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Training & Development Methods at Oberoi Hotels & Resorts

Submitted To: Siafou kofi

Submitted By: Krishan Raj Bhatta (A31) Manrit kaur walia (A32) Priyanka Chauhan (A33) Anshika Shukla Pallavi Raghav (A34) (A35) Page | 1

Course Code: HRM619 Course Title: Training and development Course Instructor: Siakou Koffi Senyo Academic Task No.:1 Academic Task Title: Assignment Date of Allotment: 26 Jan 2013 Date of submission: 11 feb 2013 Students Roll no: A31, A32, A33, A34 and A35 Students Reg. no: Evaluation Parameters: (Parameters on which student is to be evaluated- To be mentioned by students as specified at the time of assigning the task by the instructor)

Declaration: We declare that this Assignment is our group work. We have not copied it from any other students work or from any other source except where due acknowledgement is made explicitly in the text, nor has any part been written for us by any other person. Students Signature: Priyanka Chauhan, Krishn Raj Bhatta, Anshika Shukla, Manrit Kaur, Pallavi Evaluators comments (For Instructors use only) General Observations Suggestions Improvement for Best part of assignment

Evaluators Signature and Date:

Marks Obtained: _______________

Max. Marks: ______________

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INTRODUCTION

The Indian Hospitality Sector is witnessing one of its rare sustained growth trends. Hotel industry is inextricable linked to the tourism industry and the growth in the Indian tourism industry has fuelled the growth of Indian Hotel Industry. A major reason for the demand for hotel rooms is the underlying boom in the economy, particularly the growth in the information technology enabled services and information technology industries. Rising stock indices and new business opportunities are also attracting foreign institutional investors, funds, equity and venture capitalist. The financial year 2008 09 was an unforgettable one for the Indian tourism industry with the Mumbai terror attacks and the global economic downturn affecting the industrys performance. The Hotel Industry, too, observed an overall decline in occupancy and revenue in most cities in India Training and development or Learning and development as many refer to it now are one of the most important aspects of our lives and our work. Many people refer training as an activity that produces the result or outcome of learning and learning is typically viewed as new knowledge, skills and competencies or abilities. Training can be defined as the process of increasing the knowledge and skills of the workforce to enable them to perform their jobs effectively. It is a process whereby an individual acquires job-related skills and knowledge. It is a subsystem of an organization. In simple terms, training and development refer to the imparting of specific skills, abilities and knowledge to an employee. A formal definition of training and development is It is any attempt to improve current or future employee performanc e by increasing an employees ability to perform through learning, usually by changing the employees attitude or increasing his or her skills and knowledge. The need for training and development is determined by the employees performance deficiency, computed as follows: Training and Development= standard performance actual performance. Training takes place at various points and places in a business. Training is required to: Page | 3

Support new employees (induction training) Improve productivity Increase marketing effectiveness Support higher standards of customer service and production quality Introduction of new technology, systems or other change Address changes in legislation Support employee progression and promotion

Effective training has the potential to provide a range of benefits for a business: Higher quality Better productivity Improved motivation- through greater empowerment More flexibility through better skills Less supervision required (cost saving in supervision) Better recruitment and employee retention Easier to implement change in the business

IMPORTANCE OF TRAINING AND DEVELOPMENT:Organizations provide training to assist employees in developing their full potential. By offering a variety of courses, programs and educational benefits through its human resources or HR department, a company encourages employees to continually learn and improve. Training programs conducted by organization play a very important role in the following ways: Optimum utilization of Human Resources: - Training and development helps in optimizing the utilization of human resource that further helps the employee to achieve the organizational goals as well as their individual goals. Development of Human Resources: - Training and development helps to provide an opportunity and broad structure for the development of human resources technical and behavioural skills in an organization. It also helps the employees in attaining personal growth. Page | 4

Development of skills of employees: - Training and development helps in increasing the job knowledge and skills of employees at each level. It helps to expand the horizons of human intellect and an overall personality of the employees.

