CHAPTER-1 INTRODUCTION
INTRODUCTION 1
Human Resource (or personnel) management, in the sense of getting things done through people, is an essential part of every manager’s responsibility, but many organizations find it advantageous to establish a specialist division to provide an expert service dedicated to ensuring that the human resource function is performed efficiently. “People are our most valuable asset” is a cliché, which no member of any senior management team would disagree with. Yet, the reality for many organizations are that their people remain under valued, under trained and under utilized. The market place for talented, skilled people is competitive and expensive. Taking on new staff can be disruptive to existing employees. Also, it takes time to develop ‘cultural awareness’, product / process / organization knowledge and experience for new staff members.
FUNCTIONS OF HUMAN RESOURCE MANAGEMENT Following are the various functions of Human Resource Management that are essential for the effective functioning of the organization: 1. Recruitment 2. Selection 3. Induction 4. Performance Appraisal 5. Training & Development
Recruitment
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Human Resource (or personnel) management, in the sense of getting things done through people, is an essential part of every manager’s responsibility, but many organizations find it advantageous to establish a specialist division to provide an expert service dedicated to ensuring that the human resource function is performed efficiently. “People are our most valuable asset” is a cliché, which no member of any senior management team would disagree with. Yet, the reality for many organizations are that their people remain under valued, under trained and under utilized. The market place for talented, skilled people is competitive and expensive. Taking on new staff can be disruptive to existing employees. Also, it takes time to develop ‘cultural awareness’, product / process / organization knowledge and experience for new staff members.
FUNCTIONS OF HUMAN RESOURCE MANAGEMENT Following are the various functions of Human Resource Management that are essential for the effective functioning of the organization: 1. Recruitment 2. Selection 3. Induction 4. Performance Appraisal 5. Training & Development
Recruitment
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The process of recruitment begins after manpower requirements are determined in terms of quality through job analysis and quantity through forecasting and planning. Selection
The selection is the process of ascertaining whether or not candidates possess the requisite qualifications, training and experience required. Induction
a) Induct Induction ion is the techniq technique ue by which which a new employ employee ee is rehabili rehabilitat tated ed into the changed changed surroundings and introduced to the practices, policies p olicies and purposes of the organization.
Performance Appraisal
Performance Appraisal is the systematic evaluation of the performance of employees and to understand the abilities of a person for further growth and development. Performance appraisal is generally done in systematic ways which are as follows: 1. The supervisor supervisorss measure measure the pay of employe employees es and compare compare it with with targets targets and plans. plans. 2. The supervisor supervisor analyse analysess the factors factors behind behind work perfor performances mances of of employees. employees. 3. The employers employers are are in position position to guide guide the employee employeess for a better better performanc performance. e.
Training And Development
is a subsystem of an organization. It ensures that randomness is reduced and learning or behavioral change takes place in structured format. The principal objective of training and development division is to make sure the availability of a skilled and willing workforce to an organization. organization.
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“LUXURY WARMTH AND COMFORT” is what they provide. The Company is managed managed by 3 JOINT OWNERS namely namely Mr. Chaddha, Mr. Gill Gill and Mr. Bhatia
They in HOTEL AFRICA AFRICA AVENUE AVENUE have one of the most experienced experienced and sincere sincere team of best talent hospitality professionals and combined have a vast experience in the various fields of the Travel & Tourism Industry. They believe in "Service with a Smile". They use the best syst system em for for opera operati tions ons whic which h adds adds "Val "Valued ued effi effici cien ency" cy" to thei theirr team team work work thus thus maki making ng hospitality not a business affair but a "Commitment".
HOTEL AFRICA AVENUE has 3 branches In Delhi’s posh areas namely:
GREATER KAILASH
SAFDARJUNG ENCLAVE
KAPASHERA
I worked as a HR trainee in the hotel nd my job was quite minimal and it was mainly concerned with conductiong induction of new staff, inputing into the monthly payroll and so on.
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So to start with I would go for the Details of G.K. Branch:-
Hotel
Africa Avenue G.K.
Enjoy contemporary style and luxury at The Hotel Africa Avenue Greater Kailash, New Delhi. With so many star hotel amenities and services this hotel is a symbol of tranquillity and comfort. The hotel boasts guest rooms and suites and a multi cuisine restaurant . Room facilities include air-conditioning, wireless broadband, LCD television, DVD player and mini bar. The hotel is situated in posh area of Greater Kailash near to famous M-block market and also also near to Lotus Temple and Qutub Minar. The Nehru Place which is commercial area and the famous malls of Delhi for shopping (saket malls) are just 2km away . The nearest metro station (Kailash Colony) is 2 kms and airport is 14 kms. The multi-cuisine restaurant at the hotel is known for its a la carte menu and buffet breakfast. Other hotel amenities available are a concierge service, Conference and banquet for 250 guest, gymnasium ,24hrs front desk, car parking, laundry etc.
