guidelines for hotels classification, the code of...
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Guidelines for hotels classification, the Code of Conduct for Safe and Honorable
tourism, and accessibility requirements in Indian hotels: an overview.
Bharati A. King Juan Carlos University, + 34 626 651 791
February 2016
Abstract
This paper shows the Indian version of the international hotel classification system,
from India’s own laws. The International system of classification is adapted to India’s
particularities, its culture, its development level and its cultural behavior.
Keywords:
Hotel classification, requirements, Honorable Code, accessibility, Indian overview
Area of research:
Hospitality Industry
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1. Introduction
The Hospitality Industry has become one of the most important key
drivers of economic growth in the Indian economy, as it represents a 6.7 percent
of the GDP and an 8.78 percent of all the national employment. The contribution
to the economy can be:
1. Direct:
Commodities (accommodation, Transportation Entertainment, and
attractions)
Industries (Accommodation services, Food and beverage services,
retail trade, transportation services, cultural, and sports and
recreational services)
Sources of spending (Residents’ domestic T&T spending,
Businesses’ domestic travel spending, visitors exports, individual
government T&T spending)
2. Indirect :
T&T Investment Spending
Government Collective T&T Spending
Impact of purchases from suppliers
3. Induced: (The Induced term refers to the spending of direct and indirect
employees)
Food and Beverages
Recreation
Clothing
Housing
Household goods
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Source: Economic Impact 2015, India. (WTTC).
The first image above shows the percentage of the tourism sector’s
contribution to the Indian GDP, while the second one shows the percentage of
the tourism sector’s contribution to the economy employment. At a glance, we
can say that even though the major part of the contribution to the GDP is indirect
the major part of the employment created because of tourism in India is direct.
The direct employment concept includes: hotels, travel agents, airlines and other
passengers transportation services, the activities of the restaurant and leisure
industries directly supported by tourists, among others. Nevertheless, the
computers services are excluded from this category.
The Contribution to the GDP as well as the percentage of whole
economy employment is forecasted to grow during the following years.
Because of the date of creation of this paper (the beginning of February)
specific data about the percentages of both business and leisure spending for the
year 2015 are not available. Therefore, 2014 information will be provided
instead.
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India: Travel &Tourism’s Contribution
to the GDP (Business Vs. Leisure, 2014)
India: Travel & Tourism’s contribution
to the GDP (Domestic VS. foreign, 2014)
Leisure Spending: 83.5% forecasted to
grow by 7.1% in 2025
Business Spending: 16.5% Forecasted to
grow by 6.6% in 2025
Foreign Visitor Spending:18.6%
forecasted to grow by 7.2% in 2025
Domestic Spending: 81.4% forecasted to
grow by 6.3% in 2025.
Source: WTTC
2. Hotel Definition
According to professional Stuart McNamara (National Recovery
Administration, Washington, 1933) “a hotel is an establishment which supplies
boarding and lodging not engaged in inter-state commerce or in any intra-state
commerce, competitive with or affecting inter-state commerce for so related that
the regulation of one involves the control of other. It is a quasi-domestic
institution retaining certain traditions and acquiring in its modern development,
certain statutory rights and obligations to the public where all persons not
qualified by conditions or conduct are prepared to pay for their accommodation
are to be received and furnished with a room or place sleep or occupy if such
accommodations are available with such services and attention as are incident
to their use with or without a contract as to duration of visit and which conducts
within the confines of its physical locations the business of supplying personal
services of individuals for profit-Incidental to such fundamental and principal
business”.
About this definition we should highlight the following aspects:
• Establishment: The Cambridge dictionary defines this word as
“a business or other organization, or the place where an
organization operates” and defines “business” as “the activity
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of selling goods and services”. This is highly important
because, from the very beginning the concept of hotel is
defined by an economical transaction.
• (pay for their) Accommodation: The Oxford dictionary
defines accommodation as “a room, group of rooms, or
building in which someone may live or stay”
If we have closer look, this definition what is basically saying is that a hotel is a
place in where the activity of selling goods and services undertaken is paying for a
room, group of rooms or building to live or stay in while receiving ,or not, other
services.
3. General classification of the Indian Hotel Industry
Different bases for Hotel Classification:
a) On the basis of size: depending on the number of rooms.
- Small: with 25 rooms or less.
- Average hotel: 26-99 rooms.
- Above average hotel: 100-299 rooms.
- Large Hotel: more than 300 rooms.
b) On the basis of the star system: depending on facilities, infrastructure,
services…
- One star
- Two stars
- Three stars
- Four stars
- Five Stars
- Five Stars Deluxe
c) On the basis of its location:
- City/Downtown/commercial Hotel: located in the center of the
city.
