KERALA TOURISM DEVELOPMENT

CORPORATION, THEKKADY
Organization Study Report submitted in partial fulfillment of the
requirements for the MBA (full time) degree of the
Mahatma Gandhi University.

Submitted By

Sherin Lee Joseph

Register No:
2010-2011 Batch

ALBERTIAN INSTITUTE OF MANAGEMENT

(A unit of St.Alberts College)
Banerji Road, Cochin-682018

May-June 2011

Organisation study on KTDC

Company certificate

ALBERTIAN
INSTITUTE OF MANAGEMENT

Organisation study on KTDC

ACKNOWLEDGEMENT

At the outset, I bow before God, Almighty for his bountiful blessings without which I would not have completed
the enclosure successfully.
First I would like to thank George Sleeba ,Director, Albertian Institute of Management, who gave me an
opportunity to do the project ,I wholeheartedly acknowledge my indebtedness to my guide Mr. Praveen M.J.
faculty, Albertian Institute of Management for his meticulous guidance and a constant encouragement throughout
my project.
I express my sincere thanks to Mr. Pradeep (Manager,Aranya Nivas) for the precious time sacrificed for guiding
me towards absolute excellence.
I am immensely grateful to all workers and supervisors of Kerala Tourism Development Corporation, Thekkady
for the help and co-operation rendered to me during the study.
Also it was the love and inspiration installed in me by my family members and friends that energized me to
complete this venture.
I again extend my whole hearted gratitude to all those who have directly and indirectly helped me during the
course of this work.

Sherin Lee Joseph

ALBERTIAN
INSTITUTE OF MANAGEMENT

Organisation study on KTDC

DECLARATION

I hereby declare that the Organization Study Report entitled Kerala Tourism Devolopment Corporation ,is
a record of Bonafide work done by me in Aranya Nivas,Thekkady during May 2010 to June 2010 under the
supervision of Mr. (Manager-Aranya nivas) and Mr.Praveen M.J.,(Lecturer,Albertian Institute of Management)
and that no part of this report has formed the basis for award of any degree ,diploma ,associateship,fellowship or
any other similar title or recognition in any other institution

Cochin
Date

Sherin Lee Joseph

ALBERTIAN
INSTITUTE OF MANAGEMENT

Organisation study on KTDC

Certificate from AIM

ALBERTIAN
INSTITUTE OF MANAGEMENT

Organisation study on KTDC

TABLE OF CONTENTS

SL.NO

CONTENTS

Page no

CHAPTER 1
1

INTRODUCTION

1.1

Objective of the study

1.2

Methodology of study

1.3

Scope of the study

1.4

Rationale of the study

CHAPTER 2

INDUSTRIAL PROFILE

2.1

Global scenario

2.2

Indian scenario

2.3

Leading players in hotel industry in India

2.4

SWOT ANALYSIS of hotel industry

CHAPTER 3

ORGANISATIOANL PROFILE

3.1

Introduction

3.2

Legendary tale about KTDC hotels in Thekkady.

3.3

Operation of hotels
CHAPTER 4

ALBERTIAN
INSTITUTE OF MANAGEMENT

Organisation study on KTDC

PRODUCT PROFILE

4.1

Restaurants at KTDC hotels in Thekkady

4.2

Rooms

4.3

Ayurvedic Centre
CHAPTER 5

ORGANISATION CHART AND STRUCTURE

CHAPTER 6

6.

FUNCTIONAL AREAS

6.1

Front office department

6.1.1

Structure of front office department.

