Chapter I

Introduction
1.1

Hotels and Hotel Industry

Hotel and Hotel Industry: The primary purpose of hotels is to provide travelers with
shelter, food, refreshment, and similar services and goods, offering on a commercial basis
things that are customarily furnished within households but unavailable to people on a
journey away from home. Historically hotels have also taken on many other functions,
serving as business exchanges, centers of sociability, places of public assembly and
deliberation, decorative showcases, political headquarters, vacation spots, and permanent
residences. The hotel as an institution, and hotels as an industry, transformed travel in
America, hastened the settlement of the continent, and extended the influence of urban
culture.
History of Hotel Industry in Nepal has turned into positive aspect after the peace process
taken action in 2008.House operated technically and in an estimated location. The world
hotel Originated from the world hostel and again the world hostel from world host, the
word Hotel was used in England in about 1760. Hotels may be generally defined as place,
which provides overnight furnished and service accommodation in return of payment.
The Nepal Hotel Industry is perhaps one of the oldest commercial endeavors in the
world. The hotel industry is a broad category of fields within the service industry that
includes lodging, event planning, theme parks, transportation, cruise line, and additional
fields within the tourism industry.
The hotel industry is a sector of business that revolves around providing accommodations
for travelers. Success in this industry relies on catering to the needs of the targeted
clientele, creating a desirable atmosphere, and providing a wide variety of services and
amenities. Managing hotels has grown from its modest roots in providing the bare
essentials of lodging into a large, multi-faceted, and diverse industry.
The foundation of the hotel industry is, of course, the business of providing lodging.
Travelers depend on hotels to supply a secure, pleasant place for a temporary stay.
Whether the guests are business people on the road for work, families on vacation, or
groups of tourists, they all need comfortable accommodations, and they hotel industry is
where they turn to find them. Most hotel rooms are designed for a short stay, and come
equipped with a bed, bathroom, linens, and basic features such as a phone and television.
The hospitality industry is much broader than most other industries. The majority of
business niches are composed of only a handful of different businesses, but this industry
applies to nearly any company that is focused on customer satisfaction and meeting

leisurely needs rather than basic ones. While this industry is very broad, there are some
defining aspects that are important to understand.
One of the most defining aspects of this industry is that it focuses on customer
satisfaction. While this is true of nearly every business, this industry relies entirely on
customers being happy. This is because these businesses are based on providing luxury
services. Very few hospitality businesses provide a basic service that people need, like
food or clothing.
Another defining aspect of this industry is its reliance on disposable income and leisure
time. For this reason, the majority of these businesses are for tourists or rich patrons. If
disposable income decreases due to a slump or recession, then these are often the first
businesses to suffer because customers wont have the extra money to enjoy their
services.

While this is a very broad industry that can incorporate many different businesses, there
are some defining elements that set it apart from similar businesses. Not only do these
companies focus on service and luxury, but they also depend on disposable income and
giving customers what they want. The broad-reaching hospitality industry ensures that
every customer is happy because brand loyalty is essential.

1.2

Characteristics of Hotel Industry

The concept of hospitality refers to friendly behavior towards visitors. Its ultimate
objective is to provide facilities for people travelling away from their familiar home
environment. Hence; hotel is a principal place of the hospitality business, which has
charm atmosphere and characteristics. Its primary objectives are providing food,
beverage, accommodation and basic amenities during the stay of guests /visitor for the
comfort and convenience. The characteristics of the modern hotels are as follows
1.

Clean and comfortable rooms attached with bathrooms/ toilets, fully equipped
with necessary supplies

Clinic facilities with qualified doctoral and necessary supplies

Account department for banking works and overall activities of hotel accountancy

Top management of the security and protection, and 24 hours maintenance

facilities

Open 365 days a year and 24 hours a day, longer working hours and work includes
weekends and holidays

Depends heavily on shift work

Strives for guest satisfaction, yet services are intangible (for use not possession,
cannot be test driven), production and consumption takes place at the same time with
the guest present
Perish ability of the product
Still relatively labor intensive

The Nature of hotel work

Wages and Salaries: - The hospitality industry is labor intensive and many of the jobs
require low levels of skill and education.
Work Environment:-Environment can be quite good compared with other industries.
First class and luxury hotels are often considered fine places to work, while conditions
can be viewed as less satisfactory in some older, poorly maintained hotels.
Hours and Days of Work:-Because the industry caters to travelers, who may seek
hospitality services at any hour of the day or night, a vast number of hospitality
operations are open when other businesses are closed. Except for some lodge properties,
hotels are open and staffed twenty-four hours a day, seven days a week, including
holidays.
Travel Opportunities: - One of the attractions in this industry is the potential it offers for
travel. A number of chain organizations in the segment customarily transfer employees
from one property to another every few years.
Opportunities for Advancement:-In hospitality, there is a long tradition of mobility.
Employees at all levels have always found it possible to change jobs readily, and many
have done so with great regularity.
People Oriented Profession: - Because the hospitality industry serves the needs of the
traveling public, the majority of people working in this industry are in constant contact
with guest and customers. Social skills and ability to communicate effectively with
others are important assets for people in this industry.
Trends in Hospitality and Tourism

Globalization: the world is becoming a global village, there if free movement

worldwide

Safety and security: travelers are exposed to a lot of risks while traveling and are
very conscious of security of wherever they go

Diversity: diversity in terms of employees and also in terms of guests

Service: service is at the top of guests expectations. Training is crucial to

enhance service delivery

Technology: technology is a driving force of change improving efficiency and

integration of guest service. Integration presents serious challenges.

