Introduction to Hotel

Hotels are classified on several bases according to their location, purpose, level of service, size, and ownership. Any five bases are explained below, each with an example.

1. Based on location Hotels are classified according to the place where they are situated, because location decides the type of guests and services offered. A hotel near an airport mainly serves transit travellers, while one near a beach or mountain serves holidaymakers. Example: A resort hotel at Pokhara Lakeside (near a tourist spot) or an airport hotel near Tribhuvan International Airport.

2. Based on target market (clientèle) This classification depends on the type of guests the hotel intends to serve. It may be a commercial/business hotel for business travellers, a resort hotel for holidaymakers, a suite hotel for long-staying guests, or a casino hotel for gamblers. Example: A business hotel in Kathmandu city centre serving corporate clients.

3. Based on level of service Hotels differ in the standard of service and facilities they provide. They may be luxury (world-class), mid-range/medium-class, or economy/budget hotels. In Nepal this is shown by the star rating given by the government. Example: A five-star deluxe hotel such as Soaltee Crowne Plaza (luxury) or a small guesthouse (economy).

4. Based on size (number of rooms) Hotels are grouped by the number of rooms available. A hotel with fewer than 25 rooms is a small hotel, 25–99 rooms a medium hotel, 100–299 rooms a large hotel, and 300 or more rooms a very large hotel. Example: A 20-room guesthouse in a village (small) or a 300-room hotel in Kathmandu (very large).

5. Based on ownership This classification is based on who owns and manages the hotel. It may be an independent/sole-proprietorship hotel, a chain hotel, a franchise hotel, a management-contract hotel, or a referral hotel. Example: An independent family-run hotel in Pokhara (independent) or a chain hotel like Hyatt (chain).

6. Based on duration of stay (additional base) Hotels may be transient (for short-stay guests) or residential/apartment hotels (for guests staying for weeks or months). Example: An apartment hotel in Kathmandu for long-staying foreign employees.

Any five of the above bases, each with its example, earn full marks.

A chain hotel gives guests a reliable and standardised quality of service, so a traveller knows what to expect in any branch. It also benefits from a common brand name, centralised marketing and bulk purchasing, which lowers costs.

On the basis of location, hotels are classified as:

• Downtown (city centre) hotels
• Suburban hotels
• Airport hotels
• Highway hotels / motels
• Resort hotels

(b) An establishment that provides paid lodging, usually on a short-term basis, along with other guest services

A hotel is defined by its core function — providing accommodation to guests in return for payment — and it usually adds supporting services such as food and beverage, housekeeping and front desk facilities. Option (a) describes only a restaurant, (c) a convention centre, and (d) a residential complex, none of which offer paid short-term lodging as their main business.

A hotel is organised into several departments, each responsible for a specific area of operation. Any five major departments and their main roles in guest service are described below.

1. Front Office The front office is the first and last point of contact for guests. It handles reservation, registration, room allotment, guest enquiries, guest accounts and check-out. Its main role is to create a good first impression, ensure smooth arrival and departure, and act as the communication centre of the hotel.

2. Housekeeping Housekeeping is responsible for the cleanliness, hygiene and upkeep of guest rooms and public areas. It cleans rooms and bathrooms, changes linen, supplies toiletries, runs the laundry and reports maintenance defects. Its main role is to give guests a clean, comfortable and safe environment.

3. Food and Beverage Service This department serves food and drinks in restaurants, coffee shops and bars, and provides room service and banquet service. Its main role is to give prompt, courteous and quality service, which strongly affects the guest's overall experience.

4. Food Production (Kitchen) The kitchen plans menus, purchases and stores raw materials, cooks food, controls portions and maintains hygiene standards. Its main role is to prepare tasty, safe and well-presented food as ordered, within a reasonable time.

5. Sales and Marketing This department promotes the hotel and generates business through advertising, sales calls and dealings with travel agents, tour operators and corporate clients. Its main role is to inform potential guests about the hotel's facilities, attract bookings and build repeat, loyal customers.

Conclusion: These departments work as a team. The front office handles arrival and departure, housekeeping maintains comfort, food and beverage service and production look after dining, and sales and marketing bring guests to the hotel. Coordination among them is essential for excellent guest service.

