Research Project Report

On

”HR policies and functionality in

hospitality industry”

SUBMITTED IN PARTIAL REQUIREMENT OF

MASTER OF BUSINESS ADMINISTRATION

SESSION (2018-2020)

Submitted by :- Submitted to:-

Mohd Kashif Dr. Manu Johari

1801170092

UNITED
Group of Institution

Allahabad – Greater Noida

United Institute Of Management

A-31 UPSIDC INDUSTRIAL AREA, NAINI PRAYAGRAJ
(Affiliated to Dr APJ ABDUL KALAM TECHNICAL UNIVERSITY, LUCKNOW)

1
 ACKNOWLEDGEMENT

I thank my guide Dr. Manu Johari of UIM who has given her valuable time, knowledge and
guidance to complete the project successfully in time.

I specially thank the principal sir for allowing us to use the facilities such as library, internet
etc.

My family and peers were great source of inspiration throughout my project their support is
deeply acknowledged.

2
 PREFACE

As a part of MBA curriculum and in order to gain practical knowledge in the field of
management, we are required to make a research report on ‘HR policies and functionality in
hospitality industry’ the basic objective behind doing this project report is to get knowledge
on HR policy in the hotel industry system prevailing in the industry.

In this report I have included objectives, concept and practical approaches of the hospitality
industry.

During this report helped us to enhance our knowledge regarding the attitude of employees
towards HR policies and functions.

Through this report I came to know the importance of team work and role of devotion
towards the work.

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 DECLARATION

I MOHD KASHIF OF UNITED INSTITUTE OF MANAGEMENT COLLEGE OF MBA 4 th

SEMESTER, hereby declare that I have completed the project on ‘HR POLICY AND
FUNCTIONLITY IN HOSPITALITY INDUSTRY’ in the academic year 2018-20. The
information submitted is true and original to the best of my knowledge.

(MOHD KASHIF)

ROLL NO. 1801170092

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 INDEX

Sr No. PARTICULAR PAGE No.

1. OBJECTIVES 6-7

2. SCOPE OF THE STUDY 8-9

3. RESEARCH METHODOLGY 10-19

USE AND IMPORTANCE OF THE STUDY

PART -1 HUMAN RESOURCE POLICIES
4. 20-64
PART -2 HOSPITALITY INDUSTRY
PART -3 SERVICE INDUSTRY

5. ANALYSIS OF THE DATA COLLECTED 65-74

6. CONCLUSION 75-76

7. RECOMMENDATIONS 77-78

8. BIBLIOGRAPHY 79-80

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CHAPTER – 1

OBJECTIVE

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 OBJECTIVE

 To know the Human Resource Policies.

 To know the hospitality industry with special reference to Kanha Shyam.

 To identify Functionality of HR Department for a service industry with special

reference to hotel Kanha Shyam.

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CHAPTER – 2

SCOPE OF THE
STUDY

8
 SCOPE OF THE STUDY

Human resource policies are the formal rules and guidelines that businesses put in place to
hire, train, assess, and reward the members of their workforce. These policies, when
organized and disseminated in an easily used form, can serve to preempt many
misunderstandings between employees and employers about their rights and obligations in
the business place. It is tempting, as a new small business owner, to focus on the concerns of
the business at hand, and put off the task of writing up a human resource policy.

The Indian tourism and hospitality industry has emerged as one of the
key drivers of growth among the services sector in India. Tourism in India has significant
potential considering the rich cultural and historical heritage, variety in ecology, terrains and
places of natural beauty spread across the country. Tourism is also a potentially large
employment generator besides being a significant source of foreign exchange for the country.

Hotel Kanha Shyam, a four star hotel, is located in the heart of the city of
Allahabad in the most prestigious Civil Lines area. It offers banquet facilities for 500 persons
at one time. Gracious hospitality is extended here along with sumptuous cuisine. Every effort
is made to ensure the customer satisfaction regarding hospitality. This research has been
undertaken in this hotel for seven weeks to make an in depth and comprehensive study on
“HR Policies & function in Hotel Kanha Shyam (Allahabad)”.

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CHAPTER – 3

RESEARCH
METHODOLOGY

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 RESEARCH METHODOLOGY

Research is defined as a careful consideration of study regarding a particular concern or a

problem using scientific methods. According to the American sociologist Earl Robert Babbie,
“Research is a systematic inquiry to describe, explain, predict and control the observed
phenomenon. Research involves inductive and deductive methods.”

Inductive research methods are used to analyze the observed phenomenon whereas, deductive
methods are used to verify the observed phenomenon. Inductive approaches are associated
with qualitative research and deductive methods are more commonly associated with
quantitative research.

The process used to collect information and data for the purpose of making business
decisions. The methodology may include publication research, interviews, surveys and other
research techniques, and could include both present and historical information.

Methodology is the systematic, theoretical analysis of the methods applied to a field of study.
It comprises the theoretical analysis of the body of methods and principles associated with a
branch of knowledge. Typically, it encompasses concepts such as paradigm, theoretical
model, phases and quantitative or qualitative techniques.

A methodology does not set out to provide solutions—it is therefore, not the same as a
method. Instead, a methodology offers the theoretical underpinning for understanding which
method, set of methods, or best practices can be applied to a specific case, for example, to
calculate a specific result.

It has been defined also as follows:

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 1. "the analysis of the principles of methods, rules, and postulates employed by a
discipline";

2. "the systematic study of methods that are, can be, or have been applied within a
discipline";

3. "the study or description of methods".

Contents

 1 Methodology, theory, paradigm, algorithm, and method

 2 See also

 3 References

 4 Further reading

 5 External links

The methodology is the general research strategy that outlines the way in which research is to
be undertaken and, among other things, identifies the methods to be used in it. These
methods, described in the methodology, define the means or modes of data collection or,
sometimes, how a specific result is to be calculated. ] Methodology does not define specific
methods, even though much attention is given to the nature and kinds of processes to be
followed in a particular procedure or to attain an objective.

A system of broad principles or rules from which specific methods or procedures may be
derived to interpret or solve different problems within the scope of a particular discipline.
Unlike an algorithm, a methodology is
ot a formula but a set of practices.

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DESCRIPTIVE METHODOLOGY

Descriptive research can be explained as a statement of affairs as they are at present with the
researcher having no control over variable. Moreover, “descriptive studies may be
characterised as simply the attempt to determine, describe or identify what is, while analytical
research attempts to establish why it is that way or how it came to be

Descriptive research is “aimed at casting light on current issues or problems through a

process of data collection that enables them to describe the situation more completely than
was possible without employing this method.

In its essence, descriptive studies are used to describe various aspects of the phenomenon. In
its popular format, descriptive research is used to describe characteristics and/or behaviour of
sample population.

An important characteristic of descriptive research relates to the fact that while descriptive
research can employ a number of variables, only one variable is required to conduct a
descriptive study. Three main purposes of descriptive studies can be explained as describing,
explaining and validating research findings.

Descriptive studies are closely associated with observational studies, but they are not limited
with observation data collection method. Case studies and surveys can also be specified as
popular data collection methods used with descriptive studies.

Examples of Descriptive Research

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 Research questions in descriptive studies typically start with ‘What is…”. Examples of
research questions in descriptive studies may include the following:

 What are the most effective intangible employee motivation tools in hospitality
industry in the 21stcentury?
 What is the impact of viral marketing on consumer behaviour in consumer amongst
university students in Canada?
 Do corporate leaders of multinational companies in the 21stcentury possess moral
rights to receive multi-million bonuses?
 What are the main distinctive traits of organisational culture of McDonald’s USA?
 What is the impact of the global financial crisis of 2007 – 2009 on fitness industry in
the UK?

Advantages of Descriptive Research

1. Effective to analyse non-quantified topics and issues

2. The possibility to observe the phenomenon in a completely natural and unchanged
natural environment
3. The opportunity to integrate the qualitative and quantitative methods of data
collection
4. Less time-consuming than quantitative experiments

Disadvantages of Descriptive Research

1. Descriptive studies cannot test or verify the research problem statistically

2. Research results may reflect certain level of bias due to the absence of statistical tests
3. The majority of descriptive studies are not ‘repeatable’ due to their observational
nature
4. Descriptive studies are not helpful in identifying cause behind described phenomenon

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Research Methods
There are two kinds of research methods, qualitative research and quantitative research, in the
empirical part of this thesis; both of the research methods are used. Quantitative research was
done by sending questionnaires to the employees to the Food & Beverage department
employees; and qualitative research—personal interviews with the Assistant Human
Resource Manager, Training Manager and supervisor of the western restaurant.