- Suburban hotels: in the suburb of cities with a moderate price.
- Airport hotels: near to airports, especially international airports.
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- Beach Resorts Hotels: sun and beach tourism
- Wild resort Hotels: for natural tourism
- Rotating Hotels or Rotels: hotels which rotate on wheels, like
Palace on wheels which is located in a luxury train.
- Floating Hotels or floatels: on the surface of the water, such as
House Boats in Kashmir Dal Lake.
- Hotels on boats, houseboats, or Boatels: hotels in Luxury boats or
yacths. An example can be Sukoon (located in Kashmir), which
is an eco-luxury houseboat. Given the fact of being a luxury
accommodation its price is much higher than average, in the case
of sukoon the price is 10950-11700 rupees/night, depending on
the season. ($159.90-170.85, checked in February, 2016)
d) On the basis of ownership:
- Time share: individual people purchasing the ownership of the
accommodation during a limited period of time.
- Condominium hotels: joint ownership basis.
- Chain hotels: the hotel operates under a franchise.
- Independent hotels: run and managed by itself.
- Franchise: under a contract, a hotel can operate under a referral
group so that it can benefit from its brand image, patents, and/or
other tangible/intangible assets of the franchising company.
e) On the basis if length of Stay:
- Residential Hotels: Rents on monthly or yearly basis
-Transit hotels: very economical hotels in which the length of hotels is very
short.
f) On the Basis of its nature:
- Heritage Hotels: A Heritage Category Hotel consists in an Old
historic building (prior to 1950) that has been converted into a
luxurious hotel. E.g.: Falaknuma Palace (Hyrabad, India). The
building was opened as a Palace in 1893 but re-opened as a hotel
in 2010.
- Boutique hotels: very small and expensive hotels whose target
audience is mainly elite class.
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- Government Approved Hotels: hotels which don’t fit on any star
category, but provide a minimum level to be approved by the
government.
3. Guidelines for Star Category Hotels and Heritage Category Hotels
classification in India (an overview)
Hotels are one of the most important facilities within the tourism industry, and
they represent one of the most important factors in the tourism experience. A good or a
bad experience in a Hotel can represent the success or the failure of a tourist destination.
And, hotels chains know it. Therefore, every hotel tries to give the best service they can.
A hotel manager knows that a satisfied customer might represent a source of new
clients, while an unsatisfied one will represent a lack of future clients for sure.
Hotels in India are required to have different facilities in order to get different
classifications. These requirements are indicated in the Revised Guideline for
Classification or Reclassification of hotels 04-09-2013, the scheme formulated for
classification of operational hotels is applicable to the following categories:
1. Star Category Hotels: Subdivided in 5 stars Deluxe, 5 Stars, 4 Stars, 3 Stars, 2
Stars, and 1 Star.
2. Heritage Category Hotels: subdivided in Heritage Grand, Heritage Classic, and
Heritage Basic.
This Guideline reflects, by its note number 3 that Time –Sharing
accommodation is also considered for classification following these same guidelines.
As for the checklist provided by the Tourism Industry, we could summarize it
the following way:
• General facilities: The general facilities are mandatory for every
category, except “Establishment to have public liability insurance”
which is desirable in all categories.
• Guest rooms: The requirement of “minimum 10 lettable rooms, all
rooms with outside window/ventilation” is common to every
category. However, the minimum size of bedroom varies depending
on the category, being 120 sq. ft. the minimum for 1-2 stars hotels,
130 sq. ft. for 3 stars hotels, 140 sq. ft. for 4 stars hotels, and 200 sq.
ft. 5 Stars and 5 Stars Deluxe hotels. The percentage or rooms with
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air conditioning required varies depending on the category being
25% the minimum required for 1-2 stars, 50% for 3 Stars hotels and
100% for 4 Stars, 5 starts and 5 Stars Deluxe hotels. Suites and safe
keeping (in room safe are required in 4 Stars, 5 stars, and 5 stars
Deluxe hotels.
• Bathroom: the minimum size stands 30 sq. ft. for 1-2 Stars, 36 sq. ft.
3-4 Stars and 45 sq. ft. for 5 Stars and 5 stars deluxe hotels.
Additionally, bottled toiletries products are required for 4 Stars, 5
Stars and 5 Stars deluxe hotels.