6.2

Food and beverage service department

6.2.1

Structure of Food and beverage service department

6.3

Food and beverage production department

6.3.1

Kitchen Stewarding

6.3.2

Production Process

6.3.3

Classification of kitchen

6.3.4

Structure of food and beverage production

6.4

House Keeping Department

6.4.1

Laundry Department

6.4.2

Structure of Housekeeping department

6.5

Engineering department

6.5.1

Structure of engineering department

6.6

Security department

6.7

Finance/Accounts department

6.7.1

Structure of Finance department

6.8

Sales and Marketing department

6.8.1

Reservation Department

6.9

Human Resource Department

6.9.1

Functions of Human Resource department

6.9.2

Features of Human Resource Department

CHAPTER 7

ALBERTIAN
INSTITUTE OF MANAGEMENT

Organisation study on KTDC

7.1

SWOT analysis

7.2

Findings and Suggestions

7.3

Limitations

7.4

Conclusion
Bibliography

LIST OF TABLES

ALBERTIAN
INSTITUTE OF MANAGEMENT

Organisation study on KTDC

LIST OF FIGURES

Sl.no

List of figures

Organization chart and structure

Executive Profile

Structure of front office department

Structure of food and beverages service department

Structure of production process

Structure of food production department

Structure of housekeeping department

Page no

ALBERTIAN
INSTITUTE OF MANAGEMENT

Organisation study on KTDC

Structure of Engineering department

Structure of Finance department

10

Reservation sales and Marketing department

ALBERTIAN
INSTITUTE OF MANAGEMENT

Organisation study on KTDC

CHAPTER 1

INTRODUCTION

1. INTRODUCTION
As part of the MBA course curriculum ,we are supposed to do an organization study to understand how a company
functions and how theory differs from practice.This report is prepared by me as a result of my organizational study
conducted at Kerala Tourism Development Corporation in Thekkady.

1.1Objectives of study
The chief objective of the study was to understand the functions of Kerala Tourism Development Corporation in
Thekkady.For this study following were studied:
The profile and history of the company
The structure of the company
The structure and functioning of different departments.

1.2

Methodology of the study

1) Primary data

Primary data was collected from different department heads,by direct interview and by observations.

2) Secondary data
Secondary data was collected from already published sources such as printed materials of the company,websites

ALBERTIAN
INSTITUTE OF MANAGEMENT

Organisation study on KTDC

1.3 Scope
Scope of the study
The study was done at Kerala Tourism Development Corporation in Thekkady during the period of one month
starting from 1st May 2011 to 30th May 2011,the scope of study covers all the functional areas of each
department in the organization.

1.4 Rationale of the study

Organization can be defined as a system of consciously coordinated activities of two or more persons. The
formal organization structure describes the departments which are related to one another clearly showing the
flow of authority ,responsibility and communication among various departments which are located at different
levels of hierarchy. So being an MBA student ,study of an organization its function ,procedures ,helps a lot in
providing most important and useful knowledge for future use.

CHAPTER 2

INDUSTRIAL PROFILE

ALBERTIAN
INSTITUTE OF MANAGEMENT

Organisation study on KTDC

2. INDUSTRY PROFILE
The Industry
A hotel is an establishment that renders lodging in lieu of payment. This lodging is usually given in
exchange for a specified predetermined amount of money. The thriving economy and increased business
opportunities have acted as a boom for hotel industry. Hotel Industry is inextricably linked to the tourism industry
and the growth of tourism industry has fuelled the growth of hotel industry. Major segments of hotel includes
heritage hotel, transit hotels, business hotels,resorts,motels and flottels.Resorts can be again divided into Beach
resorts,jungle resorts and backwater resorts.Hospitality industry can be empirically divided into entertainment areas
like clubs and bars and accommodation.The hospitality industry also includes tourism tourism support commercial
activities like airline cabin staff and travel agents.The industry is assumed to have ever lasting demand but there are
certain problems that this industry regularly faces.These problems may include uncertainity to the cost of even most
economic source of energy ,increased trend of problems in maintaining profitable food and beverage facilities
,comparatively more increase in labour cost as compared to productivity ,customer dissatisfaction due to increase in
size and number of rooms as it is calimed to increase registration and other services process time and more
importantly very high competition that induces heavy rate cuts to survive.