Quantitative Research
“Quantitative research allows the researcher to familiarize him/herself with the problem or
concept to be studied, and perhaps generate hypotheses to be tested.” (Golafshani 2003, 597)
Quantitative research seeks to quantify the collected data for analyzing, and find a final
course of the action. It is based on statistics, the objects are large number of respondents and
it is structured. In this thesis quantitative method is used to gather the information from the
employees of F&B department about their attitudes towards the hotel‟s staff training. With
the help of quantitative research method, it is easy to have a clear and scientific view on the
opinions by having them on questionnaires and analyze with SPSS, and to interview one or
some of the employees about their thoughts does not present all employees‟ opinions;
moreover, it is not possible to interview every employee individually.

Qualitative Research
“Qualitative research forms a major role in supporting marketing decision-making, primarily
as an exploratory design but also as a descriptive design.” (Malhotra & 27 Birks 2003, 131)
Meaning that by using qualitative research, “why” instead of “how” will be found out.

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Qualitative Research focuses on developing an initial understanding out of the research, and
it is not based on statistics. Qualitative can be used alone or to support quantitative research.
For this thesis, in order to get a better understanding of the training system, the trainings‟
general information and their effects etc

Data Collection
The data of this study is the primary data coming from the survey (appendix 2) and the
interviews (appendix 3). All the employees in Food & Beverage department are the sample
group of this study, the questionnaire designed is about the staff training system in the chosen
hotel. The questions on the questionnaire can be divided into two parts, the first part is about
the respondent‟s basic information, their gender, age, previous hospitality education,
previous hotel working experience etc. and the second part is about the training they had in
the hotel, how they felt about the training, and 28 what opinions they have about the training
system, how do they realize the importance of the organized training. The total collecting
time was two weeks from 10.08.2009 till 25.08.2009, because questionnaires were handed
and returned to the author through e-mail, it took more time than expected to get all answers.
There are 76 questionnaires sent out to the Food and Beverage department including Chinese
restaurant, western restaurant, kitchens, banquet, bar and pastry, 53 were answered. The
response rate is 69.7%. The interview questions were designed before the interviews took
place, the questions can be grouped into three sections, the first section is about interviewees‟
background information, positions, work experience and work tasks etc.; the second section
is about purposes and goals of the training programs in the case hotel; the third section
focuses on the improvements of the training programs. The interviews were done through
telephone, individually with the Assistant Manager from Human Resource department,
Training Manager and the original supervisor of the western restaurant. They are specialists
of staff training, and their opinions represent different views from different positions. The
interviews were done on different dates, which are 16 Aug, 2009 with Assistant Human
Resource Manager and Training Manager, 29 Aug, 2009 with the supervisor. Interviews were
originally done in Chinese.

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Validity and Reliability analysis
Reliability is the consistency of the measurement; the results will not change every time
when testing in the same way with the same subject. “A measure is considered reliable if a
person's score on the same test given twice is similar.” (Web Center for Social Research
Methods 1997.) Reliability can not be measured only can be estimated. Validity suggests that
if the measure measures what it supposed to analyze. In short, validity is about the accuracy
of the measurement. It is vital for a test to be valid in order for the results to be accurately
applied and interpreted. Validity isn‟t determined by a single statistic, but by a body of
research that demonstrates the 29 relationship between the test and the behavior it is intended
to measure. (Golafshani 2003, 599 & 602) In this thesis, the questions are designed
generalized and suitable for the employees from F&B department, with the support of the
personal interviews, all the interviewees are experienced and skillful, makes the results
reliable. The sample group is narrowed down to the F&B department before the research
which helps the author to analyze, because if the respondent group as designed originally all
the staff of the hotel, the author will not get the same response rate as now. And SPSS
program is used to analyze the results, frequency and percentages tables are used to show
direct and understandable analysis which increases the reliability of the results. The results of
the thesis will be sent to the HR department of the hotel, they will keep it as a reference in
their future Human Resource Development activities.

17
 Collection of Data

The data required for the research was collected using the following techniques

 Personal Interviews:
The researcher conducted personal interviews with employees and Human Resource
managers of reputed hotel brands to get an insight on the problem under study.
 Questionnaire:
 A questionnaire bearing straight forward and relevant questions was drafted and
handed over to the sample to obtain their responses.

Sampling Techniques

The population being “employees of hotels” is more of less homogeneous in nature since the
characteristics and service conditions of the hotel industry are almost similar in nature
throughout the population. With due consideration to this fact, a sample comprising of 365
employees representing various hotels from five star to serviced apartments was selected on
random basis to conduct the study. The said sample was collected from Pune, Hyderabad &
Bangalore cities due to the similarity of the nature of hotel industry in these cities. Apart from
the above mentioned tools the relevant secondary data for the research was collected from
journals, books & internet.

Discussions and Findings

Discussions

Challenges faced by the hotel industry in measuring employee productivity:

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Hospitality industry is a part of service industry and is characterized by certain features that
create challenges in designing and implementation of employee productivity management
system. These features or characteristics needs to be studied in detail for the effective
development of a productivity management system.

Methodology adopted to measure employee productivity in Hotels:

In an effort to track the productivity of its employees, hotels have adopted various methods
of measuring the employee productivity. However, the suitability and effectiveness of these
methods needs to be tested. The following are the widely used methods to measure employee
productivity by hotels.

i. Basis of Revenue generation:

a. Total revenue generated per employee.

b. Total food revenue generated per Food production staff.

c. Total food & beverage revenue generated per Food & Beverage service staff.

d. Total room revenue generated per Front Office / Sales & Mktg. staff.

ii. Basis of Time frame:

a. Average number of covers served per worked hours. (Food Production & F & B Service
staff)

b. Average number of check-ins / check-outs handled per worked hours (Front office staff)

c. Average number of rooms serviced per worked hours (Housekeeping staff)

iii. Basis of guest satisfaction:

a. Average number of guest satisfaction points generated per department.

b. Number of guest praises / positive feedbacks received per department / person.

c. Number of guest complaints / negative feedbacks received per department / person.

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 CHAPTER-4

USE AND
IMPORTANCE OF THE
STUDY

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 PART – 1
Human Resource Policies

Human resource policies are the formal rules and guidelines that businesses put in place to
hire, train, assess, and reward the members of their workforce. These policies, when
organized and disseminated in an easily used form, can serve to preempt many
misunderstandings between employees and employers about their rights and obligations in
the business place. It is tempting, as a new small business owner, to focus on the concerns of
the business at hand, and put off the task of writing up a human resource policy. All business
analysts and employment lawyers will advise a new business owner to get a policy down on
paper, even if it is a simple one drafted from a boilerplate model. Having policies written is
important so that it is clear to all what the policies are and that they are applied consistently
and fairly across the organization. Moreover, when issues concerning employee rights and
company policies come before federal and state courts, it is standard practice to assume that
the company's human resource policies, whether written or verbal, are a part of an
employment contract between the employee and the company. Without clearly written
policies, the company is at a disadvantage.

Small businesses--and especially business startups--can not afford to fritter away valuable
time and resources on drawn-out policy disputes or potentially expensive lawsuits. Having a
human resource policy in place from the start can help to avoid this situation. The business

21
owner who takes the time to establish sound, comprehensive human resource policies will be
far better equipped to succeed over the long run than the business owner who deals with each
policy decision as it erupts. The latter ad hoc style is much more likely to produce
inconsistent, uninformed, and legally questionable decisions that may cripple an otherwise
prosperous business. For as many small business consultants state, human resource policies
that are inconsistently applied or based on faulty or incomplete data will almost inevitably
result in declines in worker morale, deterioration in employee loyalty, and increased
vulnerability to legal penalties. To help ensure that personnel management policies are
applied fairly, business owners and consultants alike recommend that small business
enterprises produce and maintain a written record of its HR policies and of instances in which
those policies came into play.

SUBJECTS COVERED BY COMPANY HR POLICIES

Small business owners should make sure that they address the following basic human
resource issues when putting together their personnel policies:

 Equal Employment Opportunity policies

 Employee classifications

 Workdays, paydays, and pay advances

 Overtime compensation

 Meal periods and break periods

 Payroll deductions

 Vacation policies

 Holidays

 Sick days and personal leave (for bereavement, jury duty, voting, etc.)

 Performance evaluations and salary increases

 Performance improvement

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  Termination policies

Templates that may be used to create a first human resource policy document are available
from many sources. Two such sources that are reputable and offer information of a full range
of employment issues are the National Human Resource Association and the Society for
Human Resource Managers. Each maintains a Web site with information on the services it
provides and pointers to other reputable service providers. Those Web sites are, respectively,

http://www.humanresources.org and http://www.shrm.org/.

