Hospitality industry in India

I work in hospitality industry and I have been trying to learn about it ever since I started working. I had already heard about India having so many problems for tourists but never realized how serious the problem was. Every once in a while I heard about something but it was not possible for me to realize how big the problem was and how easily we could solve it and make more money and send our guests back with a positive impression about India. The biggest problem I was hearing all the time was the issue of forced shopping and I was seriously upset with it. For whatever reasons I was never ever interested in it but I was still happy with the money I was given for my services.

Now when I am back after my first trip out of India, my industry seem shockingly in terrible condition and I feel very sad about it. I traveled in Europe for 14 days and to be honest I was traveling ever hour of the day, except when I slept. I was just not at home at all. I went to all almost all kinds of tourist places possible in Europe and I was really surprised how easy everything was and how the government and people were so nice and welcoming for tourists. The only difference was the cost but its not an issue because life was very expensive in Europe and they definitely need to charge more.

And the good thing was that at least you get what you want after paying for it. Its just not possible at all to buy good services in India. I am not saying that its impossible to get good service but its very hard. I have no idea why such things are going on and why not government and the people of my country are serious about it. We need to understand that Tourism in India is relatively undeveloped, but a high growth sector. It contributes 6.23% to the national GDP and 8.78% of the total employment. A World Travel and Tourism Council (WTTC) report says that by 2020, tourism in India could contribute Rs. 8,50,000 crores to the GDP. In other words, every man, woman and child could become richer by Rs.7,000. India has yet to realize its full potential from tourism.

The Travel and Tourism industry holds tremendous potential for India’s economy. It can provide impetus to other industries and create millions of new jobs. But we won’t be able to make this dream come true if we don’t organize our tourism industry. The major problems tourists face in India is the lack of basic infrastructure, behavior of people working in tourism industry (tourists guides, drivers, hotel staff, restaurants etc), unorganized services, people on the street targeting tourists etc. To be honest I don’t really think that we need to make huge changes, we can organize tourism only by making little efforts.

A few things happened with me in recent times which made me write this article. At first my Europe trip which was like an enlightenment for me other than that the first attraction with a foreign tourist after returning back to India. Actually it was going to be my first work after returning back to India. I was going to work with a Dutch family. I was going to take them on the boat ride. This assignment was given to me by a travel agency, the only agency I work with in whole India. Usually I talk with my guests the evening before the working day. I called the hotel several times but no one responded.

In fact they were staying at a very nice hotel in Varanasi and I was just not expecting such behavior at all but it happened. I wanted to talk with the guest just to reconfirm the timing and other details. I went to the hotel and met with the guest. The guest seemed seriously upset when I met with him at first. He told me- Thank you so much for coming otherwise I was not hoping to see anyone. I was really surprised why he told me such thing. I started talking with him and he said that he was traveling with his wife and daughter and he had requested his travel agent to provide them either a triple bed room or two different rooms but today he was provided only one double bed room.

And when he asked the hotel where would he sleep, the hotel said that they could give him a blanket and he needed to sleep on the floor. He was so upset with it and told me that his dog sleeps on the floor and he always sleep in his bed. He called his agent in India and they said that this is Indian way. Finally he decided to booked another room and paid from his pocket. He had already paid for everything but here he had to pay for the mistake he was not responsible for. The guest was so upset that he said he was very well aware the hotel guy and the travel agency guy sleeping in the bed but they did not care at all about him. I was really sorry for him but…

Anyways, I needed to discuss about my work with him next morning so we just sat together and discussed about the next morning. He said that he did not want to go on any boat ride as he was already super exhausted by traveling for 14 hours on a train and then having all the crazy experience at the hotel. He asked me if I could arrange his boat ride for the evening. As a tourist guide working for someone else it was not under my power to change his boat ride. As per the rules of the travel agency I was working with he needed to pay again because he was the one who wanted to cancel the tour. And in any case we would have to pay the boat guy doesn’t matter whether use him or not after making a booking.

He also seemed fine with this and asked me the price but when I told him the price he was again upset. He said that it was a rip off. I could easily see that he was prepared to tell this way before I told him the price because he was seriously upset with everything. He had no idea what I was asking for but he had developed this mentality that I was going to cheat him. I had asked him for Rs. 1200 per person and this is the rate travel agency in Varanasi charge. He had paid almost three times more to his agent for the morning boat he canceled but still Rs. 1200 seemed like a rip off to him.