2.1 Global Scenario

Hospitality industry is a 3.5 trillion dollar service sector within the gobal economy.Hotel industry has
witnessed tremendous boom in recent years.Hospitalty industry is a major employer.The industry includes service
sector like tourism and food service.It suffers from more economic fluctuations compared to its peer industries.The
hospitality industry is poised to grow at a faster rate and reach INR 826.76 billion by 2010.Majors players in hotel
industry are Sheraton ,intercontinental ,Hyatt hotel,The Parl Le meridian.Hotel industry is also inextricably linked
to the tourism industry and its growth has added fillip to the hotel industry.The arrival of low cost airlines and the
associated price wars have given domestic tourists a host of options.Trends that will shape the future of hospitality
sector are:

1. Low cost carriers

2. Budget hotels

ALBERTIAN
INSTITUTE OF MANAGEMENT

Organisation study on KTDC

3. Service apartments
4. Technology
5.Loyalty travel
1. Low cost carriers:Travellers in general are more price sensitive to airfare than they are to hotel room rates. Often
a low airfare will stimulate demand for traveleven if hotel prices are increasing.LCCs are a good opinion for
business travelers ,as they have advantages like lo costs ,more options and connectivity.
2.Budget hotels: More than 50 percent of occupancy in majority of hotels comes from the business travel segment.
The average room rate (ARR) realized from business travelers is normally higher than from leisure travelers.
Heightened demand and the healthy occupancy rates have resulted in an increase in this number of budget hotels
include Homotel,Kamfotel, and courtyard by Marriott,Country Inns and suites ,Ibis and Fairfield Inn.
3.Service apartments:The concept of service apartments,though a recent phenomenon in India ,is an established
global concept.Villas in Spain ,flats in UK and apartment complexes in the US have all created a viable market for
those who want more than just a room in a hotel.Service apartments are the latest trend in accommodation,
offering the comfort and convenience of a home without the hasseles of having to maintain of lokk after it.Ideally
suited for medium to long staying guests,service apartments are a natural choice for corporate employess or
expatriates relocating to a particular city,non residents Indians visiting the country for long spells and foreigners
visiting the city for long durations.
4.Technology:Travel and technology have become inseparable.Technology is making its own adavances with high
tech video conferencing facilities,web cameras and virtual reality modes of conferencing.Online bookings,eticketing,Wi-Fi Internet connectivity,easy acessto information etc are just a few areas where technology has
completely changed the way we travel.
5.Loyalty travel:Today ,airline credit card company tie ups have brought a whole range of benefits to the
travelers .These include insurance cover ,upgrades,free tickets,acess to executive lounges and host of other goodies.
2.2 Indian scenario
The hotel industry in India is going through an interesting phase.One of the major reasons for the increase in demand
for hotel rooms in the country is the boom in the overall economy and high growth in sectors like information
technology ,telecom,retail and real estate .Rising stock market and new business opportunities in the country .The
governments decision to substantially upgrade 28 regional airports in smaller towns and privatization and
expansion of Delhi and Mumbai airport will improve the business prospects of hotel industry in India .Substantial
investments in tourism infrastructure are essential for Indian hotel industry to achieve its potential.The upgrading
of national highways connecting various parts of India has opened new avenues for the development of budget
hotels in India .In recent years government has taken several steps to boost travel and tourism which have
benefitted hotel industry in India .These include the abolishment of the inland air travel tax of 15% reduction in
excise duty on aviation turbine fuel to 8% and removal of a number of restrictions on outbound chartered

