A

SUMMER INTERNSHIP PROJECT REPORT

ON
RECRUITMENT PRACTICES
In
Hotel industry

Submitted to:-

Submitted by:-

Prof.Rajesh Mehrotra

Sapna Chotwani

Director(SBM)

MBA (Pass iii)

Main Campus

DECLARATION
1

I undersigned Ms. Sapna chotwani student of School of Business and

Management (M.B.A.) II Semester hereby declare that the report for Summer
Training Project entitled Recruitment Practices from 15th June, 2015 to 31st
July 2015 is my own work and has been carried out by student of School of
Business and Management (M.B.A), Jaipur National University, Jaipur in TAJ
JAIMAHAL PALACE,JAIPUR

This has not been submitted to any other university for securing in any
examination.

Sapna chotwani
Date:
Place: Jaipur

PREFACE
2

If you know the laws of buoyancy it doesnt mean that you know how to
swim. It is only through jumping in the water that you get the feel of depth.
One of the important thing as an M.B.A student is to implement the
knowledge whatever they get from practical survey and suggestions activity.
This summer internship is one of the examples of that type of implementation
by applying some standard for this to know various departments and get the
valuable knowledge regarding recruitment practices and policies in hotel
industry and various norms
It reminds a good experience on our part as we are able to understand
some real life situations in this globalization.
Our basic objective as for the summer training is to study as well as
getting the practical knowledge of how work is actually done in any industry,
through the project work in TAJ JAIMAHAL PALACE is to get knowledge
of human resource and recruitment policies of the company.

ACKNOWLEDGEMENT

I have taken efforts in this project. However, it would not have been
possible without the kind support and help of many individuals and
organizations. I would like to extend my sincere thanks to all of them.
I am highly indebted to Mr.Rajendra Sharma-Manager HR-Taj Jaimahal
Palace for her exemplary guidance, monitoring and constant encouragement
throughout the course of this thesis. The blessing, help and guidance given by
him time to time shall carry me a long way in the journey of life on which I am
about to embark.
I also take this opportunity to express a deep sense of gratitude to
Company Mentor Mr. Rohit Trivedi-Head Hr for their cordial support,
valuable information and guidance, which helped me in completing this task
through various stages.
I would like to specially thank Prof.Rajesh Mehrotra(Director-sbm),for
his valuable support and guidance.

Sapna Chotwani

TABLE OF CONTENTS
4

SR. NO.

CHAPTER NAME

PAGE
NUMBER

Declaration

Preface

Acknowledgement

Executive summery

Introduction of Taj group

Introduction of Taj Jaimahal Palace.

20

Company Profile

25

Research Topic

Literature Review

Data Analysis & Interpretation

Annexure

Bibliography

39
56
66
85
89

LIST OF TABLES

TABLE

TITLE

PAGE

NUMBER

NUMBER

Audited World Therapy Classes

13

Exit trend 2013

67

Exit trend 2014

69

Location wise attrition

70

Exit trigger

73

LIST OF GRAPHS

TABLE
NUMBER

TITLE

PAGE
NUMBER

Audited World Therapy Classes

14

Exit trend 2013

68

Exit trend 2014

69

Exit trigger

74

HOTEL INDUSTRY AND HR: AN OVERVIEW

India is witnessing tremendous growth in the hospitality sector.

There is increasing interest from global players who are investing in the
industry while the Indian players are also on an expansion mode.
The hotel industry alone is a multi-billion dollar and growing enterprise.
With diversity in the services offered, the Indian hospitality sector has
versatile offerings. The growing sector has also led to immense competition in
the sphere. The need to have the best recruitment and retaining talent by
innovative HR practices has become necessary and thus features HR.
Running a hotel is a process driven job wherein various departments work
hand in hand for better service. Also there are several levels at which the hiring
is done,with a well structured hierarchy in place. With large amount of
employee and high level of internal dependency, it becomes necessary for the
industry to focus on employee policies and engagement.