Why Hotel Africa Avenue ?
Africa Avenue holds a significant place amongst the most chosen Hotels, by domestic as well as international tourists and business travelers. Since we are backed by very enthusiastic professions, there is always a zeal for perfection in every aspect of service provided. Hence our guest can count on us when it comes to facilities like these
Cleanliness in our priority, that ensures a harmonious and impressive stay.
Providing a tranquil is an indispensable part of our hospitality.
Elite class décor and hues chosen for rooms, gives you a feeling of excitement and happiness. Elegance in choosing furniture gives you a total luxurious experience. Soothing and soft bedding and round the clock room service, makes you feel like home or even more comfortable than home!
The Second Branch which I would like to mention and give the details about is of Safdarjung Enclave
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Hotel
Africa Avenue SAFDARJUNG ENCLAVE
An impressive structure with majestic ambiance, Hotel Africa Avenue welcomes all the business travelers as well as tourists to the lavishness of timeless luxury hotel. Hotel Africa Avenue is a symbol of elegance and tranquility which offers vigilantly decorated and spacious guest rooms, an assortment of scrumptious cuisine, a high level of personalized services, considering requirements and comfort of our privileged guests. With the facility of modern conveniences and amenities like WI - FI Complimentary, we at Africa Avenue brings to you exquisite integration of comfort, luxury and efficient services with superb value as well. Passion for hospitality that is innate to every employee in our hotel leads us to strive for excellence even in minor details, and therefore high quality service is an evident result.
ACCESSIBILITY
This extraordinary hotel holds its location in the heart of the bustling city -New Delhi with just 15 minutes drive from the Delhi Airport. 20 minutes drive from the New Delhi Railway station.
LOCATION
We are located conveniently close to the main commercial areas, shopping arcades and historical sites of Delhi. Africa Avenue is located in the vicinity of Bhikaji Cama Place and areas like Connaught place, Nehru Place, Rajendra Place are quite near to its location. Embassies of most of the countries are located in close proximity.
Last but not the least I would like to mention its 3rd Branch which is located in BIJWASAN , KAPASHERA .
Hotel Africa Avenue
KAPASHERA
Defining elegance, charm, warmth, and hospitality in every aspect of its services, Hotel Africa Avenue Airport Situated near Delhi Airport delights its guests with exquisite comfort and 6
luxury. With handsomely appointed rooms and all the modern amenities, this budget hotel in Delhi, located near the Airport invites you to have a wonderful stay. The only adjective that suits the hotel's unmatched excellence in hospitality is, 'recherche'- elegant and refined. The fact that the hotel is just 10 minutes drive from the Airport and 25 minutes drive from the New Delhi Railway Station, makes it the ultimate destination for one and all.
ACCESSIBILITY
This extraordinary hotel holds its location in the heart of the bustling city -New Delhi with just 10 minutes drive from the Delhi Airport. 25 minutes drive from the New Delhi Railway station.
Their Affiliations:
Approved by Government of India
A Unit Of ALLIANCE HOSPITALITY MEMBERS(120)
Allied member of Indian Association of Tour Operators (IATO)
Allied member of Travel Agent Association of India (TAAI)
Hotel And Restaurant Association of Northern India (HRANI)
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OBJECTIVES
Understanding the concepts used in human resourcing.
To understand the fundamental management concepts, various aspects of functioning and operational management of the various departments.
To understand the attitude towards the services provided by the Hotel Industry.
To have an overview of Management And Financial System practiced at the Hotel Africa Avenue
To analyze and study the current positioning of The Hotel Africa Avenue in the current market and its future aspects.
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RESEARCH AND METHODOLOGY
Research methodology is a way to systematically solve the research problem. It may be understood as a science of studying how research is done scientifically. In it they study the various steps that are generally adopted by a researcher in studying his research problem along with the logic behind them. It is necessary for the researcher to know not only the research methods or techniques but also the methodology. Research is common parlance a scientific investigation for knowledge. It can be defined as a systematic effort to collect the valuable information's. A research can be carried out by different methodologies, which have their own pros and cons.