ALBERTIAN
INSTITUTE OF MANAGEMENT

Organisation study on KTDC

flights,including those relating to frequency and size of aircraft .The governments recent decision to treat
convention centres as part of core infrastructure,allowing the government to provide critical funding for the large
capital investment that may be required has also fuelled has also the demand for hotel rooms.
Hotels in India have supply of 110,000 rooms. According to the tourism ministry, 4.4 million tourist visited India
last year and at current trend demand will soar to 10 million in 2010 to accommodate 350 millon domestic
travelers.Hotels in India as a shortage of 1,50,000 rooms fuelling hotel room rates across India .With tremendous
pull of opportunity ,India is destination for hotel chains looking for growth.The World Travel and Tourism Council
,India data says India ranks 18th in business travel and will be among the top 5 in this decade.Sources estimate
,demand is going to exceed supply by atleast 100 % over the next 2 years.Five star hotels in metro cities allot
same rooms more than once a day to different guests,receiving almost 24 hour rates from both guest against 6-8
hours usage .With demand supply disparity ,Hotel India room rates are most likely to rise 25% annually and
occupancy to rise by 80% over the next two years.Hotel industry in India is eroding its competetiveness as a cost
effective destination.However ,the rating on the Indian Hotels is bullish.India Hotel Industry is adding about
60,000 quality rooms,currently in different stages of planning and development and should be ready by 2012.MNC
Hotel Industry giants are flocking to India and forging Joint Ventures to earn their share of pie in the
race.Government has approved 300 hotel projects ,nearly half of which are in the luxury range.
Hotel Industry in India is set to grow at 15% a year .Already more than 50 international budget hotel
chains are moving into India to stake their turf.Therefore with oppurtunities galore ,the future Scenario of Indian
Hotel Industry looks rosy.
The major players in the Indian Hotel Industry ban be broadly classified into private players and public
players.The major private players include Indian Hotels Company Limited,East India Hotels Limited(The oberoi
group),Asian Hotels and ITC hotels.ITDC and Hotel Corporation of India are the major public sector players

2.3 LEADING PLAYERS

PUBLIC SECTOR PLAYERS
ITDC hotels
Hotel Corporation of India
PRIVATE SECTOR PLAYERS
Indian Hotels Company Ltd.(The Taj Hotel Resorts and palaces)
Oberoi Hotels
Hotel Leela Venture
Asian Hotels Ltd
Radisson hotels and resorts
The arrival of low cost airlines and the associated price wars have given domestic tourist a host of options
.The opening up of aviation industry in India has led the way for exciting opportunities for the hotel industry as

ALBERTIAN
INSTITUTE OF MANAGEMENT

Organisation study on KTDC

it relies on airlines to transport 80 % of international arrivals .Moreover ,the government s decision to

substantially upgrade 28 regional airports in smaller towns and privatization and expansion of Delhi and
Mumbai airport will improve the business prospects of hotel industry in India.Subsatntial investment in
tourism infrastructure is essential for Indian hotel industry to achieve its potential. The Government of Indias
incredible India destination campaign and the Athidi Devo Bhava campaign have also helped the growth of
domestic and international tourism and consequently the hotel industry.
In recent years the government has taken several steps to boost travel and tourism,which have benefitted the
hotel industry in the country. These include the abolishment of the inland air travel tax by 15%,reduction in
excise duty on aviation turbine fuel to 8% and removal of a number of restrictions in excise on outbound
chartered flights including those relating to frequency and size of aircraft.The governmnets decision to treat
convention centres as part of core infrastructure has also fuelled the demand for hotel rooms.

2.4 SWOT ANALYSIS OF HOTEL INDUSTRY

STRENGTHS
1.Natural and cultural diversity: India has a rich cultural heritage .The unity in diversity tag attracts most
tourist. The coastlines ,sunny beaches, backwaters of Kerala ,snow capped Himalayas and the quiescent lakes
are incredible.
2.Demand supply gap:Indian hotel industry is facing a mismatch between demand and supply of rooms
leading to higher room rates and occupancy levels .With the previlage of hosted commonwealth games 2010
there was more demand of rooms in five star hotels.This has led to rapid expansion of the sector.
3.Government support:The government had realized the imporatnace of tourism and has proposed a budget of
Rs.540 crore for the development of the industry.The priority is being given to the development of the
infrastructure and of new tourist destinations and circuits.The Deparment of tourism(DOT) has already started
theIncreible India campaign for the promotion of tourism in India.
4.Increase in market share :Indias share in international tourism and hospitality market is expected to increase
over the long term .New budget and star hotels are being established.Moreover ,foreign hospitality players are
heading towards Indian market