There are several factors that make it necessary to have a well structured HR in
place for the domain

Process driven service approach

Hierarchical Employee structure
Need for training
Shortage of skilled manpower
Performance focused industry

Human Resource practices are essential for the smooth functioning of the
hospitality domain since it helps the sector on various levels,
10

Recruitment

Retention
Team work
Training and development
Employee engagement
Performance analysis

The bright future and opportunities coming in the way of this booming segment
has increased the need to have well motivated employees who form the face of
this crucial but rewarding service industry.
HRM is highly essential for the industry

The hospitality industry revolves around people: guests and the employees
serving them. Combined with the fact that the hospitality is highly competitive
and fast-paced, its no wonder human resources departments encounter myriad
problems on a daily basis.
11

The good news: HR can mitigate many challenging issues through

preventative measures. Add leadership and employee appreciation, and you can
keep problems in hospitality to a minimum.
Step one is knowing what the problems are.

Introduction
12

TO

TAJ GROUP OF

Introduction and Overview

13

The Company was incorporated in 1902 and it opened its first hotel, The Taj
Mahal Palace & Tower, Mumbai, in 1903. The Company then undertook major
expansion of The Taj Mahal Palace & Tower, Mumbai by constructing an
adjacent tower block and increasing the number of rooms from 225 to 565
rooms. With the completion of its initial public offering in the early 1970s, the
Company began a long term programme of geographic expansion and development
of new tourist destinations in India which led to its emergence as a leading hotel
chain in India. From the 1970s to the present day, the Taj Group has played an
important role in launching several of India's key tourist destinations, working
in close association with the Indian Government. The Taj Group has a
philosophy of service excellence which entails providing consistently high
levels of personalized service and innovative means of improving service
quality.
The Taj Group has been active in converting former royal palaces in India into
world class luxury hotels such as the Taj Lake Palace in Udaipur, the Rambagh
Palace in Jaipur and Umaid Bhawan Palace in Jodhpur. In 1974, the Taj Group
opened India's first international five star deluxe beach resort, the Fort Aguada
Beach Resort in Goa. The Taj Group also began its business in metropolitan
hotels in the 1970s, opening the five-star deluxe hotel Taj Coromandel in
Chennai in 1974, acquiring an equity interest and operating contract for the Taj
President, a business hotel in Mumbai, in 1977, and opening the Taj Mahal
Hotel in Delhi in 1978.
In 1980, the Taj Group took its first step internationally by opening its first hotel
outside India, the Taj Sheba Hotel in Sana'a, Yemen and in the late 1980s,
acquired interests in the Crown Plaza - James Court, London and 51
Buckingham Gate Luxury Suites and Apartments in London.
In 1984, the Taj Group acquired under a license agreement each of The Taj West
End, Bangalore, Taj Connemara, Chennai and Savoy Hotel, Ooty, with which
the Taj Group made its foray into Bangalore.
With the opening of the five star deluxe hotel Taj Bengal in Kolkata in 1989; the
Taj Group became the only hotel chain with a presence in the five major
metropolitan cities of Mumbai, Delhi, Kolkatta, Bangalore and Chennai.
Concurrently with the expansion of its luxury hotel chain in the major
14