Secondary Data When an investigator uses the data that has been already collected by others, is called Secondary Data. The secondary data could be collected from Journals, Reports, and various publications. The advantages of the secondary data can be –It is economical, both in terms of money and time spent. I took it from website of the hotel and few websites mentioned in bibliography.
Primary Data
Primary data includes the first hand information from the outlets. It can view as a survey. The questionnaire was especially designed to find out services provided by HOTEL AFRICA AVENUE and their ratings. Through this information we can get the strengths and weaknesses of services provided by a hotel. How does it differ from resorts and travel agencies in some way . For Data Analysis and Interpretation I collected the data from 100 respondents and the sample technique was questionnaire. The time span of this was of 6 weeks.
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LIMITATIONS OF THE STUDY
The major limitations of this project are as given under:
As the data was also gathered from the secondary sources, the validity of the data could not be tested.
Time constraint was the major limitation in this project.
Another problem was knowledge constraint and this report was an attempt to gather as much of relevant data as possible.
Its not cover all relative point about the topic.
However, every effort is made to ensure that these do not in any way adversely affect the results of the study and inject an element of objecting in the report.
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CHAPTER – 2
COMPANY PROFILE
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PROFILE OF THE INSTITUTION: Alliance Hospitality is an innovative next-generation hospitality management company,
headquartered in Raleigh, North Carolina. Alliance was founded in 2003 to manage lodging assets for institutional investment groups, individual owners and lenders. Alliance Hospitality provides value by developing the highest caliber hospitality professionals, and through implementing proprietary tools and unique processes to create a comprehensive hospitality management system. The Alliance portfolio of full-service, extended stay, all-suite, and select service hotels include HOTEL AFRICA AVENUE in its independent operating list of hotels.
VISION:
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Embrace talent
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Harness expertise to leverage standards of excellence in the art of hospitality
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Growth in international presence
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Increase domestic dominance
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Create value for all stakeholders
VALUES: •
People diversity, integrity and respect.
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Exceed expectations 12
•
Innovations
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Sense of urgency and accountability
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Social responsibility
PERFORMANCE MANAGEMENT
The role of HR in the present scenario has undergone a sea change and its focus is on evolving such functional strategies which enable successful implementation of the major corporate strategies. In a way, HR and corporate strategies function in alignment. Today, HR works towards facilitating and improving the performance of the employees by building a conducive work environment and providing maximum opportunities to the employees for participating in organizational planning and decision making process. Today, all the major activities of HR are driven towards development of high performance leaders and fostering employee motivation. So, it can be interpreted that the role of HR has evolved from merely an appraiser to a facilitator and an enabler. Performance management is the current buzzword and is the need in the current times of cut throat competition and the organizational battle for leadership. Performance management is a much broader and a complicated function of HR, as it encompasses activities such as joint goal setting, continuous progress review and frequent communication, feedback and coaching for improved performance, implementation of employee development programmes and rewarding achievements. The process of performance management starts with the joining of a new incumbent in a system and ends when an employee quits the organization. Performance management can be regarded as a systematic process by which the overall performance of an organization can be improved by improving the performance of individuals within a team framework. It is a means for promoting superior performance by communicating expectations, defining roles within a required competence framework and establishing achievable benchmarks.
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MAJOR DEPARTMENTS OF HOTEL
Front Office: It is the most important department of the hotel. The main function of this department is to give warm welcome to the guest . It helps to create good image in front of the guest. This is the first department where guest comes in contact with. It generates the maximum revenue for the hotel as it sells room to the guests. This also includes sub departments like reservation, Bell desk, and Information desk. It also provides some facilities like concierge service to the guest.
Food and Beverage Service : It is a department which serves food and beverage to the guest in a very attractive and pleasing 14
manner, which creates good impression on the guest. there are several kind of food and beverage outlet like restaurants, Bars, Coffee shops, take away banquets etc. It is second most revenue producing department of the hotel by selling different types of food and beverage to the guest.
department is Housekeeping: This responsible for cleaning and maintaining hotel premises which include public area, guest rooms, lobby, swimming pool area etc. generally this department is not visible to the guest. It works for guest satisfaction through keeping the environment clean and hygiene. Horticulture is one of the most important features of housekeeping department which deals with different types of flower arrangement and maintaining the garden. This department works to give pleasant look of the hotel to the guest.
Food Production : It is a department with deals with the preparation of different types of food items. It is not a visible department to the guest because it usually works in the back area. It makes the food more delicious and attractive by different styles of cooking method. Different cuisine has their own kitchen and specialized chef to work on it according to their skills. Bakery departments comes under this which include preparation of desserts, breads etc.