WEAKNESSES
1.Poor support infrastructure:Though the government is taking necessary steps ,many more things need to be
done to improve the infrastructure.In 2003 the total expenditure made in this regard was US $ 150 billion in
china compared to US$ 21 billion in india.
2.Slow implementation:The lack of adequate recognition for the tourism industry has been hampering its
growth prospects.Whatever steps are being taken by the government are implemented at a slow pace

ALBERTIAN
INSTITUTE OF MANAGEMENT

Organisation study on KTDC

3.Susceptible to political events:The internal security scenario and social unrest also hamper the foreign tourist
arrival rates.

OPPURTUNITIES
1Rising income:Owing to the rise in income levels ,Indians have more spare money to spend,which is expected
to enhance leisure tourism.
2.Open sky benefits:With the ope sky policy the travel and tourism industry has seen an incrase in
business.Increased airline activity has stimulated demand and has helped improve the infrastructure.It has
benefitted both international and domestic travels.

CHAPTER 3

ORGANISATION PROFILE

3.1 ORGANISATION PROFILE

ALBERTIAN
INSTITUTE OF MANAGEMENT

Organisation study on KTDC

Deep inside the dense,green woods,perched on the banks of the Periyar Lake are Lake Palace,
Aranya Nivas and periyar House. 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,Lake Palace,Aranya Nivas and periyar House is
also the perfect venue for a relaxed corporate meet or business conference . Lake Palace ,Aranya Nivas and
periyar House comes under the section of jungle resorts.
Lake Palace the-deluxe wildlife heritage hotel, is majestically poised on a peninsula in the
Periyar Lake,in the midst of the periyar tiger reserve.The Lake Palace combines the regal ambience of an
erstwhile summer palace with the mystery and adventure of the jungle to give the perfect hideway offering
unlimited peace and tranquility interrupted only in the wilds or the excitement of the spotting wildlife from the
window .The six imperial rooms with black wooden furniture and spacious verandas forming an base for wildlife
viewing. Aranya Nivas,the wildlife resort located in the Periyar tiger reserve the quaint granite structure built in
the colonial style have 30 elegant rooms including a suite and 10 deluxe rooms with panoramic view of the thick
green forest.Periyar house-One star wild life economy class resort located on the banks of the Periyar Lake,have
fortyfour rooms. Lake Palace, Aranya Nivas and periyar House offers luxurious comforts in the heart of the
jungle.They provide facilities like satellite T.V,Telephone,Restaurant,Bar,Laundry,Doctor oncall,Currency
Exchange, Travelassistance, Carhire,indoorgames,Handicraft,Swimming pool,Boat cruise on the Periyar Lake.

3.2 LEGENDARY TALE ABOUT THEKKADY HOTELS

Legend says that Maharaja Shri.Chithirathirunal while enjoying a boat ride in the
Periyar Lake heard a gunshot in the forest and soon found out that a Rangers son had shot dead an elephant.An
ardent wildlife lover,he decided to build a summer palace in Edapalayam which is almost in the middle of the
sanctuary.This later termed as Lake Palace .It is also said that while the Royals used to stay at Lake Palace,the
officers stayed at Aranya Nivas,and soldiers stayed at Periyar House.
Accessibility
Thiruvananthapuram International Airport(7 hrs)
Kochi Airport(6 hrs)(by road ).
Madurai(3:30 hrs)
Nearest rail and bus terminals at Kottayam(3:30)(by road).