• Food and Beverage: the bar is needed for 4 Stars, 5 Stars and 5 Stars
deluxe hotels. However, in places where bar licenses is prohibited for
a hotel because of local laws. But, wherever, is allowed the hotel
must get the bar licenses first and then apply for classification to the
Ministry. Alcohol prohibition in India is in force in the States of
Gujarat (North- West) Bihar (North-East), Nagaland (North-East),
some parts of the State of Manipur (North-East), the Union Territory
of Lakshadweep, and Kerala (Since 2015). However, Bihar has
announced that the sale of Alcohol will be permitted since 1st April,
2016.
• Kitchen or Food Production area: requirements stand almost the
same in all stars categories. However, the air conditioning at the wet
garbage area is not compulsory for 1 and 2 Stars hotels.
• Staff: English speaking staff is compulsory for 3, 4, 5, stars, and 5
stars deluxe hotels. The percentage of superiorly staff required is
20% for 1 and 2 Stars hotels, 40% for 3 and 4 Stars hotels, and 80%
for 5 stars and 5 stars deluxe hotels. The percentage of skilled staff
required stands 20% for 1 and 2 stars hotels, 30% for 3 and 4 stars
hotels and 60% for 5 stars and 5 stars deluxe hotels.
• Code of conduct for safe and honorable tourism: is binding in all
categories.
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• Guest services: 5 stars and five stars deluxe hotels are required to
have: laundry, health –fitness facilities, and utility shop. Shoe
cleaning (shoe horn and slippers) is a must for 4 stars and 5 stars
hotels. As well as the newspaper.
• Safety and security: 4 stars, 5 stars, and 5 stars deluxe hotels will
have to own and under belly scanner to screen vehicles. Additionally,
5 stars and five stars deluxe hotels will need to have an X-Ray
Machine.
• Communication facilities:
o New 4 stars, 5 stars and 5 stars deluxe hotels which shall
start operating from the 1st April, 2016 will be required to
have telephone facility within arm’s reach of the toilet’s
seat. Nevertheless, those who have become operational or
will become operational before the 31nd March, 2016 will
be required to have this facility from 1st April, 2022.
o 4 stars, 5 stars and 5 stars deluxe will be required to have
an in room internet connection, and business center.
o Only 5 stars and 5 stars deluxe hotels will be asked to own
a swimming pool and conference facilities.
4. Guidelines for classification of heritage hotels
Even if the previous Guidelines were applicable to the Heritage Hotels, the
Federation of Hotel and Restaurant association of India has created another Guideline
for classification of Heritage Hotels which the Department of Tourism (inside the
Tourism Ministry) has accepted. In fact, an “Demand Draft for Rs.12,000/- for hotel
projects planned for Heritage, Hotel category drawn in favor of “Pay & Accounts
Officer, Department of Tourism, New Delhi” must be attached with the application”
Application fee is required.
These new Guidelines provide a better and more complete definition about what a
Heritage Hotel is. A Heritage Hotel is run inside places like palaces, castles, forts,
havelies, hunting loges, residence no matter the size, it must have been built before
1950. These constructions must keep the classical architectural features and must show
the classical way of life. The renovations must be respectful with these features, and
must not represent more than the 50% of the previously built area.
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The classification of Heritage Hotels stands the following:
a. Heritage: hotels run in historical buildings built before 1950 with a minimum
of 5 rooms (10 beds).
b. Heritage Classic: hotels run in historical buildings built before 1935 with a
minimum of 15 rooms (30 beds).
c. Heritage Grand: hotels run in historical buildings built before 1935 with a
minimum of 15 rooms (30 beds).
As we can see, in this aspect, the requirements for Heritage Classic and Heritage
Grand are the same. However, the special features are slightly different:
Heritage: The general ambience should conform the overall concept of heritage
and architectural distinctiveness. They aren’t required neither to have any sport
facility nor continental cuisine.
Heritage Classic: The general ambience should conform the overall concept of
heritage and architectural distinctiveness. They are required to have at least one
of the following sport facilities: Swimming Pool, Health Club, Lawn Tennis,
squash, Riding, Golf Course, provided the ownership vests with the concerned
hotel. Apart from these facilities, credit would also be given for supplementary
sporting facilities such as Golf, Boating, Sailing, Fishing or other adventure
sports such as Ballooning, Parasailing, Wind-surfing, Safari excursions,
Trekking etc. and indoor games. Additionally, they are required to have 4 items
of continental cuisine, traditional cuisine is binding.
Heritage Grand: The general ambience should conform the overall concept of
heritage and architectural distinctiveness. They are required to have at least two
of the following sport facilities: Swimming Pool, Health Club, Lawn Tennis,
squash, Riding, Golf Course, provided the ownership vests with the concerned
hotel. Apart from these facilities, credit would also be given for supplementary
sporting facilities such as Golf, Boating, Sailing, Fishing or other adventure
sports such as Ballooning, Parasailing, Wind-surfing, Safari excursions,
Trekking etc. and indoor games. Additionally, they are required to offer
continental cuisine as well as the traditional one.