A broad spectrum of issues can be addressed in human resource policies, depending on the
nature of the business in question. Examples of such issues include promotion policies;
medical/dental benefits provided to employees; use of company equipment/resources (access
to Internet, personal use of fax machines and telephones, etc.); continuity of policies; sexual
harassment; substance abuse and/or drug testing; smoking; flextime and telecommuting
policies; pension, profit-sharing, and retirement plans; reimbursement of employee expenses
(for traveling expenses and other expenses associated with conducting company business);
child or elder care; educational assistance; grievance procedures; employee privacy; dress
codes; parking; mail and shipping; and sponsorship of recreational activities.

ADVANTAGES OF FORMAL HUMAN RESOURCE

POLICIES

Small business owners who have prepared and updated good personnel management policies
have cited several important ways in which they contribute to the success of business
enterprises. Many observers have pointed out that even the best policies will falter if the
business owners or managers who are charged with administering those policies are careless
or incompetent in doing so. But for those businesses that are able to administer their HR
policies in an intelligent and consistent manner, benefits can accrue in several areas:

Communication with employees. A well written and thoughtfully presented human resource
policy manual can establish the tone that a new business person wishes to maintain within his
or her business. Such a policy also serves to disseminating information about what employees
may expect from the company as well as what the employer expects from the employees
regarding work performance and behavior while on the job.

23
Communication with managers and supervisors. Formal policies can be helpful to managers
and other supervisory personnel faced with hiring, promotion, and reward decisions
concerning people who work under them.

Time Savings. Prudent and comprehensive human resource management policies can save
companies significant amounts of management time that can then be spent on other business
activities, such as new product development, competitive analysis, marketing campaigns, etc.

Curbing litigation. Members of the legal and business communities agree that organizations
can do a lot to cut off legal threats from disgruntled current or ex-employees simply by
creating--and applying--a fair and comprehensive set of personnel policies.

MAKING CHANGES TO EXISTING HR POLICIES

Companies typically have to make revisions to established HR policies on a regular basis, as

the company grows and as the regulatory and business environments in which it operates
evolve. When confronted with the challenge of updating HR policies, however, it is important
for small businesses to proceed cautiously. For example, if an employee asks the owner of a
small business if he might telecommute from his home one day a week, the owner may view
the request as a reasonable, relatively innocuous one. But even minor variations in personnel
policy can have repercussions that extend far beyond the initially visible parameters of the
request. If the employee is granted permission to work from home one day a week, will other
employees ask for the same benefit? Does the employee expect the business to foot the bill
for any aspect of the telecommuting endeavor--purchase of computer, modem, etc.? Do
customers or vendors rely on the employee (or employees) to be in the office five days a
week? Do other employees need that worker to be in the office to answer questions? Is the
nature of the employee's workload such that he can take meaningful work home? Can you
implement the telecommuting variation on a probationary basis?

Small business owners need to recognize that changes in HR policy have the potential to
impact, in one way or another, every person in the company, including the owner. Proposed
changes should be examined carefully and in consultation with others in the organization who
may recognize potential pitfalls that other managers, or the business owner herself, may have
failed to detect. Once a change in policy is made, it should be disseminated widely and

24
effectively so that everyone within the business is working from the same human resource
policy at all times.

Developing HR Policies This section gives

practical information to organisations on how to
develop HR Policies and procedures.

The guide is designed for small non-profits. It will be useful to those who are just beginning
to develop policies and those who are reviewing and updating existing policies. Tools you
will find in this section include a Policy Template, a Guide to Developing an Employee
Handbook, and a template Statement of Understanding. It covers the following topics:

 Why policies are important.

 Defining the policies and procedure.
 Step in developing the policies.
 Role of the board of the director in HR policy development.

Why Policies Are Important?

There are several Policies that serve important functions:

 Communicate expectations and values to employees of the organization.

 Protect the organization from all legal employment claims
 Document all the policies and make sure they are implemented in the organization
 Being unbiased, fair and transparent towards employees
 Helping the organization in decision making

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  Protect employees and the organization from all type of expediency pressures

List of Human Resource Policies and Procedures:

There are two different parts of human resource (hr) policies, first half of the human resource
policies and procedures are formulated on the basis of their source and second half of the
human resource policies are provided on the basis of their description. And detailed
information about these Human resource policies and procedures are stated below.

On the basis of source:

In this source based human resource policies the actual activities in which all the employment
policies are generated mainly rely upon their managers and employees working needs and
wants. Moreover, this reliance can be classified in different terms of words and they are as
follows.

1. Originated policy:

The actual nature of working in relation with the originated policy is handled and established
by the senior manager so that the senior manager can understand all the necessary
requirements of the employees.

Moreover, these senior managers provide these guidelines to their subordinates to improve
and develop their professional career. Therefore, it is necessary to understand the originated
policies for the empowerment of the employees of the company.

26
2. Implicit policy:

With the help of these policies, the managers can express their intention in favour of the
company. First of all the actual importance of these implicit policies are implied because of
the nature and behaviour of the managers. And that is why these implicit policies are also
called and recognized by the name of implied policies of the company.It is quite clear that
these implicit policies are recognized by the managers of the company.

Therefore, it is necessary to understand that these policies are made in favour of the
manager’s requirement.

3. Imposed policies:

The nature of working in the company doesn’t include only the management of the company.
Moreover, as the matter of fact, the organizational structure of the company even depends
upon the governmental agencies of the company.

The human resource policies and procedures of the company will also provide with the
provision that, part of the policy of the company can be governed and favoured by the
governmental agencies or trade unions.

It is one of the policies which is made for the development of the staff and workers value in
the company.

4. Appealed policy:

It is not an actual policy, as its name suggests it is such kind of policies which are requested
by the managers of the company, so the management of the human resource policy will
consider looking into a certain situation which is not included in all the above-mentioned
policies.

The appealed policies can be generated by the managers and employees of the company, but
the final decision of that appeal, whether it is accepted or rejected can be decided by the
human resource management of the company.

27
On the basis of description:

The human resource policies and procedures of the company are made for the advantage and
benefit of the company employees and their employment. And the nature of working of the
human resource policy which is made on the basis of its description can be derived on behalf
of the company development.

1. General policy:

It is one of the policies which is based on the description of its working. The human resource
policy based on their description established some of the general policies. These general
policies are completely different from the rest of the policies generated from the human
resource management of the company.

As these general policies don’t belong to any particular issues of the company, and that is
why it is named as the general policy of the company.

2. Specific policy:

As its name suggests, the specific policies are those types of policies in an organisation which
is related to specific issues of the company such as staffing, recruitment and salary related
issues. Therefore, these specific policies are designed to undertake those specific issues of the
company.

Moreover, all the working order of these specific policies of the company favours all the
staffing related issues of the company.

Additional Types of Human Resource Policies and

Procedures:

All the additional aspects and types of human resource policies are established with the
criteria of company requirements which is beneficial for their employers and employees.
Therefore, it is necessary to understand all those criteria of such human resource policies and
procedures based on their additional aspects.

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1. Attendance:

Some of the workplace policies and procedures are designed for the sake of the employee
benefit. And attendance relates policies are one of the common policies made by the human
resource of the company, wherein which it needs the employees of the company take an
active shot on their responsibilities assigned by the company.

There are certain types of leaves which is allowed occasionally or suddenly for all the
employees of the company such as sick leaves, pay leaves, without pay leave and much more.

2. Behaviour:

It is one of the criteria where in which the human resource policy department of the company
designs their priority in the manner of the company policy. These policies designed by the
human resource department of the company are created to examine all the behaviour of the
employees of the company.

Therefore, it is necessary for the employees and the managers of the company to step in
strongly in the matters of the company policy.

3. Request:

Some of the policies such as appealing policies are made on the basis of the requests received
by the managers and the employees of the company. It is one of the beneficial policy of the
company which doesn’t include any type of specific rule and regulation in terms of the
company matters.

Therefore, these requests can be made for the welfare of the company and its employees. The
employees of the company can raise their voice against any issue in the format of a request
for the purpose of company growth and employee development as well.

4. Safety:

29
It is a common measure that management and organization of the company need to plan
before anything. It is a safety and security measure of the company. And it is formed for the
protection of the company managers and its employees.

Therefore, there is nothing as the safety policies of the company are only for the managers of
the company.

Moreover, the actual working part of the company is created for the employees of the
company and that is why the company holds on to the responsibility that it should safeguard
all the members of the company.

Some of the Subjects Covered by Human

Resource Management System:

The following subjects are a major part of the human resource management policy procedure.
Without these matters of a subject, no human resource policies could have been formed.

1. Employment equality:

Most of the company follows these human resource policies for the sake of better
opportunities. It is one of the ways of the behaviour of the company policy, which includes
actual parameters of the company for the development of the professional approach towards
the employees of the company.

Therefore, all these aspects of subjects matter the most in the growth programs conducted for
the company employees.