3.3 OPERATIONS OF HOTEL

Career options
A hotel consists main departments such as Operations,Front office,House keeping ,Food and
Beverages,Accounting,Engineering/Maintenance Sales and Security.Each department has a number of positions
that one can opt for.
General Operations

ALBERTIAN
INSTITUTE OF MANAGEMENT

Organisation study on KTDC

General manager who is the main in charge ,is the coordinator and administrator,responsible for staff
management ,financial control,provinsion of services ,quality control and customer care.Depending on the size of
the hotel,general manegers could have assistant managers to supplement their work
Front Office
It is the centre of all activities .Important functions of receiving the guests,making room reservations,handling
correspondence and preparing bills and keeping accounts of the guest services are handled at the front office.The
department is headed by Front office manager or Executive House-keeper who supervises and co-cordinates the
work.Then there are Assistant Manager,Lobby executive,front office supervisor,information
assistant,receptionist,bell captain ,bell boy,doorman etc.to perform their assigned roles.
House Keeping
The work of keeping the hotel,the rooms, the bar,the restaurants etc.clean and making it presentable to the guest
and ensuring facilities and comfort to them is handled by this department.Those handling this department are
chief executive house keeper,floor supervisor,room attendants,linen supervisors,Maids etc.
Food and Beverages Department
This department is the hub of the hotel industry and is responsible for all the food that is prepared and served
in the hotel.The main functions performed by the department are-presentation ,preparation and service of food
and beverages involving kitchen,bar and baker.Overall in charge of kitchen is known as Chef de Cuisine ,the
charge of section is called Chef de Partis and one who supervises and coordinates the work of Chef de partis is
known as Sous-Chef.One who cooks food is known as Cook,the person in overall charge of dining hall is known
as Maitre de hotel.Captain in charge of part of dining hall is known as Chef de Range,one who serves food is
Demichef de range or Steward.Then there is the restaurant hostess who makes the guests comfortable and deal
with any complaints by the guests.Those serving drinks are bartenders.
Accounting Department
This department deals with both cash and credit transactions,i.e all the financial transactions like purchase
of materials ,offering of services to the guests etc.This department also compiles information required for
budgeting,pricing of food and services and so on.Professionals like cash,cost and works accountants are given
higher positions in the department.Chief cashier,cash clerk/bill clerk are the positions handled in this department.
Sales and marketing
This department keeps in touch with travel agents and tour operators as well as other potential corporate
clients in order to sell hotel facilities.Advertising and public relations is also normally handled by this
department.
Engineering / Maintenance Department

ALBERTIAN
INSTITUTE OF MANAGEMENT

Organisation study on KTDC

Qualified engineers are appointed for the maintenance of the building and various machines involved in
the premises.They are assisted by necessary staff in the electrical and mechanical departments.Mechanical
Engineers,Electrical Engineers,Plumbers,Carpenders etc are employed by this department.
Then there is the Security Department which provides security to guest and their belongings and employs
security Officers/guards for this purpose.Retires Army personnel are preferred by this department.

ALBERTIAN
INSTITUTE OF MANAGEMENT

Organisation study on KTDC

CHAPTER 4

PRODUCT PROFILE

4. PRODUCT PROFILE

ALBERTIAN
INSTITUTE OF MANAGEMENT

Organisation study on KTDC

KTDC HOTELS AT THEKKADY

4.1 MULTICUISINE RESTAURENT:
An international journey of cuisine awaits visitors to the restaurents of KTDC hotels in Thekkady.the
restaurant features a buffet every day in addition to its eclectic a la-catre sele ction.The buffet theme varies from
day to day , with live cooking in the display kitchens adding to the dining experience.Having food inside the
jungle listening to sounds of birds and wild animals will definitely a wonderful experience to all.
SHEETHALA BEER PARLOUR:
Sheethala beer parlour serves the finest selection of wines and beers as well as an array of delectable snacks.

