INTERIM REPOT

Of
Management Thesis II
Submitted in
Partial Fulfilment of
Post Graduation Course
In
Master of Business Administration

Submitted to: Submitted by:

Ms Kiran Balani Rakhi R Pillai
Faculty of Finance 8NBJD017
 MANAGEMENT THESIS TITLE

Training and development at any company in India

Industry Chosen: Hotel

Ajit Bhawan, Jodhpur

 Acknowledgement

It is my proud privilege to express my first word of gratitude to Hon’ble Maharaj

Suryaveer Singh Ji (M.D. Ajit Group of Hotels) for giving me valuable information regarding
training and development process at Ajit Bhawan. I owe my special debt of gratitude to Shri
K.M. Mathur, Administrative Officer/H.R. Manager, Ajit Bhawan for his valuable help and
guidance in the process of learning corporate skills.

I also owe a sense of gratitude to all the staff and employees of Ajit Bhawan and in addition
lastly have all admiration for my parents who have always provided me courage and confidence
in everything I do.

Ms. KIRAN BALANI my faculty guide INC Jodhpur is always there for the assistance and
directs me whenever I was in need of it. I am happy to get her guidance and her sharp
supervision on my Management Thesis II report.

I would like to give sincere thanks to all those who have helped me in some or other way for
preparation of my report.
 Table of content

Management Thesis Title

Acknowledgement

Executive Summary

Objective

Introduction

Research Methodology

Training and development, Importance ( A brief )

Training need analysis

Challenges Identified

Findings/Analysis

Suggestion

Swot Analysis

Conclusion

Annexure/ Questionnaire

Bibliography
 EXECUTIVE SUMMARY

Training plays a vital role in effective functioning of any company. The efficiency and
productivity of worker working in an organization not only depends upon the skills they
possesses or working environment, they are working in, but also depends upon the policy of the
company of providing training to the employees according to the demand of the job. There
remains a gap between the demand of the job and skills of the worker. This gap can be patch up
by delivering effective training and development programs. The workers get the better
opportunity to improve themselves and as a result to enhancement of the productivity of the
organization.

The objective of the project is to go into the details of “Training Need Analysis” at the Ajit
Bhawan. Here in this project I tried to find out the fields in which its employees need training.
Here it was a live project. A training calendar for the company will be prepared on the basis of
the findings of this project.

Consequently the ultimate goal of this project in HRD is to study and analysis the training need
in the way of measuring the development of trainees.

Research instruments approach used in this study was personal filling up of Questionnaire. Then
accordingly a study was made on the feedback given by respondents.

The data was collected through well structured questionnaires. About 30 employees were
considered for the sample size out of 180 employees. This survey was carried out in various
departments of the organization
 Objective

For every problem there is a research. As all the researches are based on some and my study is
also based upon some objective and these are as follows

• To understand the whole Training and development process

• To go into the details of “ Training need Analysis”

• To come out with conclusion and suggestion based on my studies

 INTRODUCTION

THE HOTEL INDUSTRY

Over the last decade and half the mad rush to India for business opportunities has intensified and elevated
room rates and occupancy levels in India. Even budget hotels are charging USD 250 per day. The
successful growth story of 'Hotel Industry in India' seconds only to China in Asia Pacific.

'Hotels in India' has supply of 110,000 rooms. According to the tourism ministry, 4.4 million tourists
visited India last year and at current trend, demand will soar to 10 million in 2010 – to accommodate 350
million domestic travelers. 'Hotels in India' has a shortage of 150,000 rooms fueling hotel room rates
across India. With tremendous pull of opportunity, India is a destination for hotel chains looking for
growth. The World Travel and Tourism Council, India, data says, India ranks 18th in business travel and
will be among the top 5 in this decade. Sources estimate, demand is going to exceed supply by at least
100% over the next 2 years. Five-star hotels in metro cities allot same room, more than once a day to
different guests, receiving almost 24-hour rates from both guests against 6-8 hours usage. With demand-
supply disparity, 'Hotel India' room rates are most likely to rise 25% annually and occupancy to rise by
80%, over the next two years. 'Hotel Industry in India' is eroding its competitiveness as a cost effective
destination. However, the rating on the 'Indian Hotels' is bullish. 'India Hotel Industry' is adding about
60,000 quality rooms, currently in different stages of planning and development and should be ready by
2012. MNC Hotel Industry giants are flocking India and forging Joint Ventures to earn their share of pie
in the race. Government has approved 300 hotel projects, nearly half of which are in the luxury range.
Sources said the manpower requirements of the hotel industry will increase from 7 million in 2002 to 15
million by 2010.

With the USD 23 billion software services sector pushing the Indian economy skywards, more and more
IT professionals are flocking to Indian metro cities. 'Hotel Industry in India' is set to grow at 15% a
year. This figure will skyrocket in 2010, when Delhi hosts the Commonwealth Games. Already, more
than 50 international budget hotel chains are moving into India to stake their turf. Therefore, with
opportunities galore the future 'Scenario of Indian Hotel Industry' looks rosy.
RAJASTHAN HERITAGE HOTELS

Rajasthan reflects everything that is majestic. The architectures are examples of royal richness. In no
other place visitors can find such exquisite heritage structures.

Most of the imperial palaces are still being used by the decedents of the royal families; but in few
cases some portion of the palaces have been converted into museum to give a succinct look of
the then royal lifestyle to the visitors.

Government has taken the initiative in tie up with the regal families to use the palaces as a part of
hospitality industry, as an attraction to the tourists visiting Rajasthan every year especially from
abroad. Rajasthan is buoyant with the maximum number of heritage hotels, with numerous forts,
palaces, houses as well as havelis that are being transformed into hotels.