Evolution of the Hotel Industry from Ancient Times to the Modern Era

The hotel industry did not appear suddenly; it grew out of the basic human need for shelter and rest during travel. Over centuries, this simple need developed into one of the largest service industries in the world. The evolution can be studied in the following stages.

1. Ancient Period (around 3000 BC – 500 AD) Travel in ancient times was mainly for trade, pilgrimage and administration. In Greece and Rome, inns and taverns appeared along trade routes to provide food, drink and a place to sleep. In India, dharamshalas and sarais served pilgrims and traders. These establishments were basic, often unclean and unsafe, but they established the idea of paid accommodation for travellers. The growth of trade routes such as the Silk Road increased the demand for such resting places.

2. Medieval Period (500 – 1500 AD) During the Middle Ages, travel was limited but religious pilgrimage increased. Monasteries and inns provided lodging to pilgrims. In Europe, coaching inns developed along roads where horses were changed. In India, the Mughal rulers built sarais and caravanserais at regular intervals on highways. These inns were more organised than ancient ones, offering stables, food and security. This period taught the industry the importance of location and service along travel routes.

3. Renaissance and Early Modern Period (1500 – 1800 AD) With the growth of cities, trade and exploration, inns became more comfortable. Inns in England and France began to offer private rooms and better food. The Grand Tour of Europe created demand for quality lodging among wealthy travellers. Still, there was no standard of service, and the industry remained small and personal.

4. The Birth of the Modern Hotel (1800 – 1900 AD) The Industrial Revolution and the railway changed travel completely. People could travel faster and farther, creating mass demand for accommodation. The first luxury hotels opened, such as the City Hotel in New York (1794) and the Tremont House in Boston (1829), which introduced private rooms, locks on doors and free soap. In Europe, the Grand Hotel and the Ritz Hotel set new standards of luxury. In India, hotels like Watson's Hotel in Mumbai (1871) and the Taj Mahal Palace Hotel (1903) were built. This period established the hotel as a formal commercial business with standards of comfort and service.

5. The Modern Era (1900 – 1945) The early 20th century saw the growth of hotel chains. The introduction of the automobile and air travel widened the market. Hotels began to be classified by star ratings. The two World Wars slowed tourism but also improved organisation and technology in the industry.

6. The Contemporary Era (1945 – present) After the Second World War, tourism exploded. Commercial air travel made international travel affordable. Hotel chains like Hilton, Marriott and Sheraton spread worldwide. In India, the Taj, Oberoi and ITC groups expanded. The concept of franchising, management contracts and budget hotels developed. Today, the industry includes luxury resorts, business hotels, boutique hotels, motels, homestays and online booking platforms. Technology, globalisation and changing traveller expectations continue to shape it.

How these changes contributed to today's industry Each period added something lasting: ancient times gave the idea of paid lodging, medieval times improved location and security, the modern hotel era introduced standards and luxury, and the contemporary era brought chains, technology and global reach. Together, these developments turned a simple resting place into a worldwide industry that serves millions of travellers every day.

A chain hotel is one of a group of hotels that operate under a common brand name, ownership or management company and follow the same standards, policies and service style (for example, the Hyatt or Marriott brands). Guests can expect similar quality at every property of the chain.

A downtown hotel is built in the centre of a city or business district, while a resort is built in a scenic, leisure-oriented place such as a hill, lake, beach or forest.

A resort is a hotel, usually located at a scenic place such as a hill station, beach, lakeside, mountain or forest, which provides accommodation along with food and a wide range of recreational facilities for guests who come mainly for vacation, rest and relaxation.

Characteristics

• It is located away from the busy city, in a calm and attractive natural setting.
• It offers recreation such as a swimming pool, spa, gym, golf, boating, trekking, games and cultural programmes.
• Guests stay for longer periods and usually come with family or friends for a holiday.
• It may be seasonal, with higher demand in the holiday season.
• It often provides full-board or package plans that include meals and activities.

Examples: Tiger Tops Jungle Lodge in Chitwan and Fulbari Resort in Pokhara.

Location means the place where a hotel is situated. Location decides the type of guests, the services and the room rates, and hotels are classified on this basis as follows.

