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Guidelines for hotels classification, the Code of Conduct for Safe and Honorable

tourism, and accessibility requirements in Indian hotels: an overview.

Bharati A. King Juan Carlos University, + 34 626 651 791

February 2016

Abstract

This paper shows the Indian version of the international hotel classification system,

from India’s own laws. The International system of classification is adapted to India’s

particularities, its culture, its development level and its cultural behavior.

Keywords:

Hotel classification, requirements, Honorable Code, accessibility, Indian overview

Area of research:

Hospitality Industry

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1. Introduction

The Hospitality Industry has become one of the most important key

drivers of economic growth in the Indian economy, as it represents a 6.7 percent

of the GDP and an 8.78 percent of all the national employment. The contribution

to the economy can be:

1. Direct:

Commodities (accommodation, Transportation Entertainment, and

attractions)

Industries (Accommodation services, Food and beverage services,

retail trade, transportation services, cultural, and sports and

recreational services)

Sources of spending (Residents’ domestic T&T spending,

Businesses’ domestic travel spending, visitors exports, individual

government T&T spending)

2. Indirect :

T&T Investment Spending

Government Collective T&T Spending

Impact of purchases from suppliers

3. Induced: (The Induced term refers to the spending of direct and indirect

employees)

Food and Beverages

Recreation

Clothing

Housing

Household goods

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Source: Economic Impact 2015, India. (WTTC).

The first image above shows the percentage of the tourism sector’s

contribution to the Indian GDP, while the second one shows the percentage of

the tourism sector’s contribution to the economy employment. At a glance, we

can say that even though the major part of the contribution to the GDP is indirect

the major part of the employment created because of tourism in India is direct.

The direct employment concept includes: hotels, travel agents, airlines and other

passengers transportation services, the activities of the restaurant and leisure

industries directly supported by tourists, among others. Nevertheless, the

computers services are excluded from this category.

The Contribution to the GDP as well as the percentage of whole

economy employment is forecasted to grow during the following years.

Because of the date of creation of this paper (the beginning of February)

specific data about the percentages of both business and leisure spending for the

year 2015 are not available. Therefore, 2014 information will be provided

instead.

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India: Travel &Tourism’s Contribution

to the GDP (Business Vs. Leisure, 2014)

India: Travel & Tourism’s contribution

to the GDP (Domestic VS. foreign, 2014)

Leisure Spending: 83.5% forecasted to

grow by 7.1% in 2025

Business Spending: 16.5% Forecasted to

grow by 6.6% in 2025

Foreign Visitor Spending:18.6%

forecasted to grow by 7.2% in 2025

Domestic Spending: 81.4% forecasted to

grow by 6.3% in 2025.

Source: WTTC

2. Hotel Definition

According to professional Stuart McNamara (National Recovery

Administration, Washington, 1933) “a hotel is an establishment which supplies

boarding and lodging not engaged in inter-state commerce or in any intra-state

commerce, competitive with or affecting inter-state commerce for so related that

the regulation of one involves the control of other. It is a quasi-domestic

institution retaining certain traditions and acquiring in its modern development,

certain statutory rights and obligations to the public where all persons not

qualified by conditions or conduct are prepared to pay for their accommodation

are to be received and furnished with a room or place sleep or occupy if such

accommodations are available with such services and attention as are incident

to their use with or without a contract as to duration of visit and which conducts

within the confines of its physical locations the business of supplying personal

services of individuals for profit-Incidental to such fundamental and principal

business”.

About this definition we should highlight the following aspects:

• Establishment: The Cambridge dictionary defines this word as

“a business or other organization, or the place where an

organization operates” and defines “business” as “the activity

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of selling goods and services”. This is highly important

because, from the very beginning the concept of hotel is

defined by an economical transaction.

• (pay for their) Accommodation: The Oxford dictionary

defines accommodation as “a room, group of rooms, or

building in which someone may live or stay”

If we have closer look, this definition what is basically saying is that a hotel is a

place in where the activity of selling goods and services undertaken is paying for a

room, group of rooms or building to live or stay in while receiving ,or not, other

services.

3. General classification of the Indian Hotel Industry

Different bases for Hotel Classification:

a) On the basis of size: depending on the number of rooms.

- Small: with 25 rooms or less.

- Average hotel: 26-99 rooms.

- Above average hotel: 100-299 rooms.

- Large Hotel: more than 300 rooms.

b) On the basis of the star system: depending on facilities, infrastructure,

services…

- One star

- Two stars

- Three stars

- Four stars

- Five Stars

- Five Stars Deluxe

c) On the basis of its location:

- City/Downtown/commercial Hotel: located in the center of the

city.