Scattered athwart the state, staying at any of these heritage hotels, is more than just a run of the
mill holiday jaunt. The beauty of the heritage hotels is that once any visitor steps into the hotel
he becomes the personal guest of the royal family. The heritage hotels extend their own
exclusive services to the vacationer. Apart from that, the period fixtures, the frescos, the
chandeliers and the total decoration take the visitor into the long-gone epoch of the maharajas.
The visitors become really a majestic guest and enjoy every moment of time that they spend in
the heritage hotel. This in turn has given Rajasthan an edge over other states in India and
depending upon this the hospitality industry in the state is performing well. For visitors who
search for something else other than the typical star category hotel, Rajasthan heritage hotels
offer Royalty on a salver.

The heritage hotels could be found in Jaisalmer, Jaipur, Bikaner, Khimsar, pushkar, Jodhpur,
Udaipur, Kota, Samode, Dundlod etc.

Some of the renowned heritage hotels in Rajasthan are- Rambagh Palace, Jai Mahal Palace, Lake
Palace Hotel, Fateh Prakash Palace, Hotel Basant Vihar Palace, Hotel Lalgarh Palace, Umed
Bhavan Palace, Brijraj Bhawan Palace Hotel, Sukhdham, Palkiya Haveli etc. These heritage
hotels are affordable and render superb service that gives value for money.

Due to these heritage hotels the visitors from abroad rush to Rajasthan every year. The domestic
visitors also prefer to tour Rajasthan whenever they feel to enjoy a regal treatment.

The Railway Ministry has many schemes at its disposal for the visitors to enjoy the regal feel of
the heritage hotels in trains also while touring in Rajasthan.

Set in the serene desert of Rajasthan, Ajit Bhawan stands as on oasis of hospitality and warm
Rajput charm. Built exclusively for Maharaj Sir Ajit Singhji the younger brother of Maharaja
Umaid Singhji of the erstwhile Jodhpur state, Ajit Bhawan is vibrantly alive with the
personalized hospitality provided by the late Maharaja's family who still live here.
The doors of this truly traditional yet subtlety contemporary estate are open to you. Ajit Bhawan
offers you Old World elegance, with the modern comforts of a classic heritage hotel and the
essence of being a guest of the Maharaj's family. Every suite is unique with a distinctive feel of
the Raj. Antiques from various periods and photographs from the family archives create an
ambiance that suggests a private home rather than a hotel room. These suites have luxurious
marble bathrooms and all modern amenities.

Basic Facts

City: Jodhpur

State: Rajasthan

Location: Near Circuit House, Jodhpur, Rajasthan, India; 3 kilometers from the airport

Rooms: 81 Rooms

History:

Ajit Bhawan Palace in Jodhpur is a magnificent mansion built by Maharaja Ajit Singhji
 Maharaja Ajit Singhji Maharaja Suryaveer Singhji

Of Jodhpur. The palace had been the home to the Maharaja at one point of time. Like all other
mansions built by Maharaja Ajit Singhji of Jodhpur, this huge mansion also allures you with its
royal appeal and unmatched sophistication. Following the latest trends, this royal palace has
been transformed into heritage hotel at present, but still now, a part of this palace is occupied by
the royal family. This one is believed to be India's first heritage hotel

All the Maharajas of Jodhpur lived and they ruled from the Jodhpur Fort, the Meharangarh.
Around a hundred years ago the Maharaja of Jodhpur decided to build a palace called the Umed
Bhawan Palace. His younger brother Maharaj Ajit Singh who was the Prime Minister of the
state was allotted space to make his home. The Ajit Bhawan was designed by an English
architect and was executed in the Jodhpur stone.

Incorporating the traditional style of gardens the building was proportionately built with two
floors in mind. The high ceiling ground floor had a mezzanine section regulating cool air
circulation and keeping the rooms cool from the scorching sun in the summer. The Zennana or
the woman’s chambers were on the first floor. The gates to this section of the Ajit Bhawan
Palace were guarded by specialized and trained units. The chances of men wandering in the
section of the house were so slim that ladies would comfortably float effortlessly without a veil,
in spite of the decorum of strict Parda. (a custom where the veil hides the face).

A bell would sound alarming all to clear, when Rani Ajit Singh would head down the grand
staircase to the lady's porch, which had huge swinging doors that would come close once the
Buick would be parked for her Highness.

The main courtyard was a meeting place for a local dignitaries and people from the villages. The
jails, stables, a temple and our own well were part of the right wing of the house. On the left
wing there was a orchard and in the front of the house the large gardens.

The roof of the house has interesting latticework and if interconnected two staircases that once
led to the ladies wing of the house.

Accommodation:

Ajit Bhawan offers you the promise of a wonderful holiday where you will be greeted with a
heart warming welcome and experience the very best of class, style and comfort. There are 81
rooms at Hotel Ajit Bhawan.

All the rooms have telephone, TV, Mini bars, Air conditioning, Wi-Fi, Electronic Safe,
Tea/Coffee Makers, and Hair Dryers.
Dining:

Dining at The Ajit Bhawan is an occasion by itself. Our smorgasbord of gourmet restaurants is
your ticket to sampling tasty treats from around the world. Delicious and traditional flavors are
carefully prepared for the evening dinner. For lunch and breakfast you also have a choice of
ordering from the house menu.

The well laid mutlicuisine restaurant at the royal chamber offers delectable dishes from Indian,
Marwari and Rajasthani cuisines.
Business and Banquets:

Superb Conference and banquet facilities are available at hotel Ajit Bhawan. The meeting rooms
and boardrooms at Ajit Bhawan Palace are finely appointed with all the necessary modern
electronic equipments. Arrangements are made to handle large-scale business seminars and
meetings.

Recreation and Other Facilities:

The Ajit Bhawan has:

Seventeen Luxury Suites

Eight Luxury Rooms

Ten Luxury Tents

Twenty-five Executive Rooms

Ten Deluxe Rooms

That is unique with a distinctive feel of the Rajasthan. Antiques from various periods and
photographs from the family archives create an ambiance that suggests a private home rather
than a hotel room. All the Rooms have a luxurious touch along with all modern amenities.

