F&B service F&B kitchen House keeping Accounts Total Andhra Pradesh Tamilnadu Karnataka Kerala M.P U.P H.P Orissa Assam Meghalaya Rajasthan W.B Delhi Uttaranchal Maharashtra Gujarat Goa Punjab All India

117 State Star/2 Star/ 3 Star Hotels: Employment Forecasts 2020 Manag ement team Front office F&B service F&B kitchen House keeping Accounts Total Andhra Pradesh Tamilnadu Karnataka Kerala M.P U.P H.P Orissa Assam Meghalaya Rajasthan W.B Delhi Uttaranchal Maharashtra Gujarat Goa Punjab All India

118 State Medium & Small Hotels/Guest Houses: Employment Forecasts 2020 Manag ement team Front office F&B service F&B kitchen House keeping Accounts Total Andhra Pradesh Tamilnadu Karnataka Kerala M.P U.P H.P Orissa Assam Meghalaya Rajasthan W.B Delhi Uttaranchal Maharashtra Gujarat Goa Punjab All India

119 APPENDIX 2 104

120 APPENDIX 2 State-wise Employment in Conventional Restaurants (2010) States Management Kitchen Service Total A.P Tamilnadu Karnataka Kerala U.P H.P Delhi Punjab Orissa W.B Maharashtra Rajasthan M.P Gujarat Goa Assam Total All India

121 State-wise Employment in Conventional Restaurants (2020) States Management Kitchen Service Total A.P Tamilnadu Karnataka Kerala U.P H.P Delhi Punjab Orissa W.B Maharashtra Rajasthan M.P Gujarat Goa Assam Total All India

122 State-wise Employment in Cafe (2010) States Management Kitchen Service Total U.P Delhi Punjab H.P Assam A.P Tamilnadu Karnataka Kerala Maharashtra Rajasthan M.P Gujarat Goa Total All India

123 State-wise Employment in Café (2020) States Management Kitchen Service Total U.P Delhi Punjab H.P Assam A.P Tamilnadu Karnataka Kerala Maharashtra Rajasthan M.P Gujarat Goa Total All India

124 State-wise Employment in Fast Food (2010) States Management Kitchen Service Total Orissa WB U.P Delhi Punjab H.P A.P Tamilnadu Karnataka Kerala Maharashtra Rajasthan M.P Gujarat Goa Total All India

125 State-wise Employment in Fast Food (2020) States Management Kitchen Service Total Orissa WB U.P Delhi Punjab H.P A.P Tamilnadu Karnataka Kerala Maharashtra Rajasthan M.P Gujarat Goa Total All India

126 State-wise Employment in Dhaba (2010) States Management Kitchen Service Total A.P Tamilnadu Karnataka Kerala U.P Delhi Punjab H.P Orissa W.B Maharashtra Rajasthan M.P Gujarat Goa Assam Total All India

127 State-wise Employment in Dhaba (2020) States Management Kitchen Service Total A.P Tamilnadu Karnataka Kerala U.P Delhi Punjab H.P Orissa W.B Maharashtra Rajasthan M.P Gujarat Goa Assam Total All India

128 APPENDIX 3 113

129 HOTELS MR/MOT/31 Good morning/ afternoon. I am from Market Pulse, a reputed marketing research company. We are currently carrying out a study to determine the manpower potential of the hotels and restaurants sector. Our company has been retained by Ministry of Tourism to carry out this study. I would be grateful if you could spend some of your valuable time. This feedback will take minutes. 1. Number of Employees 1.1. We would like to know how many permanent employees are employed in different departments of your hotel. I am going to read out the departments one by one. Please tell me how many people are employed in READ OUT DEPARTMENTS ONE BY ONE 1.2. Now, please tell us about the number of casual or temporary employees whom you hire every year in READ OUT DEPARTMENTS ONE BY ONE Now tell me how many fresh graduates and others with no prior work experience in READ OUT DEPARTMENTS ONE BY ONE Departments Management Team Front Office F & B (Service) F & B (Kitchen) House Keeping Accounts EDP Security 1.1. Number of Permanent employees 1.2. Number of casual or temporary employees 1.3. Recruitment of fresh graduates & others with no prior work experience

130 Sales & Marketing Purchase & Stores Human Resource Public Relation Engineering Telephone Health Club Laundry Total 2. Which is the peak season for tourism in your city? And when you have to hire casual or temporary employees? 3. DEPARTMENT DETAILS Now I would like to know more about some specific departments such as F&B, front office and housekeeping Of the total workforce in the front office, please tell me how many managers are there. How many supervisors are there? How many front office assistants are there? Number of Managers: Number of Supervisors: Number of Office Assistants: 3.2. Of the total workforce in F&B service, please tell me how many captains are there? How many stewards are there? How many waiters are there? 115

