Abstract

Now a day’s Hotel Industry taking place a huge role in the serv ice sector. I t helps the

tourism sector for earning the revenue from the foreign as well as Indian tourists. Hotels

and tourism industry are the biggest earners of the foreign exchange in India. Hotel and

tourism Industry is the strong base to increase the GDP of Indian economy.

This report reveals study about the sustainable development of ITC group of hotels.

Hospitality Industry

The Indian hospitality industry has emerged as one of the key industries driving growth of

the services sector in India. I t has evolved into an industry that is sensitive to the needs

and desires of people. The fortunes of the hospitality industry have always been linked to

the forecast of the tourism industry and tourism is the prime demand driver of the industry.

The Indian hospitality industry has recorded healthy growth fuelled by healthy inflow of

foreign tourists as well as increased tourist movement within the country and it has

become one of the leading players in the global industry. Foreign tourist arrivals into the

country increased gradually from 2005 to 2012. FTAs curved in in 2006, due to the global

economic decelerate; however, the impact on the Indian industry was much lower than

that on the global counterparts. FTAs are expected to increase in 2013. On the other

hand, domestic tourist movement within the country was the highest in 2009.

FRAGMENTATIONS

The Indian hotel industry is highly fragmented with a large number of small and

unorganized players accounting for a lion’s share. The major players in the organized

segment include The Taj, Oberoi, I TC Hotels, and East India Hotels. The fragmented nature

of the Indian hospitality industry is reflected in the Herfindahl Index of Concentration,

which was at 0.062 in FY07.

CLASSIFICATION OF HOTELS

Hotels are classified based on the number of facilities and serv ices provided by them.

Hotels classified under the Ministry of Tourism enjoy different kinds of benefits such as tax

incentives, interest subsidies, and import benefits. Due to lengthy and complex processes

for such classification, a significant portion of the hotels in India still remain unclassified.

The Ministry of Tourism classifies hotels as follows: Star category hotels Heritage hotels

licensed units Star category hotel

Within this category, hotels are classified as five-star deluxe, five-star, four-star, three-star,

two-star and one-star.

HERITAGE HOTELS

These hotels operate from forts, palaces, castles, jungles, river lodges and heritage

buildings. The categories within heritage classification include heritage grand, heritage

classic and heritage basic.

LICENSED UNITS

Hotels/establishments, which have acquired approval/license from the Ministry of Tourism

to prov ide boarding and lodging facilities and are not classified as heritage or star hotels,

fall in this category. These include government-approved serv ice apartments,

timesharing resorts, and bed and breakfast establishments.

BRANDED PLAYERS

This segment mainly represents the branded budget hotels in the country, which bridge

the gap between expensive luxury hotels and inexpensive lodges across the country.

Budget hotels are reasonably priced and offer limited luxury and decent services.

Increased demand and healthy occupancy have fuelled growth of budget hotels. These

hotels use various cost control measures to maintain lower average room rates without

compromising on serv ice quality. Ginger Hotels, I TC Fortune, Hometel, and Ibis are some

of the popular budget hotels.

OTHER SMALLER PLAYERS

The hotels which are under small scale business but not having that much space to

establish. But it has vast competition to the other hotels. The basic reason is the population

who prefers small hotels due to the economic constraints. They are the major players in

the rural as well as urban area. It includes all street marts, dhabbas, snack bars, canteens

etc.

STRUCTURE OF HOTEL INDUSTRY DEFINING A SUSTAINABLE DEVELOPMENT

Sustainable development is development which meets the needs of the present without

compromising the ability of future generations to meet their own needs. In the extensive

discussion and use of the concept since then, there has generally been a recognition of

three aspects of sustainable development i.e. Economic, Env ironmental & Social.

ECONOMIC

An economically sustainable system must be able to produce goods and serv ices on a

continuing basis, to maintain manageable levels of government and external debt, and

to avoid extreme sectoral imbalances which damage agricultural or industrial

production.