Legal issues: guests are more aware of their rights. Government regulations and
complexities of employee relations must be taken care of.

Changing demographics: more and more people are joining the traveling groups
with more disposable income and better propensity to take holidays.

Price-value: price and value are important to todays discerning guests

Sanitation: sanitation is critical to the success of any foodservice operation.
Guests expect to eat healthy foods that have been prepared in a sanitary environment.

Hospitality Industry Philosophy

Evolved from traditional management roles to that of associates, giving resources and
support
Participative management resulting in empowerment
Corporate philosophies are moving away from production to guest service. People are
going out of their way to satisfy guests, embracing innovation and creativity over statusquo attitudes
Service philosophy is a way of life.
Marriot Hotels for example say they exist to serve the associates, the customers, and the
community (Take care of Marriot People and they will take care of Marriot guests
They believe in a commitment to continuous improvement and overcoming adversity, and
good old-fashioned dedication to hard work and having fun while doing it.

1.3

Market Share

With better days in both the capital market and tourism, hotel stocks might see brighter
times in the capital market.
The market capitalization of listed hotels has gone up by 20 per cent in the last one year.
Though the hotel industry is considered to be promising with a bright future due to the
budding tourism sector in the country, listed hotels are not faring well at the stock market.
According to recently published unaudited financials, the three hotels out of four listed
have registered seven per cent growth in profits in third quarter of current fiscal year.
Soaltee Hotel has posted Rs 120 million, Taragaon Regency Hotel registered Rs 100.8
million and Oriental Hotels recorded Rs 83.9 million as net profits in the third quarter of
current fiscal year. Hotel Yak and Yeti, which has applied for de-listing, has stopped
publishing its quarterly and annual financial reports.
The index of hotels subgroup among the nine sub groups at Nepse has registered
only seven per cent growth since the beginning of the fiscal year. The recent surge in the
capital market is yet to spill over to hotels, though they are sailing smooth due to rising
tourist arrivals in the last two years.
Only stock prices of financial institutions and hydropower companies have witnessed a
surge but shares of hotels, manufacturing and trading companies are still struggling.
Tourism industry in Nepal has been registering around a 20 per cent growth rate on
average annually making it one of the most profitable businesses. But stocks belonging to
hotels are not traded frequently and have not seen much price
Appreciation, though Soaltee Hotels bonus shares have contributed a little in increasing
the market capitalization of the subgroup.
In the last half year, only 20,489 unit shares worth Rs 2.26 million belonging to the three
hotels were traded, which is less than the turnover of Nepal Telecom (NT) on an average
day.
Despite nine five-star hotels and around 25 hotels ranging from three-stars that are
eligible for public offering, only four are listed at the stock exchange.
5

There is no obligation for hotels to issue shares to public, so it is up to them, if they

want to issue shares to public to raise funds or not, pointed out share analyst Rabindra
Bhattarai.

1.4

Outlook

The end of 2014 and the beginning of 2015 raised hopes of hoteliers as the economy
started improving across most regions worldwide. Improving capital markets, favorable
supply and demand balances, strong investor appetite thanks to higher transaction
volumes, and stronger lodging fundamentals gave a boost to the industry. Despite pockets
of geopolitical instability, this optimism should remain in place through the rest of the
year.
Does this mean that the coast is clear for gains in the hotel industry? Not really. Hoteliers
are scrambling for profits while trying to capitalize on improved tourism numbers.
Higher costs and expenses incurred by leading hoteliers for renovation or digital and
marketing initiatives to draw traffic are hurting profits.
The Nepali tourism industry has remained a lucrative investment destination to a number
of international hospitality brands. Even though some foreign investors and brands that
were operating here in the past have left the country, new brands are showing interest.
The changing political scenario and signs of tourism development have added impetus to
this sectors progress. The rising optimism has not only attracted the attention of local
investors but also foreign investors and well-known global hotel chains to explore the
potential of Nepals tourism industry.
According to the records of the Department of Industries, 79 new hotels and restaurants
were registered in the first eight months of the current fiscal year 2014/15. Interestingly
enough, 73 are foreign investment projects that have promised Rs 4.51 billion
investment. As of March 12, 2015, a total of 79 companies have promised investment of
Rs 13.37 billion. Additionally, they will create 4320 new jobs in the market. Similarly, in
the fiscal year 2013/14, 82 new industries were registered in the tourism sector.
Nepali Chains in the Scene
Local hotels too have started working on the concept of chain hotels. However, they are
not working under a common brand name. KGH Group of Hotels and Resorts and Ace
Hotels and Resorts own and operate hotels in different parts of the country. Though they
are owned and operated by a group, they do not yet operate with the true essence of a
chain concept.
The Summit Group of Hotels and Resorts runs four hotels in Kathmandu. The chain
model has central management and services are standardized across the chain. But Nepali
hotels are not operating in a consolidated brand name, Shah says. He explains that they
6