Productivity: - Training and development helps in increasing the productivity of the employees that helps the organization further to achieve its long term goal. Team spirit: - Training and development helps in circulating the sense of team work, team spirit and inter team collaborations. It helps in inculcating the zeal to learn within the employees.

Organization culture: - Training and development helps to develop and improve the organizational health culture and effectiveness. It helps in creating the learning culture within the organization.

Organization climate: - Training and development helps building the positive perception and feeling about the organization. The employees get these feelings from leaders, subordinates and peers.

Quality: - Training and development helps in improving upon the quality of work and work life. Healthy work environment: - Training and development helps in creating the healthy working environment. It helps to build good employee relationship so that individual goals align with organizational goal.

Health and safety: - Training and development helps in improving the health and safety of the organization thus preventing obsolescence. Morale: - Training and development helps in improving the morale of the work force. Image: - Training and development helps in creating a better corporate image. Profitability: - Training and development leads to improved profitability and more positive attitudes towards profit orientation. Training and Development aids in organizational development: - i.e organization gets more effective decision making and problem solving. It helps in understanding and carrying out organizational policies.

Training and development :- Helps in developing leadership skills, motivation, loyalty, better attitudes and other aspects that successful workers and managers usually display. Training and development: - demonstrates a commitment to keeping employees on the cutting edge of knowledge and practice.

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COMPANY PROFILE The Oberoi Group Profile

The Oberoi Group, founded in 1934, operates 28 hotels across five countries, one Nile Cruiser and one Backwater Vessel in Kerala under the luxury Oberoi and five-star Trident brands. The Group is also engaged in flight catering, airport restaurants, travel and tour services, car rentals, project management and corporate air charters. A distinctive feature of The Groups hotels is their highly motivated and well trained staffs that provide exceptionally attentive, personalised and warm service. The Groups new luxury hotels have established a reputation for redefining the paradigm of luxury and excellence in service amongst leisure hotels around the world. Trident hotels are five-star hotels that have established a reputation for excellence and are acknowledged for offering quality and value. These hotels combine state of the art facilities with dependable service in a caring environment, presenting the ideal choice for business and leisure travellers. At present there are nine Trident hotels in India. These are located in Mumbai at Bandra Kurla and Nariman Point, Gurgaon (Delhi National Capital Region), Chennai, Bhubaneshwar, Cochin, Agra, Jaipur and Udaipur. The Oberoi Group also operates a Trident hotel in the Saudi Arabian city of Jeddah. The last decade has witnessed the debut of new luxury Oberoi leisure hotels in India and abroad. In India, these hotels include The Oberoi Rajvilas, Jaipur; The Oberoi Amarvilas, Agra; Wildflower Hall, Shimla in the Himalayas; The Oberoi Vanyavilas, Ranthambhore; The Oberoi Cecil, Shimla and The Oberoi Udaivilas, Udaipur. Overseas, the new hotels include The Oberoi, Lombok in Indonesia, The Oberoi, Mauritius and The Oberoi, Sahl Hasheesh in Egypt. The Oberoi Zahra, Luxury Nile Cruiser, Egypt was launched in 2007. The Groups commitment to excellence, attention to detail and personalised service has ensured a loyal list of guests and accolades in the worldwide hospitality industry. Recognising the importance of quality training in hospitality management, The Oberoi Group established The Oberoi Centre of Learning and Development in New Delhi in 1966. Today, this institution is considered amongst the best in Asia with approximately 100 students graduating each year. The Oberoi Group is committed to employing the best environmental and ecological practices in technology, equipment and operational processes. The Group also supports philanthropic activities that range from education to assistance for the mentally and physically challenged. The Group is also a keen contributor to the conservation of nature and of cultural heritage. Reservations may be made through The Oberoi Contact Centre by dialing the toll free number in India 1 800 11 2030 for Oberoi Hotels & Resorts or by visiting the website www.oberoihotels.com. For Trident Hotels, reservations may be made by calling the toll free number 1800 11 2122 or by calling 11 2389 0555. Online reservations may be made by visiting the website www.tridenthotels.com.