1. Downtown (city centre) hotels. They are in the main business area of a city and are near offices, shops and government institutions. They mainly serve business travellers and conference guests, with high room rates and high occupancy on weekdays.

2. Suburban hotels. They are located at the outskirts of the city and are quieter, with a lower rate and more parking space. They serve guests who want to avoid city crowd, and local events.

3. Airport hotels. They are near the airport and serve transit passengers, airline crews and travellers with early or late flights. They often provide shuttle service and short-stay rooms.

4. Highway hotels and motels. They are on highways and serve motorists on long journeys, with easy parking and quick service.

5. Resort hotels. They are located at attractive tourist places such as a beach, lake or mountain, and offer recreational facilities for holidaymakers.

Definition

A hotel is an establishment which provides paid accommodation, usually for short stays, along with food, beverage and other guest services. It is open to the public, who are able and willing to pay and who behave properly.

Types of hotels by location

1. Downtown (city centre) hotels. Situated in the heart of the city near business and shopping areas, they serve business travellers and conference delegates. Room rates are high because of land cost, and they are often multi-storeyed with restaurants, meeting rooms and banquet halls. Example: Hotel Annapurna, Kathmandu.

2. Suburban hotels. Located in the outskirts of a city, they offer a quiet atmosphere, lower rates and good parking. They suit guests who attend local events or who want to avoid city traffic.

3. Airport hotels. Located near an airport, they serve transit and stranded passengers and airline crew. They offer shuttle service and flexible check-in times.

4. Highway hotels / motels. Located along highways, they serve travelling motorists, with parking near the rooms and simple, quick services.

5. Resort hotels. Located at scenic places such as a hill, lake, beach or forest, they provide accommodation, food and recreation like swimming, spa, boating and trekking to holiday guests. Example: Fulbari Resort, Pokhara.

6. Floatel / rotel and other special locations. Hotels on boats or ships (floatels) and hotels on wheels (rotels) are also found on the basis of unusual locations, mainly for novelty and tourism.

Commercial catering means providing food and beverage service to customers with the main aim of earning profit. It is also called the profit-making sector of catering.

Classification of commercial catering

1. Hotels and motels: serve residents and non-residents in the restaurant, coffee shop, bar and banquet.
2. Restaurants and cafes: fast-food outlets, fine-dining and speciality restaurants.
3. Pubs, bars and clubs: serve mainly alcoholic drinks and snacks.
4. Transport catering: services on airlines, trains, ships and buses.
5. Outside (off-premises) caterers: service at weddings, parties and functions at places chosen by the customer.
6. Takeaways and fast food outlets, and street vendors.

Characteristics

• The main objective is to earn profit.
• Customers pay for food and beverage, and the price depends on the cost and the market.
• The establishments work to attract customers through a variety of menus and service.
• The menu is varied and prepared according to taste and demand.
• There is competition, so quality, hygiene and service must be good.
• Business is open to the public and may be seasonal.
• Operating hours are usually long, and the service type may be a la carte, table d'hote, buffet or self-service.

Commercial catering establishments are the outlets which provide food and beverages to the public to earn a profit. The main types are as follows.

1. Hotels and motels. Provide food and beverage along with accommodation in restaurants, coffee shops, bars, banquet halls and room service.

2. Restaurants. Independent places such as fine-dining, ethnic, speciality and family restaurants serving a la carte or set menus.

3. Cafes, coffee shops and fast-food outlets. Provide quick, simple and reasonably priced meals and snacks.

4. Pubs, bars and nightclubs. Mainly sell alcoholic and soft drinks, with light food and entertainment.

5. Transport catering. Airline catering, railway and ship catering that provide food during travel.

6. Outdoor / off-premises catering. Food service at weddings, conferences and parties at the client's chosen place.

7. Takeaways, canteens and street food stalls. Sell food to be eaten elsewhere, or small food stalls on streets and in markets.

Meaning

A hotel is a commercial establishment which provides paid accommodation to travellers and guests, usually for a short stay, together with food, beverage and other services, so that they feel comfortable away from home.

Definition

According to the British Hotel Act (1956), a hotel is "an establishment held out by the proprietor as offering food, drink and, if so required, sleeping accommodation to any traveller presenting himself who appears able and willing to pay a reasonable sum for the services and facilities provided, and who is in a fit state to be received."