- Suburban hotels: in the suburb of cities with a moderate price.

- Airport hotels: near to airports, especially international airports.

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- Beach Resorts Hotels: sun and beach tourism

- Wild resort Hotels: for natural tourism

- Rotating Hotels or Rotels: hotels which rotate on wheels, like

Palace on wheels which is located in a luxury train.

- Floating Hotels or floatels: on the surface of the water, such as

House Boats in Kashmir Dal Lake.

- Hotels on boats, houseboats, or Boatels: hotels in Luxury boats or

yacths. An example can be Sukoon (located in Kashmir), which

is an eco-luxury houseboat. Given the fact of being a luxury

accommodation its price is much higher than average, in the case

of sukoon the price is 10950-11700 rupees/night, depending on

the season. ($159.90-170.85, checked in February, 2016)

d) On the basis of ownership:

- Time share: individual people purchasing the ownership of the

accommodation during a limited period of time.

- Condominium hotels: joint ownership basis.

- Chain hotels: the hotel operates under a franchise.

- Independent hotels: run and managed by itself.

- Franchise: under a contract, a hotel can operate under a referral

group so that it can benefit from its brand image, patents, and/or

other tangible/intangible assets of the franchising company.

e) On the basis if length of Stay:

- Residential Hotels: Rents on monthly or yearly basis

-Transit hotels: very economical hotels in which the length of hotels is very

short.

f) On the Basis of its nature:

- Heritage Hotels: A Heritage Category Hotel consists in an Old

historic building (prior to 1950) that has been converted into a

luxurious hotel. E.g.: Falaknuma Palace (Hyrabad, India). The

building was opened as a Palace in 1893 but re-opened as a hotel

in 2010.

- Boutique hotels: very small and expensive hotels whose target

audience is mainly elite class.

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- Government Approved Hotels: hotels which don’t fit on any star

category, but provide a minimum level to be approved by the

government.

3. Guidelines for Star Category Hotels and Heritage Category Hotels

classification in India (an overview)

Hotels are one of the most important facilities within the tourism industry, and

they represent one of the most important factors in the tourism experience. A good or a

bad experience in a Hotel can represent the success or the failure of a tourist destination.

And, hotels chains know it. Therefore, every hotel tries to give the best service they can.

A hotel manager knows that a satisfied customer might represent a source of new

clients, while an unsatisfied one will represent a lack of future clients for sure.

Hotels in India are required to have different facilities in order to get different

classifications. These requirements are indicated in the Revised Guideline for

Classification or Reclassification of hotels 04-09-2013, the scheme formulated for

classification of operational hotels is applicable to the following categories:

1. Star Category Hotels: Subdivided in 5 stars Deluxe, 5 Stars, 4 Stars, 3 Stars, 2

Stars, and 1 Star.

2. Heritage Category Hotels: subdivided in Heritage Grand, Heritage Classic, and

Heritage Basic.

This Guideline reflects, by its note number 3 that Time –Sharing

accommodation is also considered for classification following these same guidelines.

As for the checklist provided by the Tourism Industry, we could summarize it

the following way:

• General facilities: The general facilities are mandatory for every

category, except “Establishment to have public liability insurance”

which is desirable in all categories.

• Guest rooms: The requirement of “minimum 10 lettable rooms, all

rooms with outside window/ventilation” is common to every

category. However, the minimum size of bedroom varies depending

on the category, being 120 sq. ft. the minimum for 1-2 stars hotels,

130 sq. ft. for 3 stars hotels, 140 sq. ft. for 4 stars hotels, and 200 sq.

ft. 5 Stars and 5 Stars Deluxe hotels. The percentage or rooms with

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air conditioning required varies depending on the category being

25% the minimum required for 1-2 stars, 50% for 3 Stars hotels and

100% for 4 Stars, 5 starts and 5 Stars Deluxe hotels. Suites and safe

keeping (in room safe are required in 4 Stars, 5 stars, and 5 stars

Deluxe hotels.

• Bathroom: the minimum size stands 30 sq. ft. for 1-2 Stars, 36 sq. ft.

3-4 Stars and 45 sq. ft. for 5 Stars and 5 stars deluxe hotels.

Additionally, bottled toiletries products are required for 4 Stars, 5

Stars and 5 Stars deluxe hotels.

• Food and Beverage: the bar is needed for 4 Stars, 5 Stars and 5 Stars

deluxe hotels. However, in places where bar licenses is prohibited for

a hotel because of local laws. But, wherever, is allowed the hotel

must get the bar licenses first and then apply for classification to the

Ministry. Alcohol prohibition in India is in force in the States of

Gujarat (North- West) Bihar (North-East), Nagaland (North-East),

some parts of the State of Manipur (North-East), the Union Territory

of Lakshadweep, and Kerala (Since 2015). However, Bihar has

announced that the sale of Alcohol will be permitted since 1st April,

2016.