2. Performance evaluation:

Every employee of the company, whether it is a government based company or private

company, they all expect some sort of performance evaluation based on their growth in the
company.

30
These performance evaluations are conducted for the sake of the development of the
employee role in the company.

Therefore, it is very essential for all the employees and the employers of the company that
they need to work as per their expected performance ratio.

3. Termination policies:

These termination policies act according to the reason for the termination. There are different
types of reason and purpose for the termination.

Some of the terminations can be made based on the bad performance ratio of the employee.

And some can be made for the growth of the company in the name of recession.

And the rest can be measured in the parts of voluntary resignation, depending upon their own
personal and professional reasons.

Therefore, it is very important for all the managers and employees of the company that these
policies are for the safety of their own self.

Hence, it is all settled and informed clearly in this discussion that human resource policies are
designed from two parts of the policy and if anyone needs to know more about this, then they
can follow all the above details regarding HR policies.

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Defining policy and procedure

A policy is a formal statement of a principle or rule that members of an organization must

follow. Each policy addresses an issue important to the organization's mission or operations.

A procedure tells members of the organization how to carry out or implement a policy.
Policy is the "what" and the procedure is the "how to".

Steps in Policy Development

Here is a suggested process for policy development. Research and consultation are key step
in the process. A sound policy is built upon good consultation with those who will be affected
by the policy.

1. Identify and define the problem or issue that necessitates the development of a policy

32
The organisation also needs to know and understand the purpose of policies and to recognise
that the issue or problem can be effectively dealt with by the creation or modification of a
policy.

2. Appoint a person or person(s) to co-ordinate the policy development process

The policy development process may take place over several months. There needs to be
someone or perhaps a committee who is "driving" the process.

3. Establish the policy development process

The process requires research, consultation and policy writing tasks. The co-ordinator should
develop a plan of what tasks need to be done, by whom and when.

4. Conduct research

Read policy documents created by other organisations on the same topic

Research legislation on the Internet

Conduct a meeting with staff and other people with experience

Survey participants or a particular group of participants such as coaches

Read minutes of management committee meetings (if allowed)

Read other documents such as annual reports or event reports

Read industry magazines and journals

Seek legal advice

5. Prepare a discussion paper

The purpose of the discussion paper is to explain the nature of the problem or issue, to
summarise information yielded by research and to suggest a number of policy options. The
discussion paper will be an important tool in the process of consultation.

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 6. Consultation - Stage 1

Circulating the discussion paper to all stakeholders (interested parties) is a first step in the
consultation process. It may also be necessary to telephone stakeholders and send notices to
remind stakeholders to read the discussion paper. It is then important to gain as much
feedback from stakeholders as possible. This may be effected through workshops, open
meetings, your web site and by meetings with individuals. Several months may be required to
ensure that this stage of consultation is thorough.

7. Prepare a draft policy

When there has been sufficient time for consultation processes to be completed the next step
is to prepare a draft policy.

8. Consultation - Stage 2

When the draft policy is completed it should be circulated to key stakeholders, published in
the organisation's newsletter and web site, discussed in further meetings and forums. At this
stage it is necessary to seek help from stakeholders to fine tune the wording, clarify meaning
and make adjustments to the policy before it is finalised.

9. Adoption

When the co-ordinator of the policy development process is reasonably satisfied that all
issues and concerns about the policy have been aired and dealt with, it is time to finalise the
policy. The final policy document needs to be formally adopted by the management of the
organisation (management committee) with an appropriate record entered in to the minutes.

10. Communication

Following formal adoption of the policy it should be communicated far and wide throughout
the organisation and stakeholders. Training sessions may need to be conducted to ensure that
organisation personnel are fully informed and able to implement the policy. If the policy is
not well communicated it may fail.

11. Review and evaluate

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The implementation of the policy should be monitored. The policy may still require further
adjustments and furthermore the reasons for the policies existence may change. A general
practise is to set a date for the policy to be reviewed, this might be one a year or once in every
three years. It just depends on the nature.

KOTLER’S MARKETING MANAGEMENT-

A PRINCIPLE IN MARKETING LEADERSHIP

Professor Philip Kotler has brought a considerable intellectual and theoretical structure to a
notably informal field of marketing. In an interdisciplinary area such as marketing, Kotler
had a very important price of the puzzle. The research area in which Professor Kotler has
been particularly active included new product development, quantitative methods,
competitive marketing strategy, promotional marketing planning and marketing strategy are
examined very elaborately in a series. The overall process of strategic planning is discussed.
Explain how a large corporation undertake the business planning job at the corporation level.

PART – 2
HOSPITALITY INDUSTRY

The Indian tourism and hospitality industry has emerged as one of the key drivers of growth
among the services sector in India. Tourism in India has significant potential considering the
rich cultural and historical heritage, variety in ecology, terrains and places of natural beauty
spread across the country. Tourism is also a potentially large employment generator besides
being a significant source of foreign exchange for the country. During January-October 2018
FEEs from tourism increased 8.30 per cent year-on-year to US$ 23.54 billion.

Market Size

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India is the most digitally-advanced traveller nation in terms of digital tools being used for
planning, booking and experiencing a journey, India’s rising middle class and increasing
disposable incomes has continued to support the growth of domestic and outbound tourism.

Foreign Tourist Arrivals (FTAs) increased to 8.36 million in January-October 2018,

achieving a growth rate of 6.20 per cent year-on-year.

The travel & tourism sector in India accounted for 8 per cent of the total employment
opportunities generated in the country in 2017, providing employment to around 41.6 million
people during the same year. The number is expected to rise by 2 per cent annum to 52.3
million jobs by 2028.

International hotel chains are increasing their presence in the country, as it will account for
around 47 per cent share in the Tourism & Hospitality sector of India by 2020 & 50 per cent
by 2022

Investments

During the period April 2000-June 2018, the hotel and tourism sector attracted around US$
11.39 billion of FDI, according to the data released by Department of Industrial Policy and
Promotion (DIPP).

Government Initiatives

The Indian government has realised the country’s potential in the tourism industry and has
taken several steps to make India a global tourism hub.

Some of the major initiatives planned by the Government of India to give a boost to the
tourism and hospitality sector of India are as follows:

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  Statue of Sardar Vallabhbhai Patel, also known as ‘State of Unity’, was inaugurated in
October 2018. It is the highest standing statue in the world at a height of 182 metre. It
is expected to boost the tourism sector in the country and put India on the world
tourism map.
 The Government of India is working to achieve 1 per cent share in world's
international tourist arrivals by 2020 and 2 per cent share by 2025.
 Under Budget 2018-19, the government has allotted Rs 1,250 crore (US$ 183.89
million) for Integrated development of tourist circuits under Swadesh Darshan and
Pilgrimage Rejuvenation and Spiritual Augmentation Drive (PRASAD).

Achievements

Following are the achievements of the government during 2017-18:

 During 2018-19, a total of seven projects worth Rs 384.67 crore (US$ 54.81 million)
were sanctioned under the Swadesh Darshan scheme.
 As of July 2018, 14 states had deployed tourist police. In November 2018, Nagaland
also deployed a separate tourist police in the state.

Road Ahead

India’s travel and tourism industry has huge growth potential. The tourism industry is also
looking forward to the expansion of E-visa scheme which is expected to double the tourist
inflow to India. India's travel and tourism industry has the potential to expand by 2.5 per cent
on the back of higher budgetary allocation and low cost healthcare facility, according to a
joint study conducted by Assocham and Yes Bank.

The hospitality industry is a broad category of fields within the service industry that includes
lodging, food and drink service, event planning, theme parks, transportation, cruise line,
traveling and additional fields within the tourism industry.[1]

The hospitality industry is an industry that depends on the availability of leisure time and
disposable income. A hospitality unit such as a restaurant, hotel, or an amusement park
consists of multiple groups such as facility maintenance and direct operations (servers,

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housekeepers, porters, kitchen workers, bartenders, management, marketing, and human
resources etc.).

Before structuring as an industry, the historical roots of hospitality was in the western world
in the form of social assistance mainly for Christian pilgrims directed to Rome. For such a
reason, the eldest public hospital in Europe was the Ospedale di Santo Spirito in Sassia
founded in Rome in the VIII century A.D.[2] on the model of the oriental world.

Importance of HR Policies in hospitality

industry

In order to gain competitive power for the hotel, human resource management is an
elementary issue. Human resource management can be regarded as the foundation for the
hotel to acquire competitive advantage.

Honoring the employees through effective communication, training programs for the
employees and benefit programs is what effective hospitality management is all about.

Human resource management and effective hospitality management is the corner stone of
successful business in hospitality industry.

