CHAPTER ONE

INTRODUCTION AND STATEMENT OF THE PROBLEM

1.1    BACKGROUND OF THE STUDY

          A hotel manager, hotelier, or lodging manager is a person who manages the operation of a hotel, motel, resort, or other lodging-related establishment. Management of a hotel operation includes, but is not limited to management of hotel staff, business management, upkeep and sanitary standards of hotel facilities, guest satisfaction and customer service, marketing management, sales management, revenue management, financial accounting, purchasing, and other functions. The title “hotel manager” or “hotelier” often refers to the hotel’s General Manager who serves as a hotel’s head executive, though their duties and responsibilities vary depending on the hotel’s size, purpose, and expectations from ownership. A hotel’s General Manager is often supported by subordinate department managers that are responsible for individual departments and key functions of the hotel operation (Wikipedia, 2017).

          Hotel managers are responsible for managing employees and for planning, marketing, coordinating and administering hotel services such as catering and accommodation facilities.

          Hotels provide meals, drinks, attractions, accommodations etc., to the general public or persons in transit especially people traveling to places where they have neither their own homes nor any relation to cater for their needs. Such persons will like to know few things about the hotels in their transitory area. In other words, they may like to know about available hotels, the categories of such hotels, the room and suit fares, and the type of food served, the necessary comfort customers are accorded – with, the game that is both indoor and outdoor games available and perhaps and other special feature that make such hotels appealing to the sojourners in transit.

1.2    STATEMENT OF THE PROBLEM

Managing a hotel is not an easy task. To succeed in hotel business, managers should work on multiple channels and issues. Hotel industry is an ever blooming business. Travel and tourism keeps on growing every year. Travellers always look for the perfect accommodation. Due to very high demand in accommodation, the competition is also high in this business. In the crowded travel spots, you can see hotels at each and every locality. High competition is a major challenge in this sector. To reap high profits, new or existing competitors could significantly reduce rates or provide greater conveniences, services or amenities, or significantly expand, improve or introduce new facilities in the markets.

          Furthermore, as the technology is improving day by day, there are lots of options available for the hotels in capturing their market space online. But according to a recent survey in the year 2016, almost 70% of the hotels across the world still follow the old marketing practices. Due to poor marketing efforts, sales and brand recognition gets affected to high extent.

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