are running different types of hotels with different nature that use the same brand name
and same standards across the range. Summit and Airport Hotel cant go with the same
name and standard of series. However, it is a long-term plan.
He reveals that the group has signed a memorandum of understanding (MOU) with Leela,
an India-based chain hotel that operates 22 hotels across India for expansion and service
upgrade. Moreover, 60 percent of Summit Hotels stakes were purchased by CG and NE
Group on March 19. Ravi Bhakta Shrestha, Vice Chairman and Managing Director of NE
Group, said during the MOU signing occasion that the new plan is to develop the hotel as
an international-class heritage hotel.
Tashi Lama, Assistant General Manager at Summit Hotel thinks that it is better to run
individually than hurry to adopt the chain model. He does not see many local chains
emerge in the near future.
Encouraging Investments
Offering tax breaks and creating an atmosphere for large investments in hotels to push the
industry ahead. Tax breaks for investments in renewable energy, water conservation, tax
breaks for the purchase of vehicles and other investments in upgrading products and
better connectivity are a must to encourage this sector.
Similarly, more Nepal-based international airlines and augmentation of Nepal Airlines is
necessary to encourage the booming industry, according to her. The quick construction
of a second international airport, as well as the capacity development of Tribhuvan
International Airport, along with regional airports in Bhairahawa and Pokhara can help
develop the industry.
Tashi Lama of Summit Hotel agrees that local stockholders investing in hotels and
hospitality are positive. Establishing hotels is not enough. Tourism development needs a
proper infrastructure. It needs clear policy. The Nepal Tourism Board (NTB) and ministry
need to give direction to the industry. Hotels are increasing but tourists are not increasing
accordingly. When the number of rooms and tourists do not increase proportionally, new
hotels will have to face problems, he explains. In the next five years, new and existing
hotels are adding 2000 rooms in star category hotels. This could lead to the undercutting
of prices and unhealthy price wars between the hotels if the number of tourists doesnt
increase accordingly, experts say.
Employment generation
The tourism industry is such a pillar that it helps create job opportunities for hundreds of
people and contributes to the national economy by earning green bucks.
One tourist creates nine direct and indirect jobs as per the World Tourism Organization.
Two million tourists in 2020 means 18 million direct and indirect jobs,
Employment generation by the hotel industry of Nepal is significant. She cites World
Travel & Tourism Councils (WTTC) data, in 2013, Nepals tourism industry (includes
hotels, travel agents, airlines, and other passenger transportation services) supported

504,000 direct jobs (3.2% of the total employment). Likewise, hotels and restaurants
employ 197 thousand people, aged 15 and above.
Hopeful Future
In 2013, 800,000 tourists visited Nepal while in 2014 the number of tourists remained
less than 800,000. Nepal is a unique package of products in the world of tourism. This
has been recognized by travelers from around the world since the advent of modern
tourism in our country, she adds. Over 1.1 billion tourists travelled abroad in 2014.
International tourism generates US$ 1.4 trillion in export earnings. And, if Nepal can
bring two million tourists as planned by the government in 2020, this sector can boost the
national economy as it will be a lucrative area of investment as well as a source of
earning foreign currency to the country.
Lists of Five Star Hotels in Nepal

Table 1: Five Star Hotels in Nepal

1. Hotel Yak & Yeti, Durbar marg
2. Hyatt Regency, Boudha
3. Soaltee Crowne Plaza, Tahachal
4. Radisson Hotel, Lazimpat
5. The Malla Hotel, Thamel
6. Hotel de l' Annapurna, Durbar marg
7. The Everest Hotel, New Baneshwor
8. Le Meridien Kathmandu, Gokarna
9. The Fulbari Resort & Spa, Pokhara
10.Dwarika's Hotel,Battisputal
1.2

Brief Introduction to Company

1.2.1 Hotel Soaltee Crown Plaza

8

Hotel Soaltee Crowne Plaza Kathmandu is considered a legendary landmark within the
Kathmandu cityscape and is also the premier hotel of the Kingdom.
Spread over 11 acres of space and surrounded by manicured gardens and with views of
the mountain ranges, the Soaltee Crowne Plaza offers a resort atmosphere for both
business and leisure travelers.
Soaltee Crowne Plaza Kathmandu offers 283 Superior, Deluxe and Crowne Plaza Club
rooms, eight Executive Suites and seven Regal Suites. Non-smoking rooms are also
available.
Soaltee Crowne Plaza Kathmandu Hotel scores well with a 3.8 from 73 HotelTravel.com
guests.

1.2.2 History of Hotel Soaltee Crowne Plaza

Soaltee Hotel started business in 1966 as a Five Star Hotel. The hotel was registered as a
private limited company in 1969 and became a public limited company SOALTEE
HOTEL LIMITED (SHL) in the year 1975. We are registered at the Securities Board of
Nepal (SEBON), a regulatory body, and listed in Nepal Stock Exchange Ltd, Nepals sole
stock exchange. Our shares are traded in Nepal Stock Exchange Ltd (NEPSE) under the
SHL code.