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The Human Resources Management (HRM) function includes a variety of activities, and key
among them is deciding what staffing needs you have and whether to use independent
contractors or hire employees to fill these needs, recruiting and training the best employees,
ensuring they are high performers, dealing with performance issues, and ensuring your
personnel and management practices conform to various regulations. Activities also include
managing your approach to employee benefits and compensation, employee records and
personnel policies.

In today’s quality-driven, empowered, hospitality workplace, practices that encourage greater

employee performance must become integrated into the way a hotel, restaurant, resort, or any
other form of hospitality service organization does business. Getting it right the first time
(one of the sacred tenets of total quality management) can only be achieved in the hospitality
industry through a motivated, empowered, and trained team. At times guest problems are not
foreseen; therefore, employees have to feel empowered to correct a problem on the spot. In a
service business, you can’t have a rigid set of rules. It is possible to have guidelines, but
people must be allowed the freedom to make different interpretations. A mature, well-trained
hospitality team is capable of making better quality decisions than a single individual. The
use of a team approach improves the overall quality of decision making, and the level of
commitment to the team becomes much higher.

When team members share the process of problem solving and decision making, they are
more likely to become owners of the organization’s plans, and to do everything possible to
transform the plans into reality. Collective wisdom is virtually always superior to individual
wisdom.

what are the staffing issues for hotels ?

i m writing u the case study which is have it. please give me a solution about staffing issues.

The Courthouse Hotel is a large, privately owned establishment located in the centre of a
large city. Once the major hotel in the city, it has in recent years struggled to maintain profit
margins in the face of competition from three new hotels operated by well-known national
and international chains. The Courthouse maintains a three-star standard of service,
competing primarily on the basis of cost. Its prices are therefore kept considerably lower than
those charged in the newer hotels, while the range and quality of food and accommodation

39
are also of a lower standard. The hotel has 150 bedrooms, a bar, a carvery style restaurant,
and a function room which is used for private dinners and business meetings. There are no
large-scale banqueting facilities, no porters and no room service.

While there are one or two part-time members of staff, 95% are employed on full-time
permanent contracts. With the exception of a few senior managers, administrators and night
workers, the staff work either early or late shifts (ie 6.30-3.30 or 3.00-11.00). Because the
vast majority of the hotel’s guests are business people staying on week-nights, staff are
required to work only one weekend in every four.

Three months ago a well-known businessman purchased the hotel with a number of interests
in the city. He has decided to change the business strategy by moving the hotel up-market to a
four star standard and offering a wider range of services. A major refurbishment is planned,
together with the opening of a new banqueting suite, an à la carte restaurant, a leisure club, a
full portering service and extensive lounge / room service operation. In staffing terms there is
a need to improve the interpersonal skills of staff and to raise general standards of customer
service by a substantial margin.

The rationale for these developments is the impending opening of a new convention center a
short walk away from the hotel. From January next year it is expected that the volume of
trade will increase by 60 per cent, provided the Courthouse can raise its standards to those
expected of a wealthier and more international clientele. The problem, from a people
management perspective, is the likely erratic nature of business patterns once the convention
centre opens. Periods of several weeks will go by with relatively little occurring in the centre,
punctuated by shorter periods of frenetic activity when major conferences, exhibitions,
concerts and sporting events take place.

A more specific opportunity presents itself next summer, when as part of a bid to publicise
the city’s new convention centre, the government has announced that it will be hosting a
major intergovernmental conference in the city. For the duration of this event each hotel will
house a particular delegation, with the Courthouse being allocated to the Germans. This
means that the entire hotel will be taken over by the German Chancellor, other senior German
politicians, advisers, civil servants and 75 accredited journalists for a week next summer.

40
During that period there will be a heavy security operation in the hotel. It will also have to
host several press conferences and a series of breakfast meetings at which the Chancellor will
meet other world leaders. In addition, it will have to maintain a far higher standard of cuisine
and service than it is accustomed to providing. If successful, a large amount of positive
publicity can be guaranteed. If, on the other hand, the hotel conspicuously fails to provide the
standard of service expected by a Government delegation, the ensuing negative publicity way
will undermine the whole refurbishment strategy planned by the new owner.

One of the most important departments of any hotel staff is human resources management.
Proper human resources management can be the difference between a really well run hotel
and a poorly one hotel. The human resources manager can control almost the whole feeling
and presence of the entire hotel. This makes the importance of human resources management
for hotels very evident.

There are several different areas in which human resources management is very important.
One of these areas is for newly hired employees. The employees that are hired in a hotel can
really alter the quality of service and the whole atmosphere of the hotel. This means that it is
very important to pick upbeat, dedicated workers for each position. It is the job of the human
resources manager to make sure that good people are chosen to work in the hotel. In many
cases many hotel workers are only participating in hotel work because they can find nothing
else to do. Not very many people have a dream of running or serving in a hotel environment.
However, there are some people who do want to work in that capacity, and it is the job of the
human resources manager to find those people.

Retention of employees is another large problem in the hotel service business. Since so many
of the employees do not have hotel work as their ending career goals, many of them only
work in a hotel for a short amount of time. Other employees may have to be let go because of
poor work ethics or other issues. However, there are ways that a hotel human resources
manager can curb some of the desire and likelihood that employees will move to other jobs
quickly. The importance of human resources management for hotels is very large in this area.
Managers can provide good training and incentive programs that will cause employees to stay
longer at the hotel. Having a clear progression plan to advance to higher levels of service will
also cause employees to stick around much longer.

41
The issue of employee progression and promotion is also another large issue for the hotel
industry. The importance of human resources management for hotels is proven in this area.
Hotels which provide ways for employees to advance in position, or that provide training for
employees so that they can gain skills necessary for an advanced position are very important
to the retention rate of employees. It is easy to implement services of this nature and the
expense is negligible compared to the expense and time necessary to constantly find new
employees to replace the ones that always leave shortly after being hired. One of the easiest
things to implement is English lessons. Many hotel employees do not speak English very
well, and so it is a great incentive for them to stay working at a hotel if they are offered
English lessons.

The importance of human resources management for hotels is also important in the area of
employee services. If the employees know they can come to the human resources manager
whenever they have a problem or issue then it is easier for them to work in good conscience.
Many human resources departments implement different games and activities to make the
work environment more interesting and fun for employees. There are many different services
that a human resources manager can think of to help employee morale. Maybe the hotel could
implement a babysitting service, or have a park day every year. These little services go a long
way towards making happy employees. Happy employees make happy companies and happy
customers.

As you can see, the importance of human resources management for hotels is very great.
There are thousands of ways that a human resources manager can make a hotel run more
smoothly and more efficiently. There are many different areas that can benefit from the
experience and guidance of a human resources manager. Therefore it is very important to not
undermine the manager’s importance. Without the human resources manager a hotel is not
the same or as pleasing to customers and employees.

A STUDY ON EMPLOYEE MOTIVATION

The project work entitled a STUDY ON EMPLOYEE MOTIVATION with special reference
to Hyderabad Industries Ltd; Thrissur is mainly conducted to identify the factors which will
motivate the employees and the organizational functions in Hyderabad Industries Ltd,

42
Thrissur. Management’s basic job is the effective utilization of human resources for
achievements of organizational objectives. The personnel management is concerned with
organizing human resources in such a way to get maximum output to the enterprise and to
develop the talent of people at work to the fullest satisfaction. Motivation implies that one
person, in organization context a manager, includes another, say an employee, to engage in
action by ensuring that a channel to satisfy those needs and aspirations becomes available to
the person. In addition to this, the strong needs in a direction that is satisfying to the latent
needs in employees and harness them in a manner that would be functional for the
organization. Employee motivation is one of the major issues faced by every organization. It
is the major task of every manager to motivate his subordinates or to create the ‘will to work’
among the subordinates. It should also be remembered that a worker may be immensely
capable of doing some work; nothing can be achieved if he is not willing to work. A manager
has to make appropriate use of motivation to enthuse the employees to follow them. Hence
this studies also focusing on the employee motivation among the employees of Hyderabad
Industries Ltd. The data needed for the study has been collected from the employees through
questionnaires and through direct interviews. Analysis and interpretation has been done by
using the statistical tools and data’s are presented through tables and charts.

2. What is a Motivation?

Robbins and Judge (2007) explain that motivation is “the process that account for an
individual’s intensity, direction and persistence of effort toward attaining a goal” (Robbins
and Judge, 2007 p.186). However, this process has to be worked between the managers or
supervisor of the business and its employees as the manager or supervisor is in charge of
studying methods of encouraging employees to work hard and efficiently on a constant basis
(Cited on: Guerrier, 1999 p. 100). In addition, many motivation theories were developed
during the 1950s; such as Maslow’s Hierarchy of Needs, Theories X and Y and the two factor
theory   but those would not be examined here as their validity has been questionable (Cited
on: Robbins and Judge, 2007 p.186). On the other hand, the Expectancy theory will be
carefully studied in order to understand why managers should focus more on providing to its

43
employees reasons for putting effort into their work and therefore generate good work
performance that could lead to rewards that are…

Employee motivation in the workplace

The job of a manager in the workplace is to get things done through employees. To do this
the manager should be able to motivate employees. But that’s easier said than done!
Motivation practice and theory are difficult subjects, touching on several disciplines.