metropolitan cities, the Taj Group also expanded its business hotels division in
the major metropolitan and large secondary cities in India.
During the 1990s, the Taj Group continued to expand its geographic and market
coverage in India. It developed specialized operations (such as wildlife lodges)
and consolidated its position in established markets through the upgrading of
existing properties and development of new properties. Taj Kerala Hotels &
Resorts Limited was set up in the early 1990s along with the Kerala Tourism
Development Corporation. In 1998 the Taj Group opened the Taj Exotica
Bentota which strengthened the Taj Group's market position in Sri Lanka. In
2000, the launch of the 56 acre Taj Exotica, Goa and the Taj Hari Mahal in
Jodhpur were completed.
In 2000, the Taj Group entered into a partnership with the GVK Reddy Group to
set up Taj GVK Hotels and Resorts Limited and thereby obtained a prominent
position in the market in the southern business city of Hyderabad, holding three
hotels and a major share of the market. In 2001, the Taj Group took on the
management contract of Taj Palace Hotel, Dubai, and has established itself as an
up-market hotel in the Middle East region. The Taj Exotica Resort & Spa,
Maldives launched the Taj Group into the premium luxury hotel market and
since its opening in July 2002, has won several international awards. The Taj
Group also obtained licenses to manage and operate two leisure hotels; the
Rawal-Kot, Jaisalmer and Usha Kiran Palace, Gwalior in October 2002.
In September 2002, the Taj Group acquired an equity interest in the former
Regent Hotel in Bandra which gave the Taj Group access to the midtown and
North Mumbai market. The hotel has since been renamed as the Taj Lands End,
Mumbai.
In 2003, the Company celebrated the centenary of the opening of its Flagship
hotel, the Taj Mahal Palace & Tower, Mumbai.
In 2004 the Taj Group opened Wellington Mews, its first luxury serviced
apartment in Mumbai. In the same year, the Taj Group also launched the first of
its "value-for-money" hotels in Bangalore branded 'Ginger', which division has
11 hotels in various locations in India and is owned through its wholly owned
subsidiary.
In 2005 the Company acquired on lease The Pierre, a renowned hotel in New
York City, to enter the luxury end of the developed hotel markets
15

internationally. The Company entered into a management contract for Taj

Exotica in Palm Island Jumeirah in Dubai to expand its existing presence in the
United Arab Emirates.
The Company enhanced its position as an operator of converted palaces by
entering into a management contract for Umaid Bhawan Palace, Jodhpur in the
princely state of Rajasthan in India. The Company, through a subsidiary,
acquired the erstwhile 'W' hotel in Sydney, Australia in February 2006 and
renamed it as 'Blue, Woolloomooloo Bay'. To expand its presence in the US
market, the Company acquired in early 2007 Ritz Carlton in Boston and Taj
Campton Place in San Francisco.
Hotels operated by the Taj Group internationally are located in US, Australia,
Dubai, Maldives, Malaysia, Sri Lanka, the United Kingdom, South Africa,
Bhutan and Zambia.
Scheme of Amalgamation ("Scheme")
On October 12, 2006, the Board of Directors of the Company approved the
Scheme, under Sections 391 to 394 of the Companies Act for the for the
amalgamation of Indian Resorts Hotel Limited, Gateway Hotels and Getaway
Resorts Limited, Kuteeram Resorts Private Limited, Asia Pacific Hotels
Limited, Taj Lands End Limited (Transferor Companies) with the Company.
The Scheme was approved by the respective High Courts.
Rationale for the Scheme of Amalgamation
The Transferor Companies and the Company were engaged in the leisure and
business hotels as part of the Taj group of hotels. A consolidation of the
Transferor Companies and the Company was therefore expected to lead to
greater synergy in operations, a more efficient utilisation of capital and create a
stronger base for future growth of business in general and the Company in
particular. The amalgamation was expected to result in administrative
rationalization, organizational efficiencies, and optimal utilization of various
resources.
Milestones achieved by the Company since incorporation are listed below:
,

Year
16

Event
1903
The Company opens its first hotel, the "Taj Mahal Palace" in Mumbai, India.

1974
The Company opens its first five star deluxe beach resort, the "Fort Aguada
Beach Resort" in Goa.
The Company begins business in metropolitan hotels by opening the five star
deluxe hotel, the "Taj Coramandel" in Chennai.

1980
The Company opens its first hotel outside India, the "Taj Sheba Hotel" in
Sana'a, Yemen.

1984
The Company entered into a licence agreement to operate the "Taj West End" in
Bangalore, "Taj Connemara" in Chennai and the "Savoy" in Ooty.

1989
The Company opens a five star deluxe hotel in Calcutta, the "Taj Bengal".

1990
The Company establishes the Taj Kerala Hotels and Resorts Limited with the
Kerala Tourism Development Corporation.

1998
The Company opens the "Taj Exotica" in Bentota, Sri Lanka.

2000
The Company establishes Taj GVK Hotels and Resorts Limited with the GVK
group to operate three hotels in Hyderabad.

2001
17

The Company is awarded the management contract for the "Taj Palace", Dubai.
The Company launches the "Taj Exotica Spa and Resort" in Maldives.