It offers specially equipped meeting & conference room, royal & serene surroundings, venues,
variety of cuisines, special themes for corporate and events meetings.
 Specially equipped meeting & Conference room

Lawn for up to 300 guests

Indian, Continental & Rajasthani cuisine for catering events

Theme parties

Cultural shows

Royal and serene surroundings

The Ajit Bhawan offers guests every opportunity to relax and recharge either in
the Ajit Spa, in the Gym or in the Swimming Pool.

RECEPTION BAR

VINTAGE CARS DELUX BATHROOM

 SWIMMING POOL GYM

Hotel Services: Lavish swimming pool, spa, health centre, travel desk, money exchange,
laundry & dry clean, car rental, village safari, desert safari, concierge, internet & e-mail,
shopping arcade, folk dance & music, doctor on call, airport transfer, fleet of vintage car,
conference facility, Wi-Fi, J bar & restaurant.

In-Room Facilities: Safe deposit lockers, 24 hours room service, mini bar, tea-coffee maker,
hair-dryer, direct daily facility.

City Information:

Jodhpur, the second largest city in Rajasthan, is a very popular tourist destination in India.
Jodhpur is replete with many beautiful palaces, forts and temples, against a stark, dramatic,
scenic desert landscape. Jodhpur is better known as the "Sun City" for the sunny weather it
enjoys round the year. Weather in Jodhpur, is dry and hot, a typical desert weather. The average
annual rainfall is approximately 32 cm. In summer the maximum temperature is around 42 deg
C and the minimum is around 37 deg C. In winter, the maximum temperature is around 27 deg C
and the minimum temperature is around 15 deg C. Jodhpur is bright & sunny throughout the
year.

Delhi

Jaiselmer

JODHPUR

Udaipur

The Rawla Narlai

Rawla Narlai, situated in Rajasthan midway between Jodhpur & Udaipur, is a 17th century "villa" with
26 exquisite rooms renovated over the last decade.

Rawla Narlai, now a heritage hotel, is located in the heart of a typical Rajasthan village bustling
with activity and bursting with color. The Rawla (fortress) however is an oasis of serenity
and offers a splendid view of a gigantic [350 ft high] single rock of granite dotted with caves and
temples, crowned by a statue of a white elephant - proud guardian to the open desert on one side
and the crumbling Aravali hills on the other.

Maharaj and Rani Swaroop Singh and their sons were personally involved with the careful
reconstruction and restoration of this one-time hunting lodge, with the focus on aesthetics,
comfort, and atmosphere that will titillate your senses. Comfortable rooms with modern
bathrooms blend with the ancient way of Narlai, offering a warm and homely atmosphere. The
charming rooms echo the past, enhancing your experience.

This 17th century fortress which became an enchanting hunting lodge was gifted by Maharaja
Umaid Singhji of Jodhpur to his younger brother Maharaj Ajit Singhji. Two decades
later, Maharaj Swaroop Singh, his son, together with his wife Rani Ushadevi under took the
project to restore this exotic villa to its true origins. The villa was later converted into this
exclusive heritage hotel, with carved pillars, murals and covered varand as that add to its rustic
charm.

Maharaj and Rani Swaroop Singh and their sons were personally involved with the careful
reconstruction and restoration of this one-time hunting lodge, with the focus on aesthetics,
comfort, and atmosphere that will titillate your senses. Comfortable rooms with modern
bathrooms blend with the ancient way of Narlai, offering a warm and homely atmosphere. The
charming rooms echo the past, enhancing your experience.
Accommodation:

Comfortable rooms with modern bathrooms blend with the ancient way of Narlai, while offering
a warm and homely atmosphere. For the more adventurous traveler, "Luxury Tents" provide a
unique experience for those who want to experience a Rajasthan Caravan.

Wake up to the sounds of this 17-century village, and take in the spiritual energy from the
invigorating air descending from the Shiva Temple, lodged deep in a primal cave high on the
hill. After breakfast, we encourage you to feed the harmless monkeys, if they come down the
hill, as a token offering of prayers to Lord Hanuman. The 24 rooms within this luxurious
ambience have the most modern amenities – a blend of contemporary comfort with traditional
elegance.

The step-well is an ancient treasure and dinners in the evening can take you back to the mists of
time. During their outings in the jungle Rawla Narlai was once a private escape for members of
the family, and occasionally the step well was the meeting place after a hectic day outdoors.
 LUXURY TENTS

RESEARCH METHODOLOGY
Research can be defined as “a scientific and systematic search for pertinent information in any branch of
knowledge’. It is the pursuit of truth with the help of study, observation, comparison and experiment.
Research is, thus, an original contribution to the existing stock of knowledge making for its advancement.
OBJECTIVES OF RESEARCH

Research inculcates scientific and inductive thinking and it promotes the development of logical habits of
thinking and organization. The purpose of research is to discover answer to question through the
application of scientific procedures. The main aim of research is to find out the hidden truth, which has
not been discovered yet. Though each research study has its own specific purpose, we may think of
research objectives as falling not a number of following broad groupings:

· To gain familiarity with a phenomenon or to achieve new insights into it (Exploratory or formularize
research studies)

· To portray accurately the characteristics of a particular individual, situation or a group (Descriptive

research studies)

· To determine the frequency with which something occurs or with which it is associated with something
else (Diagnostic Research Studies)

· To test a hypotheses of a casual relationship between variables (hypothesis testing research studies)

· This research is an amalgamation of both formularize as well as descriptive Research, as it reflects on

the present satisfaction level of the employees at Strides Arcolab regarding the various training and
development programmes being conducted here. In the process, it also aims to collect more detailed
information on the subject of training and development itself

RESEARCH APPROACHES

There are two basic approached to research, quantitative approach and the qualitative approach. The
former involves the generation of data in quantitative form, which can be subjected to rigorous
quantitative analysis in a formal and rigid manner. This approach is further sub-divided into inferential
approach is to form a database form which to infer characteristics or relationships of a population. This
usually means survey research where a sample of population is studied to determine its characteristics and
it is then inferred that the population has the same characteristics. Qualitative approach to research is
concerned with subjective assessment of attitudes, opinions and behavior. Research in such a situation is
a function of researcher’s insight and impressions. Such an approach to research generates results either
in non-quantitative form or in the form, which are no subjected to rigorous quantitative analysis.