In spite of enormous research, basic as well as applied, the subject of motivation is not clearly
understood and more often than not poorly practiced. To understand motivation one must
understand human nature itself. And there lies the problem!

Human nature can be very simple, yet very complex too. An understanding and appreciation
of this is a prerequisite to effective employee motivation in the workplace and therefore
effective management and leadership.

Uses of HR Policies in hospitality

industry

Hospitality is a dynamic industry, one of the largest in the world, and it continues to grow as
more and more people have money and are willing (and able) to enjoy travels, leisure and
dining pursuits.
However, as a result of this continual growth, HR departments in hospitality struggle with a
large number of issues, ranging from finding enough qualified candidates to fill the roles to
retaining high-performing employees.

44
 Employee turnover in hospitality currently stands at a little over 70% annually, which is
exceptionally high, considering experts agree the average is between 10-15% in other
industries.
Causes of employee turnover in hospitality include (but are not limited to):
 •  Unrealistic job expectations
 •  Low wages
 •  Demanding work
 •  Irregular hours
 •  Repetitive tasks
 •  Lack of job security
 •  Poor managers
 •  Lack of routine
 •  Toxic work environment
 •  Limited growth opportunities
While recruiters can use specific hospitality recruitment strategies to mitigate against these
causes and attract and select the right talent – people who can do the job well and who would
fit in with the company culture – the role of the HR department is more than just hiring.
HR in the hospitality industry has to continue supporting employees throughout their
employment, ensuring employee satisfaction, growth opportunities and career development
training where appropriate, ironing out payroll issues and implementing benefits schemes
where possible.
So, with these tasks in mind, how can you improve on your existing functions, and boost HR
in the hospitality industry? We have 11 tips to help you.
1. Create an inclusive workplace
2. Use metrics / track performance
3. Build incentive programs
4. Cultivate your talent
5. Communicate clearly
6. Make your payroll system efficient
7. Turn employees into brand ambassadors
8. Automate the recruitment process
9. Keep the momentum going past recruitment
10. Have a memorandum of understanding (MOU)

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 11. Create internal hiring pools

1. Create an inclusive workplace

HR in hospitality, together with senior management (and maybe even the law department),
should work together to create a workplace where every employee feels welcome and valued.
Inclusion doesn’t happen simply because you have a diverse workforce, you have to make it
happen. And when you have an inclusive workplace, your company becomes more adaptable,
creative, innovative and better able to attract top talent, because your employees want to work
in the culture you promote.
 •  Lead by example and connect with every employee.
 •  Encourage interaction outside staff silos.
 •  Hold brainstorming ideas or get-togethers with unusual combinations of staff
members.
 •  Create employee resource groups such as working parents or LGBTQ, and
encourage HR to support them.

2. Use metrics / track performance

Know how your employees are doing, e.g. by using people or workforce analytics. You will
be able to spot and address problems efficiently and in a timely manner.
To that end, implement a data-driven approach to improving HR in hospitality. Establish
KPIs specific to your business, such as:
 •  Absence rate
 •  Benefit satisfaction
 •  Employee satisfaction
 •  Employee productivity

46
 •  Internal promotion rate
 •  Net promoter score of HR (by employees) – i.e. would your current employees refer
you, as an employer, to their friends?
 •  Employee turnover rate
 •  Training effectiveness
By monitoring the data you collect, you will be able to spot trends as they happen and
uncover churn points where repeated employees are leaving, and put into place strategies to
remedy any of these problem areas.

3. Build incentive programs

Pay in the hospitality industry isn’t always great, and sometimes there is not much you can do
about the wage itself. What you can do, in your HR in hospitality role, is think about how you
can show appreciation to your employees.
Studies repeatedly show that millennials and  typically look for more than just remuneration
in their employment – they want to work for a company that offers them perks and
incentives.
An incentive program for employees, when applied correctly, benefits so much more than
just the employees themselves. In the hospitality industry, reward programs for guests and
customers are rife, so if you want happier customers, consider creating happier employees,
because happier employees result in:
 •  Happier guests and potentially repeat business, as well as giving your business a
positive referral
 •  Improved employee productivity
 •  Financial benefits for the company’s bottom line
Incentive programs for employees could include:
 •  Career development training
 •  Mentoring programs for career and personal development
 •  Offering flexible schedules
 •  Employee recognition schemes – rewarding top-performing employees
 •  Retirement planning and pension benefits

47
 •  Health and wellness packages including health and dental insurance, or gym
membership or discounts
 •  Free start-up kits including comfortable, slip-resistant shoes and a set of work
clothing
 •  Establishing bonuses tied to customer satisfaction or reward employees who meet
their goals
 •  Creating incentives unique to each employee (where possible) – such as money or
gift cards, extra time off to short vacations

4. Cultivate your talent

Training and development are undoubtedly a must-have incentive. You can significantly
improve your HR in hospitality by creating a personal and professional development strategy
for your employees. By investing in your employees’ future careers, you will demonstrate
that you are counting on them to step up to the mark, in the not-so-distant future.
Belief in employees and support in their career development can go a long way to
encouraging employee retention.
However, cultivating talent doesn’t always mean sending employees on professional
development courses.
It can be as simple and cost-effective as creating and building a workplace culture that
revolves around respect and growth, where employees feel safe speaking up and are valued.
You could set aside quiet times of the year where employees shadow or work in a different
department for a week, to better understand how the organization runs, and to gain an
alternative perspective of the company, including how other positions and departments
function.
Also, you can implement one on one weekly or monthly sit-downs with managers, to talk
through any issues or queries or new ideas that the employee (or you) have.

5. Communicate clearly

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 Too often employers assume their employees are mind readers and automatically understand
the strategic direction you are taking as a company, but they aren’t.
Make sure you let your employees know what’s going on within the company, both during
the good times and the bad. Treat your employees like grown-ups and you’ll receive their
respect in return, and don’t forget to ask for their feedback on working there.
By doing this regularly, you will quash rumours before they begin, reduce time-wasting
misunderstandings (from strategic company directions to tactical employee shift plans), better
enable employees to carry out their roles effectively (because they will know what is
expected of them), and have a better sense of your business’s identity including its values and
goals.
Improve your HR in hospitality by communicating clearly, regularly, and do take into
consideration what you find out. Solutions to improve communication within the company
could include:
 •  Including training on company best practices in the onboarding process, as well as
explaining the company’s values and mission right at the start.
 •  Training managers on great ways to communicate with employees.
 •  Create a company culture that encourages open dialogue – demonstrate this from
the top down through regular team meetings, newsletters or open letters or emails that keep
employees abreast of happenings. Encourage questions and feedback and new ideas.
 •  Provide a platform for knowledge/best practice sharing – a Facebook page or an
internal social platform, for example.
 •  Plan company events – create opportunities for employees to interact outside of the
regular working day, such as happy hour after work or a team day out.

6. Make your payroll system efficient

The quickest way to improve your HR in hospitality is to have an effective payroll system.
No one wants to wait to get paid, or get paid the correct amount, nor should they have to. So
get together with your financial department and build a reliable payroll system.

49
 When employees are paid the right amounts and on time, despite working irregular hours and
shifts, they will be less frustrated and more focussed on doing a great job.
Make your payroll more efficient by:
 •  Adopt a self-service model – relieve HR staff of responsibility for keeping
employee records up to date. Instead, empower employees to take responsibility for their own
personal information.
 •  Keep your reimbursement policies simple.
 •  Switch to electronic pay statements. It will streamline your delivery of pay
statements and help the planet.

7. Turn employees into brand ambassadors

You can improve your HR in hospitality by hiring employees who believe in the company
mission because when they see that their own values align with the company’s, they tend to
do a great job.
This is especially important in customer-facing roles, which are very frequent in the
hospitality industry. Your employees are the front line of your hospitality business, you only
want the best representing you.
One of the best ways to retain staff and improve your HR in hospitality is by employing
people who have come to you via employee referral. So tap into your existing employees,
because if they support what you do, they are likely to sing your praises to their friends (your
potential future employees).
Employee referrals don’t tend to oversell the job, nor set up unrealistic expectations.

8. Automate the recruitment process

HR in hospitality can be let down by a manual, and therefore lengthy and inefficient
recruitment process. This is both costly and time-consuming, leading potential employees to
question your professionalism.