5. The Code of Conduct for Safe and Honorable tourism (an overview).
We have previously mentioned the Code of Conduct for Safe and Honorable
tourism in the checklist of the Guideline for classification and reclassification of hotels.
However, given its importance, deeper information about it should be provided in order
to enable the reader to understand the Indian Guidelines for Classification and
reclassification of hotels properly. Therefore, and special point about this point has
been, hereby, added.
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This Code, which has been adopted in all Indian hotels regardless of their
category on 1st July, 2010, even if the code itself establishes “This is not a legally
binding instrument but a set of guidelines for the tourism industry”, is divided in four
sections:
▪ 1st Safe and honorable tourism
▪ 2nd Applicability
▪ 3rd Guidelines for the travel and tourism industry
▪ 4th Key Messages for awareness building and disseminations
1st section: Safe and honorable tourism
The Indian tourism Ministry has been trying to allocate India as a global tourism
brand by means of creating the: अतिति देवी भाव (Ahithi devo bhava, Guest is God)
Principle to make sure the tourist experience is gratifying. In addition to this new
principle, the Tourism Ministry is trying to maximize the previous principles (pillars)
adopted by Indian tourism policy dated on 2002 which are the followings: स्वागि
(swagat, welcome), सूचना (soochana, information), सुतवधा (suvidha, facilitation),
सुरक्षा (suraksha safety), सहयोग (sahyog, cooperation), संरचनाएँ (samrachanam,
infrastructure development), and सफाई (safai, cleanliness). Of course, this code gives
special importance to the safety principle, which is its main objective. In addition to this
main of safety, specific objectives shall be added:
- To motivate the tourism activity to be respectful with basic rights.
- Prevention of prostitution, sex tourism and forms of sexual exploitations to
safeguard the safety of people, in particular women and children. (India is one of
the main sex tourism destination)
- Increase prevention of activities like involuntary drug consumption, manipulated
and or incorrect information, or cultural and social intolerance. (This could
increase the probability of criminal acts).
2nd section: Applicability
As specified before (read above) this code would not have to be bindingly
established. This code would be nothing more than a set of techniques or strategies
designed by the Indian Tourism Ministry, with the main purpose of improving the
tourism experience by creating a safer environment in the tourism industry.
3rd section: Guidelines for the travel and tourism industry
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This is probably the most important section of this code as it has specific
information and techniques which might be applied within the tourism industry in order
to create a safer and most enjoyable environment, in order to improve (as said before)
the tourism experience. The Indian Tourism Ministry has divided this section in five
areas, which stand thus:
1. Information and training of personnel: sets a series of techniques and
attitudes practices the tourism industry staff shall incorporate in their daily
activity (enhancing vigilance, not treating identified victims as criminals but
as people in need of care, reporting abusive behavior…)
2. Public awareness and guest notifications: this point shows a series of
techniques designed with the aim of avoiding cultural and social
confrontations (providing information on local social and cultural beliefs and
norms, or assisting tourists with guidance on safety tips are examples of
these techniques)
3. Regulated use of premises and official equipment: (prohibition of usage of
illicit substances, sexual violations, promotion or usage of materials which
could increase vulnerability to sexual exploitation…)
4. Ethical Business practices and marketing: (incurring on techniques like
blacklisting any tourism company who undermines the safety of persons or
not using sexually explicit images in marketing campaigns).
5. Implementation and Monitoring: Management /owners shall report on
training initiatives carried out for staff and means to raise awareness on
safety among guests, personnel, and service providers.
4th section: Key Messages for awareness building and disseminations
This section consists on a series of messages to aware the need of establishing
these guidelines as well as the social situation especially in terms of safety. This section
confers especial importance to the situation of children and women in India by
mentioning the India Country report 2008; Ministry of women and Children, and the
United Nation Protocol to prevent suppress and punish trafficking in persons, especially
women and children.
About this section we should say, the messages are divided in two parts, being the first
one “Enhancing safety and security of all tourists” and the second one “Enhancing
safety of local people”.
6. Accessibility requirements in Indian hotels (an overview)
According to the Annual Report of 2014-1015 of tourism provided by the Indian
Tourism Ministry, this last Ministry has taken initiatives regarded in the Act for Equal
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Opportunities, Protection of Right and Full participation for persons with disabilities
(1995) to make the tourism experience accessible to disabled people.