This research follows both the inferential quantitative and qualitative approach. The questionnaires
circulated to collect the relevant information have been analyzed ion the basis of rating given to each
question and then, aggregate of the rating of all the questions of a group has been taken to find out the
percentage of each response to that group.

RESEARCH PROCESS FOLLOWED:

Research process consists of a series of actions or steps necessary to effectively carryout research and the
desired sequencing of these steps. The various steps involved in a research process are not mutually
exclusive, not are they separate or distinct. However, the following order concerning various steps
provides a useful procedural guideline regarding the research process and has been used to carry out this
research:

FORMULATING THE RESEARCH PROBLEM:

At the very beginning the researcher, singles out the problem, he / she wants to study in specific terms.
Here, for this purpose and extensive study of available literature was done.

The training and development policies were studies from the personal manual as well as some
information brochures made available by the training department at the Ajit Bhawan. No literature was
available of any study conducted earlier on a similar topic. The subject matter related to the topic.
“Training need analysis” was also examined from the available literature i.e. books, manuals etc. by this
review the extent of available of the data of other materials was known and this led to a specification of
the problem in a more meaningful context.

After specifying the problem, a synopsis was submitted to the company for approval.

REPAIRING THE RESEARCH DESIGN:

The function of research design is to provide for the collecting of the relevant information and data with
minimal expenditure of effort, time and money. But the way of achieving all this depends mainly on the
purpose of the research. Here, the purpose of the study is both exploration and description

THE MEANS OF OBTAINING INFORMATION:

In this research case, a structured questionnaire was used with close-ended questions. The time available
for research 45 days and for the completion of this research, the time limit was 60 days.

DETERMINING SAMPLE DESIGN:

A sample design is a definite plant for obtaining a sample from the given population. It is determined
before the data is collected.
Steps in sampling design:

Population: All items under consideration in the field of enquiry, in this case, the Employees of the Ajit
Bhawan.

Sample: The respondents that have been selected for the purpose of the study

Sampling unit: the individual unit of the selected sample

Sample frame: this contains the list of all the items of the universe. For this project, the employee lists
of the Ajit Bhawan are the sample frame.

Size of the sample: this refers to the number of items selected from the universe to constitute the sample.
For the purpose of this study, a sample size of 30 was taken which is approximately 20% of the
population.

DIFFERENT TYPES OF SAMPLING DESIGNS:

Non-probability sampling: It is the sampling which does not offer any basis for estimating the
probability that each item in the populations has of being included in the sample deliberately; his/her
choice remains supreme. The organizer of the study deliberately chooses the particular units of the
universe for constituting a sample on the basis that the small mass that they so select out of huge one will
be typical or representative of the whole.

Probability sampling: Under this sampling design, every item of the universe has an equal chance of
inclusion in the sample.

Sample random sampling: This design involves the use of lottery system or the random tables for the
selection of the sample. Random sampling ensures the law of statistical regulatory i.e., the sample has the
same composition and characteristics as the universe.

Systematic sampling: When the sampling is done by selecting every item on the list, it is known as
systematic sampling. An element of randomness is introduced by using random numbers to pick up with
which to start.

Stratified sampling: If the population from which the sample is to be drawn does no constitute a
homogenous group, stratifies sampling techniques is generally applied in order to obtain a representative
sample. Under this population is divided into several sub-groups that are individually more homogeneous
the total population and then items are proportionally selected to constitute the sample.
Quota sampling: In stratifies sampling, the cost of taking random samples from individual strata is often
so expensive that interviewers are simple given quota to be filled from different strata’s the actual
selection of items for sample being left to the interviewer’s judgment. This I scaled quota sampling. The
size of the quota for each stratum is generally proportionate to the size of that stratum in the population.

Cluster sampling: This sampling involves grouping the population and then selecting the groups or the
clusters rather than individual elements for inclusion in the sample.

Area sampling: under area sampling, the total area is first divided into a number of smaller non-
overlapping areas, generally called geographical clusters. Then, a number of these smaller areas are
randomly selected and all units in these smaller areas are included in the sample.

Multi stage sampling: a further development of the cluster sampling this technique is meant for big
enquiries extending to a considerably large geographical area like a country. Under this sampling, the
first stage may be to select large primary sampling units such as the states, then districts, then towns and
finally, certain families within the towns. For the purpose of acquiring the related information for the
project a sample of size of 30 was chose by applying the quota sampling technique. The size of the
sample of each grade of employee was proportional to its strength in the total populating. The sample
covered all grades of employees.

Execution of the Project:

This is a very important step in the research process. If the execution for the project proceeds along the
correct lines, the data to be collected would be adequate and dependable. Hence it was necessary to see to
it that the project proceeds in the right direction and in the fight manner within the time limits. The
respondents were made aware of the purpose of the project and the probably benefit of expressing their
frank views. The introduction accompanying each copy of the questionnaire made the things even clearer
and ensured the required response.

Training and Development

Every organization needs to have well- trained and experienced people to perform the
activities. If the current or potential job occupant can meet this requirement, training is not
important. But when this is not the case then it becomes necessary to raise the skill levels and
increase the versatility and adaptability of employees. Inadequate job performance or a decline in
productivity or change resulting out of job redesigning or a technological break-through requires
some type of training and development efforts. As the job becomes more complex the
importance of employee’s development also increases. In a rapidly changing society, employees
training and development is not only an activity that is desirable but also an activity that an
organization must commit resources to if it is to maintain a viable and knowledgeable work
force.