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CORPORATE INFORMATION Company Name Primary Brands EIH Limited Oberoi Hotels and Resorts Trident Hotels Oberoi Flight Services Oberoi Airport Services Oberoi Aviation EIH Printing Press Mercury Car Rentals Limited 7, Sham Nath Marg Delhi 110 054 +91 (11) 23890505 Four Mangoe Lane Kolkata 700 001

Associate Businesses

Corporate Office

Telephone Number Registered Office

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Mohan Singh Oberoi (August Rai Bahadur M.S. Oberoi 15, 1898 May 3, 2002) was a renowned Indian hotelier The Founding Chairman widely regarded as the father of 20th century India's hotel business. A centenarian, he was revered in his later years as a far-ranging visionary who provided a modern structural model for South Asia's tourism and hospitality services industry. Early Years Mohan Singh Oberoi was born in Bhaun, a minor village of Jhelum District (now Chakwal District) in Punjab. After attending schools in his village and nearby Rawalpindi, he passed the Intermediate College Examination in Lahore, but was unable to continue attending classes due to a lack of finances. Instead, he learned typing and shorthand, and in 1922, started his hotel career with a low-paid billing clerks position at Shimla's Hotel Cecil after being interviewed by its manager, Mr. D.W. Grove. Within two years, he worked his way up, and assisted the hotel manager, Mr. Ernest Clarke (who had replace Mr. Grove) in purchasing The Carlton Hotel (subsequently renamed Clarkes Hotel) in Shimla. Ten years later, in 1934, Mr. Clarke retired, and young M. S. Oberoi gathered all the family resources to purchase the hotel himself. The Start of a Hotel Empire In 1938, the bustling metropolis of Kolkata saw a huge business downturn in the aftermath of a cholera epidemic. This depressed economic environment enabled M. S. Oberoi to take over the management of the city's Grand Hotel on favorable terms. The hotel - formerly a palace of luxury - had been empty for years, since the death of over a hundred foreign guests during the cholera outbreak. Mohan Singh Oberoi (August 15, 1898 May 3, 2002) was a renowned Indian hotelier widely regarded as the father of 20th century India's hotel business. A centenarian, he was revered in his later years as a far-ranging visionary who provided a modern structural model for South Asia's tourism and hospitality services industry. Early Years Mohan Singh Oberoi was born in Bhaun, a minor village of Jhelum District (now Chakwal District) in Punjab. After attending schools in his village and nearby Rawalpindi, he passed the Intermediate College Examination in Lahore, but was unable to continue attending classes due to a lack of finances. Instead, he learned typing and shorthand, and in 1922, started his hotel career with a low-paid billing clerks position at Shimla's Hotel Cecil after being interviewed by its manager, Mr. D.W. Grove. Within two years, he worked his way up, and assisted the hotel manager, Mr. Ernest Clarke (who had replace Mr. Grove) in purchasing The Carlton Hotel (subsequently renamed Clarkes Hotel) in Shimla. Ten years later, in 1934, Mr. Clarke retired, and young M. S. Oberoi gathered all the family resources to purchase the hotel himself. The Start of a Hotel Empire In 1938, the bustling metropolis of Kolkata saw a huge business downturn in the aftermath of a cholera epidemic. This depressed economic environment enabled M. S. Oberoi to take over the management of the city's Grand Hotel on favorable terms. The hotel - formerly a palace of luxury - had been empty for years, since the death of over a hundred foreign guests during the cholera outbreak.