ENVIRONMENTAL

An environmentally sustainable system must maintain a stable resource base, avoiding

over-exploitation of renewable resource systems or environmental sink functions, and

depleting non-renewable resources only to the extent that investment is made in

adequate substitutes. This includes maintenance of biodiversity, atmospheric stability,

and other ecosystem functions not ordinarily classed as economic resources.

SOCIAL

A socially sustainable system must achieve distributional equity, adequate provision of

social services including health and education, gender equity, and political

accountability and participation.

I TC GROUP

ITC is one of India's foremost multi-business enterprise with a market capitalisation of US

$ 45 billion and a turnover of US $ 7 billion. ITC is rated among the World's Best Big

Companies, Asia's 'Fab 50' and the World's Most Reputable Companies by Forbes

magazine and as 'India's Most Admired Company' in a survey conducted by Fortune

India magazine and Hay Group. ITC also features as one of world's largest sustainable

value creator in the consumer goods industry in a study by the Boston Consulting Group.

BUSINESS VERTICALS

ITC HOTELS

Launched in 1975, ITC Hotels, India's premier chain of luxury hotels, has become

synonymous with Indian hospitality. I TC Hotels pioneered the concept of 'Responsible

Luxury' in the hospitality industry, drawing on the strengths of ITC groups' exemplary

sustainability practices. Responsible Luxury personifies an ethos that integrates world-class

green practices with contemporary design elements to deliver the best of luxury in the

greenest possible manner.

The Responsible Luxury commitment of ITC Hotels blends elements of nature to deliver a

unique value proposition to guests, conscious of their responsibility to be planet positive.

Today, these unique interventions have made ITC Hotels the greenest luxury hotel chain

in the world with all its ten premium luxury hotels LEED (Leadership in Energy and

Environmental Design) Platinum certified.

With more than 100 hotels in over 70 destinations, ITC Hotels has set new standards of

excellence in the hotel industry in Accommodation, Cuisine, Env ironment and Guest

Safety.

I TC

FMCG HotelsPaperboards & Specialty

PapersAgri-Business Packaging

Information Technology

I TC Hotels properties are classified under four distinct brands:

ITC Hotels has an exclusive tie-up with Starwood Hotels & Resorts in bringing its premium

brand, the 'Luxury Collection', to India. ITC Hotels - Luxury Collection are super deluxe

and premium hotels located at strategic business and leisure locations.

The eleven hotels which are part of this collection are:

I TC Grand Chola in Chennai

I TC Maurya in Delhi

I TC Maratha in Mumbai

I TC Sonar in Kolkata

Fortune Luxury

Welcom Hotels

Welcome Heritage

I TC Grand Central in Mumbai

I TC Windsor

I TC Gardenia Bengaluru

I TC Kakatiya in Hyderabad

I TC Mughal in Agra

I TC Rajputana in Jaipur

I TC Grand Bharat in Gurgaon (Now Open)

Welcom Hotels - offer five-star hospitality for the discerning business and leisure traveller.

Currently there are eight hotels under this brand namely, WelcomHotel Dwarka - New

Delhi, WelcomHotel Raviz - Ashtamudi - Kollam, WelcomHotel Raviz - Kadavu - Kozhikode,

WelcomHotel Bella Vista - Panchkula-Chandigarh, WelcomHotel Jodhpur - Jodhpur,

WelcomHotel Rama International - Aurangabad, WelcomHotel Vadodara - Vadodara,

and WelcomHotel Grand Bay - Vishakhapatnam. Two other WelcomHotel Sheratons -

Sheraton Park Hotel and Towers, Chennai and Sheraton New Delhi Hotel - New Delhi offer

warm, comforting services to the global traveller and a chance to connect.

Fortune Hotels operates mid-market to upscale properties in the first-class, full-service

business hotel segment all over India, in major metros, mini metros, state capitals and

business towns, promising business and leisure travellers a wide choice of destinations and

accommodation.

Welcom Heritage brings together a chain of palaces, forts, havelis and resorts that offer

a unique experience. Welcom Heritage endeavors to preserve ancient royal homes and

the historical Indian grandeur and opulence for the future Indian generations. Welcom

Heritage provides a fine range of hotel serv ices inside these architectural legacies

present across India.