Our Soaltee Hotel (now called Soaltee Crowne Plaza Kathmandu) was operated by The
Oberoi Hotels of India under brand Soaltee Oberoi from November 1969 to May 31,
1994, under the Hotel Management Agreement.
Since June 1, 1994, the Soaltee Hotel has been operated by the Holiday Inns China
Limited -- a wholly-owned subsidiary of InterContinental Hotels Group (IHG), one of the
world's leading hospitality chain companies -- under its current Soaltee Crowne Plaza
Kathmandu name.
Soaltee Crowne Plaza Kathmandu is a luxuries Five Star hotel. It has 282 guest rooms
with all modern amenities, state-of-the-art facilities, five restaurants, a health club, a
beauty salon, swimming pool, a tennis court, Conference Hall, meeting halls and miniconference halls. It also houses a separate building block, a separate flight kitchen unit
building, and seven presidential-regal suites for VVIPs. The hotel operates five eateries
within its premises -- The Garden Terrace is an all-day-dinning caf/restaurant with 24/7
service; Al Fresco serves the best in Italian cuisine; Kakori offers Indian and continental
food; China Garden serves Chinese cuisine and is operated under the franchise license of
the global China Garden brand; and the Rodi Bar is there for light snacks and drinks. The
hotel also offers 24/7 room service for its guests.
Soaltee Crowne Plaza Kathmandu covers an area of about 12 acres in Tahachal,
Kathmandu. It is about 8 km from the Tribhuvan International Airport and 4 km from the
famous Kathmandu Durbar Square in the center of Kathmandu.
It also operates the LSG Sky Chefs Kathmandu, which caters to some of the top
international airlines flying in and out of Kathmandu, having serving capacity of fullfledged 3,500 meals per day to different International Airlines. The flight kitchen unit is
operated under the franchise of LSG Sky Chefs and is located at Gaushala, Pashupati at a
vicinity of the Tribhuvan International Airport (TIA).
Rooms and Amenities and Services:

Central air conditioning

Attached bathrooms
Color television with satellite
International direct dial telephones
Internet and e-mail access capability
Temperature control
Tea / coffee making machine
Mini bar
Hairdryers

10

Check-in 2:00 pm
Check-out 11:00 am

Health Club after a hectic day of sightseeing. Plunge into our blue water swimming pool
which is designed in neoclassical architecture. Beauty Salon and Barber Shop offer a
wide range of beauty treatments. Have a date with lady luck at Casino Nepal the biggest
24-hour, on premise casino in Nepal. Pick up some souvenirs for your memories at our
Shopping Arcade. Enjoy a game of bowling at the in-premise Bowling Alley.
Dining & Entertainment
Whatever your taste you can indulge it in our five world-class restaurants and a Bar.
Bukhara features meals cooked in tandoor, using recipes and methods preserved since
the mediaeval ages. Garden Terrace Coffee Shop serves multi cuisine breakfast, meals
and light snacks. Al Fresco serves authentic Italian meals and is the most popular Italian
restaurant in town. China Garden serves oriental delicacies from around South East Asia
and Rodi Bar located just off the lobby offers the choicest drinks and snacks. Relax in
the privacy of your own room and dine with 24-hour Room Service.

1.2.3 Milestone
Soaltee Crowne Plaza, a reputed five-star hotel in Kathmandu, has started construction of
a four-star hotel in Karkado of Nepalgunj.
The hotel is currently building boundary walls. Construction of boundary walls is at
final stage, Kiran Joshi, project manager of the hotel, said. We will begin construction
of construction of buildings after boundary walls are built.
The new hotel will have 81 rooms with all modern amenities. It is being built at an
investment of Rs 400 million on in 35 katthas of land.
Soaltee Crowne Plaza had acquired the land two years ago.
According to Joshi, the hotel will have a swimming pool, meeting halls and restaurants.
The main building will have six stories. The hotel is also using energy-efficient
technology.
Considering long power cuts, Joshi said the hotel would install Radiant technology which
consumes less energy. The new technology will make the hotel environment-friendly,
he added.
Ravi Bhakta Shrestha, director of the hotel, said the new hotel will cater quality services
to people outside the valley. The new hotel will cater standard and luxury services to
tourists and diplomats reaching Nepalgunj the commercial hub of mid-western region
and surrounding areas, said Shrestha.

11

Likewise, Janardan Pandey, president of Hotel Association Nepal, Banke said that the
operation of Soaltee hotel will be a milestone for tourism industry in western part of the
country.

1.2.4

SWOT Analysis

The SWOT analysis of SBL can be tabulated as follows:

Strengths:
Human Resources are well trained and are dedicated toward its hotel. Provide high
remuneration and other benefit to its staff.
Equipped with latest technology; Thus the services of the hotel are prompt and
accurate.
Business Economy.
Weakness
Unable to become hotel of the year.
Increase of the branches increases the operation cost, administration expenses, salary
etc.
Political instability is another weakness.
Threats:
Emerging and existing hotels
Political disruption.
Change in customers demands and needs.

12

1.3

Introduction of the Project Study

This report provides information obtained through various websites regarding the Hotel
Industry of Nepal and the Staff benefits in Hotel Industry. This report will pay particular
attention to one of the legendary landmark, and will highlight major strengths and
weaknesses while offering Benefits to its employees and Staff members. The report
will comment on the prospects of the company. These observations do have limitations
which will be noted. This report will explain how an individual working at a large hotel
industry will be benefitted in his /her life.
1.3.1 Introduction of the Topic Title
Staff Benefits in Hotel Industry
The hotel sector is clearly the bright spot in our nations economy and this report project
underscores what we have known all along: Hotel jobs are good jobs, with high wages,
benefits and the opportunity to advance quickly into a life-long career, Hotel
employees are the backbone of our industry. Thats why its especially troubling that in
cities like Kathmandu, small business hotel owners are being singled out by unionbacked extreme wage initiatives that will hurt those seeking to get on the ladder of
opportunity.
1.4

Objective of Study

The main Objective of my study on Staffs benefits in hotel industry is to highlight major
strengths and weaknesses while offering Benefits to its employees and Staff members in
Big Hotels of Kathmandu. This report will comment on the prospects of the company.
The purpose of the project report is to examine and assess the organizations strategy for
recruitment and selection. An attempt to establish what level of understanding the
organization has of their staffs recruitment and selection process

To be adapted to the real life working environment.