4.2 ROOMS
The 30 spacious roos and suit,most with breathtaking views over the manicured gardens and the jungle are
outfitted to meet guests modern needs.The guest rooms have a contemporary design and are equipped with ,
-Direct dial telephone with two lines
-Interactive Television
-Individually controlled air conditioning
-Tea and coffee maker.
ARANYA NIVAS ROOMS

1st March to 30th Sept

Type of room

Single

Double

Deluxe

2500

Premium

A/C

3000

4500

Single

1st Oct to 14th Dec

&
16th Jan to 31ST May
Double
Single

15th Dec to 15th Jan

Double

3500

4000

4900

5000

6000

4000

4500

5500

6000

7000

4500

6500

6500

8000

8000

LAKE PALACE ROOMS

ALBERTIAN
INSTITUTE OF MANAGEMENT

Organisation study on KTDC

Type of room

15th june to 31st july 1st oct to 30th nov &

1st dec to 28th feb

1 st march to 14th june

Deluxe
Room
no:44

10000
15000

10000
15000

16000
20000

16000
20000

20000
25000

20000
25000

PERIYAR HOUSE ROOMS

Type of rooms
Periyar
suite-1
E/B

Avenue-10

Tax

Rent

superior-2 E/B 2125

Deluxe -31

Single

1875

1275

311

273

183

Rent

Double
Tax

4050

590

1035

147

3250

470

875

123

2850

410

795

111

1850

260

595

81

4.3 AYURVEDIC CENTRE

Ayurvedic centre at KTDC hotels is given for lease.Its consists of two massage rooms.Ayurvedic
massages package aims at restoring the well being of the individual through a course of prescribed massages.In
order to gain full benefit from this therapy special ayurvedic meals are recommended.As ayurvedic system of
treatment is strictly personalized the exact treatment and medicines are fixed after detailed consultation with the
doctor.

ALBERTIAN
INSTITUTE OF MANAGEMENT

Organisation study on KTDC

DIFFERENT TRADITIONAL MASSAGES

ABHYANGAM
This massage enhances proper blood circulation of the body relaxes the mind.Experts massage Luke
warm herbal oil on the head and the body in the traditional Kerala style.
ELAKKIZHI
One of the most relaxing and refreshing massages that you can enjoy.In this treatment fresh herbs are
cooked in Ayurvedic oil and packed into bags which are applied all overthe body by experts.This
treatment is very good for lubricating the joints and relieving backaches.
NAVARAKKIZHI
The massage in which the whole body or a specific part is made to perspire by is a Navara.Cooked in
herbal decoctions and milk it is packed in muslin bags.This massage makes the skin soft,enhances
complexion,strengthen body muscles, and cures the stiffness of joints,Improves blood circulation and
digestive power. It is also prescribed for all kinds of diseases of nervous system and rheumatism.
DHARA
An ancient process developed in Kerala in which a steady stream of medicated oil is poured on the head
especially on the forehead in a particular pattern. It is mainly done for mental relaxation. This process is
very effective for sleep ,disturbance, Insomnia, mental problems and skin diseases.
UDVARTHANAM
Massage with special herbal powders. This is especially done for depleting the fat and strengthening the
muscles. It is very effective for obesity.

PIZHICHIL
This is a process in which the body is made perspire by continuously pouring lukewarm herbal oils
followed by gentle massage. This treatment is given for general weakness, arthritis, paralysis etc.
Pizhichil is carried out on healthy persons as a rejuvenator process.
THALA POTHICHIL
A special paste made out of Amla and special roots is applied on the head after giving a gentle head
massage.It is very effective for cooling , calming and soothing the mind.

ALBERTIAN
INSTITUTE OF MANAGEMENT

Organisation study on KTDC

CHAPTER 5

ORGANISATION CHART
AND
STRUCTURE

ALBERTIAN
INSTITUTE OF MANAGEMENT

Organisation study on KTDC

Manager Manager

Assistant manager

Maintanence
Maintenance
engineer

Accounts
Accounts
officer

Head
chef

Housekee
per

Room
Account
s
Admin
Trainee(
2)

Cleaner
s

Elect
r
ician

Head
waiter
r

Receptioni

A/C
maint
ainen

Beer parlour
operatives(4)

Waited
trainees

Day and eve

porters(4)
second
waiter(

Second

Plum
-ber

Head
Head
receptionist

Station
waiters(4)

