organization study at ktdc hotels and resorts ltd
DESCRIPTION
organization studyTRANSCRIPT
CHAPTER 1
INTRODUCTION
Tourism is a pleasure activity. Tourism arises from the movement of people to and their stay in different destination the movement is of a temporary and short duration and there has to be a particular purpose behind to this.
In 1976 tourism society of England defines it as tourism is the temporary short team movement of people to destination outside the place where they normally work and their activities during the stay at each destination it include movement of all purpose
Organization study was carried in Kerala tourism development corporation it corporate office located at Trivandrum
The fastest growth of the tourism industry has created a demand for new tourism has wider implication passing not only economic benefits but also social and cultural benefits as well
Tourism is a benefits of providing travel ,accommodation, food ,entertainment for the people who have travel tour , trade etc .all tourism include some land of travel but all travel is not tourism
The Kerala tourism development corporation is a public sector undertaking that conducts and regulates the tourism activities of India state of Kerala the KTDC is headquarter in Trivandrum and has office across all the districts of Kerala the agency also operates hotels resorts and tourist rest houses in key locations in the sate it’s official slogan is official host to “god’s own county” it is one of the most profitable ventures of the Kerala.
1.1 OBJECTIVES OF THE STUDY
To get in touch with the industrial and organizational environment.
To understand the actual working condition in the organization.
To evaluate the overall performance of the organization in promoting the
tourism industry in Kerala.
To know about organizational structure.
To understand the functions of different departments in the organization.
To get familiarization with the policies and procedures of the organization.
To analyze the strengths, weaknesses, opportunities and threats of the
organization.
1.2 METHODOLOGY
Data was collected from both primary as well as secondary sources. Primary data was
collected through observation and from direct personal interviews with selected
personnel. Secondary data has been collected from the Company website, annual report
of the company, journals and magazines, catalogue, brochures etc.
1.3 PERIOD OF THE STUDY
The organization study was conducted at KTDC Hotels and Resorts Ltd for a period of
one week from 29th July to 5th August 2013.
1.4 SCOPE OF THE STUDY
The study was undertaken to get a clear cut idea regarding the functioning of the
organization. The study is useful in assessing the quality and performance of the
organization. The study covers the entire functioning of the organization, the activities of
different departments, the co-ordination among the departments etc. Also the study helps
in bridging the gap between theory and practice of management.
1.5 LIMITATIONS
Limited time was a major constraint. As the time allotted for the study was
only one week, detailed study was not possible.
Since the managers of different departments were engaged in various projects,
the collection of data through interviews was a bit difficult.
Employees were not able to spend time due to their work adjustments.
Due to the busy schedule officials only a limited data can be collected.
CHAPTERISATION
Chapter 1: Gives an introduction to the study. This chapter includes
objectives of the study, scope of the study, methodology and limitations of the
study.
Chapter 2: Deals with the industry in which KTDC is operating.
Chapter 3: Deals with the company profile, vision, mission, objectives &
product profile.
Chapter 4: Organizational Structure and Functional Departments.
Chapter 5: SWOT analysis.
Chapter 6: Deals with the findings, suggestions & conclusion of the study.
CHAPTER 2
INDUSTRY PROFILE
2.1. WORLD TOURISM
Tourism has emerged as the largest service industry globally in terms of gross revenue as
well as foreign exchange earnings. It is travel for recreation, leisure or business purposes.
The World Tourism Organization defines Tourists as people "traveling to and staying in
places outside their usual environment for not more than one consecutive year for leisure,
business and other purposes."
The importance of technology innovation in tourism, especially of the World Wide Web,
has increased tremendously over the past years and this trend will certainly continue.
Early forms of technology in the travel and tourism industry were systems which linked
tour operators to travel agencies via terminals and allowed travel agents to make
bookings through the system. Various high- tech information and communication
technologies are used in tourism sector all around the world. They are used for tourism
product development, marketing, distribution, and training of tourism sector personnel.
Tourism has become a popular global leisure activity. In 2010, there were over 940
million international tourist arrivals worldwide; representing a growth of 6.6% when
compared to 2009.International tourism receipts grew to US$919 billion in 2010,
corresponding to an increase in real terms of 4.7%.
As a result of the late-2000s recession, international travel demand suffered a strong
slowdown from the second halfof2008 through the end of 2009. After a 5% increase in
the first half of 2008, growth in international tourist arrivals moved into negative territory
in the second half of 2008, and ended up only 2% for the year, compared to a 7% increase
in 2007. This negative trend intensified during 2009, exacerbated in some countries due
to the outbreak of the HINI influenza virus, resulting in a worldwide decline of 4.2% in
2009 to 880 million international tourists’ arrivals, and a 5.7% decline in international
tourism receipts. International tourist arrivals reached a total or 980 millions in 2011, up
from 940 million in 2010.
Tourism is important and in some cases vital for many countries, such as France, Egypt,
Greece, Lebanon, Israel, the United States, the United Kingdom, Spain, Italy, and
Thailand, and many island nations, such as Mauritius, The Bahamas. Fiji, Maldives,
Philippines and the Seychelles. It brings in large amounts of income in payment for
goods and services available, contributing an estimated 5% to the worldwide gross
domestic product (GDP), and it creates opportunities for employment in the service
industries associated with tourism. These service industries include transportation
services such as airlines, cruise ships and taxicabs; hospitality services, such as
accommodations, including hotels and resorts; and entertainment venues, such as
amusement parks, casinos, shopping malls, music venues and theatres.
Fig. 2.1 International Tourist Arrivals (in millions)
(Source: Secondary data)
Technological advantages in transport and communication have made the world more
accessible to more people, and aroused the desire to experience more of it. Higher
incomes in the western world and increased leisure time contribute to demand.
As countries develops the desire to experience more to it... As countries develop, the
desire for contribute to demand. As country develops, the desire for travel and tourism
grows among the people. China and Eastern Europe are examples of the development of
the freedom and means to travel not available even ten years ago.
Table No. 2.1: Growth rate of travel and tourism market
(Source: Secondary data)
2.2 TOURISM IN INDIA
Tourism is one of the fastest growing sectors of the Indian economy, bringing foreign
exchange earning to the country. As a manner of fact, travel and tourism industry is the
second largest foreign exchange earner of India, and the government has given travel and
tourism organizations export house status. The tourism industry also provides
employment to millions of people both directly and indirectly through its linkage with
other sectors of economy. According to an estimate, total direct employment in the
tourism sector alone is around 20 million. The buoyancy in the tourism industry can be
attributed to several factors.
First, the tremendous growth of the economy has resulted in more disposable income in
the hands of middleclass, there by prompting increasingly large number of people to
spend money on vacations abroad or home. This combined with the increasing awareness
about”work life balance” and an increase sense of adventure is driving the double-digit
growth rate for domestic and outbound travel from India.
Second India is a booming IT hub and more and more people are coming to India for
business trips.
Third, aggressive advertising campaign ”incredible India” by tourism ministry has played
a major role in changing the image of India from that of the land of snake charmers to a
hot and happening place and has sparked renewed interest among foreign travelers.
The increased disposable incomes and willingness to splurge on seeing the world has led
people taking more holidays of shorter durations. This was led to the evolution of a new
’Weekend Getaway ‘concept. More and more travelers are opting for the lesser travelled
road within the country and plan their travel to these destinations during the
weekends/short breaks. A large population, rising income levels and changing conception
patterns together have created a large addressable market in 2002, the government
announced a new tourism policy to give boost to the sector. The policy was built around
seven 5 — Mantra of Swaagat (welcome), Soochanaa (information), Suvidhaa
(facilitation), Surakshaa(security), Sahyog (cooperation), Sanrachnaa (infrastructure), and
Safaai (cleanliness).
The policy proposes the inclusion of tourism in the concurrent list of the Constitution to
enable the Central and State Governments to participate in the development of the sector.
The policy also advocated no approvals required for foreign equity of up to 51% in
tourism projects and NRI investment up to 100% were allowed. In addition 50% of the
profit derived by hotels, travel agents and tour operators in the foreign exchange are
expect from income-tax. The remaining profits are also exempt if reinvested in a tourism
related project.
2.3 TOURISM IN KERALA
2.3.1 LOCATION
Kerala lies on the tropical Malabar Cost of southernmost tip of Lydia. It is placed
between the Western Ghats mountain range on the east and the Arabian Sea on the west.
Legend says that Parashuram, the sixth incarnation of Lord Vishnu threw his axe into the
sea from Gokarnam (near present day Mangalore) and it is believed the sea retreated from
where his axe fell to give birth to Kerala!
2.3.2 KERALA- GODS OWN COUNTRY
Kerala is the one of the most popular tourism destination in the country. It is named as
one of the ten paradises of the world by the National Geographic Traveler. Kerala is
famous especially for its ecotourism initiatives. Within its breath taking natural beauty,
Kerala attacked people even from abroad. Its unique culture and traditions, coupled with
its varied demography, has made Kerala one of the most popular tourist destinations in
the world. Growing at a rate of l3.3 l %. The tourism industry is a major contributor to
the state's economy. Kerala is probably the greenest place we will ever see. The coconut
palms, emerald paddy fields, the red tiles houses, the beautiful lakes and beaches will
remain long lasting impression to any visitors. The colorful festivals, various types of
dances, martial arts and wildlife sanctuaries are the other attractions.
On the time of 1980s, Kerala was a relatively an unknown destination, with most tourists
concentrated around the northern parts of the country. So Kerala government launched
the Kerala Tourism Development Corporation agency that oversees tourism prospects of
the state and for the growth of the tourism industry. The tagline of Kerala “God's Own
Country” was adopted in its tourism promotions and became a global super brand. Kerala
is regarded as one of the destinations with the highest brand in tourism. Infrastructure
facilities starts to develop and tourism now contributes a fair share to the state economy.
2.4 SECTORS
2.4.1Joint Venture Companies
TRKL has been able to enter joint venture agreements with industry majors like Taj&
Oberoi, Hotels of India. The Joint Venture Company with Indian Hotel Company Ltd. of
Taj group under the name Taj Kerala Hotels and Resorts Ltd (TKHRL) is currently
operating hotels at Varkala, Kumarakom&Ernakulam.
2.4.2 PPP Model Projects
The consistent growth of tourism sector in Kerala and consequent growth in inflow of
tourists in the state creates an infrastructure gap and hence need for developing new
viable projects in the sector. By utilizing unutilized land under the Government and
combining the strengths of the Government and Private sector, large scale tourism
projects on Public-Private –Partnership (PPP) mode are being planned by TRKL. As part
of this, activities for setting up of large scale tourism projects on PPP mode are being
taken up now at Veli and Varkala in Thiruvanathapuram. More projects on this at other
places are also on the anvil.
