Professional Documents
Culture Documents
AT
The GATEWAY Hotel -TAJ
TITLE
A DETAILED STUDY ON HR FUNCTIONS PRACTISED BY THE GATEWAY
HOTEL
SUBMITTED BY
MS. BANSI HOTHI
MBA (HUMAN RESOURSE)
IN PARTIAL FULFILLMENT OF REQUIREMENT OF
AMITY UNIVERSITY
FOR
THE AWARD OF DEGREE
OF
MASTER OF BUSINESS ADMINISTRATION
UNDER THE GUIDANCE OF
PROF.MRS.SWATI JOHN
THROUGH
DECLARATION
I, BANSI HOTHI, student of AMITY GLOBAL BUSINESS SCHOOL, PUNE,
hereby declare that the project entitled A DETAILED STUDY ON HR FUNCTIONS
PRACTISED BY THE GATEWAY HOTEL is a bonafide record of the original project
work carried out by me and it has not been submitted earlier elsewhere for the award of
any other degree or diploma or any other similar title. This Project was done from June
1, 2016 to July 15, 2016 entitled A detailed study on the various dimensions
Place: PUNE
Date:
CERTIFICATE
____________________
____________________
(Signature of Internal
Examiner with date)
____________________
(Signature of External
Examiner with date)
ACKNOWLEDGEMENT
This Project was performed at The GATEWAY Hotel - TAJ. It would have been
extremely difficult to complete this project without the help and continuous guidance
from the officials at the firm. This is a perfect opportunity to thank their endeavours.
I would strongly like to convey my gratitude to Mr. PRAKASH CHAND (Industry
Guide) who gave me full co-operation, guidance and help in completing the project. I
have indeed enjoyed working under his guidance and have benefitted with knowledge
and experience.
I would also like to thank Mrs. Swati John (Faculty Guide) for her guidance, support
and encouragement during my project. This project would not have been possible
without her consistent guidance.
I would also like to place on records my sincere thanks to
Dr. (Col.) Sneh V. Sharma (Director, AGBS, Pune), for his continuous support and
guidance.
I would once again like to express my gratitude to all those who were directly or
indirectly involved in this project.
BANSI HOTHI
MBA
Abstract
The Evolution of HRM
Human resource development has become an essential component the development
process. This is due to the fact that any development process is driven by the human
factor. In this paper, it is argued that human resource development /training policy, like
any other policy, must be supported by appropriate institutional mechanisms and tools if
it is to achieve its intended objectives.
It is further urge, that policy formulation is a journey with challenges. The strength of
the policy implementation lies in identifying such challenges, and finding ways of
overcoming them.
Lastly, the discussion reveals that human resource development is closely linked to
other human resource factors that pertain at a given period, such as recruitment policies,
labour market patterns, the age and experience of staff etc. Human resource
development policies therefore must be reviewed from time to time to keep in step with
the changing environment. It also highlights the key challenges faced, the lessons learnt
and the way forward in enhancing sustainable human resource development.
HR in an organization must be responsible for managing employee data, payroll, time
and attendance, and setting company policies.
The role is largely that of personnel administration focused on both internal & external
compliance, and on management of employee records.
Table of Contents
Chapter
Topic
1.
INTRODUCTION
COMPANY PROFILE
2.
LITERATURE
REVIEW
3.
THEORETICAL
BACKGROUND OF
THE STUDY
4.
RESEARCH
METHODOLOGY
5.
FINDINGS AND
ANALYSIS
6.
SUGGESTIONS
7.
CONCLUSION
8.
BIBLIOGRAPHY
Page. No
Chapter -1
Introduction
COMPANY PROFILE
THE INDUSTRY:
The Gateway Hotels & Resorts is an upscale, full service and mid-market hotel & resort
chain in South Asia. The Gateway Hotels is owned by The Indian Hotels Company
Limited and is a part of the Tata Group.
As of Nov 2015, The Gateway Hotels & Resorts comprises 28 campuses in 28 peaceful
cities in South Asia. Including the non-operational heterogeneous hotels (signed-up and
yet to launch), The Gateway Hotels has 40 properties.
Located at the heart of the IT action and only minutes away from the industrial hub, The
Gateway Hotel Pune is the most preferred choice of stay among business travellers as
well as leisure seekers. We cater to your comfort and care while giving you a hassle free
experience with our 24X7 culture when it comes to services. Being inspired from your
lifestyle we strive to provide options like an Active Menu, home-style cooking and in
room yoga. Only at The Gateway Hotel Pune, you will find a unique blend of traditional
hospitality combined with cosmopolitan efficiency.