In simple words, a hotel is a place open to the public that provides lodging, meals and services for payment.

Industrial catering is the supply of food and beverages to people in their place of work, such as factories, offices and construction sites. It is part of the welfare (non-profit or subsidised) sector, since the food is provided to improve the health and efficiency of workers at a reasonable price.

Features

• The customers are regular employees, so the number is predictable.
• Food is simple, nutritious and low in cost, often subsidised by the employer.
• Service is quick, because of limited meal breaks, and is usually through a canteen or cafeteria.
• Menus are repeated in a cycle.

Examples

• Canteens in factories, such as a garment or cement factory.
• Cafeterias in offices and banks.
• Food service in mines, construction camps and oil rigs.
• Mobile canteens or packed lunches supplied to workplaces.

An international hotel chain is a group of hotels under a common brand name and central management, operating in many countries, for example Marriott, Hilton, Hyatt and Radisson. Hotels in Nepal such as Hyatt Regency and Radisson Kathmandu are part of such chains. Their role is as follows.

1. Standardised quality. Guests get the same standard of rooms, food and service in every branch, which gives them confidence.

2. Brand recognition and marketing. A well-known brand attracts guests worldwide, and a global reservation system and loyalty programmes bring repeat business.

3. Investment and economic growth. They bring foreign investment, foreign currency and tax revenue to the host country.

4. Employment and training. They create jobs and train local staff to international standards.

5. Transfer of skills and technology. Management know-how, technology and operating systems are shared with local partners.

6. Promotion of tourism. Their promotion and networks bring more tourists and business travellers to a destination.

7. Lower cost through bulk purchasing and shared services.

8. Higher competition. Local hotels are pushed to improve their quality.

Transport catering is the supply of food and beverages to passengers while they travel by air, rail, road or sea. Because passengers cannot leave the vehicle to eat, the operator or a contracted caterer must provide meals in a limited space, within a fixed time and under strict hygiene control.

Types of transport catering

1. Air catering. Meals, snacks and drinks are prepared in a flight kitchen on the ground, packed in trays and trolleys, loaded before take-off and served by cabin crew. Examples: meals on Nepal Airlines and other airlines.
2. Rail catering. Food is served in pantry cars or sold by vendors at stations and on trains, as on long-distance and tourist trains.
3. Sea catering. Cruise ships and ferries have full galleys and dining rooms serving several meals a day for days or weeks.
4. Road catering. Food and drinks are offered on long-distance tourist and express buses at fixed stopovers or as packed meals.

Features

• Food is mostly prepared in advance and reheated, so planning and portion control are essential.
• Equipment and storage space are small, so lightweight and compact items are used.
• Hygiene and safety rules are strict because food poisoning on a journey is serious.
• Menus are fixed or limited, and service is quick and well timed.
• Cost is usually included in the fare, or sold on board as extra.

Catering is the business of providing food and beverages to people, either in an establishment or at a place chosen by the customer, for a price or as a service related to a job, institution or function. It covers planning, preparing, serving and controlling food.

Types of catering

Catering is broadly divided into two groups.

1. Commercial (profit-oriented) catering. The main aim is to earn profit.

• Hotels, restaurants, cafes, fast-food outlets, pubs, bars, clubs and takeaways.
• Transport catering (air, rail, sea) and outside catering for parties and weddings.

2. Non-commercial (welfare or cost-oriented) catering. Food is provided as a part of a service, with little or no profit.

• Industrial catering: canteens and mess halls in factories and offices.
• Institutional or welfare catering: schools, colleges, hospitals, hostels, prisons, army and old age homes.

On the basis of place of service, catering is also grouped as on-premises catering (food served within the establishment) and off-premises or outdoor catering (food prepared and served at the customer's chosen venue).

Eight international chain hotels

1. Marriott International (operates in Nepal: Kathmandu Marriott Hotel)
2. Hilton Hotels and Resorts
3. Hyatt Hotels (operates in Nepal: Hyatt Regency Kathmandu)
4. Accor Hotels (Sofitel, Novotel, Ibis)
5. InterContinental Hotels Group, IHG (Holiday Inn, Crowne Plaza; Crowne Plaza in Kathmandu is run by the Soaltee group)
6. Radisson Hotel Group
7. Sheraton (Starwood, now part of Marriott)
8. Oberoi Hotels and Resorts

The two operating in Nepal, as marked above, are Hyatt and Marriott.