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Revered Centenarian Throughout his later life, Rai Bahadur M. S. Oberoi received numerous honors and awards from the Indian government and private organizations. He was the recipient of many prestigious national and international awards and accolades, the most prestigious of which are: The admission to the Hall of Fame by the American Society of Travel Agents (ASTA) Man of the World by the International Hotel Association (IHA) New York Order of The Republic - First Class conferred by the president of Egypt Honorary Doctorate of Business Administration by the International Management Centre, Buckingham, UK Being named by Newsweek as one of the Elite Winners of 1978 The PHDCCI Millennium award in 2000 The Padma Bhushan awarded in 2001
Late Rai Bahadur Mohan Singh Oberoi

(August 15, 1898 May 3, 2002) The idea was never to make money.the compulsion was to always offer the best.profits would come automatically. Not buildings, nor marble, not granite; its the people who make us better. Late Rai Bahadur Mohan Singh Oberoi

He came to be seen as an emblematic figure in the transformation of modern India. Upon his passing away in 2002.

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Group Hotels
Name of Hotel Oberoi Hotels & Resorts India The Oberoi, New Delhi The Oberoi Gurgaon The Oberoi, Mumbai The Oberoi, Bangalore The Oberoi Grand, Kolkata The Oberoi Amarvilas, Agra The Oberoi Rajvilas, Jaipur The Oberoi Udaivilas, Udaipur The Oberoi Vanyavilas, Ranthambore Wildflower Hall, In the Himalayas The Oberoi Cecil, Shimla Oberoi Hotels & Resorts Overseas The Oberoi, Bali The Oberoi, Lombok The Oberoi, Mauritius The Oberoi, Madina The Oberoi, Sahl Hasheesh, Red Sea The Oberoi, Dubai Luxury Cruise Liners The Oberoi Zahra, Nile Cruiser The Oberoi Philae, Nile Cruiser The Oberoi Motor Vessel Vrinda, Kerela Trident Hotels Trident, Agra Trident, Bhubaneswar Trident, Chennai Trident, Cochin Trident, Gurgaon Trident, Jaipur Trident, Udaipur Trident, Nariman Point, Mumbai Trident, Bandra Kurla, Mumbai Trident, Hyderabad Trident Hotel Overseas Trident, Jeddah Heritage Hotels Maidens, Delhi Clarks, Shimla Name of General Manager Puranjay Sinh Rathore David Mathews Varun Chhibber Huvida Marshall George Kuruvilla Ankush Mahajan Anshul Kaul Vincent Guironnet Ratna Malhotra Abhishek Sharma Arpit Pant John Halpin Rudy Baihaqi Marc Denton Adel Abdel Hai Dhiren Pereira Tapan Piplani Imran Sultan George Michel Amit Saincher Vishal Bharti Vishal Pathak Amit Khare Amit Saincher Nitesh Gandhi Prashant Gupta Dhiraj Mehta Sanju Soni Visheshwar Raj Singh Sharad Puri Chander Nain B.S. Parmar D.P. Bhatia

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Emerging training trends in Hospitality sector

1) Computer based training (CBT): CBT is an interactive training experience in which the computer provides the learning stimulus, the trainee must respond and the computer analyses the responses and provides feedback to trainees. It includes interactive video, CD- ROM and other systems when they are computer driven. A personal computer enables animation, video clips and graphics to be integrated into a training session. The user can interact with training materials through use of joystick or touch screen monitor. CD ROMs and DVDs utilize a laser to read text, graphics, audio and video off an aluminum disc. A laser disc uses a laser to provide high quality video and sound.

Interactive video combines the advantages of video & computer based instructions. Instruction is provided one on one to trainees via a monitor connected to a keyboard. Trainees uses keyboard to interact with program and this is basically used to teach technical procedures and interpersonal skills.

Online learning refers to the instruction and delivery of training by computer online through the internet or the web. The internet based training is refers to that training which is delivered on public or private computers networks and displayed by a web. Learning Portals are the websites or online learning centers that provide, via e commerce transactions, access to training courses, services and online learning communities from many sources.