Business Centre
High-speed Internet
Copier/facsimile facilities
Secretarial services
LCD
Mail services
Babysitting
Currency exchange
Doctor-on-call
Laundry service
Travel assistance
Florist
Kids' essentials
Fitness Centre
The GATEWAY HOTELS comes under the Parent company TAJ HOTELS RESORTS
& PALACES.
About TAJ:
Indian Hotels Company Limited (IHCL), branded as Taj Group, is a chain of hotels and
resorts headquartered at Oxford House in Mumbai which was incorporated by the
founder of the Tata group, Jamsetji Tata, in the year 1903. This company is a part of the
Tata group, one of India's largest business conglomerates.
Taj Hotels Resorts and Palaces is recognized the world over for delivering a unique
flavor of hospitality that offers world-class refinement while remaining deeply rooted in
its Indian heritage. For more than a century, Taj has brought together the unique beauty
and traditions from across India in an experience that highlights true Indian hospitality.
This draws on the time-honored traditions central to the Indian homecoming, from the
refreshing simplicity of the welcome drink to the careful choreography of the dinner
service. Taj has helped to put many Indian destinations on the map. From the resorts of
Goa to the upcoming business hubs of Indias Silicon Valley, an iconic Taj hotel is a
mainstay of the destination. By providing jobs to the local community, supporting
endangered artisan practices and reviving regal history at palaces where royal families
are still in residence; Taj offers a rare insiders point of view to the fascinating story of
India from Maharaja to modern day. With 100 hotels in 62 locations across India, Taj
offers guests the refined luxury of heritage combined with effortlessly efficient service
and local expertise to create a moment to remember. In India, Taj hotels are strategically
located to offer the Taj experience in business hubs, industrial towns and metropolises,
as well as the most remote pilgrimage centers, historic and natural destinations. The
group has extended its international presence with 15 hotels in the Maldives, Malaysia,
the UK, USA, Bhutan, Sri Lanka, Africa and the Middle East.
Vision:
Embrace talent and harness expertise to leverage standards of excellence in the art of
Hospitality to grow our international presence, Increase domestic dominance and Create
value for all stakeholders.
5 Success Factors:
Growth Strategy:
Energy
Services
Consumer Products
Information System and Communication
Chemicals
Engineering
Steel
Core Science
Strategy
HR improves the company's bottom line with its knowledge of how human capital
affects organizational success. Leaders with expertise in HR strategic management
participate in corporate decision-making that underlies current staffing assessments and
projections for future workforce needs based on business demand.
Compensation
HR compensation specialists develop realistic compensation structures that set company
wages competitive with other businesses in the area, in the same industry or companies
competing for employees with similar skills. They conduct extensive wage and salary
surveys to maintain compensation costs in line with the organization's current financial
status and projected revenue.
(night drop), medical assistance, health and safety, recreation facilities, etc.
Industrial relations aspect-This covers union-management relations with other
companies, special Guest services , etc.
Chapter-2
Literature Review
Literature Review
Recruitment and selection:
Recruitment and selection plays a crucial role in any organisation. As employees reflect
the organisation and organisations standard are reflected in them. Recruitment is not
only selecting right person for the right job but it is beyond that.
As per my understanding in recruitment and selection in The GATEWAY HOTEL is
way different. The whole process differs greatly from that of any other organisation.
While selecting every employee the minute things should be kept in mind. The
undergoes various stages. The practice starts with short listing the CVs .Based on the
position the apply for and their experience is the first criteria. The recruitment is done
through campus visits and some external agencies are hired to do so. These agencies
forward the CVs based on the requirement of the industry. Once the CVs are shortlisted
they are called for a personal interview or Skype interview . After clearing this
interview they are called for completing the procedure or completing the joining
formalities. The first stage of interview is the normal interview where they have a
normal conversation regarding his area of interest ,education qualification etc.
Second stag comes is that of the ATTITUDE. Right set of 'ATTITUD' towards work is
greatly expected from employees which the industry ensures about the persons .
The body language reflects answer to the questions asked reflects the attitude of the
person. Attitude is the first preference given in selection of an employee. Positive
attitude of an employee towards his/her is a must. This shows how the person is ready
for the job and how much will he be able to handle Guest Query. The knowledge about
his area of interest is also taken into consideration. This also helps to know how much
pressure the person is able to handle.