Catering is the business of providing food and beverages to customers, in an establishment or at a place chosen by them, for a price or as part of a service.

Outdoor (off-premises) catering is the preparation and service of food and drinks at a place away from the caterer's own establishment, such as the customer's home, a garden, a marriage hall, a sports ground or a picnic site. The food is cooked either at the caterer's kitchen and carried to the site, or cooked on the spot with mobile equipment.

Examples: wedding receptions, birthday and anniversary parties, conferences, seminars, cocktail parties, religious feasts, picnics, sports events and exhibitions.

Features

• Orders are taken in advance and the menu, number of guests, date and price are agreed in a contract.
• Staff, crockery, cutlery, tables, tents and cooking equipment are transported to the venue.
• Planning, timing and transport must be exact because there is no chance to fetch things that are forgotten.
• The service is flexible, as the host can choose the menu and style of service (buffet, sit-down, cocktail).
• Strict hygiene and storage arrangements are needed because of distance and climate.

Air catering is the preparation of meals, snacks and beverages in a ground-based flight kitchen, and their supply to aircraft for service to passengers and crew during flight.

Air catering in Nepal

Nepal's air catering is concentrated at Tribhuvan International Airport, Kathmandu. Nepal Airlines Corporation has had its own catering unit, and private caterers and hotel kitchens also supply meals to foreign airlines landing at the airport. Domestic flights are short and usually give only a light snack, such as a sandwich, sweet and tea or coffee. International flights carry a full meal, depending on the flight time.

Process

• Meals are cooked and chilled, then portioned into trays according to flight uplift orders.
• Trays, trolleys and drinks are loaded into catering trucks, and delivered to the aircraft shortly before departure.
• Used items are collected after landing, washed and reused.

Special features

• Food must be safe and well packed, as it is stored for hours; strict checks on hygiene are needed.
• Special meals (vegetarian, Hindu, Muslim, diabetic, child) are supplied on request.
• Weight and space are limited, so lightweight containers are used.
• Meals vary with class of travel and flight length.

Growth of air traffic, tourism and new international airports is expected to expand the scope of air catering in Nepal.

Welfare catering is a non-commercial form of catering in which food and beverages are provided as a service to a group of people in an institution, at low cost or free of charge. The aim is to meet the needs of nutrition and welfare, not to earn profit.

Places where welfare catering is provided

• Schools, colleges, universities and hostels
• Hospitals and nursing homes
• Prisons and orphanages
• Army, police and other services
• Old age homes and charitable institutions

Services

• Education: mid-day meals in schools and meals in hostels.
• Health: diet prepared according to the doctor's or dietician's advice for patients, such as soft, low-salt or diabetic diets.
• Security forces: regular meals, rations and canteens for personnel.
• Social welfare: free meals for the poor, elderly, children and disaster victims.

Features

• Cost control and a fixed budget, with a limited menu and a fixed cycle.
• Emphasis on nutrition, quality and hygiene.
• Service for a known number of people, usually on a cafeteria or counter basis.
• Subsidised by the government, trust or institution.

Development of hotel and catering establishments in Nepal

• Early period. Travellers used to stay in sattals, pati, pauwa and dharmashalas built for pilgrims and traders, offering free or cheap shelter and food. Food was served at bhattis and tea shops on trade routes.
• Rana period. Nepal was closed to outsiders, but foreign guests were accommodated in palaces and guest houses for the rulers.
• After 1951. With the opening of the country, mountaineering expeditions and tourism started. The first modern hotel, the Royal Hotel, was opened in Kathmandu in 1951 by Boris Lissanevitch, a Russian, in a Rana building. It became a centre for expeditions.
• 1950s to 1960s. Hotels such as Hotel Shanker (a converted Rana palace) and Hotel Himalaya began. Soaltee Hotel (1965, now Soaltee Crowne Plaza) was the first large star hotel, followed by Hotel Annapurna, and Everest Hotel. Hotel Association Nepal (HAN) was formed in 1966.
• 1970s to 1990s. Yak and Yeti, Hotel de l'Annapurna, Hotel Malla and new star hotels, guest houses and lodges in Thamel and trekking routes increased; the government gave facilities through tourism policies and the Tourism Act.
• Present. There are many star hotels, resorts, lodges, homestays, restaurants, fast-food outlets and catering companies. International chains (Hyatt, Marriott, Radisson) have entered, and hotels are built in Pokhara, Chitwan, Lumbini and other places. Tourism education institutions now train skilled manpower.