• Kitchen or Food Production area: requirements stand almost the

same in all stars categories. However, the air conditioning at the wet

garbage area is not compulsory for 1 and 2 Stars hotels.

• Staff: English speaking staff is compulsory for 3, 4, 5, stars, and 5

stars deluxe hotels. The percentage of superiorly staff required is

20% for 1 and 2 Stars hotels, 40% for 3 and 4 Stars hotels, and 80%

for 5 stars and 5 stars deluxe hotels. The percentage of skilled staff

required stands 20% for 1 and 2 stars hotels, 30% for 3 and 4 stars

hotels and 60% for 5 stars and 5 stars deluxe hotels.

• Code of conduct for safe and honorable tourism: is binding in all

categories.

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• Guest services: 5 stars and five stars deluxe hotels are required to

have: laundry, health –fitness facilities, and utility shop. Shoe

cleaning (shoe horn and slippers) is a must for 4 stars and 5 stars

hotels. As well as the newspaper.

• Safety and security: 4 stars, 5 stars, and 5 stars deluxe hotels will

have to own and under belly scanner to screen vehicles. Additionally,

5 stars and five stars deluxe hotels will need to have an X-Ray

Machine.

• Communication facilities:

o New 4 stars, 5 stars and 5 stars deluxe hotels which shall

start operating from the 1st April, 2016 will be required to

have telephone facility within arm’s reach of the toilet’s

seat. Nevertheless, those who have become operational or

will become operational before the 31nd March, 2016 will

be required to have this facility from 1st April, 2022.

o 4 stars, 5 stars and 5 stars deluxe will be required to have

an in room internet connection, and business center.

o Only 5 stars and 5 stars deluxe hotels will be asked to own

a swimming pool and conference facilities.

4. Guidelines for classification of heritage hotels

Even if the previous Guidelines were applicable to the Heritage Hotels, the

Federation of Hotel and Restaurant association of India has created another Guideline

for classification of Heritage Hotels which the Department of Tourism (inside the

Tourism Ministry) has accepted. In fact, an “Demand Draft for Rs.12,000/- for hotel

projects planned for Heritage, Hotel category drawn in favor of “Pay & Accounts

Officer, Department of Tourism, New Delhi” must be attached with the application”

Application fee is required.

These new Guidelines provide a better and more complete definition about what a

Heritage Hotel is. A Heritage Hotel is run inside places like palaces, castles, forts,

havelies, hunting loges, residence no matter the size, it must have been built before

1950. These constructions must keep the classical architectural features and must show

the classical way of life. The renovations must be respectful with these features, and

must not represent more than the 50% of the previously built area.

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The classification of Heritage Hotels stands the following:

a. Heritage: hotels run in historical buildings built before 1950 with a minimum

of 5 rooms (10 beds).

b. Heritage Classic: hotels run in historical buildings built before 1935 with a

minimum of 15 rooms (30 beds).

c. Heritage Grand: hotels run in historical buildings built before 1935 with a

minimum of 15 rooms (30 beds).

As we can see, in this aspect, the requirements for Heritage Classic and Heritage

Grand are the same. However, the special features are slightly different:

Heritage: The general ambience should conform the overall concept of heritage

and architectural distinctiveness. They aren’t required neither to have any sport

facility nor continental cuisine.

Heritage Classic: The general ambience should conform the overall concept of

heritage and architectural distinctiveness. They are required to have at least one

of the following sport facilities: Swimming Pool, Health Club, Lawn Tennis,

squash, Riding, Golf Course, provided the ownership vests with the concerned

hotel. Apart from these facilities, credit would also be given for supplementary

sporting facilities such as Golf, Boating, Sailing, Fishing or other adventure

sports such as Ballooning, Parasailing, Wind-surfing, Safari excursions,

Trekking etc. and indoor games. Additionally, they are required to have 4 items

of continental cuisine, traditional cuisine is binding.

Heritage Grand: The general ambience should conform the overall concept of

heritage and architectural distinctiveness. They are required to have at least two

of the following sport facilities: Swimming Pool, Health Club, Lawn Tennis,

squash, Riding, Golf Course, provided the ownership vests with the concerned

hotel. Apart from these facilities, credit would also be given for supplementary

sporting facilities such as Golf, Boating, Sailing, Fishing or other adventure

sports such as Ballooning, Parasailing, Wind-surfing, Safari excursions,

Trekking etc. and indoor games. Additionally, they are required to offer

continental cuisine as well as the traditional one.