Secondly, the persons education and other aspects necessary are taken into
consideration. Self-Grooming, dressing, looks, appearance and the way the person
carries himself matters here which is unlikely in other organisation. For example in any
IT sector the persons knowledge about the software is most counted. The person is
expected to have good communication skills and a good convincing power. Somewhere
during the recruitment and selection process emotional aspect of the recruiter comes in
picture which should be avoided.
The employees are finally taken on-board after documentation is done and necessary
formalities includes :
Physical Check up
Background verification
This is mandatory for every employees in the organisation
Training and development is aimed at bettering the performance of the employees in the
organisation and working towards achieving organisational goals and objectives. In
formal definition if we see it is improving or monitoring employees current and future
performance by increasing their ability through learning and increasing his/her
knowledge.
THE GATEWAY HOTEL is coming up with very interesting technique of training apart
from normal day to day or common training. Lateral thinking that is the new concept of
training where the industry is specifically looking for smart employees. It basically
means "Thinking out of the box". Lateral thinking is helping employees think in other
alternate direction or finding an alternate solution to the problem or query faced by
them. According to our finding and understanding some employees have tried and apply
this to their daily working which according to them has proved to be very beneficial.
This form of training has somewhere leaded them to Guest satisfaction.
Training in hospitality industry is very important because employees are in constant
touch with the people. The way the employees are addressing them show the standard of
the industry.
Development refers to those learning opportunities designed to help employees grow.
Now days in every hospitality business, it is all about competence in employee, and
especially the employees qualities. Quality of service depends on the qualities of
employees. The qualities are about knowledge, skills and thoughts which lead to a
hotels survival and development.
In hospitality industry the training is not only related to their specific work in a
particular department but also all the other aspects also. This includes guest safety and
security, personal hygiene etc.
According to my Study I have identified the learning and development process
according to this cycle of training.
Stage 1
Identification of
training needs and
analysis
Stage 5
Measurments of
trainingsolutions
Stage 2
Module Dessigning
Stage 4
Stage 4
Application of training
and learnings
Stage 3
Delivery of Training
Create a way for employees to share new and creative ideas for improving the
Taj Group and encourage an environment which will motivate employees to
submit their ideas and suggestions for improvement
Customer Service
Safety
Cost Saving
Productivity
Efficiency
Energy resources
Employees morale
MD'S Club
COO'S Club
Platinum Level
Gold Level
Unit Club
Silver Level
The foundation of S.T.A.R.S the Employees Recognition program is the need for all the
employees to appreciate the unique value and the contributions of each Taj employee.
The program offers many specific ideas for recognition, but should not limit our efforts
to expressing concern and appreciation for each other. All of us should work to create an
organizational.
Thus it is seen that good reward and recognition system leads to them increased value of
your organisation.
Individual
performance
Recognitio
n
Increased
productivity
and
Increased
value to
your
Chapter-3
THEORETICAL BACKGROUND OF THE
STUDY
Staffing: Obtaining people with the appropriate skills, abilities, knowledge and
experience to fill jobs in the work organisation. Key practices are human
resource planning, job analysis, recruitment and selection.
Managing
relationships:
Encompasses
range
of
employees
Evaluating: Designing the procedures and processes that measure, evaluate and
communicate the value-added components of HR practices and the entire HR
system to the organisation.
Recruitment is defined as, a process to discover the sources of manpower to meet the
requirements of the staffing schedule and to employ effective measures for attracting
that
manpower
in
adequate
numbers
to
job
candidates.
Induct outsiders with a new perspective to lead the company.
Infuse fresh blood at all levels of the organization.
Develop an organizational culture that attracts competent people to the company.
Search for talent globally and not just within the company.
FACTORS AFFECTING RECRUITMENT
The following are the 2 important factors affecting Recruitment: 1)INTERNAL FACTORS
Recruiting policy
Temporary and part-time employees
Recruitment of local citizens
Engagement of the company in HRP
Companys size
Cost of recruitment
Training
and
development is
function
of human
resource
and
development is
function
of human
resource
Education
Application
Theoretical Orientation
Job Experience
Classroom Learning
Specific Task
General Concept
Narrow/ Perspective
Broad Perspective
employees grow
Education is theoretical learning in classroom.
Though training and education differ in nature and orientation, they are
complementary. An Employee, for example who undergoes training is presumed
to have had a formal education. Furthermore, no training programme
is
training programmes.