2.4.3 Government Owned Projects
Tourism Based Public Infrastructure Projects: TRKL is engaged in developing tourism
based public spaces at various places in Kerala. The projects implemented by TRKL
under this category are,
Saraovaram Bio Park, Kozhikode
Overbury’s Folly, Thalassery
Sea View Park, Thalassery
Centenary Park, Thalassery
On commissioning, the projects were handed over to Destination Management Councils
(DMC)/DTPC for day to day maintenance and management. The works of conservation
of Thali Temple premises at Kozhikode is in the final stage.
2.4.4SAPARYA (Synergizing Actions through Participatory Approach) Tourism Project
SAPARYA is a pioneering effort of Kerala Tourism for mapping and developing the
tourism resources of a destination, for comprehensive development, through participatory
approach. The project put forwards a bottom up approach in participatory planning and
development involving inclusive community sensitization and consultation at the LSGI
level and also with NGOs, Institutions, Travel – Trade & Hospitality Industries, Experts,
and Local People etc. This unique approach will help in creating and developing new
tourism projects and untapped destinations within Kerala thereby opening new revenue
and growth opportunities for the state. The unique proposition of overall development of
the destination through tourism by integrating other sectors like Agriculture, Fisheries,
Traditional industries etc. by linking them to tourism through products like village life
experiences etc. and optimum utilization of Government Resources through integrated
development planning can bring in huge rewards to the state. The pilot phase is being
implemented in selected regions in Pathanamthitta, Kottayam, Kannur and
Kasaragod districts.
2.4.5EnteNaadu Resident Entrepreneur– Non Resident Keralite(RE-NRK) Partnership
Projects
“Ente Nadu PravasiKoottayma” was organized and conducted at the International
Convention Centre, Hotel Le’ Meridian, Kochi on 23rd December 2008 to provide a
conducive platform for NRKs and resident entrepreneurs to meet and start new business
ventures. TRKL was designated as the nodal agency for conducting the meet. The meet
acted as an initial stepping stone for this. Subsequently, a web based platform –
www.trkl.in was developed and hosted to provide, a permanent platform for investment
facilitation that provides opportunity to,
i. Submit projects for facilitation
ii. View projects in the Project Bank
iii. Schedule meetings among Entrepreneur/ Investor/TRKL
iv. Understand about tourism infrastructure opportunities and access tourism related
Information
2.5 COMPETEITORS
2.5.1 PUBLIC SECTOR PLAYERS
• ITDC hotels
• Hotel Corporation of India
2.5.2PRIVATE SECTOR PLAYERS
• Indian Hotels Company Ltd (The Taj Hotel Resorts and palaces)
• Oberoi Hotels
• Hotel Leela Venture
• Asian Hotels Ltd
• Radisson hotel and resorts
CHAPTER 3
COMPANY PROFILE
3.1 BACKGROUND
KTDC HOTELS AND RESORTS LIMITED – The Official Host to God’s Own
Country
The Kerala Tourism Development Corporation Limited is a government agency headed
by Mr. Vijayan Thomas (Chairman) that regulated the tourism activities of the Indian
state of Kerala. The KTDC is head quartered at Trivandrum, and has offices across all the
districts of Kerala. KTDC also operated hotels, resorts and tourist rest houses in different
key locations within the state. The Kerala Tourism Development Corporation Limited
(KTDC Hotels & Resorts) was incorporated as a Private Limited Company on 29-12-
1965 initially by name Kerala Tourists & Handicrafts Development Corporation (P)
Limited. KTDC Hotels & Resorts commenced business from 01-04-1966 by taking over
Mascot Hotel, Thiruvananthapuram, Kovalam Beach House, AranyaNivas, Thekkady,
Periyar House, Thekkady and Edappalayam Tourist Benglavu. The Corporation was later
renamed as Kerala Tourism Development Limited with effect from 15-07-1970.
Government has recently approved a proposal to again change the name as KTDC Hotels
& Resorts Official Slogan: “Official host to God’s Own Country”. The KTDC, which
owns the largest hotel chain in Kerala, has over 60 properties across the state. It ranges
from the most luxurious palaces to simple budget accommodation. All of them
meticulously designed to provide convenience and comfort.
With an array of prime properties set in the finest spots of Kerala’s theme destinations,
Kerala Tourism Development Corporation, the largest hotel chain in Kerala, present
exotic ways to experience Kerala.
The Kerala Tourism Development Corporation has a diversity of hotels, from the most
luxurious to the most economical from small motel to world-class resorts, providing
something for every taste and budget. The Corporation operated 16 hotels, 14 Tamarind
Easy Hotels, 12 motels, 18 beer parlors and 3 restaurants. It has tours and travels division
having a fleet of coaches, tourists’ reception centers at Trivandrum, Kochi, Kozhikode
and Kumily render valuable service to the tourist. In addition KTDC is having one Centre
Reservation Department, 4 Tourist Reception Centers, 1 Transport Division and a Water
Sport at Veli. Moreover KTDC is having a Shopping Complex at Cochin and a subsidiary
company names as TRK, Travel and Resort (Kerala) company Limited.
Another major activity is the food festivals conducted by KTDC mainly at Mascot Hotel,
Trivandrum and occasionally in other centers KTDC participant in India International
Trade fair held at Pragathi Mandan, New Delhi every year. KTDC operates pilgrim’s
shelter at Sabarimala every operated at Pambawhich serves lakes of pilgrims.
KTDC has renovated all its major hotels like Mascot Hotel, AranyaNivas and Lake
Palace, Thekkady, Hotel Samudra, Kovalam and Nandavanam, Guruvayoor. The
Amusement Park at Veli Tourist Village commissioned recently is an important feature
of the tourist spot “Neeraja” the floating restaurant at Veli has been revamped,
“Kettuvallam” houseboats of the “Tharavaadu style” at Kumarakam Tourist complex are
in operation. Speed boats and cruise boats on hire available are attracting a lot of tourist.
Kerala Tourism Development Corporation is actively participating in building up basic
infrastructure needed for the development of Tourism in state. They operate star hotels,
budget hotels, motel Aarams, YatriNivases, restaurants and beer parlors, central
reservation systems and conduct tours, developing Mascot Hotel into a five star deluxe
hotel, construction of four star hotel at Munnar, construction of heritage resort at
Kumarakam, developing Bolghatty Palace as Heritage Hotel etc. are some of the projects
taken by KTDC at present.
Kerala Tourism Development Corporation (KTDC) is registered under the Company’s
Act 1956, KTDC, the state’s premier destination developer, owns over 60 properties
across the state. With properties ranging from luxury hotels to budget hotels and motels,
YatriNivases and restaurants, KTDC aptly qualifies as the ‘Official Host to God’s Own
Country’. The premium properties of this largest hotel chain in the State are located in the
most picturesque theme destinations of Kerala. KTDC also offers Ayurveda centers,
cultural entertainment and the best of Kerala’s cuisine at all its major establishments.
KTDC Hotels & Resorts Limited offers comprehensive holiday package – Exclusive
Escapades offers holiday packages that are set in the premium properties of KTDC. As a
pioneering tourism development corporation, KTDC has also introduced innovative
concepts like insured holiday ad rail holidays, which provide a complete Kerala. Limited.
3.2 STRATEGIC INTENT
1. To elevate tourism as the economic and employment priority of the State by
using tourism as the vehicle of growth for physical, social and economic
development of the State.
2. To develop infrastructure through private sector and private-public partnership,
with Government acting as a facilitator and catalyst.
3. To develop and promote tourism products with continuous focus on backwaters,
Ayurveda, performing arts, pilgrim centers, cuisines and eco-tourism. While
promoting Ayurveda, the value of naturopathy herbal medicines and tribal
medicines will also be given due importance.
4. To create sufficient quality human resources in the field of tourism within the
State and strengthen the institutional mechanism.
5. To strengthen the institutional mechanism.
6. To explore and develop new markets for Kerala Tourism products at domestic
and international levels.
7. To conserve and preserve the unique cultural heritage of the State.
8. To ensure the safety and security of tourist.
9. For effectiveness, it is proposed to streamline the management of Premium
Hotels and Budget Hotels, taking them as different entities.
10. It is important to re-brand the YathriNivas into a sophisticated Budget Hotel
brand, which will provide modern facilities at a reasonable rate.
11. Training Division to be established to provide continuous training programs to
the permanent and contract staff of KTDC.
12. The investment needs to be addressed in a rational way which will not affect the
financial viability i.e., debt-equity ratio for the investment should be in such a
manner that the debt component can be absorbed by KTDC.
13. Renovation of the existing properties (which are due) needs to be given priority.
Maintenance also to be given prime importance.
14. Attention to be given to capacity enhancement of the existing business places by
utilizing the land available in the property premises.
15. Clear cut marketing strategy has to be evolved for different product lines. Online
reservation system and virtual walk through has to be introduced in a time bound
manner.
16. Non-profitable units working in rented buildings to be closed down.
17. Travel & Tours division to be made more effective by bringing down the
overheads and also exploring the possibilities of out-sourcing.
18. The investment to be arranged towards new and upcoming destinations such as
Wayanadu and Kannur districts.
3.3 VISION
“To make KTDC the official host to God’s Own Country, the best service provider in the
hospitality industry with basic infrastructure and state of the art facilities, focusing on
environment conservation and preservation, adding impetus to local supplies and human
resources and thereby positioning as a Premier PSU in the hospitality sector in Kerala”
3.4 MISSION
“To provide leadership and play a catalytic role in the development of tourism
infrastructure in the State and to achieve excellence in strategic business operations
through professionalism, efficiency, value for money and customer satisfaction”
3.5 OBJECTIVES OF KTDC
1. To develop the potentialities of tourism in Kerala.
2. To create &protect the image of Kerala, its tradition and culture throughout the
world.
3. To develop the waterways of Kerala for tourism promotion.
4. To start, operate and promote establishments undertakings and of any description
what so ever which in the opinion of the company are likely to facilitate tourism
development in Kerala.
5. To improve tourism in the state.
3.6 MAJOR FACTS ABOUT THE ORGANIZATION
KTDC is a Government Company established in the year 1965 with the main objective of
facilitating the infrastructure for tourism development in the state, the company has so far
successfully attained its objective there by becoming the largest in hotel network in the
state conduct tour programs, rent vehicle on rent etc. are some of their services.