5. The Code of Conduct for Safe and Honorable tourism (an overview).

We have previously mentioned the Code of Conduct for Safe and Honorable

tourism in the checklist of the Guideline for classification and reclassification of hotels.

However, given its importance, deeper information about it should be provided in order

to enable the reader to understand the Indian Guidelines for Classification and

reclassification of hotels properly. Therefore, and special point about this point has

been, hereby, added.

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This Code, which has been adopted in all Indian hotels regardless of their

category on 1st July, 2010, even if the code itself establishes “This is not a legally

binding instrument but a set of guidelines for the tourism industry”, is divided in four

sections:

▪ 1st Safe and honorable tourism

▪ 2nd Applicability

▪ 3rd Guidelines for the travel and tourism industry

▪ 4th Key Messages for awareness building and disseminations

1st section: Safe and honorable tourism

The Indian tourism Ministry has been trying to allocate India as a global tourism

brand by means of creating the: अतिति देवी भाव (Ahithi devo bhava, Guest is God)

Principle to make sure the tourist experience is gratifying. In addition to this new

principle, the Tourism Ministry is trying to maximize the previous principles (pillars)

adopted by Indian tourism policy dated on 2002 which are the followings: स्वागि

(swagat, welcome), सूचना (soochana, information), सुतवधा (suvidha, facilitation),

सुरक्षा (suraksha safety), सहयोग (sahyog, cooperation), संरचनाएँ (samrachanam,

infrastructure development), and सफाई (safai, cleanliness). Of course, this code gives

special importance to the safety principle, which is its main objective. In addition to this

main of safety, specific objectives shall be added:

- To motivate the tourism activity to be respectful with basic rights.

- Prevention of prostitution, sex tourism and forms of sexual exploitations to

safeguard the safety of people, in particular women and children. (India is one of

the main sex tourism destination)

- Increase prevention of activities like involuntary drug consumption, manipulated

and or incorrect information, or cultural and social intolerance. (This could

increase the probability of criminal acts).

2nd section: Applicability

As specified before (read above) this code would not have to be bindingly

established. This code would be nothing more than a set of techniques or strategies

designed by the Indian Tourism Ministry, with the main purpose of improving the

tourism experience by creating a safer environment in the tourism industry.

3rd section: Guidelines for the travel and tourism industry

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This is probably the most important section of this code as it has specific

information and techniques which might be applied within the tourism industry in order

to create a safer and most enjoyable environment, in order to improve (as said before)

the tourism experience. The Indian Tourism Ministry has divided this section in five

areas, which stand thus:

1. Information and training of personnel: sets a series of techniques and

attitudes practices the tourism industry staff shall incorporate in their daily

activity (enhancing vigilance, not treating identified victims as criminals but

as people in need of care, reporting abusive behavior…)

2. Public awareness and guest notifications: this point shows a series of

techniques designed with the aim of avoiding cultural and social

confrontations (providing information on local social and cultural beliefs and

norms, or assisting tourists with guidance on safety tips are examples of

these techniques)

3. Regulated use of premises and official equipment: (prohibition of usage of

illicit substances, sexual violations, promotion or usage of materials which

could increase vulnerability to sexual exploitation…)

4. Ethical Business practices and marketing: (incurring on techniques like

blacklisting any tourism company who undermines the safety of persons or

not using sexually explicit images in marketing campaigns).

5. Implementation and Monitoring: Management /owners shall report on

training initiatives carried out for staff and means to raise awareness on

safety among guests, personnel, and service providers.

4th section: Key Messages for awareness building and disseminations

This section consists on a series of messages to aware the need of establishing

these guidelines as well as the social situation especially in terms of safety. This section

confers especial importance to the situation of children and women in India by

mentioning the India Country report 2008; Ministry of women and Children, and the

United Nation Protocol to prevent suppress and punish trafficking in persons, especially

women and children.

About this section we should say, the messages are divided in two parts, being the first

one “Enhancing safety and security of all tourists” and the second one “Enhancing

safety of local people”.

6. Accessibility requirements in Indian hotels (an overview)

According to the Annual Report of 2014-1015 of tourism provided by the Indian

Tourism Ministry, this last Ministry has taken initiatives regarded in the Act for Equal

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Opportunities, Protection of Right and Full participation for persons with disabilities

(1995) to make the tourism experience accessible to disabled people.

In this paper, I will focus firstly on the Guidelines for classification or

reclassification of hotels provided by the Indian Tourism Ministry. The list of

requirements to make hotels accessible for disabled people stands thus:

1. All Star hotels must provide at least one room for disabled people, in which

there must be:

• A door with a minimum width of one meter.