2) Blended Learning: It combines online learning, face to face instruction and other methods for distributing learning content and instruction. Blended learning courses provide learners with positive features of both face to face instruction and technology based delivery and instructional methods. 3) The following four types of simulations are being observed in hospitality as emerging trend in training:

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Branching story is the one in which trainees are presented with a situation and asked to make a choice or decision. The trainees progress through the simulations on basis of their decisions.

Interactive Spreadsheet are those type in which trainees are given a set of business rules and asked to make decisions that will affect the business. It usually contains financial data or information.

In game based trainees play video game on a computer and takes decisions in between the game. Virtual Lab provides trainees to interact with a computer representation of the job they are being trained for. Avatars are the computer depictions of humans that are used as imaginary coaches, co -workers and customers.

4) Mobile technology allows learning to occur anywhere at any time and it consist of wireless transmission systems such Wi-Fi and Bluetooth which allows transmission of data without the need for physical connections. Mobile devices such as MP3 players, portable computers, iPods, global positioning systems etc. can be used to share information related to audio files, word processing , spreadsheets, internet, e-mail and instant messaging can be shared at a fast pace.

5) Intelligent Tutoring systems are instructional system that uses artificial intelligence. There are three types of ITS environment: Tutoring, coaching and empowering where tutoring is a structured attempt to increase trainee understanding of a content domain and coaching provides trainees with a flexibility to practice skills in artificial environments.

6) Teleconferencing refers to synchronous exchange of audio, video and/or text between two or more individuals or groups at two or more locations.

7) Groupware is a special type of software application that enables multiple users to track, share and organize information and to work on the same document simultaneously. It combines elements such as e-mail, documents management and an electronic bulletin board.

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Methods of Training Used At Oberoi Hotel & Resorts:

Presentation method Lectures Discussions Classroom training Seminars Audio Visuals Induction training

Hands On method Business games Role play Simulation On The Job:

PRESENTATION METHODS:Presentation methods refer to methods in which trainees are passive recipients of information. Lecture:- It is one of the oldest methods of training. A lecture can be in printed or oral form. Lecture is telling someone about something. Lecture is given to enhance the knowledge of listener or to give him the theoretical aspect of a topic. Training is basically incomplete without lecture. In Oberoi Hotels and Resort the lecture is being delivered by department heads on the weekly basis. To train the employee on the new techniques to be add on in the daily working.

Discussion: - The discussion method consist a two way flow of communication i.e. knowledge in the form of lecture is communicated to trainees and then understanding is conveyed back by trainees to trainer. This method uses a lecturer to provide the learners with context that is supported, elaborated, explains or expanded on through interactions both among the trainees and between the trainer and trainees. The interaction and the communication between these two make it much more effective and powerful than the lecture method. If the discussion method is used with proper sequence i.e. lectures, followed by discussion and questioning, can achieve higher level knowledge objectives, such as problem solving and principle learning. Page | 13

 Induction training:- Induction training is important as it enables a new recruit to become productive as quickly as possible. It can avoid costly mistakes by recruits not knowing the procedures or techniques of their new jobs. The length of induction training will vary from job to job and will depend on the complexity of the job, the size of the business and the level or position of the job within the business. The main purpose of induction is to relieve the new employee from possible anxiety and make him or her feel at home on the job. In Oberoi hotel & resorts these orientation programmes are carried out formally as well as individually/collectively in the hotels. These programmes are carried from 1 week 2 weeks.

Online training:-With the worldwide expansion of hotels and changing technologies, the demands for knowledge and skilled employees have increased more than ever, which in turn, is putting pressure on HR department to provide training at lower costs. So Oberoi group & hotels are now implementing online training as an alternative to classroom based training to accomplish those goals. Some of the benefits of online training are: Provides instructional consistency Reduces training learning time Increases assess to training Affords privacy of learning Allows learning at an individual pace Allows the training to master learning Reduces the cost of training With the prevailing need the hotel is providing training to employees through intranet or internet. Internet is not the method of training, but has become the technique of delivering training. The growth of electronic technology has created alternative training delivery systems.