Room
service
Trainees(

Waited
Traine(

Trainee(

Trainee
chef(2)

Platewa
sh still
room(3)

Kitchen
Cleaners
(2)

ALBERTIAN
INSTITUTE OF MANAGEMENT

Organisation study on KTDC

EXECUTIVE PROFILE

Chairman
Managing director
Secretary and financial controller
Commercial manager
Chief corporation engineer
Chief accounts offiecr
Accounts officer
Personnel officer
Marketing manager
Project engineer
Assistant engineer(electrical)
Deputy manager(mechanical)
Manager training
System analyst
Audit section
Manager central reservation

ALBERTIAN
INSTITUTE OF MANAGEMENT

Organisation study on KTDC

CHAPTER-6

FUCTIONAL AREAS

ALBERTIAN
INSTITUTE OF MANAGEMENT

Organisation study on KTDC

FRONT OFFICE
Front office is said to be the first and foremost department of a hospitality industry .It is the department
for first and last point of contact for the guest .It plays a crucial role in the whole organization. Front office helps
in giving a first impression to the guest arriving at the hotel .It is the function of Front office to welcome the
guest inside the hotel, greet them , guide them and fulfill their requirements. It is duty of front office department
to create a positive environment for the guest as and when they arrive and establish a good friendly relationship
immediately.
Front office department is in charge of lobby and reception .They keep an eye on who is entering into the
hotel .They keep a full look at the lobby .They maintain the lobby and reception .The main function of Front
office department is to ensure the rooms are assigned to the guests arriving .They assign the rooms for guest . It is
the duty of Front office associates to carry the luggage of the guest , guide them to their respective rooms which
are assigned to them . Front office serves as a department for marketing the hotel .The associates of Front office
department enter into an informal relationship with guest .They familiarize the whole place to the guest . They
make the guest comfortable to the hotel . There is also a counter in the lobby for payments. It is a place where
currency can be exchanged. It also serves the purpose of answering queries .All enquiries made outside parties
through telephone are first handled by the reception which comes under front office . Front office associates have
to follow some rules and regulations .They have to be groomed well .They have to trained to provide service and
should posses good communication skills .They should be very attentive and understand the requirement of their
guest . They have to be very pleasing and should give a personalized touch in whatever they do . They should
know their guest very well and act according to their emotions.

FUNCTION S OF FRONT OFFICE DEPARTMENT

-Welcoming the guest
-Greeting the guest
-Assigning rooms
-Fulfilling the needs of the guest
-Providing a good ambience with a professional touch
-Deciding the mode of payment

ALBERTIAN
INSTITUTE OF MANAGEMENT

Organisation study on KTDC

In total front office include Reception, Bell desk , Business Centre ,Executive Floor ,
Front office
department is headed by Front office manager . Then under him comes the next levels of post . These include guest
service centre , guest service executive , concierge , executive , health club instructor . And under assistant Front
office comes the telephone operator .A Front office department has to co-ordinate all activities with the house
keeping department. Front office department and housekeeping department are inter related . It is the guest service
centre which co-ordinate the activities of Front office and housekeeping . They are the source of communication
between Front office and housekeeping.

6.1.1 STRUCTURE OF FRONT OFFICE DEPARTMENT

Front office
manager

Doctor

Reservation in
charge

Physiotherapist

Executives

Senior
receptionist

Receptioni
st

Trainees

Telephone
operator

Bell boy

Door
man

Trainees

6.2 FOOD AND BEVERAGES SERVICE

The food and beverage service department is the department which provide with food service to the
guest.Their main objective is to serve food and beverages to guest.Their function is managing the
restaurants.From washing plates to deciding upon the theme ,style ,in a particular restaurant the f&b
service department has wide variety of functions .
Their functions include:

Managing the restaurant.

Setting u a theme and style for each and every restaurant.
Deciding upon the menu to be set at a particular restaurant.

ALBERTIAN
INSTITUTE OF MANAGEMENT