In order to have the requisite respondents for the data collection , we have taken into account just the FRONT OFFICE DEPARTMENT.
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FRONT OFFICE DEPARTMENT Introduction:The front office as a hotel is an operating Unit and is the most suitable department as the hotel and fundamental reasons for hotel existence. It is responsible for the star hotel rooms through systematic methods as reservation surround by requisition and allotting rooms to the guests. It holds good prime atmosphere is view of the basic nature as a hotel that is to sell rooms and revenue collected from the sale of rooms contribute more than 50% of total hotel sales. If has complements role as image of the hote l. It is the first and the last point contact as every guest. The staff at front should have pleasing personalities to eater to the guest information service. Th e fr on t de sk af te r fo rm as th e gu es t r e q u e s t c o n s i s t i n g o r r e q u e s t i n g i s s u e . F or eig n gu es t us e th e fr on t de sk t o exchange currency. Find a translate as request other special assignment is addition it may also be a base operation during an energy such as fire or guest injury. Total front office members in hotel AFRICA AVENUE sums upto 150 which works in allotted shifts
The front office is divided into following section of Hotel AFRICA AVENUE : 1) Pr es er va ti on : This section is never center as the department where all request for reservation are received and processed. 2) R ec ep ti o n :This section as responsible for receiving the guest. It is also responsible for the registration as guest at the time as this arrival. Mostly status insist that guest should registered hosiery. This is the rule to protest both the hotel and the guest. 3 ) C a b b y : This section is located immediately upon the entry into the hotel and it is the important because it is the first and the last essence contact of a guest with the hotel. It is here that the guest is received and tubes to the reception to be registered. Handling as guest language and the guest problems along in the section.
4) Infor mati on:a) Maintain guest alphabetical index book b ) R e c e i v e m e s s a g e f o r t h e g u e s t c) Handle guest packages and encasements d) Handle parity e) Provide information to the guest.
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5)Front Office Cashier:This section is responsible for posting as guest charges and guest folio (Bills) accurately and time so as the properly settle guest A/C and received payments before departure Expresses should include room food and beverage and other sources. These charges and recorded up to the last time as the cashier desk. This section is responsible for exch anging foreign currency. 6)N ig ht Au di tor :The responsible as this section is to complete and order swell revenue transaction and reconcile the revenue statement of all outlets with the F.O accounting machine with a view to prepare a duty reporting the duty business. 7) Be ll De sk: It is responsible for baggage handle t the time of guest departure or arrived or during to stay. They are also responsible for handling guest mail message newspaper etc. They also do miscellaneous job like recounting getting medicines or theater tickets for guest etc. 8)Telephones:This section handles all is country and put going local calls, trunk call for both guest and hotel management.
9)T rav el De sk :This section arranges for a airport transport as the guest. The hires cars, coaches organize towards precede air or rail tickets, confirm tickets etc.
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QUALITIES AND ATTRIBUTES AS FRONT OFFICE STAFF: QUALITIES:1) Sales Man:- They motivates the guest to spread more as the hotel facilities. 2) P roble ms Solve rs:- Gues t in varia bly appr oach Fron t Of fice for the help incase they hence problem or a complaint. A staff has to be diplomats and resources to solve the problem at the shortest possible time. 3)Reference Point:- Guest into wants information or wants to pass all information use front office for this purpose. 4)Co-Ordination:- Since they are reference point the F.O staff are request to coordinate with other departments airlines travel assignment with city tours to guide the guest a personalized services. 5)Image Building:- as on extension to these solve role F.O staff can definitely generate a good image for the establishment in their manner of dressed, communicates personnel conduct and efficiency. ATTRIBUTES: 1)Personal Growing:18
They should have high sense as personnel growing, uniform should be neat and cleanly presses. Hair should be well groomed. It is presumable for to tie and hair up in a bus. Nail should be manipulates soft colleague is preferable to heavy perfumes. Jeweler should be restricted. It short the F.O staff must be seen at their best at all times. 2)Personal Hygiene: This is important to F.O Personal as there are constantly expose to the hotel guest clean appearance help to object guest image not only for themselves but as the establishment as well. 3)Self Considerence: - This is necessary to F.O person meet guest as different countries, status and culture. They should be comfortable and feel at least in dealing with their people. 4)Communication Shell: - It must be correct and clear. It is perforate that F.o no more than one language it helps is communication with guest who do not understand or cannot speak English or local language. 5)Quick Decision maintains ability: - Guest after approach the F.O with problems and request. F.O staff must be able to decide quickly a course as action that satisfactory the guest and at the same time keeping the interest as the organization online.
