Travel and HopitalityGrowth Trends in Travel & Hospitality Sector in India

Table of Contents S. No. Content Page No.

1 Growth Prospects in M&E Industry 3-9

2 Job Description 9-10

3 Knowledge, skills & ability 11-12

Growth Prospects in Hospitality Industry

Hospitality Growth• Second largest hotel chain in the world –

HILTON, to set up 50 hotels in India in next 5 years

• They will open 1 hotel in every 45 days !!

• Hilton will introduce it’s luxury brands Waldorf Astoria and Conrad besides upscale brand Double tree and the mid-market brand, Hampton.

• Hundreds of hotels will add upto 1,55,000 rooms in next 5 years.

Hospitality Industry is closely linked with travel and tourism industries

More footfalls in country means more no. of jobs in Hospitality

Between 2004 and 2014, the Hospitality industry is expected to add 17 percent in wage and salary employment.

The country provides opportunities for International brands to enter India with a long term commitment as stated in a report by The Ministry of External Affairs.

• The Indian Hospitality industry, estimated at US$ 17 billion, contributes 2.2 per cent of India’s GDP

• The sector is expected to grow to US$ 36 billion by the end of 2018.

• In the next two tears, a total investment of US$ 12.17 billion is expected that will add over 20 new international brands in the hospitality sector.

• Whitbread, UK-based hospitality company, has announced to invest US$ 53.3 million in the country by year 2020

• The company is looking to operate 50 hotels in India by the end of 2012.

Yes!! Hospitality Sector has room for Growth!!

Guest Relation Officers

(Selection Perspective)

Job Description• Greeting and assisting customers in a prompt, friendly and courteous manner • Providing assistance in terms gaining access to company’s product and

services. • Should the need to arise, she/he is required to help the passenger/

customers in rebooking of itineraries/ stay package/ boarding passes etc. • Should the need to arise, she/he is required to help the passenger/

customers in rebooking of itineraries/ stay package/ boarding passes etc. • Providing accurate information at various stages of product/ sevice

delivery value chain. Eg. flight’s arrival and departure times to the clients • In the case of a special need by customer, the customer service agent

should promptly assist with all the checking in procedures • Management of the front desk operations. • Attending incoming and outgoing calls • Transferring of calls to various departments • Responsible for dispatching courier mails and keeping a record of them

Job Description

• Responsible for dispatching courier mails and keeping a record of them • Distributing inwards documents received • Responsible for payments of bills • Handle all of the company’s petty cash • Responsible for booking of services for the company • Receiving and registering guests as they arrive• Receive mails and direct them to the guests in the hotel • Receive the payment for accommodation/ product/ service. • Handling of client requests like taxi, extra beddings or offering a certain kind

of food• Introducing the hotel/ club/ airlines membership program and it’s features/

benefits etc. to new clients by making regular contacts and distributing promotional information.

• Calling each club/ privilege member to inform them or take feedback• Entertaining & interacting cheerfully with key clients and looping feedback to

management on process/ product/ proposition improvement.

Knowledge, skill & ability• Excellent communication skills • Etiquette, Personal conduct, body language, communication – English

Language• Ability to speak multiple languages is an added advantage • Outgoing and bubbly personality • Should be computer literate • Should possess great interpersonal skills • Need to manage irate and discerning high end/ HNI customers• Have great energy levels since the job demands that you stay on your

feet quite frequently• Be organized and should be able to multitask • Have a smart outward appearance and cheerful attitude • Ability to handle tough, stressful challenging situations with calm and

equanimity• Ability to work for long hours and at times over the weekends without

much rest

Location – Delhi