Therefore we can say that KTDC definitely play a significant role in the development of
Tourism in the state. A large number of domestic as well as foreign tourists are received
by KTDC every year. They also conduct many programs for tourists which help to attract
a large number of tourists. A large number of tourists also approve the services rendered
to them by KTDC.
KTDC has also won several awards for their best performance from Government of India
like:
Best performing state for 1999, 2000 and 2001 – award for Excellence in Tourism
Most innovative use of information technology – 2001
Best Tourist Film – 2001
Most Tourism friendly International Airport – 2002
Most Eco Friendly Destination – 2002
3.7 PRODUCT PROFILE
Premium hotels - 9
Budget hotels - 8
Tamarind hotels - 14
Motels - 12
Beer parlor - 17
Restaurant - 3
3.7.1 BRANDS OF KTDC HOTELS AND RESORTS LIMITED
PREMIUM HOTELS & RESORTS
• Bolgatty Island Resort (which houses Bolgatty Palace)
• Marina House, Kochi
• Mascot Hotel Trivandrum
• Hotel AranyaNivas, Thekkady
• Lake Palace, located inside the Periyar Tiger Reserve
• AranyaNivasThekkady
• Waterscapes
• Samudra Beach Kovalam
• Tea Country Munnar
MASCOT HOTEL
Fig: Logo of Mascot Hotel
Source: Company Website
Category: Premium Heritage Business Hotel
Mascot Hotel is located in the heart of Trivandrum City, the Capital of Kerala, is the
oldest Star Hotel of KTDC, built during World War 1 to house the officers of the Royal
British Army. And it now stands as a historical edifice polished over time to cater to the
tourists or business travelers with all the comforts of a luxury hotel.
Mascot turn on its lucky charm with the beauty of its past and the comfort of its present,
and with its accessibility to the Capital City, Mascot hotel is indeed the idyllic spot to
plan a grand retreat! In the initial stage it was the residents of British Army officials
there after it was converted into hotels by a British lady later it was undertaken by the
government of Kerala around 1969. When KTDC was formed they give more
concentration on hotel industry. In course of time Mascot Hotel also came under the
control of KTDC, a property that show cases the facilities that reflect the trade mark
magnifications of the East wild Travancore Monarchy and excludes and ambience that
spend luxury and excludes and ambience that spends luxury. Today, it is the most state
off the art business hotel in the city. The hotel is 20mts drive from the International
Airport and 5mts drive from the city Railway station and KSRTC bus station.
For the discerning travelling provides most modern facility 64 rooms (suite, Executive
and Deluxe Room) five conference hall with different seating capacities banquet facilities
board room and executive langue all confirming to international standards restaurants 24
hrs coffee shop, swimming pool, Ayurvediccentre, health club, beauty parlor, travel
assistant, car hire, laundry, florists, , doctor on call, currency exchange etc.
Main competitors of Mascot Hotel, Trivandrum
Muthoot plaza
South Park
TajVivanta
Rajadhani Group of Hotels (MauryaRajadhani, Windsor Rajadhani etc)
Hotel Lucia
Hotel Panda
Keys Hotel
HOTEL SAMUDRA, KOVALAM
(The Beach Garden Hotel)
Fig: Logo of Samudra Hotel
Category: Premium Beach Resort
Hotel Samudra has won the national award for the best property in its category in
the South India. Hotel has a landscaped garden which won acclaim as the best in the
State at the annual International Flower Show held at Thiruvananthapuram. The
Hotel has full-fledged Ayurveda Centre and a fine swimming pool overlooking the
sea. Samudra’s millennium offer includes exclusive discounted packages with
Ayurvedic programs and lots of fun and leisure thrown in.
Main competitors of Samudra Hotel, Trivandrum
Leela Palace
Sagara Beach Resort
Soma Palmshore Beach Resort
Niraamaya Retreats
WATERSCAPES
Category-4 Star Backwater Resort
Water Scapes is one of the famous Ethnic Backwater resorts of Kerala situated at
Kumarakom surrounded by the scenic Lake Vembanad. Kumarakom is a holyday's
paradise.
And nestled in the mangrove woods surrounded the lake is waterscapes. A unique holiday
experience that is Kerala’ very own. Come; wake up to your cozy, thatched cottages
rising on stilts, eight feet above the ground, accessible only by a narrow pathway or
rowboat.
Facilities
There are 40 cottages on 30 Islets laced with canals, Private bath and shower, Satellite
Television and Telephone, Swimming pool, Beer Parlor, Restaurant, Laundry, Doctor on
call, Car-hire facility, Currency Exchange, travel Assistance, Ayurvedic center,
conference hall, Boating, Backwater tour, Sightseeing.
ARANYA NIVAS
Category- Three Star Wildlife Resort
The unspoiltbeauty wild Thekkady opened up by the Official Hosts, Aranyanivas. It is
located at the bank of river Periyar. It is one of the Exotic jungle lodges. Deep inside the
dense, greenwoods, perched on the bank of the Periyar Lake are AranyaNivas or the
Sylvan Abode. This quaint structure in the colonial style is the only property in India set
in the heart of a game reserve. Besides being the ideal holiday retreat, AranyaNivas is
also the perfect venue for a relaxed corporate meet or business conference.
Facility
30 rooms / 1 suit, Room service, Color TV/ Satellite Channels / in-House movies,
Telephone, Restaurant, Bar, Laundry, Doctor on call, Currency Exchange, Travel
Assistance, Car hire, Handicraft emporium, Swimming pool, Boat cruise on the periyar
Lake.
BUDGET HOTELS
The Budget Hotels range includes the “value plus” range hotel properties of KTDC are
three-star hotels. They are:
- Hotel Chaithram, Trivandrum: City business hotel
- Periyar House, Thekkady: Jungle Safari lodge
- Garden House, Malampuzha: Picnic hotel
- Nandanam, Guruvayoor: Pilgrim hotel
- Mangaly, Guruvayoor: Pilgrim hotel
- ThannerkulamAyurvedic Lake Resort, Cherthala: Health resort
- Golden peak, Ponmudy: Honeymoon hotel
- Pepper Grove, SulthanBathery: Spice Garden Hotel
HOTEL CHAITRAM
Located in the heart of the state's capital, hotel Chaithram gives you an
opportunity to explore the city famous for its places and temples. The
internationally renowned Kovalam beaches are also easily accessible from here.
PERIYAR HOUSE
Periyar House is a wildlife resort located on the banks of the Periyar Lake. Ideal
for a closer acquaintance with wildlife. The Periyar wildlife sanctuary is one of
the world's most fascinating natural wildlife reserves. Some of the rarest species
of flora and fauna can be found here.
TAMARIND KTDC EASY HOTELS
It aims to provide the budget travelers with the choicest accommodation in Kerala, the
KTDC Hotels and Resorts Limited have set up a string of hotels located all over Kerala.
The very location of these hotels promoted under the brand name KTDC Tamarind Easy
Hotels allows travelers to explore the lesser known entities, besides the popular
attractions of Kerala.
- Tamarind Neyyar
- Tamarind Kollam
- Tamarind Alappuzha
- Tamarind Changanacherry
- Tamarind Peermedu
- Tamarind Thrissur
- Tamarind Guruvayoor
- Tamarind Nilambur
- Tamarind Mannarkkad
- Tamarind Thirunelly
- Tamarind Kondotty (Kozhikode Airport)
- Tamarind Kannur
- Tamarind Parasinikadavu (Mangattuparambu)
MOTEL ARAAMS
All Motel Araams are wayside amenities with an array of facilities for
travelers. They provide services from 7 a.m. to 10 p.m. which include breakfast, lunch,
dinner and snacks in between with local / continental tastes. There is facility for
organizing parties especially for groups who travel through the respective roads. Parties
can be booked in advance All Motel Araams are wayside amenities with an array of
facilities for travelers.
List of KTDC Motels
Motel Aaram, Kottarakkara
Motel Aaram, Punaloor
Motel Aaram, Palaruvi
Motel Aaram, Kayamkulam
Motel Aaram, Alappuzha
Motel Aaram, Vaikkom
Motel Aaram, Athirapally
Motel Aaram, Kuttipuram
Motel Aaram, Erumayur
Motel Aaram, Vadakara
Motel Aaram, Kannur
SHOPPING COMPLEX
KTDC Shopping Complex, Cochin
KTDC divides the units into centralized and decentralized units. Centralized units are
controlled by the regional offices. KTDC have three regional offices. Regional office
North is at Calicut, Regional office South is at Trivandrum and Regional office central is
at Kochi.
DECENTRALIZED UNITS
Decentralized units consist of large units like Luxury hotels and Budget hotels. They
perform their today functions independently, they have their own administrative and
accounting department they utilize their funds for their day to day commercial functions.
Decentralized units have the right to issue salary certified for their employees.
KTDC the official host of Gods own country, provides the luxury resorts located in the
heart of Kerala's most acclaimed destinations. KTDC brings its extensive understanding
of Kerala to offer the most comprehensive tourism network in Kerala. From reservation
to transits houseboat cruises, to Heritage tours, motels to information centers, holyday
packages to MICE holiday, spices tours to worldwide safaris and more.
KTDC HOLIDAY PACKAGES
With a perfect understanding of varying tourists need KTDC has evolved a
comprehensive tour packages that suit the tourists all over the world.
MICE PACKAGES
With its properties set in some of the most inspiring location in God' Owns Country',
KTDC offers exclusive packages for conducting meeting, Conventions and Exhibitions.
CUSTOMIZED PACKAGES
KTDC also offers packages tailor- made that suit the needs and preference of the
customers.
CENTRAL RESERVATIONS
KTDC have centralized booking networks, which ties up with prime hotel chains
across India. Central Reservation Office is at the KTDC office. The customers can
contact by phone or by mail to book the packages.
CHAPTER 4
ORGANISATIONAL STRUCTURE
4.1 INTRODUCTION
Kerala Tourism Development Corporation Hotels and Resorts Limited following
Functional Organization Structure. Each part has a functional purpose with regard to
helping its internal or external customers. This structure is easy to manage.
Viewing the organizational chart on the Hierarchical manner we can understand that
KTDC’s organization structure is traditional, one where a clearly defined boundary exists
between management and employees. The boundary exists because managers have to be
seen as the top of a hierarchy as if the decision—making process in most important task
for an organization whereas employees are kept at the bottom as if their works is less
important than the managers.
The organizational structure of Kerala Tourism Development Corporation Hotels and
Resorts Limited is headed by Chairman, Board of Directors and a Managing Director.
The Corporation has 8 departments in Corporate Office and three Regional Officers
located at Calicut, Thiruvananthapuram and Ernakulum. There are 18 small units spread
all over the state. Each department has a Departmental Head and under him various
subordinate staff.