Develop interpersonal and communicative skills.

Develop appropriate skills and attitude.

To study, understand the functioning of the departments.

To get practical exposure.

13

Working at Soaltee Crowne Plaza

1.

Meeting Different Type of People

This is the best part of working at a hotel. You get to meet so many different types of
people. There are the control freaks, the sociable, the ones who hate small talk, the ones
that try to get something from nothing, and of course the really mean people.
These people come from ALL over the world
It is just a great learning environment about communicating and listening to guest's need
because in the end the customer has to feel satisfied from the experience or they will not
come back.
2.
Responsibility
When working the hotel, there is a lot more responsibility that others do not realize you
have. The front desk is the face of the hotel. That is the first person you meet when you
check in and the last you see when you check out. They are the ones you go to when there
is a problem with the room or just a problem with the hotel in general. When going to the
front desk, that person is expected to know all the answers to their problems. Now, I
know how to handle most, but there are situations that are unusual to come up.
This definitely teaches your patience and stress management. This also teaches you
customer service.
3.
Experience
In a hotel, you can work your way up into different positions. When being at a place for
more than five years, either you get promoted or stay in the same position, but a hotel's
staff is a constant switch. If you want to be a manager at a hotel, you remain loyal and
work hard. You can get to that type of position or a position with a salary. At the hotel I
work at, this opportunity is definitely in grasp that is if you want it!
It is a job with responsibility as I stated previously and all that you have learned will
come in handy. Plus everything you learned can be adapted to any work situation. There
is always a product to be sold and the customer has to be satisfied in every work place!
Soaltee Crowne Plaza provides recognition program for outstanding performance so
employees feel their accomplishments are valued and recognized.
Pay and Benefits
Soaltee offers competitive compensation and benefits for all associates. Depending on job
role and location, Marriott associates receive:

Competitive benefit packages

Hotel room discounts

Discounts on food and beverages, as well as retail discounts in our gift shops.

Competitive pay and advancement opportunities

14

Soaltee Hotel provides everything they can to keep its employees happy, motivated and
well looked after They are the companys most valuable asset! These benefits will vary
from one property to the next but here is a general overview of what is provided as
standard.

Free meals whilst on duty

Uniform provided and laundered free of charge
28 days holiday per year, which increases with service
Loan offered
Pension scheme
Package of healthcare benefits
Free use of the spa and gym facilities out of hours and subject to availability at
properties with these facilities or enjoy a discount.

Most job titles in the lodging industry pay above minimum wage. More than half of
respondents have starting rates above the minimum wage for eight out of 10 job titles
surveyed. These hourly-positions offer a fast-track to upward mobility and serve as a
gateway for new workers to enter the lodging industry.
Highlights of the project include:

Nearly 40% of respondents pay 100% of their workforce above the minimum wage.

Almost half (45.1%) pay 75% or more of their employees above the minimum wage.

85.8% of the respondents provide medical insurance benefits to non-exempt workers.

Nearly 62% who offer employee healthcare benefits, subsidize basic individual plan
premiums at 60% or greater.

80% of minimum wage workers are eligible for promotion in less than a year and
100% are eligible in less than two years.

The Survey findings show that the hotel industry is a leader in job creation,
advancement opportunities and high wages. Current efforts to significantly increase entry
level wages could be disruptive and have negative and unintended consequences for the
entire hotel wage scale. The pervasiveness of local, extreme wage increases will impact
the entire wage structure of a business, which will undoubtedly slow or stifle further job
creation in a local market.
The survey is among many recent surveys that spotlight the negative consequences of
extreme wage initiatives that could result in a drag on the economy resulting in the
hundreds of millions of dollars with thousands of job losses.

15

1.4.1 Statement of Problems

Call. Events happen on weekends and at night so you're consistently at work.

Have to learn to deal with common types of travelers, some who aren't pleasant.
In the tourism industry, your hotel's occupancy and financial health is dependent on
things like the economy, weather, and even airline availability and things change
quickly.

Hospitality industry is known for its extended, odd and uncertain hours of operation.
Most hospitality premises have to operate 24 hours per day, if any colleagues are on
leave, others might have to extend their working time or work load in order to
compensate the efficiency of work. For instance some restaurants operate only during
breakfast or lunch hours. Employees working under these sectors of the hotel
management have to cope themselves with the irregular working time. However,
employees are human too; they need adequate rest time in order to maintain high
work efficiency. There are cases where employees work over time just to compensate
the work load of absent workers, they fell sick or ill.

. Hospitality industry is also known for its tremendous workload. Employees working
under the hospitality industry have to put in a great deal of hard work in order to cope
up with the workload in the hospitality industry. However, if an employee graduates
from any hospitality management sector, he or she will be trained to handle the
workload that they might face when working in the corporate world later on.