Development refers to those learning opportunities designed to help employees
grow. Development is not primarily skill-oriented. Instead, it provides general
are to:
Develop the competences of employees and improve their performance;
Help people grow within organisation in order that, as far as possible, its future
Improves the job knowledge and skills at all levels of the organisation.
Improves the morale of the workforce.
Helps people identify with organisational goals.
Helps create a better corporate image.
Helps prepare guidelines for work.
Instructional
Objectives
Development
of criteria
Selection and
design of
instructional
programmes
Training
Validity
Transfer
Validity
Intraorganisational
validity
Training
Use of
evaluation
models
Interorganisational
validity
E. Methods of Training:
There are two types of Training methods:
1. On the Job
2. Off the Job
4. Job Rotation: This kind of training involves the movement of trainees from one
job to another. This helps him to have a general understanding of how the organisation
functions. The purpose of job rotation is to provide trainees with a larger organisational
perspective and a greater understanding of different functional areas as well as a better
sense o their own career objectives and interest. Apart from relieving boredom, job
rotation allows trainees to build rapport with a wide range of individuals within the
organisation, facilitating future cooperation among departments.
for clerical and semi-skilled jobs. The duration of this training ranges from a few days
to few weeks. Theory can be thus related to practice method.
F. Techniques of Training:
Techniques
Description
expressed
Games to get team members know each other
Ice Breakers
Exercise to teach different styles of leadership
Leadership Game
Skill Games
Communication Games
Strategic Planner
Role Reversal
Doubling
Tag Teams
Mirroring
Monodrama
Built-in-Tension
Shadowing
Employee recognition isnt rocket science it is an obvious thing to do. Despite the
unquestioned benefits arising from employee recognition, one of the mysteries of the
workplace is that recognition invariably is done badly, if done at all. Managers need
reinforcing and coaching. Employee recognition remains an undervalued management
technique.
One thing you can do is to ensure there are questions on employee recognition in your
organizations employee surveys. The results can be used to prove the need for greater
employee recognition.
Surveys conducted by Sirota Consulting have revealed that only 51% of workers were
satisfied with the recognition they received after a job well done.1 This figure is as
conclusive
as
you
could get
it
has
Costs
Chapter-4
Research Methodology
Methodology:
The research methodology adopted by me is the Descriptive method. Descriptive
research is used to describe characteristics of a population or phenomenon being
studied. The research is more of descriptive as the employees were studied were closely.
Data Collection:
The mode of Data Collection used in the report is mainly the primary data i.e. through
Interview and Questionnaire method . Interview method was used for the data collection
of recruitment and selection, Training and Development. There was one- to -one talk
with the employees of the organisation. Through their experience and learning we were
able to know the improvement in the performance level. Another tool used was
Questionnaire method for Rewards and Recognition part which was helped us to know
the expectations of the organisation. Data collection helped us collect first hand
information.
Chapter-5
FINDINGS AND ANALYSIS
Findings
Finding The GATWAY Hotel is becoming a phenomenon as a luxurious brand with five
star services. It is trying to suit the expectations of the guest to satisfy the needs of both
the business and leisure travellers alike. A survey was done with the help of a
questionnaire. Through the questionnaire responses and one on one conversation with
the employees at all levels, it has been deduced, when it comes to rewarding your
employees, cash is kingbut only for a few hours. Money is not a long-term motivator.
Sure, employees love a cheque, who doesnt? But finding ways to engage with them
rather than pay them off will result in more loyal, harder working employees.
Kind of Reward and Recognition would they prefer or expect:
4.5
4
3.5
3
Monetary
2.5
Non Monetary
2
Either
Both
1.5
1
0.5
0
1
In the above graph it shows that Maximum number of people is interested in any kind of
rewards and recognition they receive. Employees are more interested in both monetary
as well as non-monetary benefits. According to my perception it can also be that they
are really not aware about rest other rewards and recognitions. The rewards and
recognition they receive must be both. The organisation should set the basic criteria for
which the employees will be liable to receive the monetary and non-monetary benefits.
The above finding shows that in the organisation most of the employees have different
set of criteria based on which they prefer the rewards and recognition should take place.
Almost all the employees in the organisation think some criteria is necessary for
evaluating the performance. This gives them a clear picture about the functioning of the
rewards and recognition in the organisation. Being a hospitality industry the work of
employees is recognised by the kind of service they provide to the Guest and their
feedback for their outstanding performance gives them a good recognition for the work
they do.