Fig No: 4.1 ORGANISATIONAL STRUCTURE
Chairman
The traditional organization structure of Kerala Tourism Development Corporation
Hotels and Resorts Limited is as follows,
Board of Directors
Managing Director
Company Secretary& Finance Controller
Chief Accounting
Officer
Chief Corporate
-e Engineer
Marketing Manager
Commercial
Manager
Personal Officer
Manager Training
Superintendent
Accounts
Officer
Deputy Manager
(Personnel)
StaffsAssistant Manager
Regional Manager
Project Enginee
rs
Senior Accountant
Superintendent
(Administration)
Managers of Hotels
Unit Managers
Assistant Engineer
Vigilance
Officer
Superintendent
Junior Superintendent
Superintendent
Manager CRC
Overseer
Staffs Staffs Staffs Staffs Staffs Staffs Staffs
Level 1 — CHAIRMAN
Chairman controls the overall activity of the organization. He is the reporting officer of
level 2 managers showing the organization chart. He is responsible for solving issues at
his level in most of the situation.
The Chairman of the Board of Directors (the Chairman) role is to lead the work of the
Board of Directors.
DUTIES AND RESPONSIBILITY OF CHAIRMAN
The Chairman has a particular responsibility to ensure that the Board of Directors
operates satisfactorily, and that the duties of the Board of Directors are performed in the
best way possible. The Chairman shall also ensure that board meeting are held as
efficiently as possible, and that the particular
Knowledge and competence of each board member be applied in the best manner
possible to the benefit of the company.
The chairman's shall not perform duties for the company that do not constitute an
inherent part of the Chairman's duties with the exception of isolated tasks that the
chairman is required to perform by and on behalf of the Board of Directors. The main
duties of Chairman are;
Meeting of the Board of Directors
The Board of Directors books of Minutes
Evaluation of the Board of Directors work
Evaluation of the work of the Executive Management
Evaluation of the cooperation between the Board of Directors and the Executive
Managers.
Level 2- MANAGING DIRECTORS
The second level of the organization consists of different heads of functional
departments. The functional managers of Augustan Textile Colors Limited are follows
1. Commercial Manager I
2. Commercial Manager II
3. Marketing Manager
4. Personnel Officer
5. Chief Corporate Engineer
6. Chief Accounts Officer
7. Training Manager
8. System Analyst
The Chief Accountant Officer is controlled by Managing Director through Secretary and
Finance Controller. The reporting officer for the above managers is the Managing
Director. Each of these managers has a clear idea about their respective departments.
They will solve problems in their
departments at their authority in most of the situations otherwise they will refer it to
Chairman.
Level 3- LOWER MANAGEMENT
Every departmental Manager is subordinated by one or more Middle Level Managers,
each of the managers will have a deep technical knowledge about the functions of that
department. It is a promotion post. The vacancies are filled by promotion on the basis of
performance and seniority.
By defining these levels, managers can show other people who is really the boss within
an organization and then to exercise that kind of authority on others by controlling
employees and telling them what to do and the employees have to follow the orders very
precisely irrespective of the problems that may exist in the organization (e.g. Lack of
resources, training etc).
Duties and responsibilities of lower level management
a. Assigning of jobs and tasks to various workers.
b. They guide and instruct workers for day to day activities.
c. They are responsible for the quality as well as quantity of production.
d. They are also entrusted with the responsibility of maintaining good relation in the
organization.
e. They communicate workers problems, suggestions and recommendatory appeals
etc. to the higher level and the higher level goals and objectives to the workers.
f. They help to solve the grievances of the workers.
g. To supervise and guide the sub-ordinates.
h. They are responsible for providing training to the workers.
i. They arrange necessary materials, machines, tools etc. for getting the things done.
j. They prepare periodical repots about the performance of the workers.
k. They ensure discipline in the enterprise.
l. They motivate workers.
4.2 MARKETING DEPARTMENT
Tourism Marketing comprises fact finding, data gathering, analysis (marketing research)
and communication to uniform and promote (promotion), ensuring and facilitating sales,
selection of marketing planning (distribution), co-ordination, control and evaluation
(marketing, planning and audit), developing professionally sound personnel. Marketing
department of KTDC Hotels and Resorts Limited is putting their integral effort to satisfy
tourist and also transforming the potential tourists into actual customers.
Fig no: 4.2 structure of marketing department
4.2.1 OBJECTIVES
To satisfy the customer’s needs and wants through creating and exchanging of
TRC CochinTRC Thiruvananthapuram
TRC DelhiTRC Chennai
Manager CRC & Office
Office
Deputy Manager (Marketing)
Manager (Marketing)
service.
To develop and retain the customers.
To promote Kerala Tourism.
4.2.2 FUNCTIONS
To gather market information and facts and analyzing the information.
To inform the customers and their by promoting the business through press release, tour fests etc.
To analyze customer complaints and to take preventive action against recurrence of similar complaints.
To develop new tour packages that suits the customer preference.
To make additional promotional activities like advertising, publicity etc.
4.2.3 ACTIVITIES
Marketing department of Kerala Tourism Development Corporation Hotels and Resorts
Limited deals with selling, advertisement, printing and distribution, public relation,
hospitality and conducting international tour fest.
DIRECT SELLING
Kerala Tourism Development Corporation Hotels and Resorts Limited adopts direct
selling technique to attract new customers. They have agents throughout India. The
executive directly contact with the tourists and give them necessary information
regarding accommodation, tour packages and their rates. The agents report it to the head
office to make arrangements for them through mail or telephone. The payments are
sending after taking the commission.
ORGANISING NATIONAL AND INTERNATIONAL TRAVEL AND TOUR FAIRS
Kerala Tourism Development Corporation Hotels and Resorts Limited used to conduct
travel and tour fairs tour fairs as a promotional strategy. In this fairs the marketing
executives are appointed to clarify the queries of the travel agents through the world.
ADVERTISING
Kerala Tourism Development Corporation Hotels and Resorts Limited used to give a
number of advertisements about their hotels and their tour packages in TV, Radio and
Magazines etc. and they have their own website www.ktdc.com.
PRISING AND DISTRIBUTION OF VARIOUS TARIFF MATERIALS
Kerala Tourism Development Corporation Hotels and Resorts Limited supplies various
brochures to the agents specifying their tariffs regarding the hotels. For printing
brochures quotations are called from the concerned parties and one with the lowest cost is
selected. Purchase order is issued with the approval of MD.
HOSPITALITY
Kerala Tourism Development Corporation Hotels and Resorts Limited gives importance
to their hospitality. Kerala Tourism Development Corporation Hotels and Resorts
Limited offers free accommodation and other facilities to the foreign tour operators. They
tried their level best to retain their customers and there by attracting the new customers.
HANDLING CUSTOMERS COMPLAINTS
KTDC Hotels gives a feedback form to the customers to collect their opinion regarding
the services and behavior of the Hotels and the Staff's. The Marketing department issues
these feedback forms to the Hotels and analyzes it to make necessary suggestions.
4.2.4 MARKETING MIX ADOPTED BY KTDC
PRODUCT MIX
Like the manufactured product, the potential tourists, cannot feel, taste or sample a
package tour. The tourist’s product is non-material, intangible thing. Every product is
aimed at some marketing and its marketing success depends essentially on its fit with
market. The development of accommodation facility by opening new classified and
unclassified hotels, the channelization, of sale, comfortable and fast transportation
facilities, and availability of sophisticated communication facilities at tourism sites of
hither and thither the sites and hotels are some of the important components of tourist
organizations.
So Kerala Tourism Development Corporation Hotels and Resorts Limited the pioneering
destination developer is bringing its extensive understanding of Kerala by offering the
most comprehensive tourism service network in Kerala. From reservation to transit,
house boat cruises to heritage tourist, motels to information centers, holiday package to
MICE holidays, spice tour wildlife safaris are offered by the official host KTDC.
PRICING
In tourism industry the pricing decision is found critical and challenging since it is a
multi-segment industry when a tourist proposes to visit a particular place, the total cost
on his or her traveling includes the expenses incurred on transportation, communication
and accommodation and so on.
The room tariff of Kerala Tourism Development Corporation Hotels and Resorts Limited
is fixed based on MAP and AP plan. The tour packages are priced on the basis of season.
Off season packages are offered from April to September and season packages are from
October to March
PLACE
A sound distribution system is found essential to improve the quality of service and to bridge over the gap between promises and service offered. KTDC had appointed general sales agents throughout India to give necessary information regarding Kerala Tourism Development Corporation Hotels and Resorts Limited to the tourists.
The important sales agents are;
M/s Indian Tourism Development Corporation Limited, New Delhi
M/s Tourism Corporation of Gujarat Limited
M/s Utter Pradesh Tourism Development Corporation Limited
M/s Frontier Tours and Travels. Hyderabad
M/s lntersight Tours and Travels Private Limited
M/s SIMAS, Pune
M/s Goa Tourism Development Corporation
M/s Dream Holidays, indoor
M/s Peerless Travels Private Limited, Calcutta
M/s Frontier Tours and Travels, Bangalore
M/s Jai Maruthi Holidays. Alappuzha.
PROMOTION
Creation of awareness has a far reaching impact in a tourism industry. The tourist
organization bears the responsibility of informing, sensing and persuading the potential
tourist in a right fashion. The tourism promotion is an effort to implement marketing plan
formulated by the tourist organization. It helps in maximizing the duration of stay,
frequency of visit by offering new tourist products in the country. It is a marketing effort
which consists of marketing communication to transmit information about the business to
all participants as well as the users. Tourism Development Corporation Hotels and
Resorts Limited offers four types of promotional mixes.
ADVERTISING
It is used to give advertisements on Television, Newspapers, and Magazine etc. it helps in
furnishing the information to the tourists and simplifies the process of transformation. It
is aimed to public to create awareness of travels offers available on resorts and its
attraction.
PUBLICITY
Kerala Tourism Development Corporation Hotels and Resorts Limited is one of the profit
making Government Company and so it is getting adequate publicity through word of
mouth and press media.
PERSONAL SELLING
To market its product Kerala Tourism Development Corporation Hotels and Resorts
Limited adopts personal selling technique. Personal selling is the personal presentation of
the intangible service offered by the company to the customers.
TELEMARKETING
Kerala Tourism Development Corporation Hotels and Resorts Limited used to
telemarketing technique to transmit the required information and to remove the confusion
and misunderstanding the flow of business expansion.
4.3 PERSONNEL DEPARTMENT
Personal and administrative department is responsible for ensuring the maximum utilization of the available human resources to achieve the organizational objectives as well as carrier goal of the employees.