In every organization appropriate training program is very necessary to achieve the

training objective. A training policy represents commitment of top management to employee
training. It consists to rules & procedure concerning depends on best training policy in the
company. Hence we can say that an ideal training program indicate the intention of the company
to develop its employee. A good training policy therefore should be conducted to accelerate the
growth of employees in organization.

Worker must be trained to operate machines, reduce scrap & avoid accidents. It is not
only the workers who need training. Supervisor, manager and executive also need to be
developed in order to grow and acquire maturity of thought and action.

Training & development is an ongoing process in any organization. It is any attempt to

improve current or future employee performance by increasing employee’s ability to perform,
usually by changing his attitudes and skill towards work.

IMPORTANCE OF TRAINING

Training is the cornerstone of sound management as its makes employees more

effective and productive. It is actively and intimately connected with the personnel managerial
activities. It is an integral part of the whole management.

Training is a practical and vital necessity because apart from the other advantages, it
enables employees to develop and rise within the organization and increases their “market
value”, earning power and job security. Training moreover, increases the morale of the
employees , for it help in reducing dissatisfaction, complaints, grievances , absenteeism and
reduces the turnover rate. Further , trained employees make a better and economical use of
material and equipment, therefore wastage and spoilage are lessened and need for constant
supervision is reduced.

In other word effective training has following advantages:-

 Increases the knowledge, skill and attitude of the employees.

 Increased job satisfaction and morale among employees

 Increased employee motivation

  Increased efficiencies in processes, resulting in financial gain

 Increased capacity to adopt new technologies and methods

 Increased innovation in strategies and products

 Reduced employee turnover

 Enhanced company image, e.g., conducting ethics training

 Risk management, e.g., training about sexual harassment, diversity training

All the above will lead to

 Increasing Profits: - As the employees know how to do their work in the

right way, will lead to decrease in cost and increase in profits.

 Reducing Employees Turnover: - As the employees know how to do their

work in order to achieve the organizational will lead to less anxiety and

increase in loyalty.

 Increasing Customer Loyalty :- As the customers are getting the product at the right
time and according to their demand will lead to customer loyalty and will help in gaining
new customers as well.

To achieve all this requires not only active participation from the organization but also
the faculty members and the employees.
 TRAINING NEED ANALYSIS

Theory
Training needs (TNA), if done properly, provides the basis on which all other training activities can be
considered. Also requiring careful thought and analysis, it is a process that needs to be carried out with
sensitivity.

Within the identification and analysis of these ‘need’ the actual nature of the need must be defined. A
‘need’ is not a ‘want’. Identification of an individuals needs has been a result of the question ‘what’ sort
of training do you want? Effective training and development in an organization depends on the need for
the improvement of human performance being identified and satisfied by the provision of appropriate
development opportunities. ‘Wants’ can frequently be ‘need’, but the analyst must be certain of the value
of any aspect raised and eventually provided.

TNA is as important in the training process as the training itself and subsequent evaluation. Training
need Analysis (TNA) is the examination or diagnostic portion of the training system, the symptoms that
TNA examines are often referred to as perceived performance deficiencies. A perceived performance
deficiency exists when there is a difference between expected and perceived job performance.

Advantages of TNAs

It pinpoints the problems

 It identifies the size of the problem
 It identifies the scale of the need
 It indicate the type of solution
 It provides training objectives

Disadvantages of Training Need Analysis

 It needs a skilled expert to judge the need of training.

 It is a time consuming process.

Objective

After the completion of this study we would have an idea regarding the following points:
 • Able to find the gap between job requirement and employees skill set
• Need of providing a particular type of training to trainees.
• To meet the learning requirement of employees
• Which training will retain our employees in future?
• Obtaining output up to the mark.

• Problems faced by the employees during their work.

Sources of data

Sources of data can be put into the two general categories of being primary and secondary data.

A primary data source is something that originates from first hand knowledge of the person. A
primary data has been collected by the researcher for the first time. A secondary data source is
one that is second hand. It is one that makes available data that were collected by some other
agency earlier.

In this project only primary data had been used as a source of data. For primary data, the
employees in different departments were supplied with the structural questionnaire and collected
after directly filled in by the respondents. Apart from filling the questionnaire, personal
interviews were also made. The secondary data had not been used in this project.
Determination of sample
a) Sampling – Sampling refers to the process of obtaining information about the entire
population by examining only a part of it. There are two requirements of good sampling
procedure. First, a sample must be representative. Second, it must be adequate.
b) Sample size – The size of the sample accepted generally is 1/6th of the

total population. But size varies from situation to situation and with the researcher’s satisfaction. The
sample size is the true representative of the universe. Because of the limited time factor and for
convenience, sample size is 30 employees.

c) Sampling Method – The non probability sampling method is adopted for selecting the
respondents among the various department..
In non probability sampling, there is no way of estimating the probability that each unit will be
included in the sample and that every element has the equal chance of being included. The
selection of units is based on the judgment of the researcher, was selected.

The method used was purposive sampling or judgmental sampling. These terms indicate
selection be design – by chance, not by chance. Such a method requires a deep and thorough
knowledge of the universe and a good deal of experience on the part of the sampler. Such type
of sampling was possible because of my guide, who already had the necessary required
knowledge about the employees, which made it easier to recognize items in the universe.

Collection of Data

Phase 1

Designing of questionnaire -
Relevance and Accuracy are the two basic criteria a questionnaire must meet if it is to fulfill a
researcher’s purpose. A questionnaire is relevant if no unnecessary information is collected.
Accuracy means that the information is reliable and valid. Obtaining accurate answers from the
respondents depends strongly on the researcher’s ability to design a questionnaire that will
facilitate recall and motivate respondents to cooperate. When questions are not lengthy, difficult
answers or ego threatening, there is a higher probability of obtaining unbiased answers.