Branded Accommodation

ITC Hotels has set standards for excellence in the hotel industry by pioneering the

concept of branded accommodation. The chain has developed three brands of

accommodation 'ITC One', 'Towers' and the 'Executive Club' to differentiate between the

needs of various travellers and provide the highest levels of service.

Branded Cuisine

ITC Hotels is one of the first to introduce branded cuisine WelcomCuisine - in India. The

Bukhara and Peshawri restaurants give epicures the rugged, outdoor cuisine of the

Northwest Frontier Province. Dakshin has brought together the highly evolved cuisines of

the four southern states- Andhra Pradesh, Karnataka, Tamil Nadu and Kerala. Dum Pukht

is a unique restaurant dedicated to a 200-year old culinary tradition of slow cooking food,

in sealed deghs. The fragrance of the meal becomes an inv itation befitting royalty. Today

the connoisseur can savour these delicacies across the country. The sumptuous fare at

K&K comprises a mouth-watering array of kebabs and a wide range of dishes from all

over India. These dishes can be categorised as Quarmas, Qaliyas or Salans.

Rated high by food connoisseurs all over the world, I TC Hotels takes exceptional pride in

showcasing its internationally renowned cuisine. West View brings a careful selection of

western cuisine s from the remote France chateaux, grill houses on the East and West

coasts of America, rosy kitchens of English manors, leisurely Mediterranean v illas and

bustling German marketplaces. The Pan Asian serves specialties from China, Thailand,

Mongolia, Japan, Indonesia, Vietnam and Malaysia.

Kaya Kalp Spa

Kaya Kalp (meaning rejuvenation of mind, body and soul in Sanskrit) spas are class apart

for those who seek to combine luxury with an exclusive and enriching experience that

uplifts the mind, body and soul. Kaya Kalp Spas offer indigenous and well-known

therapies from across the world, to deliver a memorable spa experience. The Kaya Kalp

Spa experience is available at all the ITC Luxury Collection Hotels.

I TC Green Centre

ITC Green Centre in Gurgaon, the headquarters of ITC's Hotels Business is the physical

expression of this commitment to sustainability - Ecological, Social and Economic. This

building is one of the world's largest green buildings with space of over 170,000 square

feet. The ITC Green Centre which was earlier declared the largest LEED Platinum rated

office space in the world in 2004, was re-certified in 2012 as the worlds highest rated green

building with Platinum certification by the US Green Building Council.

'A monument to the future' :Hillary Clinton on ITC Green Centre

I TC Hotels - Empowering Differently-abled people

ITC Hotels has established that if prov ided with an opportunity to work and become self-

sufficient, people who are differently-abled can significantly contribute to the workplace,

families and the community. ITC Hotels has taken a positive step in this direction by

employing people who are differently-abled across its hotels. ITC Hotels believes that

everyone should be treated with sensitivity and empathy. The models it has created have

been effective and have succeeded in sensitising other employees to the needs of those

differently-abled. Keeping in mind their specific skills, many differently abled have been

employed in diverse functions like housekeeping, teleworking, bakery and as musicians.

Special badges for the v isually impaired, whistles for hearing impaired employees to

communicate in an emergency and sign language classes for the staff to communicate

with them are just a few examples of how ITC Hotels has created an atmosphere of

sensitiv ity and caring.

ITC Hotels has also published a booklet aimed at sharing experiences with the rest of the

corporate world and laying down a step-by-step guide to demystify the perceived

complexities around employing persons with disabilities.

AWARDS

ITC Hotels' strategy of benchmarking against international standards has won its hotels

many laurels.

I TC Gardenia, Bengaluru is the first Indian Hotel and world's largest, to get the LEED

Platinum rating - the highest green building certification globally.

I TC Hotels was named the Best Premier Hotel Brand at the Galileo-Express

TravelWorld Awards 2008 & 2006. ITC WelcomHeritage won the Best Heritage Hotel

Brand award in 2006.