Fig no: 4.3 structure of personnel department
Personal Officer
4.3.1 OBJECTIVES OF PERSONNEL DEPARTMENT
Determine the level of staffing needed for the flight department by assessing
workloads in order to make efficient use of corporate use of corporate assets
Understand the complexities and interrelations involved with crew scheduling for
Deputy Personnel Officer
Senior Superintendent (Administration)
Junior Superintendent (P&A) Junior Superintendent (HR)
Senior Office Assistant Senior Officer Assistant
Office AssistantsOffice Assistants
flexibility morale and maximum crew utilization.
Corporate personnel policies and industry practices.
Industry standards/ norms.
Measuring current staffing level against demand.
Support technical training for all personnel within the flight department using
recognized external and internal programs.
Promote personal and professional growth through training and education by
providing financial support and scheduling flexibility in order to support career
development.
Prepare to fill key positions by identifying potential candidates and providing the
necessary training.
Evaluate compensation for the department using benchmarking surveys and
considering corporate policy and total compensation packages in order to attract
and retain employees.
Respond to employee performance by rewarding or disciplining as appropriate in
order to maximize the effectiveness of the departments.
Recognize understanding and manage human performance in all work
environments that is influenced by human factor.
4.3.2FUNCTIONS
RECRUITMENT
Recruitment to the service of the corporation is made in three ways.
DIRECT APPOINTMENT: It is made out of the names sent on request of the
corporation by the employment exchange and a Board or from among others on
the basis of application received in pursuance of advertisements in newspaper.
PROMOTIONS: It is done from the personnel in the service of the corporation.
DEPUTATION FROM OTHER SERVICES: Deputation from the service of
the state or central government or from the service of the statuary bodies.
SELECTION: Selection of the candidates for appointment of the post under the
corporation shall be made by the staff selection committee of the board
constituted for the purpose, with the chairman, the Managing Director and not
more than three other Directors nominated by the Board.
SENIORITY: Seniority of the employees of the corporation is determined as
follows;
Seniority of an employee is made by determined the date of his first appointment
to the respective category of post unless he has been reduced to a lower rank as
punishment.
The appointment authority at the time of passing an order appointing two or more
persons simultaneously to a particular category of post, fix the order of
preference among them and seniority is determined accordance with it.
PROMOTION TERMINATION AND REVERSION
Employees directly recruited to the service of the Corporation shall ordinarily be
on probation for one year on duty. Lf the component authority is not satisfied
with the work of the probationer, the period of promotion may be further
extended at the discretion of the Competent Authority.
During or at the end of the period of probation, the services of an employee can
be terminated without notice and without assigning any reason thereof, by order
of the competent authority.
An employee of the corporation who has been promoted to a higher grade in an
officiating capacity shall be deemed to be on probation for a period which may
be extended to one year during his period he may be reverted to this substantive
post if the competent authority so desired without assigning any septic reason.
TERMINATION OF SERVICE
The services of an employee who has acquired a lien in any post in the
corporation by having been confirmed against a permanent post may be
terminated.
As a result of disciplinary action taken against him in accordance with these rules.
ln the event of the employee being declared medically unfit for further
continuance in the Corporation Service.
RETIREMENT FROM SERVICE
An employee will ordinarily retire from the service of the Corporation on the afternoon of
the last day of the month in which the employee completes the age of 58 years. The
Board can, in appropriate cases, allow the employee an extension of service by one year
at a time but extension shall not be given more than two years for an employee.
ALLOWANCES
Dearness allowance, House rent allowance, compensatory allowance and such other
allowances will be payable to the employees of the corporation in accordance with the
scale and condition laid down by the Board. The Managing Director can subject to the
approval of the board, give conveyanceallowance in appropriate cases.
HOLIDAYS
Board shall prescribe annually the holiday for the Corporation. The Managing Director
shall have power to declare any holiday or part there of as working day in the interest of
work and grand another day or part there of as compensation holiday. Special holidays,
can be declared by the Board on special important occasions.
WORKING HOURS
The working hours for the office of the Corporation will be between 10.15 am to 5.15 pm
with a lunch interval of 45 minutes from 1.15 pm to 2.00 pm on all working days.
KIND OF LEAVE
CASUAL LEAVE
The maximum number of casual leave in a calendar year for the employees shall
be 20 days.
Casual leave may be combined with Sundays and other holidays provided that
maximum period of casual leave inclusive of holiday shall not exceed 10 days at a
time.
Casual leave cannot be taken in combination with any other leave recognized
under these rules or with joining time.
EARNED LEAVE
All employees shall be entitled to earned leave on full pay and allowance at the rate of
one eleventh of the period spend on duty, provided that can employee will cease to
earned leave when the earned leave accumulates to 300 days. The maximum earned leave
that may be granted at a time shall
120 days.
TERMINAL LEAVE
Earned leave to the extent admissible and leave salary thereof may be granted to an
employee at the discretion of the sanctioning authority on the termination of service on
account of retirement or abolition of posts or continued till health before attaining the age
of superannuation even when it has been applied for and refused in the interest in the
interest of Corporation.
HALF PAY LEAVE
All employees shall be entitled also to half pay leave in respect of each completed year of
service at the rate of 20 days per year. This can be availed of on production of medical
certificates or for attending matters.
MATERNITY LEAVE
Maternity leave on full pay drawn prior to the date of proceeding on leave may be
granted to a female employee who is exempted from the coverage from the scheme on
maternity grounds of a period of 135 days from the date of its commencement or to the
end of eight weeks from the date of confinement whichever is earlier.
TERMINATION OF EMPLOYMENT
The management shall have the right to terminate the services of any employees by any of the following methods.
a. Discharge
b. Dismissal
c. Retirement
d. Retrenchment
A. DISCHARGE
Discharge may be either on giving one months notice of one month's wage in lien and
may be done in either of the following cases.
a. On an employee becoming medically unfit for work.
b. On the termination of contract of service.
c. On an employee being convicted by a criminal court with imprisonment.
d. On an employee tendering his resignation from work.
e. On an employee being appointed by any other Private of Government
organization, it he applied for the same though this corporation.
B. DISMISSAL
Any employee may be dismissed from the service of Corporation if he is found guilty of
any misconduct stated in this the standing orders. In every cases where an employee is
liable to be dismissed the management may, at its discretion discharge him on payment of
compensation provided under the Industrial Disputes Act 1947.
C. RETIREMENT
All employees shall be retired by the Management on their attaining 58 years of age, and
for this purpose all employees shall produce satisfactory evidence their date of birth when
they are appointed. For existing employees in case their dates of birth are not furnished.
D. RETRENCHMENT
Retrenchment shall be efficient under the provisions of the Industrial Disputes Act, 1947.
DISCIPLINARY ACTION
The following punishments may, ’for good and sufficient reasons’, be imposed on
employees, as herein after provided.
i. Warnings: for any misconduct, an employee may be warned.
ii. Fines: an employee may be fined up to 2% of his wages in a month in a month
for any of the following acts and omission.
a. Late attendance in more than two occasions in a month.
b. Negligence of work.
c. Breach of any rules of safety or instructions for the maintenance of cleanliness.
d. Any violation of the provisions of the contract of the service already entered in to
with the Management.
e. Distribution circulars, papers of posters inside the establishment without the
permission of the Management.
iii. With holding or postponing increments or promotions.
This punishments may be imposed on any employee who repeats any act or omission for
which the punishment in fine.
RECOVERY OF DAMAGES
Damages may be recovered from any employee who is guilty of the loss, destruction of
partial loss of any goods belonging to the Establishment or any machinery of the
Establishment or any machinery of the Establishment expressly entrusted to him caused
due to the negligence on the part of the employee concerned.
INDUSTRIAL RELATIONS AND TRADE UNION MATTERS
Industrial relations deals with the relation between employees and employers in the
industrial organization so the personnel department of Kerala Tourism Development
Corporation Hotels and Resorts Limited has implemented sound human resource policies,
constructive attitude between trade union and management, participative management,
employee welfare scheme and have sound grievance procedure scheme.
LAISON WITH LEGAL ADVISOR
Personal and administrative department solves the dispute occurring in the organization.
They legally advice on matters referred from various others departments of the
Corporation on subject varying from recruitment, service matters of commercial
transactions.
AWARDS AND APPRECIATION
The department gives awards and appreciation to the employees for their good service.
"Good service entry award” is one of the awards to the employee for their performance.
‘Best Manager Award’ is provided to managers for their superior performance.
TRADE UNIONS OF KERALA TOURISM DEVELOPMENT
CORPORATION HOTELS AND RESORTS LIMITED
KTDC Employees Congress (INTUC).
KTDC Employees Association (CITU).
KTDC Employees Federation (AITUC).
KTDC Employees Union.
KTDC Workers Association (UTDC).
4.4 TRAINING DEPARTMENTS
Training Departments is newly formed department in the corporation. This department is
headed by the Manager (Training). This department focuses at the training of the
employees of the Kerala Tourism Development Corporation Hotels and Resorts Limited.
The department is result of the hard work of several people over several years. During the
beginning, the department intends to train only the personnel of the units that is the
various hotels YathriNivas and restaurants and beer parlour. Training is basically focused
on behavioral development of employees.
Behaviour is a major factor in the hospitality Industry. Training is intended to improve
the behavioral aspects of the employees and thereby increases the customer satisfaction.
Customer dissatisfaction worldwide depends 80% on behavioral aspects. The department
claims that India, especially Kerala has high level of hospitality. The training will lead
the employees to sequence themselves to the level of customers, which would lead to
greater customer satisfaction in this industry, when the traveling.
The training department plays a significant role in the performance of an organization.
On the job training is the most common form of training given at KTDC. The job trainee
learns while he is actually engaged in doing a job. The probation period for the training is
one year. Kerala Tourism Development Corporation Hotels and Resorts Limited has
regular Human Resources Development training program given to the non employees for
the sake of social service. Its training period has duration of 6 months to a maximum of 2
years. The organization employees attend the training conducted by the corporation and
also outside training is conducted by the agencies from outside.
These training are conducted systematically. Kerala Tourism Development Corporation
Hotels and Resorts Limited also gives training for the waiters, servicemen etc.
Fig no : 4.4 : structure training department
4.4.1FUNCTIONS OF TRAINING DEPARTMENT
MANAGEE TRAINING FUNCTION What are the vision, mission and function properties. Key training and development roles. A staff of one: keeping your sanitary. Conduct a training department’s systems audit. Manage and develop the training staff.