2002
The Company obtains licences to manage and operate two leisure hotels: the
"Rawal-Kot" in Jaisalmer and the "Usha Kiran Palace", Gwalior.
The Company acquires an equity interest in "Regent Hotel" in Bandra, Mumbai
which is later renamed as the "Taj Lands End".

2003
The Company relaunches its flag ship property as the "Taj Mahal Palace and
Tower".

2004
The company opens its first Jiva Spa at the Usha Kiran Palace in Gwalior.
The Company launches its first luxury serviced apartments, "Wellington Mews"
in Mumbai.
The Company opens its first economy hotel under the brand "Ginger" in
Bangalore.

2005
The Company obtains a management contract to operate "The Pierre" in New
York, USA.
The Company entered into a management contract to operate the "Taj Exotica"
in Palm Island, Jumeirah, Dubai.
The Company obtained the operating agreement for the "Umaid Bhawan
Palace" in Jodhpur.

2006
The Company acquires the "W" hotel in Sydney, Australia which is later
renamed as the "Blue Sydney".

18

The Company commences operation of its first wildlife lodge at Mahua Kothi,
Bandhavgarh.

2007
The Company acquires the "Ritz-Carlton" in Boston, USA which is later
renamed as the "Taj Boston".
The Company commences operation of its second wildlife lodge at Baghvan,
Pench.

2008
Taj Hotels and the Tashi Group join hands to create the new benchmark for
premium hotels in Bhutan - Taj Tashi Bhutan.
ALDAR Hotels and Hospitality and Taj Hotels enter into an exclusive
agreement involving a number of hotel projects. The first hotel to be developed
by ALDAR Hotels and Hospitality under the agreement is a five-star,
Taj Hotels Resorts and Palaces won 2 prestigious awards at The 2008 World
Travel Awards: 1) Rajput Suite at The The Taj Mahal Palace & Tower, Mumbai
won India's Leading Suite. 2) Taj Lake Palace, Udaipur awarded India's Leading
Castle & Palace.

2009
Taj Lake Palace, Udaipur voted as the winner of the Editor's Choice Award 2008
for Gallivanter's Guide.
Taj Boston awarded 2009 Mobil Four-Star honors in recognition of its gracious
and efficient service and luxurious accommodations and public spaces.
Taj Hotels Resorts and Palaces introduces Kefi - the Mediterranean restaurant at
Taj Mount Road.
Taj Safaris open doors of its new luxury lodge, Banjaar Tola at Kanha National
Park from February 18, 2009.
Taj launches Vivanta by Taj in Maldives.
The Gateway Hotels has signed a management contract to set up a 125 room
hotel on a 16-acre prime location in Shirdi.
19

Rambagh Palace, Jaipur has been voted the Best Hotel in the World by Cond
Nast Traveller in the Readers Travel Awards for 2009 across travel and industry
categories, in the World Top 100. It also tops the list of 'Overseas Leisure Hotels
for Asia and the Indian sub-continent'. Scoring an overall 95.62, Rambagh
Palace has the 'best ambience/dcor' (98.12) and 'location' (96.5) of all hotels
in the category.