1.4.2

Significance of Study

Progressive companies say benefits help retain employees, increase employee

productivity, and help attract talent,
In todays job market, obtaining a Bachelors degree can be the first step to a successful
career. However, many employers look for students who have held internship or co-ops
during their collegiate experience because employers understand the value they bring.
Below are four reasons why internships are so important for todays college student.
Internships can help students identify career paths
Competition is high
Internship can build connections within a career field
Networking Opportunity

16

1.4.3 Limitation of Study

The population of the represented company is very large; almost a thousand staffs and
employers work for the industry
since the questionnaire designed to measure the staffs benefits seems not to provide
enough evidence of the staffs
In addition, for the assessment of the project, certain degree of subjectivity can be
found. In fact, it would have been sort of objective if it had been decided by two or
three examiners.
This study is also limited by the lack of primary data. Although every attempt was
made to obtain more interviews, numerous real-world reasons hampered this effort.
Some potential interviewees were justifiably concerned about the purpose of the
study, the background of the author, and the way information that would be obtained
in an interview would be used. Numerous contacts never replied to emails or
voicemails.

1.5

Research Methodology

The process used to collect information and data for the purpose of making business
decisions. The methodology may include publication research, interviews, surveys and
other research techniques, and could include both present and historical information.
Research Methodology is specific way of performing an operation that implies precise
deliverables at the end of each stage of the research. Research methodology is concerned
with various method and technique used in the process of research studies. It is a way to
systematically solve the research problem. It refers to the various sequential steps to
adopt by a researcher in studying a problem with certain objective in a view. For adequate
data from related organization and institutes make report viable. At first we have to fix
the subject matter of report and then we should consult with the related institutes for data
collection.
1.5.1 Research Design

17

A research design is the "blue print" of the study. The design of a study defines the study
type (descriptive, correlational, semi-experimental, experimental, review, meta-analytic)
and sub-type (e.g., descriptive-longitudinal case study), research question, hypotheses,
independent and dependent variables, experimental design, and, if applicable, data
collection methods and a statistical analysis plan. Research design is the framework that
has been created to seek answers to research questions.

1.5.2 Sources of Data

The study is based on both secondary data and primary data which are as follow:
Primary data

Discussion with staff and Hotel Supervisor

Personal observation

Secondary data

Bulletins and reports of the organization

Broachers , magazines and leaflets of the organization
Different publication
Website of Hotel Soaltee Crowne Plaza

But here the main source of data is secondary data. Besides, necessary suggestions are
taken from various experts both inside and outside of hotel whenever required.
1.5.3 Data collection technique
The technique use for collecting data is:

Observation method: Observation is a fundamental way of finding out about the

world around us. As human beings, we are very well equipped to pick up detailed
information about our environment through our senses. However, as a method of data
collection for research purposes, observation is more than just looking or listening.
Research, simply defined, is systematic enquiry made public (Stenhouse, 1975).
Firstly, in order to become systematic, observation must in some way be selective. We
are constantly bombarded by huge amounts of sensory information. Human beings
are good at selectively attending to what is perceived as most useful to us.
Observation harnesses this ability; systematic observation entails careful planning of
what we want to observe. Secondly, in order to make observation public, what we
see or hear has to be recorded in some way to allow the information to be analyzed
and interpreted.
Interview method: An interview is a conversation between two or more people
where questions are asked by the interviewer to elicit facts or statements from the
18

interviewee.[1] Interviews are a standard part of qualitative research. They are also
used in journalism and media reporting (see Interview (journalism)) and in various
employment-related contexts. The qualitative research interview seeks to describe and
the meanings of central themes in the life world of the subjects. The main task in
interviewing is to understand the meaning of what the interviewees say. Interviewing,
when considered as a method for conducting qualitative research, is a technique used
to understand the experiences of others.
Telephone interview:

This is an economic method of collecting the data in a short period of time. This method
helps a lot to interact with the customer directly. This method cost very low and less time
and effort also. Therefore this data was also used for collecting the information.

Questionnaire method:

It is a standardized plan of data collection. It is also an instrument consisting of a series of

question and other prompts for the purpose of gathering information from respondent.
questionnaire have advantage over some other type of surveys in that they are cheap, do
not require much effort from the questioner as verbal and often have standardized answer
that make it simple to compile data. The question was asked to the customer of
Siddhartha bank limited in order to collect data.
1.5.4 Structure of Study
This study has been developed around one major theme structural characteristics of the
hotel industry that may be obstacles to adoption of environmental responsibility and the
advantages it provides to its staff members.
When employers are committed to the provision of training and development, for
example, there act is reciprocated by the employees with increased commitment toward
the organization, performance increases as employees are more skilled and committed to
the profession, resulting in a win-win situation for both parties. In simple terms, each best
practice technique aims at developing the employees and increasing their commitment,
with the resulting intention to improve the organizational performance, and ultimately
create a sustainable competitive advantage. Following we briefly present the fifteen best
practice techniques that have been outlined by prominent authors.
Employment security, selective hiring, effective use of teams, effective compensation
strategies, performance appraisal, training and development opportunities, status
differences with clear job descriptions, flatter organizational structures that enhance
information sharing and communication, grievance procedures, promotional criteria,
employee ownership, empowerment of employee in the form of decision making
abilities, taking into consideration employees suggestions, job rotation, and possibilities
of progression.
Training and development