• Low height furniture

• Low peep hole

• Low hangers inside the cupboard

• Audible and visible blinking light alarm system.

2. A ramp with anti-slip floor at the entrance. In five Stars and five stars deluxe

hotels there should be a free accessibility in all public areas. And, at least,

free accessibility to one of the restaurants.

3. A maximum height for the urinal in all Public Restrooms (those who are

unisex) of 24” (60.96 cm). And, it should have grab bars.

At the same time, financial assistance will be provided to the State Government

or Union Territory Administration by the Tourism Ministry for ensuring a barrier free

environment at tourist places and make sure tourist destinations are also accessible.

In order to make sure that the implementation of the decision of ensuring that the

facilities to these modifications or additions to the building bye-laws from 1983 are

made available by the State Governments or Union Territory Administrations, the

Indian Ministry states that the following manners would monitor it:

The State Government or the Union Territory Administration shall send a

certificate along with project proposal to indicate that disabled friendly public

facilities have been incorporated in the design of the built up area.

At the same time of realizing facilities a certificate of final installment indicating

the construction has been made according to the amended State building by-

laws/Ministry of urban development’s Notification of 28th Aug, 2002 (barrier

free environment)

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The State Governments or Union Territory Administration shall ensure that

these sorts of facilities have been incorporated in the detailed estimates.

7. Conclusions:

The tourism sector is one of the most important economic sectors among

the Indian economy in terms of contribution to the GDP and employment

economy.

The contribution to the GDP and employment economy by the tourism

Industry is forecasted to grow during the following years.

Indian Hospitality Industry categories hotels depending on many bases

(nature, size, ownership…)

Indian Ministry of Tourism is more and more concerned about the safety

and accessibility of the hotel establishments.

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Additional Information:

Alcohol Laws:

Article 47 in the Constitution of India 1949

“47. Duty of the State to raise the level of nutrition and the standard of living and to

improve public health The State shall regard the raising of the level of nutrition and the

standard of living of its people and the improvement of public health as among its

primary duties and, in particular, the State shall endeavour to bring about prohibition of

the consumption except for medicinal purposes of intoxicating drinks and of drugs

which are injurious to health”

Even if dry law is applied depending on the State, there are three days in which the Dry

Law is applied all across India:

1. Republic Day (January 26)

2. Independence Day (August 15)

3. Gandhi Jayanti (October 2)

In Gujarat: Foreigners, (including Non Resident Indians and Overseas Citizens

of India) are able to acquire a 30 days permit to buy liquor at designated 5 stars hotels.

However, this permit only provides permission to buy 2 units of liquor (1 unit=750ml)

each 10 days. Requirements:

- Foreign Passport, or Non Resident Indian Card, or Overseas Citizen of India

Card, or Person of Indian Origin Card.

- Showing the Address you’re going to stay E.g.: Hotel Business Card.

Drunk Driving Law states that the limit of Alcohol permitted for driving in India

is 0.03% Penalties: 2000-1000 Rupees and 6 months- 4 years imprisonment.

(Penalties are applied depending on the blood alcohol content).

Drinking age also varies depending on the State: 18 (e.g.: Goa, Karnataka, Uttar

Pradesh), 21 (e.g.: Rajasthan), 25 (e.g. Delhi, Punjab), or even 30 years old ( e.g.:

Maharashtra).

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Bibliography:

World Travel &Tourism Council « Economic Impact 2015 India »

https://www.wttc.org/-

/media/files/reports/economic%20impact%20research/countries%202015/india2015.pdf

« Indian Constitution, 1949 » Available to read at : https://india.gov.in/my-

government/constitution-india/constitution-india-full-text

« Cambridge dictionary online » http://dictionary.cambridge.org/

“Code of conduct for safe and honourable tourism”. United Nations Office on Drugs

and Crime (UNODC), Pacific Asia Travel Association (PATA), Save the Children India

(adopted on 2010)

“Annual Report 2014-2015”. Ministry of Tourism, Government of India

“Amendment in the existing Guidelines for classification/Reclassification of hotels”

Government of India, Ministry of India (H&R Division), (04-09-2013)

“Guidelines for classification of heritage hotels”, Federation of Hotel and Restaurant

association of India

“Classification of hotels” Shantimani Sathwara, Assistant professor at PCTE.

No date available. Link: http://es.slideshare.net/Shantimani/classification-of-hotels

The Business of tourism: concepts and Strategies. Author: A.K. Bhatia (2006), New

Delhi Page: 177