2010
The Umaid Bhawan Palace, Jodhpur has been voted the Hotel Of The Year by
the Gallivanter's Guide Editor's Choice Awards.
Taj Hotels Resorts and Palaces, one of Asia's largest and finest group of hotels,
and VICTORIA-JUNGFRAU COLLECTION, an exclusive hotel group
comprising four of Switzerland's leading luxury hotels have entered into a
strategic joint marketing alliance to develop cross-promotional opportunities for
both companies to harness each other's strengths in their respective markets.
Taj Hari Mahal, Jodhpur won the award in 'Hotel Providing Best Facilities for
Differently Abled guest' category. Chef Ananda Solomon, Executive Chef, Taj
President Mumbai and Corporate Chef Taj Group of Hotels along with Chef
V.K. Chandrassekaran, Executive Chef Taj West End, Bangalore has been
awarded as 'Best Chef in India' in the National Tourism Awards 2008-2009 by
The Ministry of Tourism, Government of India.
The Indian Hotels Company Ltd announced a new hotel in North-East India,
with the unveiling the foundation stone for Vivanta by Taj - Guwahati, Assam.
The Taj Mahal Palace & Tower, Mumbai announced the reopening of the
elegant and legendary Ballroom, in the iconic Heritage Wing of the property on
the March 30th , 2010.
Indian Hotels Company Limited has been recognised for its employment
engagement at the workplace and is one of the 25 organisations to win the
'Gallup Great Workplace 2010' awards announced by The Gallup Organization.
The Indian Hotel Company Limited was chosen by the Credit Suisse Research
Institute as one]

20

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VISION OF TAJ GROUP

Our vision is to lead and become the international benchmark in the
hospitality industry in india and in key regions of the world.
To dazzle and delight the customer with the highest quality of hotel
products,food and beverage experiences and above all exceptional service
standards.

22

MISSION OF TAJ GROUP

We strive for a happier, healthier tomorrow. We shall provide total
customer satisfaction and achieve leadership in chosen markets, products and
services across the globe, through excellence in technology, based on world-class
research and development.
Our human resources will continue to be the most valuable assest in this
pursuit of leadership and the driving force for our growth.
We are responsible to the society. We shall be good corporate citizens and
will be driven by high ethical standards in our practices.

23

TAJ PEOPLE PHILOSOPHY

You are an important member of the TAJ FAMILY.

We endeavour to select, retain and compensate the best talent in the
industry.
We reward and recognize quality customer care based upon individual
and team performance.
We commit to providing you with opportunities for continuous
learning and development.
We abide by fair and just policies that ensure your well being and that
of your family, the community and the environment.
We commit to regular and formal channels of communication which
nurture openness and transparency.
We strongly believe that YOU ARE TAJ

24

TAJ COMMUNITY DEVELOPMENT PHILOSOPHY

The Taj Group of Hotels is deeply committed to serving the community.
We recognize that the community is not just another stakeholder in our
business, but serving the community is central to the core values we adhere to in
the TAJ GROUP
We believe that being a good corporate citizen significantly enriches our
corporate purpose.
The TAJ GROUP expresses this commitment through programmes evolved
out of our core competency in hospitality management.
We further believe that serving people in the form of corporate volunteering not
only revives the spirit of learning in the organization, but more significantly
offers its transformational benefits to the employee.

25

TAJ ENVIRONMENTAL POLICY STATEMENT

The Taj Group of Hotels is committed to protect,conserve and restore our

natural environment for the benefit of present and future generations.
Towards this end it shall endeavour to: Set sound environmental objectives and targets ,and also integrate a
process of review as essential elements of the environmental initiative of
the group.
Comply with all applicable environmental laws and regulations.
Build, manage and maintain hotels, food service facilities and other allied
services to operate more efficiently and profitably using fewer resources
and generating minimal waste.
Continuously improve environmental performance and reduce
environmental impact of our activities.
Create environmental awareness among our employees, customers,
suppliers and the community at large.
This policy should be applicable to all facilities owned, managed and run by
THE TAJ GROUP OF HOTELS.

26

INTRODUCTION
TO
TAJ JAIMAHAL PALACE

TAJ JAIMAHAL PALACE ,Set amidst 18 acres of beautifully landscaped Mughal

gardens, this incomparable Palace dates back to 1745 A.D.
A masterpiece in the Indo Saracenic style of architecture, it blends spotlight-grabbing
opulence with tantalizing comforts that transport guests to a world of Rajasthan
magnificence.
It is located downtown close to the main shopping centre and historical monument.
At Jaimahal Palace, guests can step into a world that stirs the senses.

27

Research topic

WHAT IS RECRUITMENT
28

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