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Automating the recruitment process will help you hire more efficiently, and you will reduce
stress on both sides, speed up the process and ensure a smooth recruiting procedure.
For instance, look into automating interview scheduling and emailing or set up pre-
employment assessments to collect the right information from your applicants.

9. Keep the momentum going past recruitment

Once recruited, improve your HR in hospitality by ensuring you have a strong onboarding
process in place, to start new recruits’ experience with you off on the right foot.
Even if you’ve given new employees a realistic job preview during the recruitment process,
don’t throw them straight in at the deep end. Allow new staff to shadow employees with
similar roles during their training, to see what is expected of them.

10. Have a memorandum of understanding (MOU)

Creating an agreement between you and your employees will boost your HR in hospitality –
outline what you expect of employees and what they can expect in return. If there are implied
obligations in the nature of your work, don’t assume all employees will be aware of them;
instead, define them and include them in the MOU.
I.e. if you expect the employee to put the customer first and work overtime when required, in
return for this service, employees can expect compensation on top of their wages, career
progression and privacy when they aren’t on duty.
Also include agendas such as employee rights, privileges, expected behavior, and routine
duties.

11. Create internal hiring pools

One way to ensure you boost your HR in hospitality and employ the best staff, is instead of
spending money on hiring talent with a specific skill set from outside the company, consider
investing in the staff you currently have and create your own internal hiring pools.

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Put your money where your mouth is and demonstrate your investment in your employees, by
equipping them with the exact skills they will need to assume leadership roles in the future.

To conclude
HR in hospitality is as specific as the industry itself. Battling employee turnover maybe its
bread and butter, but there is so much more your HR department should be getting on with.
You as an HR specialist in the hospitality industry know that becoming a desirable brand for
employees and retaining talent, is key to your hospitality business’ success. And that’s why
you should always look for ways to bring your HR in hospitality to the next level.

PART - 3

SERVICE INDUSTRY

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FOUR STAR HOTEL OF ALLAHABAD
Kanha Shyam Hotel

Hotel Kanha Shyam, a four star hotel, is located in the heart of the city of Allahabad in the
most prestigious Civil Lines area. It offers banquet facilities for 500 persons at one time.
Gracious hospitality is extended here along with sumptuous cuisine. Every effort is made to
ensure the customer satisfaction regarding hospitality. This research has been undertaken in
this hotel for seven weeks to make an in depth and comprehensive study on “HR Policies &
function in Hotel Kanha Shyam (Allahabad)” The mere entry in the hotel lobby on the
gleaming marble and granite lobby fills the heart of the guest with excitement. A sense of
being in a sophisticated and elegant world apart the bustle of the city pervades Hotel Kanha
Shyam. The huge lobby resplendent with imported Italian & Nepalese marble is provided
with comfortable sofas and armchairs. Every effort is made at the hotel to make the stay as
pleasant as possible. In fact, the comfort of beautifully carved ceilings of the lobby, the
crystal, silver and bone china all enhance the atmosphere of sumptuous refinement. Other
hotel facilities include a beautiful and well maintained swimming pool, a health club and a
travel desk for your convenience. Above all, there is unsurpassed service beginning from the
moment guests are greeted at the hotel. Extraordinary service is perhaps the greatest luxury at
Hotel Kanha Shyam. The hotel also provides a comprehensive Conference services for
business conferences and meetings. A great care is taken to ensure all the convenience and
state of the art facilities to make the conferences organized in the hotel a grand success. The
Conference Hall has a capacity of 450 persons and is fully equipped with conference facilities
like communication assistance, telex, and fax facilities. The painstaking attention to detail so
evident in the Banquet Hall’s decor is matched by the hotel’s unsurpassed commitment to
service. Hotel restaurants contain three sections “Court View; Baradari and Patio”

HOTEL HISTORY:

53
On 20/07/1997 Hotel Kanha Shyam was inaugurated by the Governor of U.P “Mr. Romesh
Bhandari”.
On 20/07/1997 Hotel becomes operational.

Hotel Name- Hotel Kanha Shyam

The Hotel Promoter- “MIs SBW UDYOG LIMITED.”

Building Area- Height 42 meter; Size 40*23 meter.

Plot area- 5229 squad yard.

Address- 22/1 strachey Road Civil Lines Alid. , 2560123/1 32.

Hotel Category- 4* Star.

No. of Floors- G+8+Basememt.

Lifts- 2 for Guest & 2 for Staff.

No. of Rooms- 70 Deluxe rooms; 13 Chamber’s room; 2 Suit rooms.

Restaurants- Patio; Baradari; Court View.

Banquet Hall- I Royal Room (Senator 1 & Senator 2).

Set Up- Centrally Air Conditioned set up all public area.

Swimming pool- 1 pool.

Health club- 1 health club.

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CORPORATE GOVERANCE:
Current members of the Board of Directors of Hotel Kanha Shyam are:

Shri Shyama Charan Gupta (Chairman-cum-managing Director)

Mrs. Jamnotri Gupta (Director Administration)

Shri Vidup Agrahari (Director)

Shri Vibhav Agrahari (Director)

Mrs. Neelima Gupta (Director)

Mrs. Deepika Agrahari (Director)

Shri Rajeev Shandilya (GM)

Shri Gyan Prakash (Personnel Manager)

Shri Khalid Siddiqui (Manager Accounts/Control)

Home:

A sense of being in a sophisticated and elegant world apart pervades Hotel Kanha Shyam.
Entering the gleaming marble and granite lobby from the excitement and the bustle of the
city, guests are greeted in a world of luxury.

The huge lobby resplendent with imported Italian & Nepalese marble is scattered with
comfortable sofas and armchairs. Every effort is made at the hotel to make your stay as
pleasant as possible. In fact, the comfort of beautifully & appointed carved ceilings of the
lobby, the crystal, silver and bone china all enhance the atmosphere of sumptuous refinement.

55
 ACCOMODATION
All rooms equipped with international and domestics direct-dial telephone, entire hotel Wi-Fi
connected, Television, four channel music system, in house video, live satellite news and
entertainment transmission, hair dryer (on request), mini bar, tea / coffee makers.

Deluxe Room

      
Comfort and elegance define Deluxe Rooms, which are decorated with modern Asian touches
and wood accents.

   Room Features

 Each Deluxe Room offers tastefully modern furnishings

 LCD TV with satellite Channel
 Wifi Internet access (chargeable)
 An executive writing desk
 Mini-bar
 Mni Fridge
 The spacious, airy bathroom offer special bath products.
 

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 Kanha Club

     
\

Our club rooms are designed in a delightful blue to make your stay refrddeshing. The use of
rich wallpaper and art on the walls create the ambianceof comfort and luxury.

   Room Features

 Rooms feature a large satellite-equipped television

 Wifi Internet access (chargeable)
 An executive writing desk
 Mini Bar
 Mini Fridge
 The spacious, airy bathroom offer special bath products.

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 Royal Club

Our newly renovoted Royal club rooms are stylishly designed to make your stay more
refreshing. The room is specially designed keeping in mind the needs of today''s traveller.
The use of rich wallpaper and art on the walls create the ambiance of comfort and luxury.

  Room Features

 32 inch LCD TV with satellite channel

 Cubical Shower
 Adjustable Bedside Reading Lamps
 Direct Dial Telephone
 Wi-Fi Internet access (chargeable)
 An Ergonomic Executive Writing Desk
 Mini Fridge
 Mini Bar (chargeable)
 Stylish Wooden Floor
 DVD Player upon request (chargeable)
 Electronic Safe Lock
 Hair Dryer upon request
 Iron & Ironing Board upon reques
 

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Chambers

                  

The chamber room offers the luxury of space to our guests, and is designed in a an exciting
red and gold to make you feel pampered. All rooms equipped with international and
domestics direct-dial telephone, entire hotel Wi-Fi connected (chargeable), Television, four
channel music system, in house video, live satellite news and entertainment transmission, hair
dryer (on request), mini bar, tea / coffee makers.

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Suites

                 

One Bedroom Suit

The Akbar and Jawahar suites are luxurious and stately. Guests enjoy their own private
drawing rooms in addition to the beautiful bedrooms. All rooms equipped with international
and domestics direct-dial telephone, entire hotel Wi-Fi connected (chargeable), Television,
four channel music system, in house video, live satellite news and entertainment
transmission, hair dryer (on request), mini bar, tea / coffee makers.

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UNPARALLELED COMFORT & LUXURY
Hotel Kanha Shyam offers a truly International experience in luxury & hospitality.

PRAYAGRAJ – THE CITY OF SANGAM

From thousands of years, people have been drawn to the city of Allahabad – the ancient city
of Sangam a city having a confluence of three revered holy rivers – Ganga, Yamuna and
Saraswati. The city of the Kumbh and Magh Mela. It’s a city which has headquarters of
various government bodies are located also the High Court for the state of Uttar Pradesh.
Now, tourists and business travellers both can avail comfortable and luxurious Four Star hotel
stay, right in the heart of the city at the most reputed address of Prayagraj.