19

The aim is to provide staff with the necessary skills and knowledge to fulfill the
organizations corporate and business plan (Johnson, 2000). Training should not simply
occur with specific reference to an operational task. The development of employees in
multiple ways is a method for instilling commitment, as reciprocation of this commitment
can been seen through the employees improved performance. Overall, these were used to
promote organizational understanding, improve staff communication and selfunderstanding, and enhance self-esteem. The philosophy was that only the best could be
delivered by the employee if they feel good about themselves.
Teamwork
The conceptualization of a physical teamwork within an organizational environment has
proved more difficult than first thought by early management writers. Effective teams
within an organization.
Should be totally self-aware and self-managed, not only being accountable for
organizational tasks, but also being self-regulated tonsure that the team performs as one
at all times.
Performance Appraisal
Recently there has been an increasing use of performance appraisal and compensation as
a means of increasing overall commitment toward the organization. There are many
methods of performance appraisal that are used within organizations today, such as
operational performance and productivity benchmarking, performance appraisals with
management, average sales figures, organizational performance and others. Performance
appraisals allow for the measurement of the individual performance of employee and/or
the team. It can be considered an HRM best practice, as it provides an outline for
employees within the organization to improve their performance regarding not only
organizational objectives and operational processes but personal goals as well.
Effective compensation
Effective compensation strategies have been highlighted as a practice that creates high
commitment. This is created through compensating the employee in line with their
superior performance, using either financial or non-financial means. This area is
inextricably linked to the area of performance appraisal since, if
Communication
As organizations become increasingly complex, sound two-way communication is
essential to ensuring the organization runs smoothly. Communication, if used as a best
practice, provides all employees with a voice within the organization. Sound
communication within an organization also allows each employee to know exactly what
is expected as far as their responsibilities and organizational mission statement and what
is happening within each organization area.

20

Consequently, the analysis of employee needs in the tourism industry constitutes one of
the main presuppositions both for understanding their attitudes and motivating factors
and for designing an incentive system which will contribute to the improvement of
organizational performance. One of the most influential approaches that tries to explain
the phenomenon of work motivation is an analysis of peoples needs. One of the very
clearest analyses of peoples motivation is contained within the principles of scientific
management.

Conclusion
The compensation packages that businesses offer to employees play an important role in
the companys ability to attract top talent as job candidates. Top-performing employees
greatly impact the competitiveness and productivity of a small business. The specific
components of an attractive compensation package vary per employee. A high base salary
may attract a top job candidate that is 20-something and single, while a job candidate
with a family may consider a flexible work schedule extremely important.
Compensation often impacts an employees motivation and job satisfaction, although it is
not the only factor. Compensation systems positively impact a large percentage of
workers' performances. Many employees feel motivated to help their companies succeed
if the employer shares its profits with employees, such as with bonuses or profit-sharing
plans. The greatest impact of money on productivity and performance is in jobs where
performance is directly related to compensation.
Although hospitality sector employees are less likely to receive health insurance coverage
and retirement benefits from their employers when compared with respondents employed
in other sectors, the likelihood of receiving employee benefits increases with job tenure,
income and educational attainment. A discussion on the possible strategic initiatives for
increasing employee benefits in this sector is included for industry leaders, policy
makers, economists. Key words: Retirement, Employee Benefits, and Health Insurance
JEL: D14, J01, and and J10 1.
The hospitality and tourism industry has grown considerably over the past decade, and is
expected to remain one of the high-growth industries through 2014. However, the
availability of a skilled pool of labor for this sector has not kept pace, and is likely to
remain in short supply in the near future. As a result, the need to retain employees, and
improve employee experience within the organization, has become increasingly
important. Increasing employee job satisfaction results in higher levels of customer
satisfaction, increased employee productivity and, consequently, an increase in revenue
and profits for the employer. Employee benefits play a crucial role in attracting and
retaining quality personnel in the industry. While the need to retain employees and reduce
turnover within the industry is paramount to revenue generation and market expansion,

21

short-term cost reduction pressures currently force many employers to offer benefits that
are less competitive than other industries within this sector.

Review of Project
Recent studies in this area find that availability of employer-provided benefits, such as
retirement and insurance plans, helped increase employee job satisfaction and reduce
employee turnover in hospitality services companies (which led to an increase in
customer loyalty, Other studies find that a benefits-based incentive structure increased
motivation and commitment among employees (providing greater employee benefits,
sharing corporate profits with employees and involving employees in human resource
decisions resulted in the retention and accumulation of greater industry-specific human
capital in firms.
Employer-provided health insurance and retirement plans are the dependent variables for
this study. The next part of this study examines the likelihood of access to employer
sponsored health insurance and retirement plans among hospitality industry employees
only.

22

Chapter II
2.1

Data Analysis

2.1.1 Data Processing Procedure

The collected data have no meaning if such data are not analyzed. Analysis of data related
to the process of determining the existing presentation in financial institution. For
completion of this report data have been presented and analyzed in the following ways:
Graphic Representation
Simple graphical diagrams are one of the simplest data describing figures used for the
presentation of tabular form of data in graphical form. It consists of simple bar diagram,
pie chart, tree diagram, for presenting facts and figure in graphical form.
2.1.2 Figures or Financial Tool
For the purpose of collection of necessary primary data we have conducted a
questionnaire to selected employee groups (managers and staffs). Those questions along
with its figures and analysis are explained as below:
As per figure 2.1, out of 50 respondents (cardholding customers), 52% were male and
48% female.

23

Table 1: Gender Distribution of Customer

Male

52

Female

48

Source: Field Visit 2016

Figure 1: Gender Distribution of Customer

Gender Distribution of Customer

Male

Female

24

As per figure 2.2, out of 50 customers on the basis of age group, 57% were above 30,
12% were between age 18-25 and 31% were between 26-30 years.