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HANDS ON METHODS: Business games:-With the increase in globalization and changing technologies, many organizations are now moving from board game to computer based simulations, using interactive multimedia (IM) and virtual reality (VR). Business games are the type of simulators that try to present the way an industry, company, organization, consultancy, or subunit of a company functions. Basically, they are based on the set of rules, procedures, plans, relationships, principles derived from the research. In the business games, trainees are given some information that describes a particular situation and are then asked to make decisions that will best suit in the favor of the company. Again, on the basis of the feedback they are asked to make the decisions again. This process continues until some meaningful results do not come out or some pre-defined state of the organization exists or a specified number of trails are completed. Benefits of business games are: Leadership skills Management skills Quality tools Principles and concepts Total quality principles Solve complex problems. Business games simulate whole organization and provide much better perspective than any other training methods. They allow trainees to see how their decisions and action impact on the related areas. Role play: -Role play is a simulation in which each participant is given a role to play. Trainees are given with some information related to description of the role, concerns, objectives, responsibilities, emotions etc. Then, a general description of the situation and the problem that each one of them faces is given. For instance, situation could be strike in factory, managing conflicts, scheduling vacation days etc. Once the participants read their role descriptions, they act out their roles by interacting with one another. In Oberoi Page | 15

Group these role plays are played under the supervision of department heads, in various departments. On job training programmes:The development of a managers abilities can take place o n the job. The techniques for on the job development are: Job rotation: -The transferring of the executives from job to job and from department to department in a systematic manner is called job rotation. When a manager is posted to a new job as part of such program, it is not merely an orientation assignment. He has to assume the full responsibility and perform all kinds of duties. The idea behind this is to give him the required diversified skills and broader outlook, which are important at the management level. It is up to management to provide a variety of job experiences for those judged to have the potential for higher before they are promoted. In Oberoi Hotels & Resorts they call this process as SUPPORT. This process increase the inter departmental cooperation and reduces the monotony of work. It makes executives and does not allow them to confine themselves to their specialized field only. Apprenticeship: - Oberoi hotels & resort also provide apprentice training. It is one of the kinds of training taking place in an organisation. This actually is an on-the-job training. Under this training method apprentices get stipend during training period. Sometimes they are offered jobs after the completion of training. Most of the Hotels have internship trainees for 6 months duration. These trainees are final year student of hotel management institutes. The training provides hands on experience to the trainees and to hoteliers seasonal supply of manpower requirements. Oberoi hotel also pay some amount of stipend to internship trainees during this duration in few cases they are also provided to food and accommodation from hotels.

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Recommendations & Suggestions:

1. The training programs of Oberoi hotel & resorts are mainly focused on soft skills, but the freshers should also be trained on the technological skills. 2. As attrition rate of Hotel is high, so training must be imparted regarding organization commitment and loyalty towards the Hotel. 3. Improve predictability in need analysis. 4. They provide on training only through Presentation and Hand On methods, and should also add the Group building methods in their training methods. As it is Hotel industry where team work is very much required. 5. They should also involve experiential training technique on a yearly basis, so that they can learn to work in team and new joined employee should get a better chance to involve in an organization. 6. As Spa department work as a core competency for the Oberoi Hotels & Resorts, So they should give more emphasis on the training of SPA department by provide them the training all kind of therapy and treatments.

Conclusion: Till date of journey of Oberoi Group has been successful and they are ready for the future as well. The growth rates will change, the business cycles will change, the ability to influence the business environment will change, and even the leaders will change. But what will not change in Oberoi's future are their ability to achieve profitable growth legally and ethically, their guiding set of principles and their values.

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