Avahan: A Journal on Hospitalty and Tourism

Sherry Abraham ¹, C. Rajesh Kumar ²

Affiliations
1 Department of Tourism Studies, Pondicherry University, Puducherry, IN
2 SYNA International Academy of Hotel & Tourism Management, Jhinjhari, Madhya Pradesh, IN

Abstract

This paper explores the impact of introducing tourism as a subject for young students at the primary school level. Currently, tourism is taught only at undergraduate and higher levels. The current educational system is unable to counter many of the challenges that the Indian tourism sector currently suffers from. These include the perception of India as a dirty, unhygienic, unsafe, crime ridden place that deters many tourists from visiting the country. This is a tragedy as India has the potential of becoming a tourist destination with 'something for everybody'. The researcher interviewed 100 professors of tourism; most of them agreed that tourism ought to be introduced to primary school students. It was found that the most important impact of such education would be to instill a sense of pride in young children about their country, its history, culture and heritage. From this sense of pride would follow a change in attitude and behaviour. Young people will grow up to be agents of change in society and in the country, who act as advocates of responsible behavior towards the cultural monuments of the country and towards tourists. In the long term, there will be sufficient critical mass of more enlightened young men and women in the country which will lead to a solution to many of the problems confronting the tourism industry today.

Keywords

Tourism, Primary Education, Attitude, Responsible Behavior.

Full Text

     

Sherry Abraham ¹, C. Rajesh Kumar ²

Affiliations
1 Dept. of Tourism Studies, School of Management, Pondicherry University, Kalapet, Puducherry - 605014, IN
2 SYNA International College of Management Studies, Jhinjhari, Katni - 483501, Madhya Pradesh, IN

Abstract

The purpose of this research is to understand how to improve the employability of hospitality management students in India. Whilst there is huge demand for quality manpower, most of the students graduating from hospitality management institutes do no possess the requisite skill sets. There are several skills that are specifically required in the hospitality sector. These include competencies in the four main broad functions that define hospitality management including food production, food & beverages, front office and housekeeping. Other competencies include fluency in English, the ability to think logically and the orientation towards quality and people management. In addition there are soft skills such as impeccable grooming, the ability to speak English, communication, problem solving, planning and organizing and self-management skills. The hospitality sector is best suited for individuals who like working with people, who are extroverted and who have specific levels of knowledge, behavioral skills and personality traits in India. A lack or a gap in any of these skills and competencies leads to a situation where there are unfilled vacancies on the one hand and unemployable young persons on the other. In addition, hiring of persons without the requisite skills is risky as the competitiveness of a hospitality chain is dependent on the ability of its staff to deliver exemplary customer service. This ability in turn depends on the level of skills and training provided to the staff. The primary data collection tool is a questionnaire administered to 100 respondents from hospitality management institutes in India. It was found that there is overwhelming focus on technical skills only. Even here, the training touches only on the basics of the four hospitality verticals. There is little or no focus on new emerging fields, personality development, soft skill training. Even the selection processes were found to be faulty with scanty preparation being given for interview selection. In light of these findings, suitable recommendations have been made. This research would have served its purpose if, hospitality management institutes in India use its findings to upgrade their curriculum and prepare job-ready hospitality professionals.

Full Text

     

Sherry Abraham ¹

Affiliations
1 Department of Tourism Studies, Pondicherry University, IN

Abstract

The optimum utilization of scarce resources such as water and fuel as well as efficient recycling of waste has found to result in cost savings and enhanced profitability in hotels. Nevertheless, how eco-friendly practices lead to customer satisfaction which in turn leads to increased turnover, profitability and market share has not been well explored in India. This paper explores the link between the adoption of eco-friendly practices amongst hotels and customer satisfaction in India. The inference here is that hotels can become even more competitive and profitable through adoption of eco-friendly or green practices. Both secondary and primary data was used in this research. Study of secondary data revealed how green practices lead to more profitability. The primary data collection tool was a questionnaire administered to 25 guests of 10 five star hotels located in Bangalore. Analysis of this primary data revealed that all the respondents were favourably disposed towards those hotels that adopted eco-friendly practices. They were willing to pay higher tariffs to stay in eco-friendly hotels. The very perception of eco-friendliness was found to lead to perception of good customer service. Their responses also indicate how hotels can create perceptions of being eco-friendly amongst their guests. The presence of fuel efficient amenities and facilities, the visible presence of recycling equipment and of staff who are trained in green practices all go to create a perception of eco friendliness. From this point of view, going green for hotels is more than just being in the fashion or a way to conserve resources. It becomes a lever by which hotels can become more competitive, achieve profitability and deliver good customer service. These findings are important for the hotel industry in India. The findings of this research would seem to indicate that while Indian hotels have made investments in environmentally friendly equipments and amenities, they will still need to understand customer expectations from their hotels and from these facilities in order to create sustainable competitive advantage.