I TC Maurya, New Delhi received the award for 'Best Luxury Hotel' at the Star

Hospitality Awards 2007-08 and the NATIONAL TOURISM AWARD 2007 for 'Best Eco-

Friendly Hotel' from Ministry of Tourism.

ITC RAJPUTANA, JAIPUR

One of the finest luxury hotel in Jaipur - I TC Rajputana. offeringthe best accommodations

in the city with a host of comforts and serv ices in settings that reflect the spirit of

Rajasthan and its royalty.

Just 15 kilometers from the airport and half a kilometre from the city centre the hotels

regal-influenced design and gardens echo the city’s history. Equipped with 218 guest

rooms and suites with modern amenities.

Designed along the lines of traditional havelis, this leisure hotel in Jaipur has its own

definition of space and splendor.

ELEGANT AND DISTINGUISHED

The ITC Rajputana is a business hotel with a unique concept of accommodation in the

heart of Jaipur (Rajasthan). I TC Rajputana reflects everything that is splendid about

Rajasthan and all that is unique about ITC Hotels.

REFINED ARTISTRY

Designed to echo the traditional havelis of the region, ITC Rajputana has a red brick

exterior rising to different levels around a central area. Long corridors, secluded

courtyards and simplified lattice work recall Rajasthani architecture in a modern

uncluttered and contemporary idiom and bring alive the spirit of Rajasthan and makes

it distinguished amongst the luxury hotels of Jaipur.

A WORLD OF COMFORT AND LUXURY, WITH RESPONSIBILITY

I TC Rajputana is a legendary 5 star luxury hotel in Jaipur with 218 guest rooms and suites.

The guest rooms and suites offer

spacious bathrooms a refreshment centre

safety locker for valuables,

well designated sitting area for comfort

Sweet Sleeper Bed™

FOOD AND CUISINES

The lav ish and rich food of Rajasthan at Jal Mahal or the old and authentic cuisine from

the Northwest makes it an iconic luxury hotel in Jaipur offering a unique culinary

experience.

LEISURE

A variety of recreational and leisure facilities are available for guests at ITC Rajputana.

Fun games like

Croquet

water polo

table tennis

snake & ladder board

Options to rejuvenate with a peaceful Yoga session or indulge in exotic therapies at the

Kaya Kalp spa.

Apart from these, the hotel also offers assistance in arranging a variety of in city

experiences like

Sightseeing

city tours

Peshawri

speciality in north west

frontier

Chandravanshi Pavilion

24/7 multi cuisine

Jal Mahal

International, oriental and

rajastani delicacy

Jharokha

Poolside Lounge Poolside Bar

Sheesh Mahal

Bar Palace of Mirrors Finest Bar

shopping

horse riding

hot air ballooning

and for younger guests, the hotel offers

gaming console

coloring books

children's library

Impacts of recreational activiies on the environment

S No. Recreational

Activity Impacts (Positive & Negative)

1 KAYA KALP SPA

Positive: Good natural t reatment using natural

materials such as pomegranate and organic

brown sugar

Reduced water consumption by 50% in the

last 5 years

Almost 100% of solid waste is either reused

or recycled

The hot water produced by solar energy is

equivalent to the average hot water

consumption of 6000 households.

Treated recycled water is used for air

condit ioning, landscaping and gardening

Negatives: deplet ion of natural resources without

ensuring ways of restoring them back

2 HOTAIR

BALLOONING

Positive: unique experience

Negatives: air pollut ion due to emission of CO2

and propane

3 HORSE RIDING

Positive: A unique experience which makes you

feel a resident of the royal t imes.

Negatives: The maintenance of the animal is not

formalized and steps not defined as of now. For

example: No definite diet plan and health check-

ups put in place.

4 SIGHTSEEING

Positive: attracts tourists due to the convenience

Negatives: should involve the local community

more

5 TREKKING

Positive: The only and important option for

adventure loving guests

Negatives: There is no formal guideline or path to

treck. Also there is no obsevation of how these

excapades are affecting the flora an fauna. The

paths are generally fixed and hence there has

been significant damage reported by locals.