DUTIES AND RESPONSIBILITIES AS STAFF IN AVENUE:
HOTEL AFRICA
Front Office Manager:1)Participate in the selection of F.O personal
2)Trains, cross strains and retain all F.O personal 3)Schedule the F.O staff 4)Supervises work locates during shifts 5)Maintain working relationship and communication with all departments. 6)Maintain master key control 7)Resolve guest problem quickly, efficiently and curiously. 8)Works with in the allotted budget for the F.O 9)Receives information from the previous shift manager passes on important details to the coming Manager. Cabby Manger:1)Important the duty as front manager
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2)Takes ones the duty as the F.O Manager 3)Dealing with complaint which come to him directly and ensure those which the receptionist cannot handle 4)Dealing with V.P.O (Visitor Period out) 5)Co-coordinating with airport representative 6)Responsible for useful or security as the staff or the guest 7)Responsible for Transport service
Reservation Assistants:-
1)Process reservation made by mail, telephone or control reservation network case 2)Process reservation from the sales office other hotel department and travel agent 3)Knows the types as rooms available as well as there location and layout 4)Knows the selling status, rates and benefits as well package plans 5)Determines room rates based on the selling tables as the hotel 6)Under the hotel policy an generate reservation and no shares 7)Assist in pre registration activities with appropriate
Front Office Cashiers:-
1)Operates, front office posting equipments 2)Obtain the house bank/slat and keeps it balance 3)Completes cashier pre-shift supply check list 4)Complete guest check out procedure 5)Postal charges to guest Accounts 6)Completes guest check out procedure 7)Settles guest Accounts 8)Posts non-guest ledger payments 20
9)Balances departmental totals at the close of the shift
GRE (Guest Relation Executive) Duties:-
1)Answers Letters of inquiry, regarding rates and availability. 2)Trains new guest services department personal 3)Maintains a thorough knowledge as the room rack, location, types of rooms, sa ck operation, package plans and discounts. 4)Maintain details knowledge about hotels services and hours of operation 5)Knows all safety precaution and understands energy procedures and how to act upon then understands accident preservation policies 6 ) K n o w s c a s k h a n d l i n g p r o c e d u r e s 7 ) De ve lo ps a n d m a in ta in a ll a s pe ct a s t he hotel, reservation system.
FRONT – OFFICE
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Reports Generated in Front-Office:-
1)Night Clerk Report 2)Room rack List 3)In house Guest directory 4)List of expected departure 5)Special services list 6)Room status report 7)House-Keeping discrepancy in room rack 8)Complimentary room list 9)Bills on hotel List 10)Currency exchange register Stationery Used at Front Desk :
Registration Card
Reservation Form
K e y
Last and found slip
Scanty baggage form
V.I.P amenities vouchers
K e y
‘C’
T r a y
c a r d form
FIT Tariff:- (in US $ ) 23
ROOM TYPE
STANDARD
EXECUTIVE
BUSINESS SUITE
USD(SGL/DBL) $185/ $210 $250/$280 $300
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On application
GROUP Tariff
OFF SEASON PERIOD
May To September
OFF SEASON DISCOUNT
30 TO 40 %
BANQUET FACILITIES
halls – 2
Maximum capacity in theatre style – 1000 RESTAURANT – 3
BAR - 1
CUISINE- MULTIPLE - CUISNE
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CHAPTER-3
ANALYSIS AND INTERPRETATION OF DATA
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1. How many Welfare Facilities are being availed on routine on routine basis?
As we can clearly see from the pie-chart that the Welfare Facilities availed by the majority of the respondents was between 5 To 10. Some of the major welfare facilities availed was Nutritious food, safe drinking water etc.
2. Special WELFARE FACILITIES being availed by the employees. 27
In this depiction as well it is clearly visible that respondents are sure-shot availing of special welfare facilities as well comprising maternity leave for female employees, employer paid uniforms and laundering etc.
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3. TIME TAKEN in SANCTIONING Routine welfare facility.
On an average if we see, the time taken for sanctioning the routine welfare facility is between 1 to 2 weeks as per the majority of respondents.
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4. Satisfaction Level regarding the PROCEDURE for availing the ROUTINE WELFARE FACILITIES .
The Satisfaction level regarding the procedure for availing routine welfare facilities is majorly satisfied when compared with the highly and partly satisfied respondents.