I could easily see how upset and angry he was and I was the one who was dealing with him alone. I was seriously scared but I knew how to make Dutch people happy:) I have worked with many Dutch people already but the most important thing is that I have worked with a very popular TV channel called VPRO from The Netherlands. All the Dutch people I ever met know about this TV channel and they all way that they like this channel a lot and follow their programs as they are very progressive channel. And when I tell them that I have already done so many assignments and research for VPRO they become very interested in me and seem so comfortable and happy with me around them.

I knew it would make him happy and comfortable if I tell him about my relations with Dutchland so I shot my arrow and it worked. He was kind of shocked at first and later so happy and comfortable. He invited me to have a beer with him. We went on the roof top restaurant of the same hotel and ordered beer. We were just talking and talking about my work with Dutch people and what he could do the next day in Varanasi and already passed more than 20 minutes but no beer. Neither I nor the guest had any idea why the service was so later as beer is a packaged drink, the hotel did not need to produce it.

I asked the waitstaff again about our order and he said, it will come soon. I asked how soon and he said ten minutes. I asked why and he did not answer me. At this moment I thought maybe they went out to buy the beer and we started talking again. After ten minutes I again asked the waitstaff about our order and he just open the refrigerator right next to our table and gave the beer to us. The refrigerator was literally right next to our table, so close that I could easily opened and taken the beer out without leaving my chair. I just did not understand why he made us wait for 30 minutes???

Impossible to imagine but this is what happened. I can’t even imagine why they did not serve our order on time. Were they worried about me? Were they personally upset with the guest? Or do they just don’t care about their guests at all? Didn’t they care about the money we were going to give them by buying their goods? In any case if they did not want to entertain us then they should have just told us about it. Even after doing it no one said sorry or anything. No one explained why they were so late even when we asked them. Why such things happen?

Such kind of thing is just an example which happened recently with me otherwise I encounter something crazy every time I am working and I know it very well that most of the tourists must be facing similar problems, or maybe bigger, when they are in India. I spent fifteen days traveling in Hungary, Austria and Slovakia and I hardly noticed such things two three times but the problems I noticed in Europe was different and was not as extreme as here. It happened only once in Budapest when someone approached me trying to sell an iphone but it was very easy to avoid him. I noticed a problem second and time in Bratislava, Slovakia where a waitstaff at a restaurant did not speak any English and was dealing with customers.

We ordered something else and got something different. Other than this I just can’t think of any problem I noticed during those fifteen days. Now I wonder why can’t we also have similar kind of services here in India? I know that Indian government is crazy and I just don’t have any hope at all but what about services offered by people? Our attitude for tourists? At one hand we are so proud of saying that as per Indian culture the guest is like God (अतिथि देवो भव्) and on the other hand I am very well aware of such incidents where foreign guests were not treated even like a human? And it happened only because they were our foreign guests.

I have a strong feeling that the people not working in tourism industry are very friendly and nice and all the tourists like them a lot but unfortunately a lot of people who are working in tourism industry are really strange. They just don’t have any sense of tourism or hospitality at all. Another unfortunate thing is that the tourists don’t really get to meet many local people and mostly they interact with their agents or other people working in tourism where they develop strange ideas about India and I am not surprised at all. I would also develop the same mentality if such thing happened with me.

I still don’t forget the way my driver in Himanchal Pradesh had cheated me for only Rs. 100. The amount was nothing for me but that experience of being cheated changed my whole idea about him and I started to hate him and was not feeling secured at all. If we just look at any online travel forum about India then the forums are full of negative stories about India. In fact there are warnings. I know that a few people might be offended with my thinking about tourism industry in India but to be honest I experienced the difference and whatever I am writing is a bitter truth.

We really need to realize that there are problems. If we don’t admit that there are problems then we just won’t be able to solve them. Internet is changing the world. Now we can easily learn a lot about the any place in the world without visiting. We can talk with people without meeting them, we can share ideas and if India is getting negative impression online then we are going to be in huge problem. People read about India before coming here. We need to change otherwise one thing is very sure that we are not right track and things are not going work this way for very long.

I know that everyone is not the same and there are so many people who have real passion for tourism and they do really nice work but it is very likely to get a bad experience in India. I hope we change such things soon.

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