6 BIRD & ANIMAL

WATCHING

Positive: The area is rich in fauna and hence gives

a real natural feel to the guests as birds frequently

are visible in premises.

Negatives: The customers are reported for

feeding food to the birds. There are 30 species of

birds by an est imate and feeding them anything

risk their life. The hotel has issued warnings but no

strict guidelines or education documents are

presented to the guests on their arrival.

7 ROYAL WEDDINGS

Positive: The most desired form of wedding for

Indian and Foreign visitors.

Negatives: Elephants are used for processions,

again the guidelines for maintanance are not in

place. Also, there is good amount of waste in the

weddings. These are expensive events and no

heed is paid to environment impacts. Also the

management does not enforce guidelines as

these get a big chunk of revenue. The

preservation of the site is the only guideline given

to the guests and all other requests are taken care

of.

8 CORPORATE

EVENTS

Positive: The site proves a place for getaways and

gives an escape from the corporate environment.

Negatives: Again same as royal weddings the

management aim is to please the corporates for

continued business. This is a big t icket item and

the staff is also not strict on environment policies

to the corporates.

9 ITC GREEN LOUNGE

Positive: ergonomic in design, warmly lit and use

of energy efficient equipment.

Negatives: no evident negative effects

SUSTAINABILITY IN ALL ITC HOTELS

ITC Hotels, with its credo of "Responsible Luxury", stands apart not only for its exquisite

signature properties, cuisine and service excellence but also for being the greenest luxury

hotel chain in the world, with all I TC's premium luxury hotels being LEED® (Leadership in

Energy and Environmental Design) Platinum certified. In line with this philosophy, ITC

Hotels integrates world-class green practices with contemporary design elements to

deliver the best of luxury in the greenest possible manner. I TC's hotels have pioneered the

concept of branded cuisine in India with globally acclaimed restaurants including

Bukhara, Dum Pukht and Dakshin. I TC has also set new benchmarks in wellness with its

Kaya Kalp Spa brand that offers a new dimension in luxury and an enriching experience.

ITC's Hotels Business maintained its position as one of the fastest growing hospitality chains

in India, with more than 100 properties in over 70 locations. It operates under four distinct

brands – 'I TC Hotels' for 'luxury', 'WelcomHotel' in the 'five star segment', 'Fortune' in the

'mid-market to upscale segment' and 'WelcomHeritage' in the 'heritage leisure segment.'

I TC's Hotels business, with its world-class properties, globally benchmarked levels of

serv ice excellence and customer centricity, is well positioned to sustain its leadership

status in the Industry and to emerge as the largest hotel chain in the country over the

next few years.

I TC Hotels integrates world-class green practices with contemporary design elements to

deliver the best of luxury in the greenest possible manner

CONTRIBUTION TOWARDS LOCAL COMMUNITY

Area identified for cleanliness and upkeep

Periphery of the hotel, Palace Road and Stat ion Road

The Jaipur railway stat ion is the life line of the city and is used by the locals as well

as t ravelers visit ing Jaipur which brings it into focus very prominently. The area behind the hotel is dumped with debris and waste as current ly metro work is in

progress. Keeping in mind the proximity to the hotel, the unit has taken up the init iat ive of maintaining the same under its up-keep. The area had a lot of wild

grass / weed growing haphazardly, also being used as waste dumping area by

the locals.

Team ITC Rajputana is committed to Swachh Bharat Abhiyan.

BEFORE AFTER

BEFORE AFTER

GREEN SUPPLY CHAIN

More than 99% of the total solid waste is either reused or recycled through

recycling programmes or converted into manure by an organic waste converter.

100% low VOC ( volatile organic compounds) paints,50% FSC( forest stewardship

council) certified wood, 10% recycled material and 5% rapidly renewable wood is

used

20% of the materials used in the project are sourced regionally in keeping with

endeavor to promote local culture, generate employment in the region and

reduce the carbon footprint of the materials