Much labor and care was taken in designing the questionnaire to maintain brevity and accuracy.
The number of questions was only five. The questions were such that evoked accurate desired
responses – that contained the information sought. The questionnaire was in a structured format
in which the questions asked from the respondents were very precise and concisely stated in
advance, thus maximizing standardization.

In order to design a good questionnaire all relevant books and literature on the subject were
consulted. All the available articles and research works were taken into account.

Exploratory discussions with my guides, who had intimate knowledge of the subject, helped me
never lose sight of the hypothesis to be tested. Care was taken to relate all the questions
intimately to the final objective of the investigation.
Reasons for selecting questionnaire as the data collection technique –
It is relatively mode of data collection. It covers wider geographical areas at a relatively low cost
per subject receives an identical questionnaire. It enables the respondent to answer questions
perhaps those of personnel or embarrassing nature more willingly and accurately. It can be
answered at the convenience of the respondent.
The questionnaire was developed on the basis of following aspects:-

- Length of service of an employee in the hotel

- Job Profile
- Level of customer interaction
- Problems faced during the job
- Technical problems
- Trainings attended in the past
- Training requirements
- Career development

When planning was completed the survey moves into the field and undertook the fieldwork, that
is, distribution and collection of facts. The total number of questionnaire distributed was 30.

Phase 2

Data capture - Interview: -

The responses were unsatisfactory, so interviews were organized with the employees based on
the collected data.
Interview is a process of social interaction between the interviewer and the interviewee.
Interviewer stimulates the informants by asking questions. At the time of interviewing
researcher watch the behavior, record statements, observe the concrete results of the informants
and collect information for the subject matter of the investigation.
The interview process was for only those employees whose questionnaire contains incomplete
data entry.

Phase 3
Meeting with HOD: -
The questionnaire and interview technique gave the training needs at an individual level. But the
training need analysis was done both at individual level and department level.
Thus the meeting with HOD was organized to understand training needs for the department. The
meeting with HOD was very fruitful in finding out the training needs. It added necessary
information in data collected through interviews and questionnaire technique.

Phase 4

Analysis:–
Researcher must breathe life into the cold data by skillful analysis and hence he need to follow
certain preliminary steps – editing, classifying and coding of data.

The contents of data obtained in a survey were carefully checked for any possible
inconsistencies. Then came the careful content analysis – the data was then coded and tabulated.
Finally the coded data was interpreted to reach a final conclusion.
Process summary

Phase 1 Determine business objective --- agree scope, goal, and objective & evaluation plan

Discussion with HOD

Designing of questionnaire

Sample data capture

Skill gap analysis on basis of capture Satisfaction level low sample data

Satisfactory
Phase2 Data capture – Interview & test

Skill gap analysis

Report on data collected

Phase3

HR Evaluation Not satisfactory

Final report (till phase3)

Phase4

Resource gap analysis

Phase5 Recommendation on bridging knowledge and gap
CHALLENGES IDENTIFIED
Questionnaire was used as a measure of data collection for the study. Everybody did not respond
to the questions properly. Some respondent misinterpreted the questions, omitted essential items,
and gave answers casually, which could not be tabulated.
This technique does not provide a check on the honesty and reliability of replies, if the
respondent gives replies, the investigator cannot know what the truth is.
This technique was inappropriate when spontaneous answers were wanted; where it was
important that the views of one person was only obtained, uninfluenced by the discussion of
others; and where questions resting a person’s knowledge were to be included. The major reason
for non – response was that respondent may refuse to fill the questionnaire. This is a hard core
reason no matter how much effort one put in completing the returns; a source of bias always
persists.

At one stage in this technique the response rate being very low, I was left in a dilemma whether
the return can be generalized to the whole population or they merely represent the characteristics
of the people who have returns the questionnaire.

Despite these challenges, the data collection exercise was enriching, fulfilling and enjoyable.
 FINDINGS AND ANALYSIS

Sample Size: 30 employees were considered.

CHART NO 1

SHOWING ABOUT THE EXTENT OF KNOWLEDGE REGARDING JOB

Knowledge of the job you perform

Very
Ratings poor Poor Good Very good Excellent

No. of respondents 0 4 23 3 0

Knowledge of the job you perform

25
No. of respondents

20

15
Series1
10

0
Very poor Poor Good Very good Excellent
Ratings
Concept

Knowledge regarding the job is must for any employee who is performing it. This could motivate them
and develops confidence in handling various kinds of related jobs.

Analysis

From the above chart, it is found that 87% of the respondents say that they have knowledge to a great
extent, while 13% says that they are moderately aware about this.

Interpretations

From the above analysis, it is found that the majority of the respondents are of the opinion that the
possessing good job related information and rest too are supporting for this.

Hence, we should keep are induction program as it is.

CHART NO 2

SHOWING THE TYPES OF PROBLEMS FACED BY EMPLOYEES

Problems faced while working

Problems Communication Technical Non-technical Soft Skill

No. of Respondents 16 4 3 7
 Problems faced while working

18
No. of respondents

16
14
12
10
No. of Respondents
8
6
4
2
0
Communication Technical Non-technical Soft Skill
Problems

Concept

Employees face a number of problems while performing the duty at office, these problems directly affects
the output of an organization. Hence it is mandatory to keep a proper check of all problems faced by
them.

Analysis

From the above table it is found that 83% of the respondents says that they face problems related to
communication, whereas 7% quotes as technical problem and 10% for non-technical problems. And 13%
are of the opinion that it is average.

Conclusion

From the above analysis, it is found that the majority of the respondents are of the opinion that they are
facing problems in communication, soft skills and technical and non-technical skills.

So a proper training program must be developed which would cover all these areas of study.
CHART NO 3

SHOWING TYPES OF TRAINING, WHICH EMPLOYEES HAVE SUGGESTED.