Reward Satisfaction
6
5
4
3
2
1
0
Reward Satisfaction
Through the questionnaire it was analysed that currently in the organisation some
people are unaware about the rewarding system of the organisation. But it is also seem
and understood that the employees are highly satisfied with the rewards they are
currently receiving in the organisation. They are aware that their work is recognise by
the top management in the organisation. It is rightly said that just a" pat on back" is
necessary. It creates a sense of belongingness among the employees and also a sense of
recognition. It indirectly motivates them to work more effectively and efficiently for the
betterment of the organisation.
Chapter-6
SUGGESTIONS
Suggestions are always beneficial in planning something for future. It gives a scope for
improvement. The organisation being a just started a year ago has been very progressive
in its work. My suggestions for the organisation is that as they progress they should
implement more effective and efficient ways for various HR functions to be studied.
This will help them achieve timely set goals and target. Though the management is very
strict with it recruitment process but the employees joining does not seem to be thinking
in the same way. Recently the training and development program started with the
concept of lateral thinking which is a different and unique technique to train them. It
was also suggested that they should come up with such more interesting techniques of
training them. This will also help in retaining the employees in the organisation.
An extra effort was taken to study other rewards and recognition that would help in
increasing the satisfaction and maintaining the productivity of the employees in the
organisation.
They are listed below as:
1. Hand-written note - A personal note written with sincerity and
specifics can sometimes mean the most to an employee. Money
or trinkets may never be as rewarding.
2. Presidential Seal - Create a formal letter recognizing your
employees achievement. Sign it and use the companys seal to
give the letter something extra. If you really want to do it right,
frame it too.
3. Standing Ovation - Get all your employees together in the
same room. Really pack them in. Then invite in the employee
you're recognizing and give him or her standing ovation.
4. Company Scrapbook - Create a scrapbook as your company
grows over time. Each month start off a scrapbook page with
the employee you're recognizing. Their names will be part of
history, literally.
Chapter-7
CONCLUSION
Learning was a good experience in the organisation. As an individual got to learn many aspects
of business specially HR. The employees of any organization are its life blood, without doubt.
With the dawn of this realization upon the present day business organizations, there appears to
be a major shift towards human resource management. In fact, the employees of today are
encouraged to participate in the major decisions and thus play a vital role in the management of
the
firm.
exhibit. Hence it is of crucial importance that employees with the most suitable qualifications be
selected. This is where the processes of recruitment and selection come in. It is difficult to
separate one from the other. The various company illustrations given in this report indicate that
these processes require a great deal of thought and advanced planning. In fact, it is not only
the HR department that is involved.
The
finance
departmentprovides the budget for the processes and the manpower gap is
determined by inputs from all the departments.
Also the gruellingprocedure through which the candidate goes through is, in itself, anindicator
of the significance of these processes in the efficient functioning of the organisation.
The study was a learning experience for me and I came to know lot about Training and
Development programs. There was many positive response but still much more needs to be
inculcated. Employees still needs to be motivated more from time to time to know their
strength and weaknesses so that they can work on it. Employees should improve their skills and
knowledge for betterment of the organisation. Training and Development programs of the
company are highly effective &beneficial to the employees in giving their best contribution to
their personal growth & development as well to meet the organisational objectives.
Recognition when prioritized and done right allows managers to accomplish business goals.
Amidst the hotel industry's growing competition like Marriott and Hyatt, to attract and retain
top talent, recognition and non-monetary rewards are no longer just a part of the "soft side" of
the business; they are now an essential part. There is no better time than today to start building
engagement and retaining your human capital, so don't wait to appreciate. Hence recognition
should be heartfelt and sincere. Recognition is a key success factor even at higher levels of
management.
Chapter-8
BIBLIOGRAPHY
http://www.cuttingedgepr.com/articles/emprecog_so_important.asp
http://en.wikipedia.org/wiki/Tata_Group
http://en.wikipedia.org/wiki/Taj_Hotels_Resorts_and Palaces
http:// gateway.tajhotels.com/en_in/hinjawadi_pune/
http://www.businessmanagementideas.com/essays/evolution-of-human
-resource-management-in-India/2471
V S P Rao "Human Resource Management"
K Aswathappa "Human Resource Management"
Appendices
Not at
Somewhat
Important
Important
Important
Receiving formal recognition
For your efforts in making a
Difference.
Being recognized by management
for efforts.
Extremely
Important
Importance Important
Outstanding performance
Focus on innovation
Consistently doing a good job
Exceeding performance objectives
Achieving cost savings
Exceeding service expectations
Demonstrated teamwork
Outstanding Customer service