In this paper, I will focus firstly on the Guidelines for classification or
reclassification of hotels provided by the Indian Tourism Ministry. The list of
requirements to make hotels accessible for disabled people stands thus:
1. All Star hotels must provide at least one room for disabled people, in which
there must be:
• A door with a minimum width of one meter.
• Low height furniture
• Low peep hole
• Low hangers inside the cupboard
• Audible and visible blinking light alarm system.
2. A ramp with anti-slip floor at the entrance. In five Stars and five stars deluxe
hotels there should be a free accessibility in all public areas. And, at least,
free accessibility to one of the restaurants.
3. A maximum height for the urinal in all Public Restrooms (those who are
unisex) of 24” (60.96 cm). And, it should have grab bars.
At the same time, financial assistance will be provided to the State Government
or Union Territory Administration by the Tourism Ministry for ensuring a barrier free
environment at tourist places and make sure tourist destinations are also accessible.
In order to make sure that the implementation of the decision of ensuring that the
facilities to these modifications or additions to the building bye-laws from 1983 are
made available by the State Governments or Union Territory Administrations, the
Indian Ministry states that the following manners would monitor it:
The State Government or the Union Territory Administration shall send a
certificate along with project proposal to indicate that disabled friendly public
facilities have been incorporated in the design of the built up area.
At the same time of realizing facilities a certificate of final installment indicating
the construction has been made according to the amended State building by-
laws/Ministry of urban development’s Notification of 28th Aug, 2002 (barrier
free environment)
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The State Governments or Union Territory Administration shall ensure that
these sorts of facilities have been incorporated in the detailed estimates.
7. Conclusions:
The tourism sector is one of the most important economic sectors among
the Indian economy in terms of contribution to the GDP and employment
economy.
The contribution to the GDP and employment economy by the tourism
Industry is forecasted to grow during the following years.
Indian Hospitality Industry categories hotels depending on many bases
(nature, size, ownership…)
Indian Ministry of Tourism is more and more concerned about the safety
and accessibility of the hotel establishments.
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Additional Information:
Alcohol Laws:
Article 47 in the Constitution of India 1949
“47. Duty of the State to raise the level of nutrition and the standard of living and to
improve public health The State shall regard the raising of the level of nutrition and the
standard of living of its people and the improvement of public health as among its
primary duties and, in particular, the State shall endeavour to bring about prohibition of
the consumption except for medicinal purposes of intoxicating drinks and of drugs
which are injurious to health”
Even if dry law is applied depending on the State, there are three days in which the Dry
Law is applied all across India:
1. Republic Day (January 26)
2. Independence Day (August 15)
3. Gandhi Jayanti (October 2)
In Gujarat: Foreigners, (including Non Resident Indians and Overseas Citizens
of India) are able to acquire a 30 days permit to buy liquor at designated 5 stars hotels.
However, this permit only provides permission to buy 2 units of liquor (1 unit=750ml)
each 10 days. Requirements:
- Foreign Passport, or Non Resident Indian Card, or Overseas Citizen of India
Card, or Person of Indian Origin Card.
- Showing the Address you’re going to stay E.g.: Hotel Business Card.
Drunk Driving Law states that the limit of Alcohol permitted for driving in India
is 0.03% Penalties: 2000-1000 Rupees and 6 months- 4 years imprisonment.
(Penalties are applied depending on the blood alcohol content).
Drinking age also varies depending on the State: 18 (e.g.: Goa, Karnataka, Uttar
Pradesh), 21 (e.g.: Rajasthan), 25 (e.g. Delhi, Punjab), or even 30 years old ( e.g.:
Maharashtra).
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Bibliography:
World Travel &Tourism Council « Economic Impact 2015 India »
https://www.wttc.org/-
/media/files/reports/economic%20impact%20research/countries%202015/india2015.pdf
« Indian Constitution, 1949 » Available to read at : https://india.gov.in/my-
government/constitution-india/constitution-india-full-text
« Cambridge dictionary online » http://dictionary.cambridge.org/
“Code of conduct for safe and honourable tourism”. United Nations Office on Drugs
and Crime (UNODC), Pacific Asia Travel Association (PATA), Save the Children India
(adopted on 2010)
“Annual Report 2014-2015”. Ministry of Tourism, Government of India
“Amendment in the existing Guidelines for classification/Reclassification of hotels”
Government of India, Ministry of India (H&R Division), (04-09-2013)
“Guidelines for classification of heritage hotels”, Federation of Hotel and Restaurant
association of India
“Classification of hotels” Shantimani Sathwara, Assistant professor at PCTE.
No date available. Link: http://es.slideshare.net/Shantimani/classification-of-hotels
The Business of tourism: concepts and Strategies. Author: A.K. Bhatia (2006), New
Delhi Page: 177