TYPE OF TRAINING YOU EXPECT FROM PATRIKA

Marketing computer Telephonic

Training communication skills knowledge etiquettes

No: of
respondents 7 4 8 11

Trainig expected
No of respondents

12
10
8
6 No: of respondents
4
2
0
co m co Te
m ar m l ep
m ke pu
un t in te h on
i ca g r kn i c
t io sk et
i lls o w iq
n le ue
dg .. .
e
Name of training

Concept

Training needs identification detects and specified the training and development needs of individuals
within organization and of the organization as a whole.

Analysis

From the above table it is found that 36.6% of the respondents says that they need training in telephonic
etiquettes, whereas 13.3% quotes for the technical training and 26.6% for require training in marketing
skill. And 23.35% are of the opinion of getting training in communication skills.
Conclusion

From the above analysis, it is found that the all the employees are in favor of getting training of their
choice which are mentioned in the graph.
 CHART NO 4

SHOWING THE TRAININGS ATTENDED EARLIER BY THE EMPLOYEES

Kind of training attended earlier

Problems Telephonic etiquettes Change management Time Management

No. of
respondents 13 7 10

TRAININGS ATTENDED EARLIER

NO: respondents

15
10
5
0
Telephonic Time Change
ettiquettes management management
Types of training

Concept

The kinds of trainings attended earlier are equally required for deciding the type’s trainings to be decided
in future. This will also throw light on the type of trainings been provided by other organizations as well.

ANALYSIS
From the above table it is found that 37% of the respondents says that they had attended training in
telephonic etiquettes whereas 23% are saying that they had done training in change management and
about 40% say that have already undergone for time management.

Conclusion

From the above analysis, it is found that the majority of the respondents have attended training in
Telephonic etiquettes. Hence we may conclude that this is an important subject to be kept in mind while
preparing the training program in future.

CHART NO 5
 SHOWING THE EXTENT OF KNOWLEDGE REGARDING THE CUSTOMER
RALATIONSHIP MANAGEMENT

Extent of customer relationship knowledge required

to great to an to some
Rating extent extent extent not at all

No of
respondents 9 7 9 5

extent of knowledge regarding customer

relationship
no of respondents

10

6
No of respondents
4

0
to great to an extent to some not at all
extent extent
ratings

Concept
For getting the new customer and retaining is the biggest challenge before any service based industry, so
to what extend one need to understand his customer depends totally upon the job profile of a trainee.

Analysis

From the above table it is found that 30% of trainees are in the favor of saying that they have a great
knowledge regarding the customer relationship management, whereas 23.3% are feeling that they have
this knowledge to some extent. But there are about 30% of trainees accepting that they have this
knowledge to some extent only and rest 16.65 accepts that they have nil knowledge regarding this..

Conclusion

From the above analysis it is seen that everybody is accepting unanimously that customer is king and we
must be adapting ourselves according to the need of customer. A detailed training must be give on
customer relationship management

CHART NO 6

SHOWING THE DEGREE OF AWARNESS REGARDING THE CRITERIA FOR SELECTION

FOR THE TRAINING

Awareness regarding the criteria of selection for selection for training

yes, I know to some

Rating know extent need to know

no of
respondents 7 10 13
 AWARNESS REGARDING THE TRAINING

14
12
No: of respondants

10
8
6
4

2
0
yes,I know know to some extent need to know
KNOWLEDGE

Concept

Before going for any kind of training it is required that the trainee and trainer both are aware of the
criteria of selection for a particular type of training.

Analysis

From the above table it is clear that 43% of the trainees are willing to know about the criteria of selection,
where as 33.33% have a little knowledge of this, rest 23.33% are saying that they are thorough with the
criteria.

Conclusion

Getting training is a factor of motivation among the employees. Hence, it must be made clear to the
trainees when they are called upon for the attainment of training

CHART NO 7
 SHOWING THE NEED FOR TEAM BUILDING TRAINING

Showing the satisfaction level while working in a team

Highly Satisfie Moderately

Level satisfied d satisfied Not satisfied

Responses 5 3 15 7

satisfaction level while working in team

16
14
No of respondants

12
10
8
6
4
2
0
Highly satisfied satisfied moderately satisfied Not satisfied
level of satisfaction

Concept

The performance of the employees is directly dependent on the comfort level and confidence they possess
while working in a group.

Analysis

From the above graphs it is seen that 50% of trainees are satisfied while working in a team, while 16.6%
are highly satisfied, 10% are satisfied to some extent whereas 23.3% still are not at all satisfied.

Conclusion

Keeping in the mind 23.3% unsatisfied trainees we must give training to our employees on “team building
CHART NO 8

Extent to which you get your customer while you interact with them on phone

Extent to which you get your customer while interacting with them on phone

get in first ask them to

rating talk repeat did not get them

No of
respondents 12 8 10

level of getting understanding customers on phone

14
12
no: of respondants

10
8
6
4
2
0
get in first talk ask them to repeat did not get them
Rating

Concept

Knowledge regarding the extent to which you are getting your customer is must for an organization.

Analysis

It is seen that 40% of trainees are getting their customer at first talk itself whereas 33.3% are facing
problem while interacting with the customers.
Interpretation

Trainees need to be trained in telephonic etiquettes.

CHART NO 9

SHOWING THE DIVISION OF TASK DONE BY AN INDIVIDUAL FOR HIMSELF

Regarding the division of the task ,whether it is in accordance of job description

Highly Moderately
Rating satisfied satisfied satisfied not satisfied

no of
respondents 10 4 7 9
 DIVISION OF TASK MANAGEMENT

12

10
no of respondants

0
Highly satisfied satisfied moderately satisfied not satisfied
satisfaction level

Concept

While working in an organization, how an individual divides his task and how he meets his given target
also is a part of training under time management.

Analysis

It is observed that 30.3% of trainees are well equipped with the task of time management according to the
job profile they have. But rest of the strata is either moderately satisfied or not satisfied.

Interpretation

We need to provide training to our employees in time management.