131 Number of Managers: Number of Captains: Number of Stewards: Number of Waiters: 3.3. Of the total workforce in the kitchen, please tell me how many chefs are there in your hotel s kitchen and production? How many cooks are there? How many helpers are there? Number of Chefs: Number of Cooks: Number of Helpers: 3.4. Of the total workforce in housekeeping, please tell me how many managers are there? How many room supervisors are there? How many attendants are there? How many house-men are there? Number of Managers Number of Supervisors: Number of Room attendants: Number of House-men: 3. Required Qualification for Different Departments & Functions We would like to know the qualifications that your hotel looks for, when recruiting for READ OUT DEPARTMENTS ONE BY ONE 116

132 Department Management Team: Academic qualification Front Office: Managers Supervisors F & B (Service) Office Assistants Managers Captains Stewards Waiters F & B (Kitchen) Chefs Cooks Helpers House Keeping: Managers Supervisors 117

133 Office Assistants Department Accounts: Academic qualification EDP: Security: Sales & Marketing: Purchase: Human Resource: Public Relation: Engineering: Telephone: Health Club: Laundry: Any Other 118

134 HOTELS MR/MOT/31 Good morning/ afternoon. I am from Market Pulse, a reputed marketing research company. We are currently carrying out a study to determine the manpower potential of the hotels and restaurants sector. Our company has been retained by Ministry of Tourism to carry out this study. I would be grateful if you could spend some of your valuable time. This feedback will take minutes. 1. Number of Employees 3.1. We would like to know how many permanent employees are employed in different departments of your hotel. I am going to read out the departments one by one. Please tell me how many people are employed in READ OUT DEPARTMENTS ONE BY ONE 3.2. Now, please tell us how many of these are in the age group of Less than 30 years/ years/ years/ Above 50 years in ASK FOR EACH DEAPRTMENT 3.3. Now tell me what the retiring age is in ASK FOR EACH DEAPRTMENT. 119

135 Departments Management 1.1. Number of employees 1.2. Number of employees Age-wise (years) <= > Retiring Age (years) Team Front Office F & B (Service) F & B (Kitchen) House Keeping Accounts EDP Security Sales & Marketing Purchase & Stores Human Resource Public Relation Engineering Telephone Health Club Laundry Total 120

136 Name of hotel: Ownership: [1] Partnership [2] Proprietorship [4] Private limited [5] Public limited [6] Government owned Hotel Category: [1] Star [2] Heritage [3] Guest house/ inn [4] Motel [5] Resort [6] Any other Air-conditioning: [1] Yes [2] Partly [3] No Number of rooms: Credit card acceptance: [1] Yes [2] No Hotel Association Membership: # Restaurants: Bar: [1] Yes [2] No Banquet facilities: [1] Yes [2] No City: State: Type of city: [1] Business Centre [2] Pilgrimage [3] Historical Value [4] Hill Station [5] Beach [6] National Park [8] Any other Year of Inception: Name and Designation of the person contacted: 121

137 MR/MOT/31 Restaurants Good morning/ afternoon. I am from Market Pulse, a reputed marketing research company. On behalf of Ministry of Tourism, Govt. of India, we are carrying out a study to determine the manpower potential of the Hotel and Restaurant sector in India. I would appreciate if you could spend some of your valuable time. This feedback will take minutes. 1. Number of Employees 1.1. We would like to know how many people are employed in different departments of your hotel. Please tell me how many people are employed in READ OUT DEPARTMENTS ONE BY ONE 1.2. Now, please tell us about the number of casual or temporary employees whom you hire every year in READ OUT DEPARTMENTS ONE BY ONE Now tell me how many people were recruited, who had no prior work experience in READ OUT DEPARTMENTS ONE BY ONE Departments Management Kitchen Service Store Security Maintenance Delivery Total 1.1. Number of Permanent employees in year 1.2. Number of casual or temporary employees in year 1.3. Recruitment of fresh graduates & others with no prior work experience in year

138 2. DEPARTMENT DETAILS Now I would like to know more about each of certain departments such as kitchen, service and store. Please tell me 2.1. Of the total workforce in the kitchen, how many are chefs? How many are cooks? And how many are helpers? Chefs Cooks Helpers Nos Of the total workforce in service, please tell me how many are hall in charge. How many are captains? How many are butlers? How many are stewards? And how many are waiters? Hall in charge Captains Butlers Stewards Waiters Nos Of the total workforce in Store, how many are managers? How many are storekeepers and how many are helpers? Store manager Store keepers Helpers Nos.