Manager (Training )
Assistant manager
Trainees
Staffs
INTERNAL COUSULTING SKILLS
Analyze employee’s role in organization.
ldentify who are their clients.
Trainer vs. consultant vs. change agents.
Gain management’s commitment to their functions.
DIAGNOSING PROBLEMS AND DEVELOPING A PLAN
Make vague training needs specific.
Sort out training needs vs. wants.
Developing performance improvement plan.
How to trouble shoot training problems.
BUILD A PARTNERSHIP WITH MANAGEMENT ANDLEARNIN GS
Check employees influencing style.
Built credibility with line managers.
Be more responsible to the organization.
How to develop three-way partnership effectively.
MANAGING THE BUDGET
Conduct a cost—benefit analysis.
Find performance indicators to demonstrate trainings benefit.
Use a tool to compare training delivery methods.
4.4.2 OBJECTIVES OF TRAINING
The objectives of the training department to identify the required training needs of an
organization and fill the gap with a host of training methods for the welfare of the
organization and employees on a whole.
Imparts new skills.
Includes new ideas, knowledge and concepts.
Aligns the training needs to fulfill the organizational short and long term goals.
Conducts the post evaluation to ensure the satisfaction levels to refine the future
training needs.
ON THE JOB TRAINING
On the job training is the most effective method as the trainee learns by experience,
making him/her highly competent. On the job training is conducted at the work site and
in the context of the job. It is informal. This method is least expensive.
4.4.3 TYPES OF ON THE JOB TRAINING ADOPTED BY KTDC
JOB INSTRUCTION TRAINING
It is method in which training is offered without the intension of a trainer. Information is
provided to the trainee in blocks, either in a book from or through teaching method. After
it is ready each block of material, the learner must answer a question about it, feed back
in the form of correct answer is provided after each response.
OFF THE JOB TRAINING
CLASS ROOM LECTURES
Lectures are verbal presentation of information by an instructor to a large audience. The
lecture is presumed to possess a considerable depth of knowledge of subject at hand. A
virtue of this method is that can be used for very large groups and hence the cost per
trainee is low.
AUDIO-VISUAL
Audio visual include television slides, overhead projects, video tapes and video clips.
These can be used to provide a wide range of realistic examples of job conditions and
situations and the condensed period of time. Further, the quality of the presentation can
be controlled and will remain equal for all training groups.
There is an evaluation process to evaluate the effectiveness of the training program.
Usually the evaluation takes place after a period of 3 months from the completion of the
training, but now a day the evaluation is done while the training is going through. After
completion of the training there is a job evaluation. Training evaluation is done through
two evaluation processes;
Measuring the Productivity level.
Measuring the increase in the customer satisfaction level.
There is a customer satisfaction index. A questionnaire of 22 questions is prepared which
is given to the customers. The customers have to fill it. These responses are then
collected. Even though the responses are collected for different units, these are combined
by the department and then evaluated altogether. The idea is to have an even change in all
the departments and to find out the various problems faced by each unit.
The training department is also planning to provide technical training to the units also.
The training managers for front office management, housekeeping, food and beverages
service. The training managers will coordinate with the corporate training manager to
conduct the training process. The training managers will have the freedom to train the
employees, but he has to coordinate with the training manager in corporate office. Also
the training lesson will be dispatched from corporate office only. The training report has
to be submitted immediately after the training. There is no particular claims very little
deviation from the targeted training cost.
The training department is determined to change the corporation by providing quality to
the skills of the employees. There by increasing the customer satisfaction and increasing
the revenue of the corporation.
4.5 ACCOUNTING DEPARTMENT
Secretary and Controller of Finance
Chief Accounts Officer
Fig no: 4.5 structure of accounting department
Accounting Division maintains the records relating to financial dealings of Kerala
Tourism Development Corporation Hotels and Resorts Limited, the computation of
salary and related matters. The Chief Accounts Officer heads the department.
Chief Accounts Officer
Kerala Tourism Development Corporation Hotels and Resorts Limited is having about 60
units in various packages throughout the state. The above 60 units are classified into;
Centralized Units
Decentralized Units
In centralized unit the income and the expenditure account is prepared and send to the
head office. In a decentralized unit, the trial balance is prepared and sends to the head
office. After coordinating all these, the consolidated accounts of KTDC are prepared. For
the financial control and uniform collection, the sales analysis statement, sundry debtor's
statement, advance-received statement etc are used. This is also used for the management
and for budgetary control. For each unit separate annual budgets are prepared. The annual
budget is split into monthly budget and performance is collected from the units and the
variations are analyzed.
The major costs like food ‘cost, beer cost, energy conservation and profitability in total is
calculated. The annual budgets of these units are combined together and it forms the
annual budget of Kerala Tourism Development Corporation Hotels and Resorts Limited.
Along with the separate capital budget is also prepared based on the request from the unit
for capital addition and based on the future program for developments. The means for
capital requirements are met from the internal resources and also financial assistance
from various sources. All the budgets and accounts and reports are placed before the
BOD an appropriate time and get their approval.
The Chief Accounts Officer heads the division. Below him an accounts officer is there.
The total staff strength of the division is 26. This is a fully computerized division.
Accounting in- a commercial organization represents writing of financial transactions of
the enterprise in a chronological order under the double entry system of book keeping on
an accrual basis. Accounting includes orderly and timely recording of cash receipts and
payments, recordings of rights, liabilities and obligation which flow from contracts, even
though the transactions are settled in cash terms.
Accounting includes proper classification of assets, liabilities, income and expenditure to
meet legal requirements, to take managerial decision to draw performance report based
on budgets. Conventionally, accounting refers to cost based system of writing of financial
transactions. Detailed registers are used for both documentation and deals about the
financial transactions. It sub serves as an authentic data for management decisions.
Internal audit is checking of financial and other related record to ensure that enterprises
financial function is carried out as per the procedures prescribed and appraise the top
management about the deficiencies; irregularities if any suggest improvements if
possible. Internal audits are basically a management function to serve management
requirements. It is not a report given to outsiders.
Statutory audit is basically a certifying function after the examining the books of
accounts and other evidence with the Balance Sheet and Profit and Loss accounts to
ensure that they are true and fair and in accordance with accounting standards.
Accounting standards are acceptable norms used on generally accepted Accounting
Principles and practices prevailing India.
4.5.1 General Objectives
The general objective of the department is to produce qualified people who can meet the
national and global needs in accounting and auditing.
4.5.2 Specific Objectives
To promote qualified accountants who can
Handle general accounts
Apply cost accounting
Prepare budget
Produce financial reports
Undertake examination of records (auditing)
Make better financial decisions
Analyze project proposal and appraisal.
4.5.3 The Activities/Task to be performed by the Department
1. Provide short term training and workshop for both internal and external users.
2. Establish relationship with similar academic institutions to share experience and
solve common academic problems.
3. Create smooth relationship with employers in order to
Assess their man power requirement and evaluate course offering. Find job opportunities for graduates.
4. Arrange opportunities for staff development and research activities.
4.5.4 Functions
Preparation and maintenance of accounts. Preparation of advanced capital budgets. Monitoring internal audit system. Budget and Budgetary Control. Statutory Audit Payments of Sales Taxes/ Luxury Sales, Service Tax and Expenditure Tax. Maintaining Payroll. Payments to casual labors or trainees. Contractual payments Accountings for fixed asset. Payment of goods
4.5.5 Functions and responsibilities of accounts department
The accountants and accounts superintendents are expected to write the following
books/registers.
1. Manual cash books, posters of vouchers/ data in the computer, poor list, checking
and correction updating.
2. Posting to ledgers.
3. Prepare journals, data entry in the computer, proof checking and correcting
updating.
4. Fixed asset register writing, writing asset identification No. in the asset etc.
5. Filing and maintaining statutory returns includes sales tax, income tax, wealth
tax, luxury tax, expenditure tax, service tax, provident fund.
6. Filing and preservation of vouchers, files, registers, receipt books, copies, and
statement etc. relevant for accounts and audit.
7. Maintaining MIS track records.
8. While processing advance to manager/ staff, the accountant/ staff, the accountant
superintendent should ensure that no previous advance is pending for settlements
and all advance settlement submitted has been processed and vouchers has been
prepared and passed.
9. Taking of reconciliation of bank on every month is the responsibility of accounts/
superintendent (accounts) same way advance of all type has to be reconciled and
schedule has to drawn up once in every month, i.e._, in the first week of the
succeeding month itself.
10. Preservation accounts manual and annual closing instructions.
Ledger section
Ledger section performs functions such as passing and settlement all miscellaneous
advances, freight advances, local purchases, personal accident claims of all employees,
bills connected with work/ telephone/ water charges/ excise duty etc.
Party bill section
This section deals with service bills for rendering services such as telephone, typewriter,
computer etc. Service bills are usually of a contract nature with respect to work order
supplied. The accounts department certifies the bills prepares cash/cheque payment
accordingly. This department prepares the vouchers for the above these vouchers are sent
to finance department for drawing cash.
4.5.6 BOOKS TO BE MAINTAINED BY THE ACCOUNTS DEPARTMENT
1. Cash Book
2. Ledger
3. Journal
4. Fixed Asset Register
5. House Stock Register
6. Bank Pass Book/ Statement and Reconciliation Statement
7. Loan Registers and Registers of Charges
8. Statutory returns like
a) Sales Tax Returns
b) Luxury Tax Returns copy collected from the unit.
c) Service Tax Returns copy collected from the unit.
d) Expenditure Tax Rectums copy collected from the unit.
e) Certificates received by KTDC.
9. MIS reports of the head office.
10. Cash payment. bank payment, journal vouchers
11. Original bills/' receipts
12. Register of company’s assets including rooms used by the executives.
An accounts manual is prepared for easy working of the accounts department. it
encompasses all works and duties of the accountant department. Balance Sheet is
statutorily prepared at 31st March in every year. Profit and Loss account is also prepared
along with the balance sheet. Profit and loss account is generally prepared every quarter
for discussion in board meeting.
Management Information System (MIS) is generally dominated from the accounts for
various financial decisions based on performance. While consolidating MIS is used as a
tool for ensuring, and understanding corporate performance, department wise
performance report ensure the ability and efficiency of each department.
Internal audit is done for checking of financial and other related record to ensure that
enterprise financial function is carried out as per the procedure prescribed and appraise
the top management 5; about the deficiencies, irregularities, if any suggest improvement
if possible. Internal audit is basically a management function is find out management
requirement. It is not a report to be given to the outsiders.
Statutory audit is prepared and basically it is a certifying function after examining the
books of account and other evidences with the balance sheet and profit and loss accounts,
to ensure that the balance sheet is true and fair with accounting standards.