Keywords

Customer Expectation, Eco Friendly Hotels, Green Practices, Profitability.

Full Text

     

Sherry Abraham ¹, P. S. Sibi ¹

Affiliations
1 Department of Tourism Studies, Pondicherry University, Puducherry, IN

Abstract

This paper examines the relevance of eco-friendly hotels in the Indian tourism sector. In recent years, the concept of ecologically sustainable tourism has become very popular. As a result, there is a pressing need for hotels to incorporate ecologically sustainable practices as well. In other words, hotels have to go 'green'. Green hotels depend on the natural environment, conserve energy, efficiently process waste, contribute to conservation, incorporate cultural considerations and provide economic returns to local communities. Some of the benefits of green hotels include lower costs of operations, efficient management of resources, higher profitability and increase in customer goodwill (Buckley, 2014). It may be inferred that the label of a 'green hotel' is one of the ways for a hotel to achieve sustainable competitive advantage. In India, there is a growing awareness of the importance of green hotels in five star hotels. However, the extent to which non-five star hotels in India are aware of the need to go green, the nature of the eco-friendly methods that have already been implemented in Indian non-five hotels and the accruing benefits have not been examined. Hence it is not possible to make recommendations on the unique steps and measures that must be taken to ensure that hotels in India go green. It is this gap in the literature on the Indian tourism sector that this paper attempts to bridge. A qualitative methodology was followed in this paper using both secondary and primary data. The analysis of the secondary data indicated 7 elements that a green hotel must incorporate into its construction and operations including water, energy, waste, procurement, air quality, landscaping & design and local community development. Primary data was collected from 50 hotel managers of non-five star hotels in Tamil Nadu and Karnataka. It was found that foreign guests who stay in non-five star hotels in India prefer that their hotels follow sustainable, green practices. This indicates that the concept of green is as relevant for the non-five star hotels in India as it is for their five star counterparts. The primary data also indicated how, for each of the green elements considered, what are the attributes that will have to be achieved and the steps that can be implemented to ensure that the hotels go green. The challenge is to create a perception amongst guests that the hotel is in fact following green management principles. How such a perception may be created has been indicated in the recommendations section.

Keywords

Destination Ratings, Tourism Products, Travelers Choices.

Full Text

     

Sherry Abraham ¹

Affiliations
1 Department of Tourism Studies, Pondicherry University, Puducherry, IN

Abstract

Across the world Airbnb has become one of the most popular forms of accommodation for travellers, potentially threatening conventional accommodation formats like hotels. This paper examines the impact of Airbnb on the accommodation sector in Chennai. A qualitative method was used using both secondary and primary data. The analysis of the secondary data indicated that Airbnb owes its popularity as it matches current demand among tourists for localized experiences, cheaper rates, longer stays, sustainability, resource conservation, customized services and technology enabled methods of booking and payment. Primary data was collected from 100 guests of Airbnb Chennai. Analysis of the primary data indicated that the guests of Airbnb Chennai are primarily those who used to stay in budget / low priced hotels and resorts. Airbnb does not pose a threat to the 5 star and premium priced hotels in Chennai. Airbnb Chennai offers its guests with personalized local experiences of the city and its surroundings which is much appreciated by the guests. The hosts or the owners of the Airbnb properties play an important role in creating these experiences for guests. Airbnb Chennai was found to be far more accessible using modern technology like the internet / smart phones as compared to some of the budget hotels which do not even have websites. Guests find that Airbnb Chennai offers them rates that enables them to stay in the city for longer periods. The Airbnb format is perceived to be resource friendly, environmental conscious and operating according to the sharing economy principles of recycle, reuse and reduce. As against these advantages vis-à-vis hotels, here are the disadvantages related to security, risk, trust, unprofessional attitude of some hosts and self-service which some guests mentioned as being inconvenient to do in Chennai. These findings have various implications for the hotel sector in Chennai which have been discussed. For example, hotels must become far more personalized and offer more customized services than they have been hitherto offerings. They must be able to provide frequently visiting guests or long-staying guests with special prices and offers. They must leverage their local contacts in Chennai to create the localized experiences that modern tourists demand. They must invest in technology and in digital marketing to increase online presence and visibility. Hotels in Chennai must highlight any sustainable or ‘green’ principles that they have been incorporating into their operations. These and other recommendations have been discussed in further detail and it is hoped that their implementation will result in the hotel sector in Chennai being successfully able to counter the threat posed by Airbnb.

Keywords

Airbnb, Accommodations, Sharing Economy, Local Experience, Online Presence and Visibility.

Full Text