139 3. Required Qualification for Different Departments & Functions We would like to know the qualifications that your hotel looks for, when recruiting for READ OUT ONE BY ONE Departments Academic qualification Management Kitchen Chef Cook Helper Service Hall in charge Captain Butler Stewards Waiters Store Store manager Storekeeper Helper Security Maintenance Delivery Employees on Contract Basis

140 Restaurant Name: City: State: Ownership: [1] Partnership [2] Proprietorship [3] Private limited [4] Public limited [5] Government owned Restaurant Category: [1] Oriental [2] Mughlai [3] Fast Food [4] Multi Cuisine [5] South Indian [6] Specialty [7] Any other Air-conditioning: [1] Yes [2] No Seating capacity: Credit card acceptance: [1] Yes [2] No Association Membership: Liquor Served: [1] Yes [2] No Banquet facilities: [1] Yes [2] No Facilities: [1] Free Home Delivery [2] Any Other facility (please specify) Date of inception of the restaurant: Any future expansion plan (please specify): Name and Designation of the person contacted:

141 MR/MOT/31 Restaurants Good morning/ afternoon. I am from Market Pulse, a reputed marketing research company. On behalf of Ministry of Tourism, Govt. of India, we are carrying out a study to determine the manpower potential of the Hotel and Restaurant sector in India. I would appreciate if you could spend some of your valuable time. This feedback will take minutes. 1. Number of Employees 1.4. We would like to know how many permanent employees are employed in different departments of your hotel. I am going to read out the departments one by one. Please tell me how many people are employed in READ OUT DEPARTMENTS ONE BY ONE 1.5. Now, please tell us how many of these are in the age group of Less than 30 years/ years/ years/ Above 50 years in ASK FOR EACH DEAPRTMENT 1.6. Now tell me what the retiring age is in ASK FOR EACH DEAPRTMENT. Departments 1.1. Number of 1.2. Number of employees in age group (years) employees <= > Retiring Age (years) Management Kitchen Service Store Security Maintenance Delivery Total Restaurant Name: City: State: Air-conditioning: [1] Yes [2] No Seating capacity: Date of inception of the restaurant: Name and Designation of the person contacted:

142

143 TOUR & TRAVEL OPERATORS MR/MOT/31 Good morning/ afternoon. I am from Market Pulse, a reputed marketing research company. We are currently carrying out a study to determine the manpower potential of the hotels, restaurants and tour & travel sector. Our company has been retained by Ministry of Tourism, Govt. of India to carry out this study. I would be grateful if you could spend some of your valuable time. This feedback session will take minutes. Please tell us the business areas that your company operates in. [1] Travel Agency [2] Tour Operator [3] Adventure Tour Operator [4] Tourist Transport Operator [5] If any other, please specify 1. Number of Employees: 1.1. We would like to know how many permanent employees are employed in different departments of your company. I am going to read out the departments one by one. Please tell me how many people are employed in READ OUT DEPARTMENTS ONE BY ONE 1.2. Now, please tell us about the number of casual or temporary employees whom you hire every year in READ OUT DEPARTMENTS ONE BY ONE Now tell me how many fresh graduates and others with no prior work experience in READ OUT DEPARTMENTS ONE BY ONE Departments Administration 1.1. Number of Permanent employees 1.2. Number of casual or temporary employees 1.3. Recruitment of fresh graduates & others with no prior work experience Ticketing Foreign Exchange Tours Sale & Marketing Accounts Total

144 3. Eligibility Criteria: Now please tell me what educational qualification do you look for, when recruiting for.. READ OUT DEPARTMENTS ONE BY ONE Departments Educational qualification Administration Ticketing Foreign Exchange Tours Sale & Marketing Accounts 4. Approximately how many customers would your company has handled this year and last year? Present Year Last Year Name of the company: Address: City: State: Telephone No.: Year of inception: Name and Designation of the person contacted:

145 MR/MOT/31 Good morning/ afternoon. I am from Market Pulse, a reputed marketing research company. We are currently carrying out a study to determine the manpower potential of the Tour & Travel sector. Our company has been retained by Ministry of Tourism to carry out this study. I would be grateful if you could spend some of your valuable time. This feedback will take minutes. 1. Number of Employees 1.1. We would like to know how many permanent employees are employed in different departments of your company. I am going to read out the departments one by one. Please tell me how many people are employed in READ OUT DEPARTMENTS ONE BY ONE 1.2. Now, please tell us how many of these are in the age group of Less than 30 years/ years/ years/ Above 50 years in ASK FOR EACH DEAPRTMENT 1.3. Now tell me what the retiring age is in ASK FOR EACH DEAPRTMENT. Departments 1.1. Number of employees 1.2. Number of employees Age-wise (years) 1.3. Retiring Age (years) Administration <= >50 Ticketing Foreign Exchange Tours Sale & Marketing Accounts Total Name of the company: Address: City: State: Telephone No.: Year of inception: Name and Designation of the person contacted:

146 INSTITUTES MR/MoT/31 Good morning/ afternoon. I am from Market Pulse, a reputed marketing research company. We are currently carrying out a study to determine the manpower potential of the Hotels and Restaurants sector. Our company has been retained by Ministry of Tourism, Govt. of India to carry out this study. I would appreciate if you could spend some of your valuable time. This feedback will take minutes. Courses: Ser. No. Name of degree/diploma Subjects Studied New Degree/Diploma/Courses planned in future: - Any future expansion plan (In terms of opening new institutes or increasing the total size of the students): - Total number of faculty: Profile of faculty: Number of students graduating per year (specific number) Year Course 1 Course 2 Course 3 Course 4 Total Name of the Institute: Address: City: State: Telephone No.: Name & Designation of the person contacted: -