Collections from room guests should be received at the Reception. Guest's entry should
be made in the Reception Register with time and no: of inmates in room. Advance
amount should be collected and entered in the register and the receipt should be issued to
the guests. The entire service bill should be entered in the Visitors Ledger (VL). Visitors
Ledger sheet contain all columns as that of bill issued to the room guests. Collections
from restaurant/bar should be handed over to the reception office on regular basis at a
fixed time. The collections should tally with sales summary/sales register.
Books copy of the sales bills must be handed over to the accounting section. Daily
collections from all departments shall be deposited into the bank on the next working
day. Monthly statements like Visitors Leger reconciliation. Bank reconciliation and stock
statement should be submitted to Head Office before 5th of the succeeding month.
4.5.7 Payments of Sales Tax/ Luxury Tax
Sales tax / Luxury tax should be remitted into Government Account before 10th of every
month and monthly return will be filled. All the units coming under the control of
regional office should forward the sales tax/ luxury tax collection details to the regional
office concerned before 5th of every succeeding month to enable the regional office to
remit the amount in time and file monthly annual returns in time.
Annual returns of sales tax, luxury tax etc. should be filed within one month from the end
of the financial years and figures should tally with the annual accounts. If there is any
mistake in the monthly returns revised return should be filed with reason for revision.
Payments of Expenditure Tax
Expenditure tax should be collected from the guests are remitted with the authority before
10th of succeeding month and return to be filled within 4 months from the end of the
financial year.
4.5.8 ACCOUNTING FOR STOCK TRANSACTIONS
Purchase of goods
Goods should be purchased from empanelled suppliers at contracted prices. The quality
specifications and quality should be in accordance with the purchase order. Purchase
order book should be serially numbered and copies shall be maintained. Minimum level,
maximum level and recorder quality of the stock should be fixed in advance and order
should be placed by observing this.
While receiving the goods, the stores departments should verify the quality and quantity
of the items with reference to the purchase order and should be entered in the stock
register with a note in the original invoice/cash bill mentioned the stock register folio and
date of entry.
If there is a shortage of delivery, the details should be noted on the top of invoice/ bill
and the fact should be reported to the supplier immediately with a copy to accounts
department. Only the net value after reducing the value for shortage should be paid to the
supplier and entered in the purchase register and suppliers ledger/ cash book.
The accountant shall make the entry in the financial books, i.e., Purchase register in
relevant column to which the stock belongs to. In the case of cash purchases, the same
should be entered immediately in cash book also. In case credit purchases, entry should
be posted to the Suppliers Ledger
Simultaneously. Purchase register folio should be noted on the Suppliers Ledger and
Suppliers Ledger folio or Cash Book folio should be noted in the purchase register.
Purchase register total for a month should be taken to a folio in General Ledger for
control purposes. Such General Ledger folio should be noted in purchase register for
having confirmed the posting.
Payments for Goods
All payments to the empanelled suppliers/ contractors should be made by the way of
accounts payee crossed cheques preferably once in a month. If the party doesn't collect
the cheque directly from the accounts department, the same should be dispatched to the
party as a registered post with
Acknowledgement due.
Accounting for Labour Cost, Appointment of Staff, Trainees
All the appointments of regular staff should be made with the approval of head office.
Appointment of casual laborers, trainees and their remuneration should be made in
accordance with delegated authority of unit in charge. Service record should be
maintained in the unit for every regular staff.
File should be maintained and kept for laborers/ trainees etc.
Receipts to payment made to Casual Laborers / Trainees
Casual labors/ trainees should pay on monthly basis based on attendance sheet and wages
contracted. The receipts should duly be stamped and signed with date by the person
concerned.
Accounting for Contractual Payments
Payments to maintenance contractors like lawn maintenance, electrical maintenance,
plumbing, cable TV operators, Security Contract etc. should be paid as per the
contractual obligation, for this a register may by maintained mentioning the principal
terms and conditions of the contract and payment entries shall be made in the register
then and there.
Accounting for Fixed Assets
Fixed assets like furniture, fillings, fans kitchen utensils, freezer generator, refrigerator,
TV’; etc should be recorded in a register. Before purchasing any assets the unit in charge
should ensure whether the item was included in a capital budget. If not proper
authorization should ensure whether the item
was included in the capital budget. If not proper authorization should be obtained from
the regional office or head office.
Purchase order should be placed and wherever possible it should be brought from the
empanelled/approval supplier. Full payment should be made after successful
delivery/installation and trial run.
Once the asset is delivered and installed, an identification number should be marked and
the same is written in the fixed assets register. Every year end, a list of assets should be
taken. Damaged Stock and missing item should be accounted separately. Depreciation
should be calculated every year as perthe rates and manner prescribed in the law.
4.6 COMMERCIAL DEPARTMENT
Managing Directors
Commercial Manager 1 Commercial Manager 11
Fig no : 4.6 structure of commercial department
Commercial department is headed by the manager (Commercial). This department
mainly looks after the operation of various units under the corporation. This department
also deals with matter relating to the properties owned by the corporation taken and given
on lease basis, new projects etc. all material relating to pricing of food, beverages, liquor
etc, menu planning, purchase of permanent assets, food cost control, matters relating to
Abkari including obtaining and renewal of bar/beer parlors’ license and liaison with
excise department, supply of uniforms to employees, staff quarters, matter related to the
case of customer protection act, land etc. the department also looks after matters related
to food festivals, operation of water sports etc.
4.6.1 Functions of Commercial Department
The commercial department mainly looks after the operation of the various units under
the corporation such as Hotels, YathriNivas, Restaurants, Beer Parlors’, Transport,
Tourist Village, Shopping Complex etc.
All operational/ functional units are placed under the commercial. It is also dealing with
the matters relating to the properties owned by the corporation taken on lease basis, given
on lease basis, new projects etc.
Files handled by the commercial department are matters relating to pricing, menu
planning, purchases, food cost, control, printing and stationary, food festival and other
tourism related celebrations, matters related to establishing new units, site selection,
finalization of terms and condition, execution of agreement, organizing the units for
operation, monitoring the operation etc.
matters related to acquisition of government land for tourism purpose-identify the land
collected details of such lands from concerned taluk office, village office etc, and further
actions with government and district collectors, matters related to taken over private
buildings for the operation of restaurant and beer parlors’ and other units, fixing of terms
and conditions, execution of agreement and other correspondence with the building
owner. Matters relating to the examining the visibility of new units/products.
One of the major functions of the commercial department is the purchase of the needed
items for the corporation. For that the corporation has related a manual known as the
purchase manual. The vision statement is the procurement of the optimum quantity of
materials of specific quality in time at lowest cost.
4.6.2 Objectives of the manual
To ensure uninterrupted supply of specific quality of materials at competitive
process by procuring the materials according to the specification fixed for each
procuring the materials according to the specification fixed for each hotel from
reputed suppliers who offer competitive prices, quality product and prompt
delivery.
Introduce scientific inventory management system to minimize the inventory
carrying cost to improve the economic viability of the various hotels. '
Food production is carried in compliance with the standard receipts in hygienic
condition to attract both domestic and foreign tourists to the hotels and thereby
promote tourism in the state.
The purchase system in the corporation is followed by the two tier system for efficient
and timely performance of purchase activity. The different levels are;
Centralized purchase from Head Quarters.
Purchased by the major hotels.
Purchased by regional managers.
The corporation prepares a purchase budget for each purchase activity.
The quotations are invited for purchase and procedures for inviting quotations are
1. Single quotations.
2. Limited quotations.
3. Sealed quotations.
Purchase Committee;
It will have a two tier purchase committee at
1. Head Quarters.
2. Major units and Regional Officers.
The commercial division deals with commercial activities of the corporation. They are
follows;
Central Purchase
Commercial Department makes the purchase of cutlery, grocery, crockery etc for the
units of KTDC.
Steps
Orders Requirement.
On the basis of above inquiries are sent to a maximum T parties.
On Due date Quotation are opened.
After approval from the concerned authority order is placed.
It includes acquisition of land, buying, ingredients for dishes, purchases in connection
with room services etc.
4.6.3 GENERAL CORRESPONDENCE OF UNITS
Commercial Department looks after the functioning of the units. The commercial
Department controls and coordinates the functioning of the units.
Keeping of Estate FilesThe department keeps the files regarding the payment details which include payment
ofland tax, building tax etc of the units. Commercial Department keeps details of building
rent, land purchases of the units.
Matters related to properties owned by Corporation taken and given on leased basis, new project etc.
Looks after the Operation of various units under the Corporation.
4.7 ENGINEERING DEPARTMENT
Chief Corporation Engineer
Fig no: 4.7 structure of engineering department
Engineering Department is headed by Chief Corporation Engineer, Engineering
Department does all construction and maintenance works of corporation. Engineering
Department deal with new project development of units. Unit up gradation is also done
by the department. There are mainly three sections: — Civil, Mechanical and Electrical
wing.
Kerala Tourism Development Corporation Hotels and Resorts Limited mainly adopt land
acquisition. The government provides the land for the construction of the units. Kerala
Project Engineer1 (Civil)
Project Engineer1 (Electrical)
Project Engineer1 (Mechanical)
Assistant Engineer
Project Engineer Grade11Project Engineer Grade11
Assistant Engineer Assistant Engineer
Overseers
Trainees
Staffs
Tourism Development Corporation Hotels and Resorts Limited appoints external
Architects for construction. The necessary material for construction is usually purchased
by giving tenders in newspapers. The quote with the lowest rates is selected.
4.7.1 ACTIVITIES
Engineering Department has completed many projects. The division undertakes projects
separately the total cost of the project should be approved by the Board. If estimate figure
is more than Rs. 10 lakhs approval of government is compulsory. In case of new project it
is presented before the Board meeting. Board meeting occurs ones in three months. Then
it is submitted before the approval of governments.
The department takes necessary information regarding the units. If any damages occur to
the unit, it overlooks the construction work immediately without affecting the working of
the units. The department is always busy with the extension and up-grading function. A
project engineer should be appointed for each project under him there will be an overseer,
accountant and an Assistant Engineer.
4.7.2 FUNCTIONS
New project Development of the units.
Up-gradation of the existing units.
Routine maintenance of existing units.
Maintenance of Lifts, Automobiles and Air Conditioners.
Maintenance of Electrical Works.
CIVIL ENGINEERING WING
Civil section of KTDC deals with:-
Construction plans for the new projects.
Prepare plans for the extent ion of the units.
Up-gradation of the existing units.
Maintenance of the existing units.