Table 2: Age Distribution of Customers

Below 15

0%

18-25

12%

26-30

31%

Above 30

57%

Source: Field Visit 2016

25

Chart Title

11%

Be low 57%
15yrs

18-25

31% 30yrs
Above

26-30

Figure 2: Age Distribution of Customers

From the above figure we can know that there are no child labor in this hotel and
people between ages 18-25 are of 12%, people between the ages 26-30 are of 31%
and people above 30 works maximum of 57%.

Table no 3: Education Level of Customers

SLC

10+2

Bachelor

18

Master

20

Doctorate

Source: Field Visit 2016

26

Figure 3: Education Level of Customers

30

25
20
15

2
2

10
5
0

1
1
0
SLC

3
3

18

20

5
5

7
10+2

5
Bachelor

Master

Doctorate

As per figure 2.4.2.4, out of 50 customers, 68% (32) were satisfied with the benefits
made by the hotel where as 12% (6) were not satisfied with the facilities and similarly
20% (10) of them were neutral about the benefits provide by the hotel.

Chapter III
Summary, Conclusion and Recommendation
3.1

Summary

After going through various observation and study there are allot of facts discovered
regarding the Hotel Industry to satisfy their employees. During my study period I found
out some flaws in the environment of the hotel which directly affected the facilities
provided to the staff.
Limitation of the number of staffs was felt at the branch.
27

Flow of customers and cash counters available at the hotel is incomparable.

Staffs should be are not given proper authority and responsibility to perform their task
flexibly.
The process is lengthy regarding the operations of task.
Only 26% of staffs are highly satisfied whereas 50% are moderately satisfied. The
hotel should improvise on its policies and hospitality to increase the number of very
satisfied people.

3.2

Conclusion

Findings and thoughts: This study has attempted, through the previous different sections,
to highlight some of the core benefits a staff will benefit by working in Hotel Industry.
This study has been intentionally broad and ambitious, in an attempt to synergize a wellknown 5-star hotel Soaltee Crowne Plaza of Kathmandu Nepal and achieve common
ideas from not only the hospitality industry but other service industries as well. As
approached, this study has tried to shed some light on an essentially new way of
characterizing the hotel industry in relation to its environmental responsibility profile.

28

3.3

Recommendations

With reference to findings and the conclusion drawn out above following
recommendation can sorted out.

The organization must focus on providing different type of trainings to the staff.

29

The organization must emphasis on its promotional and marketing activities so that it
can create more customer attraction towards the hotel. It will further help the
organization to enhance its image and increase its degree of success in the context of
todays competitive financial industry.
The direct access of the customer into various departments can be described to ensure
more security.
Customer is the valuable aspects. So the organization should increase its services
speed while satisfying customer in less time.
The organization should look forth to be more spacious in near future.

If the above mentioned weaknesses are properly handled, it would be the best hotel in the
economy.
The proper guidance and supervision should be provided to the students before,
during and after the completion of the internship program and for preparing project.
The college should make frequent visit to the organization or be in contact with the
supervisor under whom the students are working in the organization to know about
the regularity and performance of the student

30

APPENDIX
3.1

Appendix-I

The data is collected from primary source i.e. questionnaire which is distributed to the
employees of Hotel Soaltee Crowne Plaza.
I am Sajal Shakya student of BHM (Nesfield International College). I am doing this
survey as a partial fulfillment for the degree of BHM. Your response to this questionnaire
is very important for me and I will be thankful for your cooperation.
Some of the factors that you consider while selecting a particular bank are
summarized in the following questions.

Personal Information
Please tick mark on the following question answers about the employee
Q.1

Gender:
( ) Male

Q.2

Age:
( ) below 18

Q.3

( ) 18-25

( ) 10+2

( ) 20,000-40,000

( ) Bachelor

( ) Master

( ) Doctorate

( ) 10,000-20,000
( ) >40,000

Designation
( ) Intern
( ) Hotel Supervisor
( ) Any other (Please Specify)

Q.6

( ) above 30

Personal Monthly Income:

( ) < 10,000

Q.5

( ) 26-30

Level of Education:
( ) SLC

Q.4

( ) Female

( ) Lodging Supervisor ( ) Chef

How satisfied is you with the service and facilities of the hotel?
( ) Very satisfied

( ) Satisfied

31

( ) Neutral
Q.7

( ) Unsatisfied

Are you satisfied with the bonuses provided by Hotel?

( ) Yes

( ) No

( ) Neutral

Q.8 What was the reasons for selecting the particular Hotel for your carrier? (You can
check more than one option)
( ) Reputation of the hotel
( ) facilities provided by the to the employees
( ) Location of hotel
( ) Good personal relationship with the hotel
( ) Others (Please Specify)
Appendix-II
The data are also collected from secondary sources i.e. form websites, thesis and by
reference of text books.

32

BIBLIOGRAPHY
Books
Shrestha, M.S, (2012), Fundamental of Hotel Industry.
ACADEMIC Enterprises Pvt. Ltd.

Kathmandu: Buddha

Shrestha, M.K & Bhandari, D.B (2012) Financial Market and Institutions. Kathmandu:
Asmita Publication Pvt. Ltd
Websites
http://www.ihg.com/crowneplaza/hotels/us/en/kathmandu/ktmnp/hoteldetail?
cm_mmc=GoogleMaps-_-cp-_-NPEN-_-ktmnp
www.google.com.np
http://kumarijob.com/newspaperjobs/soaltee-crowne-plaza-kathmandu/executiveassistant-to-general-manager-5139

33