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5. Satisfaction Level regarding the PROCEDURE for availing the SPECIAL ROUTINE WELFARE FACILITIES .
In this depiction there has been a major turnaround in the satisfaction levels in availing the SPECIAL welfare facilities because the rate of non-satisfaction level has increased quite an extent.
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6. Satisfaction Level due to WELFARE ACTIVITIES CONDUCTED by the Hotel Africa Av enue.
Majority of the respondents are highly-satisfied when it comes to the Welfare Activities conducted by the Hotel. 73 % are satisfied with these activities.
7. HRA Allowance provided by the hotel is SATISFACTORY or NOT? 32
There is not much distinction when it comes to satisfaction levels of respondents when asked about the HRA allowance being provided to them because just mere 7% is the lead of satisfaction level over non-satisfaction level.
8. The EDUCATIONAL ALLOWANCE provided by the hotel is satisfactory or not?
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The education allowance provided by the hotel has fetched 56% satisfaction among respondents and that is in itself a commendable stuff.
9. Satisfaction Level with the working of MEDICAL COMMITTEE.
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Majority of the employees are highly satisfied with the medical assistance provided by hotel AFRICA AVENUE to their employees.
10. Recreational Activities provided by the Hotel are satisfactory or not?
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The RECREATIONAL FACILITIES provided by the hotel hasn’t earned the SATISFACTION TAG for a change and this is one of the things that need some change in its working.
11. Does WELFARE FACILITY by the HOTEL plays as a Motivational Factor?
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It is very much evident from the diagram that welfare facility plays a major role in motivating the employees. It accounts for 80% respondents in favor of this argument
12. Is there any importance of UNION for the safeguard of employees’ interests?
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As expected, the need for unions is a big YES to safeguard their interests and there is nothing wrong with it.
CHAPTER- 4
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CONCLUSION AND RECOMMENDATION
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CONCLUSION
As the study of the need and concern model and its further analysis indicate the model and its further analysis indicate the concern which was dominating in all the needs was the increase in wages so the management should think to increase wages prior to the increase in inflation.
All the employees are satisfied with the welfare facilities provided in the hotel.
The hotel is quickly catching up with same star hotels with its efficient working.
The hotel has shown its mettle over the past 1 year because of clear customer as well as employees cognizance perspective.
RECOMMENDATON 40
Hotel was taking 1 to 2 week in providing the routine welfare facilities but the special welfare facilities were time consuming and were bound with the lengthy procedure .Hence management should make
it
smoother in sanctioning these facilities.
Recreation facilities were confined to the entertainment in the form of T.V. and Music . Management should consider some other type of recreational activities as well for them like Gyming or any other outdoor sports for their employees after their shifts.
Hotel should provide the facility of co-operative stores or tie-up with shops for providing products at cheaper prices.
. T h e c a r e e r g r o w t h o f e m p l o y e e s s h o u l d b e p l a n n e d o n the long-term basis
Th e (candidates) not considered fo r pr om ot io n, sho uld be informed about their weaknesses so that they can work on it.
A strong watch should be kept on the employees so that the goodwill of the Hotel doesn’t get affected.
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BIBLIOGRAPHY
www.hotelafricaavenue.in
www.hrmguide.net
www.managmentscience.org
www.hr.com
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ANNEXURE
1. Service on arrival and Check-in. Was it prompt and courteous ?
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a) Excellent b) Good c) Satisfactory d) Below Standard
2. Your Room. Was it clean, comfortable and properly supplied? a) Excellent b) Good c) Satisfactory d) Below Standard
3. Telephone Services. Were your messages handled efficiently? a) Excellent b) Good c) Satisfactory d) Below Standard
4. In-house services, laundry etc. Were your personal possessions well looked after?
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a) Excellent b) Good c) Satisfactory d) Below Standard
5. Individual employees. How well did we respond to your needs? a) Excellent b) Good c) Satisfactory d) Below Standard
6. Temperature, lightning, plumbing. Were you comfortable? a) Excellent b) Good c) Satisfactory d) Below Standard
7. Service at Check-out. Did it go smoothly? a) Excellent b) Good
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c) Satisfactory d) Below Standard
8. Hotel shuttlecabs.Was it on time? Did it run frequently enough? a) Excellent b) Good c) Satisfactory d) Below Standard
9. If you return to this location, would you choose to stay with us again? a) Yes b) No If No, then please comment.
10. How did you make your reservations request? a) Direct to hotel b) Through a travel agent c) Through an airline
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