CHART NO 10
SHOWING THE REWRD LEVEL FOR CREATIVE THINKING

Had you ever been awarded for the creative thinking

Rating Yes No

responses 12 18

level of rewards regarding the creative thinking

20
18
16
Noof respondants

14
12
10 responses
8
6
4
2
0
yes no
acceptance level

Concept

In newspaper based industry, creative thinking and giving innovative ideas are of great importance.
Therefore a survey must be carried on this.
Analysis

40% are in favor of getting rewarded regularly whereas 60% accepts that they need to be trained for this.

Interpretation

Employees need to be trained with creative thinking ideas. How the ideas are generated.
 SUGGESTIONS

With the above analysis it was found that we need to have different training systems for different levels in
the organization. Consequently following suggestions could be taken into consideration:

TRAINING STRUCTURE FOR THE ORGANISATION

1. Expert talks

2. Team building

3. Time Management

4. Communication

• Written

• Verbal

• Body language

5. Telephonic etiquette

6. Customer relationship Management

7. Computer/IT training

• Basics

• MS office

• Internet

8. Technical skills

9. Creative thinking & innovation.

 10. Change relationship Management.

11. Creative problem solving

12. Employee motivation

SWOT ANALYSIS

To find out the present status of this industry strength, weakness opportunity and threat (SWOT) analysis
is mental. This will help us in understanding this industry and also identify the weak spots

S.W.O.T ANALYSIS OF AJIT BHAWAN

STRENGTHS

 A very wide variety of hotels is present in the country that can fulfill the demand of the tourists.

 There are international players in the market such as Taj and Oberoi & International Chains. Thus,
the needs of the international tourists’ travelers are met while they are on a visit to India.

 Manpower costs in the Indian hotel industry is one of the lowest in the world. This provides better
margins for Indian hotel industry.

 India offers a readymade tourist destination with the resources it has. Thus the magnet to pull
customers already exists and has potential grow.
WEAKNESSES

 The cost of land in India is high at 50% of total project cost as against 15% abroad. This acts as a
major deterrent to the Indian hotel industry.

 The hotel industry in India is heavily staffed. This can be gauged from the facts that while Indian
hotel companies have a staff to room ratio of 3:1, this ratio is 1:1 for international hotel companies.

 High tax structure in the industry makes the industry worse off than its international equivalent. In
India the expenditure tax, luxury tax and sales tax inflate the hotel bill by over 30%. Effective tax in
the South East Asian countries works out to only 4-5%.

 Ony 97,000 hotel rooms are available in India today, which is less than the Bangkok hotel capacity.

 The services currently offered by the hotels in India are only limited value added services. It is not
comparable to the existing world standards.

OPPORTUNITIES

 Demand between the national and the inbound tourists can be easily managed due to difference in the
period of holidays. For international tourists the peak season for arrival is between Septembers to
March when the climatic conditions are suitable where as the national tourist waits for school
holidays, generally the summer months.

 In the long-term the hotel industry in India has latent potential for growth. This is because India is an
ideal destination for tourists as it is the only country with the most diverse topography. For India, the
inbound tourists are a mere 0.49% of the global figures. This number is expected to increase at a
phenomenal rate thus pushing up the demand for the hotel industry

THREATS

 Guest houses replace the hotels. This is a growing trend in the west and is now catching up in India
also, thus diverting the hotel traffic.
 Political turbulence in the area reduces tourist traffic and thus the business of the hotels. In India
examples of the same are Insurgency in Jammu Kashmir and the Kargil war.

 Changing trends in the west demand similar changes in India, which were difficult to implement due
to high project costs.

 The economic conditions of a country have a direct impact on the earnings in hotel industry. Lack of
trained man power in the hotel industry.

CONCLUSION
 A detailed training must be provided to the employees in following areas:
• Team spirit
• Telephonic etiquettes
• Regional language
• Technical knowledge,
• Time management
• Creative thinking.
 The duration of the Training program should increase.
 The employees should be made aware of the criteria for selection and they should be aware of
the objectives of training when being selected.
 Ajit Bhawan is a hospitality based industry, so it must take a due care in customer relationship
management.
 Training should be more relevant to the job and need contribute to trainee’s knowledge to the
fullest extent.
ANNEXURE

Department Reporting to:

Name: Position:

Length of services: Contact No:

Total experience: Last Qualification

1) What are the duties you perform everyday?

2) What problems you face while performing your duties?

3) What problems you face while using equipments (like computer, Phone, Internet, Fax etc.)

4) What kind of training have you attended earlier?

5) What kind of training you need from the hotel which could help you in doing your job?

6) How much you require working closely with your client or customer in your organization?

a) To great extent c) moderate

 b) To an extent d) not required at all.

7) What is the level of satisfaction while you are working in a team?

A) Highly satisfied

b) Satisfied

c) Moderately satisfied d) Not satisfied.

8) To what extent you get your customer while handling his queries on phone?

a) Entirely in first talk.

b) Ask them to repeat.

c) Mostly did not get them.

9) Are you comfortable with language in which your customer put queries before you?

a) Yes b) no

10) Do you need training in technical areas?

a) Yes b) no

If yes, please specify:

11) How do you divide your task, according to your job description? Are you satisfied?

a) Highly satisfied b) satisfied

C) Satisfied d) not satisfied

12) Are you awarded for your creative ideas and innovative thinking?

a) Yes b) no
 BIBLIOGRAPHY

BOOKS

 Human Resource Management (Page No: 234-237) - Rao, V.S.P.

 Human Resource Management – Gary Dessler.
 Strategic Human Resource Management – Srinivas R Kandula.
 Hotels For Tourism Development – Dr. Jagmohan Negi, Metropolitan Book Co. Pvt. Ltd.

WEBSITES

 www.ajitbhawan.com
 www.citehr.com
 www.wikipedia.com
 www.rajasthan.mapsofindia.org