The development of the hotel industry in Nepal can be studied in different periods.

1. Traditional period (before 1951) Pilgrims and traders were sheltered at sattals, pati, pauwa and dharmashalas built by individuals and communities, often free of charge. Food and lodging were provided in simple bhattis and inns on trade routes. Under the Rana rulers, only a few foreign guests were allowed, and they stayed in palace guest houses. For example, Rana palaces were used for foreign visitors.

2. Beginning of modern hotels (1951-1960s) After the end of Rana rule in 1951, the country opened to the world. Mountaineering expeditions, including Everest in 1953, brought visitors. In 1951 Boris Lissanevitch opened the Royal Hotel in a Rana palace in Kathmandu, which was the first hotel in the modern sense. Hotel Shanker and others followed. Tourism was recognised through the formation of the Tourism Development Board and a tourism policy in the 1950s and 1960s. The Soaltee Hotel (1965) became the first star-class hotel.

3. Growth period (1970s-1990s) Hotel Annapurna, Everest Hotel, Yak and Yeti, Hotel de l'Annapurna and other star hotels were opened, with the help of tourism plans, the Hotel Association Nepal (1966), and the Hotel Management and Tourism training programme. Pokhara, Chitwan and trekking areas developed lodges and resorts.

4. Modern period (after 1990) Democracy, liberal economic policy and the Nepal Tourism Board (1998) encouraged private investment. Today there are star hotels, boutique hotels, resorts, lodges, homestays and restaurants all over the country, and global brands such as Hyatt, Marriott and Radisson operate here. Training colleges and the CTEVT and universities supply skilled workers.

Problems: political instability, the 2015 earthquake, COVID-19, a lack of skilled manpower and seasonality have slowed the growth. But with new airports and the Visit Nepal campaigns, the industry is recovering and expanding.

Catering establishments are places where food and drink are produced and served. They are classified in two main groups.

A. Commercial (profit-making) establishments

1. Hotels, motels, lodges and resorts. Give food along with accommodation.
2. Restaurants. Specialised restaurants such as fine dining, family, coffee shop, ethnic and speciality restaurants.
3. Fast-food outlets and takeaways. Quick service, limited menu, such as burger, pizza and momo shops.
4. Cafes, bakeries, snack bars and pubs/bars.
5. Transport catering. Air, rail and sea catering.
6. Outdoor or contract catering. Weddings, parties, conferences.
7. Clubs and casinos.

B. Non-commercial (welfare or cost-oriented) establishments

1. Industrial catering. Canteens and staff messes in factories, offices and banks.
2. Institutional catering. Schools, colleges, universities and hostels.
3. Hospital catering. Therapeutic diet for patients.
4. Armed forces and prisons. Messes and rations.
5. Charitable and social institutions. Orphanages, old age homes and religious feasts.

The commercial type aims at profit, while the non-commercial type aims at service, nutrition and cost control.

A hotel chain is a group of hotels which are owned or managed by the same company and operate under a common brand name, standard and management system. The hotels may be located in different cities and countries.

Ways chains operate

• Ownership: the company owns and operates the hotels.
• Management contract: the owner hands over the operation to the chain for a fee.
• Franchise: an owner pays the chain for the use of its brand and system.
• Referral or marketing group: independent hotels share reservation and marketing.

Examples: Marriott, Hilton, Hyatt, Accor, IHG, Radisson and Oberoi internationally; Soaltee and Yak and Yeti groups in Nepal.

Advantages

• A recognised brand name gives confidence to guests.
• Standard quality and service everywhere.
• Central reservation system, marketing and loyalty programmes.
• Economies of scale in buying and training.
• Transfer of skilled management and technology.

Disadvantages: high fees and royalty, strict rules, less independence and uniformity of service.