MECHANICAL WING
Mechanical wing of the Engineering department does the repairing works of the lifts, Air
conditioners, piping works etc. The repair of the automobiles and boats are done by them.
They have to check the functioning of the above materials.
ELECTRICAL WING
Electrical section deals with all the electrical works of KTDC units. It looks after the
wiring and other electrical works in co—ordination with the mechanical wing.
4.7.3 NEW PROJECTS CURRENTLY UNDER IMPLEMENTATION
The Kerala Tourism Development Corporation Hotels and Resorts Limited, plans
to set up new hotels in major cities and pilgrim centers in India.
Kerala Tourism Development Corporation Hotels and Resorts Limited would be
ready to construct hotels at Triupati, Mookambika and Rameshwaram.
After the successful completion of the ten-storyed Kerala House in Chennai,
Kerala Tourism Development Corporation Hotels and Resorts Limited is aiming
for similar projects in Bangalore and Kolkata.
Renovation 0fHotel Chaithram, Thiruvananthapuram.
The Hotel Chaithram, which was commissioned as a mid-range budget hotel in
November 1987, has not underwent any major renovations till now. In true with our
policy for upgrading the existing properties, they proposed to carry out a major
renovation of the unit. They have prepared an estimate for the up—gradation works that
worksyaroundRs. 150 Lakhs. It will be carried out in two phases. The first phase
consisting of renovation of 3 floors costing Rs.75e Lakhs is already completed. The
second phase will also be completed within a period of six months time, without much
disturbance to existing operations.
Heritage Block of Mascot Hotel
Through the Mascot Hotel was up-graded into a 5-Star Luxury Hotel, they are yet to
renovate the eastern bloc of the Hotel. This block is proposed to be developed as heritage
block. Along with this work, the reaming works will be also taken up. The cost of this
project would be around Rs. 200 Lakhs. The work is nearing completion.
4.8 SYSTEM ANALYST DEPARTMENT
Fig no: 4.8 structure of system analyst department
This division deals with the computerization of the corporate office as well as the other
units of the KTDC. Computerization is fastly getting done in every year. It makes work
easier as well as more effective with minimal errors. This department helps the
organization to perform this work. The department is headed by a system analyst. The
premium hotels under KTDC are completely computerized. Under system analyst there
are currently 15 assistants to help to perform the activities in these premium hotels. The
staffs are employed on contract basis for 3 years.
At present, the department has computerized the 8 premium properties and also 2 budget
SYSTEM ANALYST
HARDWARE AND SOFTWARE TRAINEES
hotels of KTDC. The department is concentration on entralizing the work of corporate
office. This means that any matters relating to money will be entered directly to the
computer which will be accessed directly by the accounts department. Currently they are
doing the work for preparing a software package for hotel management. KTDC uses
software known as HOTSOFT as the operating software. The division has associated a
Cochin based company called Data Mate for this.
The tie up with the expert is helping the department to carry out its activities in a more
efficient manner. All of the staffs are well trained and the complaints regarding errors are
minimum. The division is also working for online reservation to hotels, motels and
Yathri.Nivases etc. Apart from that the department purchases required software's for the
organization. They also maintain all the systems and accessories of the organization.
4.8.1 OBJECTIVES
Ensure the delivery of high quality systems.
Provide strong management controls.
Maximize productivity.
4.8.2 DUTIES AND RESPONSIBILITIES
System Definition (Analysis, Design, Cording)
Testing
System Installation (eg. Data Conversion, Training)
Production Support (eg. Problem Management)
Evaluation Alternatives
Defining Releases
Reconciling Information Across Multiple Phases
Reconciling to a global view
Defining the projects technical strategy
4.8.3 FUNCTIONS OF SYSTEM ANALYST DEPARTMENT
Interact with customers to learn and document requirements that are then used to
produce business requirements documents.
Write technical requirements from a critical phase.
Interact with designers to understand software limitations.
Help programmers during system development. Eg. Provide use cases, flowcharts
or even Database design.
Perform system testing.
Deploy the completed system.
Document requirements or contribute to user manuals.
Whenever a development process is conducted, the system analyst is responsible
for designing components and providing that information to the developer.
4.8.4 SUPPORTING DIVISIONS
A. REGIONAL DIVISION
This division is headed by the Commercial Manager II of the Commercial Department of
the corporate office. The KTDC is divided into 3 regions: southern, central and northern.
This division I supervises the functions of all the properties other than the premium
properties. The premium properties are all centralized properties. The premium properties
include all the 8 premium hotels. The properties include the YathriNivases, Motels,
Tamarinds Hotels, Sabala Restaurants and Beer parlours. There are all together 70 units
under this division.
B. VIGILANCE DIVISION
This division is headed by the vigilance officer. This department is necessary to resolve
any kinds of complaints received. The main complaints received are regarding the
behavior of the employees. The department looks after the nature of the complaints
received. A complaint can be from anotheremployee staff of the corporation or from a
customer also. There can be anonymous complaints also. An investigation is then carried
out after the employee is suspended. A report is then prepared by the vigilance officer
and submitted to the managing director. A record is kept for recording the complaints
against the employees. An employee will be sent of from the organization. Complaints
regarding sexual harassments are dealt seriously.
CHAPTER 6
SWOT ANALYSIS
6.1 SWOT ANALYSIS
STRENGTH
KTDC possesses the largest hotel chain in Kerala
KTDC is one of the profit making Government Company in Kerala.
KTDC is a public undertaking sector so the recording of funds is much easier
The corporation is supported with a dedicated team of workers by their goals, or
the organization is easily achieved.
KTDC enjoys a very strong reputation
There is a good distribution and information network provided by the KTDC for
promotional activities and for providing information to the tourists both domestic
and foreign.
The corporation has well-qualified and experienced which can be effectively
utilized for tapping the opportunities.
WEAKNESS
Organization does not follow a professional management system and hence
efficient decision – making is not easily possible.
Proper channel of communication is not maintained within the organization.
Marketing efforts done by the corporation seems to be not enough.
Improper maintenance of funds may impair the functioning of the corporation.
The centralized attitudes of the work is mechanical and monotonous.
Tendency to overcharge tourists for services.
Lack of co-ordination by the various line departments in providing infrastructure.
OPPORTUNITIES
Tourism is one of the fast growing industries in the world with new products in its
arson, which are becoming more and more popular, which offers new
opportunities and new markets.
The awareness and attitudes of people towards tourism is very much conductive
to the growth of tourism industry in the state.
KTDC enjoys strong government support.
The climate and culture of the state is very much suitable for tourism industry.
The state specific features like high literacy rate, high position in human
development index; low birth rate etc. offers sufficient opportunities for the
development of tourism industry.
State is already marked its position through its charming backwaters, which
provide sufficient potentialities for planning future projects.
Tourism policy issued by government calls for private investment and so rapid
growth in the industry is anticipated.
THREATS
Competition from private sector.
Various social organization do not support tourism development due to the fear
that it will disturb the environmental balance and cultural heritage of the state.
Existence of unethical traders in and around tourism centers.
CHAPTER 7
FINDINGS SUGGESTIONS AND CONCLUSION
7.1 FINDINGS
Lack of innovative tour packages: The present tour packages of KTDC are not
so sufficient enough to satisfy every requirement of the tourists. This will result in
the increase of profit within the private sector.
Interference of government: Almost in every matter, unnecessary interferences
from a part of government will occur and this is a situation where the concerned
project and development will be resisted.
Privatization: There is a feeling among the employee that the corporation is
going to be privatized. This will affect the mental status of the employees by
which the attainment organization goals will be difficult.
Arrival rate of the tourists: The rate of arrival of tourists in our state is
increasing year after year. Majority of the tourists visiting Kerala are first timers,
but the share of repeat traveler’s particularly international tourists has been
increasing rapidly.
Earning: The earning from the tourism sector increased a lot.
Lack of improper maintenance of funds: finance is the lifeblood of any
business activity. The major problem connected with KTDC is the deficiency of
finance and the available fund is not utilized in the proper manner. As the result
the planned results are not maintained.
Centralization: The Centralization attitude of the management is a critical
problem with in the corporation. By the situation employees are accused for the
improper decisions took by the top-level management.
Delay of project: This situation should be avoided and only then the effective
implementation is possible. A number of project, which were planning to be
accomplished with a short period of time, are still in process.
The tourists are not satisfied with the type of behavior that is received from the
local and the tour operator.
7.2 SUGGESTIONS
Proper promotion efforts should be made to attract different categories of tourists.
The government should take necessary steps to avoid the disturbance of unethical
traders. Tourism Registration Act must be strictly enforced which will add sense
of responsibility among the trader and an increased feeling of security among the
tourists, especially for foreigners.
The corporation should take immediate steps to reduce employee grievances.
Create a body of experts for the implementation of suitable tourism, which must
include academicians, environmentalists, industry representatives, government
representatives, technological experts, local body representatives and voluntary
organization representatives.
In order to fully realize Kerala’s tourism potential it is necessary that the
investment from the government and private sectors is to be increased, tourism
products should be made better and human resources must be developed more
efficiently
Innovation is a must in hotel industry to attract more and more customers.
The new opportunities provided by the electronic media will be used effectively
for tourism promotion.
Development of people by advancing education and training facilities enriching
their professional excellence by understanding an ongoing training program.
Political interference in the affairs of the organization should be minimized
7.3 CONCLUSION
The Kerala Tourism Development Corporation Hotel and Resorts Limited is having a
very good atmosphere to row and flourish in the tourism sector. The Corporation offers
many packages and services for tourists, which will enable to complete the competitors in
the market. Kerala Tourism Development Corporation Hotels and Resorts has entered
90’s with a new found prosperity for development. From 1991-1992 onwards the number
of units went up and the turnover has increased substantially. By 1993-1994 the
company, which was on loss finally turned, round the corner. In the financial year 2008-
2009 the corporation’s sales turnover was Rs. 64 crores and profit was Rs. 5 creore. It
contributed Rs. 9 crore as taxes to the exchequer.
At present Corporation is faced with the absence of sufficient trends for meeting its
requirements and for undertaking new projects. This leads to the delay in the execution of
new and existing projects. Absence of proper and innovative tour package, employees,
grievances about concentration of authority, lack of participatory management, weak and
inefficient privatization etc. now affects the corporation very much. Irrespective of these
drawbacks, Kerala Tourism Development Corporation Hotels and Resorts is having a
very good infrastructure, strong goodwill in its services, sufficient managerial experience
market leadership in Kerala. If proper attention is made immediately to solve these
drawbacks the Kerala Tourism Development Corporation Hotels and Resorts can come
back to its glorious past.