YOUR LUXURIOUS ABODE

Hotel Kanha Shyam is the perfect example of a place where the traditional old world charm
meets the modern world innovations in harmony and they together create magic which is a
sheer delight, for both the business traveller and the tourist.

ROOMS
Kanha Shyam offers a choice of well appointed and luxurious rooms which includes Deluxe
Rooms, Club Rooms, Chambers and Suites. Each room offers all the modern conveniences
and comforts.

61
THE PATIO
Right from an invigorating breakfast to a power lunch to a quiet dinner, everything that gets
served at ‘The Patio’ is delectable and the place always welcomes you with heartwarming
smiles and appetising fragrances. This multi-cuisine restaurant set up in a beautiful ambience
serves an ensemble of delicacies that take care of even the most intricate palates and sooth
every taste buds.

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JANNAT

True to its name Jannat is the most sought-after “All Indian Cuisine” speciality restaurant
among the locals in Allahabad. It serves it’s guests with the curated and crafted to near
perfection extensive menu which includes unimaginable varieties of kebabs, desserts and
other delicacies. Live performance of ghazal and traditional Indian music recreates the aura
of Royal Durbar. The experience is heavenly, mesmerising and leaves the soul at content.

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CELEBRITY BAR
Enter the Celebrity BAR and you will feel no less than being one. A colourful mix of moods,
Choicest range of imported and Indian wines, along with an enticing assorted serving of
cocktails, mocktails, and other heady beverages to suit the varied choice of the guests are
offered almost magically by skilled bartenders. Celebrity bar is an ideal place to celebrate, to
spend long evenings and to entertain your friends and family.

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HOST AN EVENT WITH KANHA SHYAM
Any event of any size, any style, any mood, say business meetings, conferences, weddings or
private parties. The banquet at Kanha Shyam would add to its grandeur and impact. The fully
equipped conference centre gives the feeling of traditional royalty and is equipped with
modern innovations including a large screen projector, Wi-Fi facility, weather management,
remote controlled lights. A wedding at Kanha Shyam Hotel is an unforgettable moment,
ensuring beautiful themes, designs and novel concepts for each ceremony, the choice between
indoor and outdoor banqueting arrangements, luxurious accommodation for your guests and
an expert catering team that thrives on making every event elegant, lively and an experience
of a lifetime.

65
 CHAPTER – 5

ANALYSIS OF THE
DATA COLLECTED

66
 DATA ANALYSIS

Employees responses at Kanha Shyam Hotel given in number as well as in percentage with
pai chart have been represented here under

SNo. Items Responses of employee in percentage

Excellent Good Average Poor
1. Hr Policies 57 43 0 0

2. Training Facilities 43 57 0 0

3. Leave rules 29 57 14 0

4. Environment factors 24 62 14 0

5. Compensation benefits 14 57 29 0

6. Bonus 0 57 43 0

7. Hr Managers Relations 71 29 43 0

8. Working of HR department 57 43 0 0

9. Communication system 29 71 0 0

10. Transfer and Promotion 0 71 29 0

11. Career advancement 14 86 0 0

Job Through variety
challenge provided
12. 43 57 0 0
opportunity for learning and
growth
Safety condition in work
13. 29 71 0 0
Place
14. Lunch and dinner facilities 57 43 0 0

67
S No Items Responses of employee
in percentage

1. Yes No

2. You satisfied with your job 86% 14%

3. You are satisfied with the Policies of H.R. 86% 14%

4. You would like to continue in this Hotel 100% 0%

5. You are doing your work as per your ability 71% 29%

6. You satisfied with the Payment timely 100% 0%

7. Understood each-others Problems 86% 14%

In the case of problems you are satisfied with

8. 100% 0%
the Counselling of H.R. Manager

9. You are feeling good at work places 100% 0%

HR Policies in the hotel Kanha Shyam

68
 HR Policies

5%
10%
Excellent
Good
Average
20% Poor

65%

Data interpretation

69
The above figure shows that the HR policies play an important role in the hospitality industry
which is excellent with 65% and is good with 20% and is average with 10%, while the
remaining is with 5% which shows that the hospitality conditions are in an excellent manner
as the performance given by the HR in the industry.

1.Training Facilities provided in the hotel.

Training

10%
Excellent
10% Good
Average
10% Poor

70%

70
 Data interpretation:

As per the above figure it is shows that the training facilities is excellent with 70%
provided in the industry by the HR and is good with 10% and is on an average with
the criteria of 10%, while remaining with the criteria of 10% in the industry.

2. Environmental factors existing in the hotel

Environmental factor

5%
15% Excellent
Good
Average
Poor
55%
25%

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Data interpretation:

From the above figure its been clear that the environmental factors existing in the hotel is
excellent with 55% and the condition are good with 25% and some conditions are on an
average with 15% and some of the environmental conditions is poor with 5% in the industry.

3.Compensation provided by the hotel according

to the work performed by the employees.

Compensation

9%
Excellent
Good
23% Average
Poor

68%

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Data interpretation:

From the above pie chart it’s clear that 75% employee feel that the compensation policy of
the hotel is excellent and is good with 25% and is on an average 10% while the remaining is
0% which means that people are satisfied with the compensation provided by the hotel.

4.Impact of the HR manager’s behaviour in

the hotel.

Behaviour

24% Excellent
Good
Average
52% Poor

24%

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Data interpretation:

From the above given data it’s clear that the performance of the manager’s behaviour is
excellent with 52% and is good with 24% and is average with 24% and the criteria of the
poor is 0% which shows that the behaviour of the manager’s is excellent in the hotel.

5.Chances of progress in the hotels.

chances of progress

25% Excellent
Good
Average
Poor
60%
15%

74
Data interpretation:

As it is shows in the chart that chances of the progress is excellent with 25% which is very
less according to the hotel and is good with 15% which is also not impressive or good and the
major portion is of average is of average with 60% which shows that the hotel has to improve
its progress conditions to retain its employees to work in the hotel.

6.Safety conditions in work place are.

safety in work place

5%
15% Excellent
Good
Average
Poor
55%
25%

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Data interpretation:

As shown in the above figure it’s clear that the safety in the work place is excellent with 55%
and is good with 25% and is average with the criteria of 15% while the remaining is with 5%
in the hotel.

CHAPTER – 6

CONCLUSION

76
 CONCLUSION

 As the analysis of the secondary data through the internet & personal observation
shows that the human resource policy and functioning of Hotel Kanha Shyam is
excellent and provided all services, satisfaction to its customer.

 The training facilities provided in the hotel is excellent whether it is on job training or
off job training because of these training programs conducted in the hotel increases
the work efficiency of the employees

77
 It was found that environmental factor played an important role in retaining the
employees. Just because of these employees feel comfortable and they provided
services to their customers.

 It was found that the compensation system of the Kanha Shyam was excellent due to
which the employees always feel motivated towards their work.

 The HR manager of Kanha Shyam play a vital role in making the decision, but it was
found that some of the employees were not satisfied with the behaviour of the HR
manager.

 On the basis of collected data, the growth of the employees is average, but they judge
by their performance and it takes too much time.

 The safety conditions the work place in Kanha Shyam.

CHAPTER – 7

78
RECOMMENDATIONS

RECOMMENDATIONS

 There should be modification and changes according to the rapidly changing of

economic and social circumstances of the society.
 The training program of Kanha Shyam is excellent and it should be continuing for
increasing work efficiency of employees.

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 The compensation system is also good of Kanha Shyam but it should be concerned
employees who are not satisfied with this compensation policy.
 Every room should be installed with additional fire alert features.
 The hotels should conduct events for employees working in the hotel to encourage
them to work efficiently.
 The behaviour of the HR should be good towards every employee to motivate them. If
the company makes new policy, then company wants to implement these policies and
orders the HR manager to disseminate related information about the policies to its
subordinate.

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 CHAPTER – 8

BIBLIOGRAPHY

BIBLIOGRAPHY

 Sherlekar. S.A- Himalaya Publishing house Bombay.

 Majumdar, Ramanuj Research test application and case studies “Wiley Easternal Ltd
(1st Edition).
 Beri, G.C Research – Text and cases “Tata Mc Growth – Hill publishing company Ltd
(1stEdition).

81
 Chisnall, P ‘The Essence of Human Resource Research’ PHI New Delhi.
 Parasuraman, A Man Power Research “Addision – Wesley publishing company.
 Luck David J. and Ronald S. Robin “Human resource Research” Prentice – Hall of
India Pvt. Ltd. (7th Edition)

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