Beruflich Dokumente
Kultur Dokumente
Project Report
On
Session-2006-2009
Submitted To
Submitted By
Yogita
B.B.A 6th SEM
Roll No- 4568
PREFACE
The Annual Report is an integrating part of B.B.A.
course. During the course of training the trainees are
expected to use and apply their academic knowledge and
gain a valuable insight into corporate culture with all its
environmental operational complexities. The said training
offers valuable opportunities to the trainees to meet their
academic knowledge with real world situation.
I undertook the said training at Human Resource
Functioning in Hotel Holiday Inn ". During the training, I
visited each department of the Hotel and concentrated my
training in Human Resources department where my focus was
on understanding the various policies & procedures followed
during training and development of employees and their
impact on various employees.
In this report, I have put my best efforts to compile the
information to the highest level of accuracy.
Yogita
ACKNOWLEDGEMENT
I am deeply indebted to
Resource
Supervisor)
Mr.
Yogendra
Sharma
(YOGITA)
DECLARATION
Place:
Date:
Name: Yogita
Roll No.- 4568
CERTIFICATE
Certified
that
the
project
Human
Resource
Is a work done by
Place: AMRITSAR
Pathak
Date:
CONTENTS
About Holiday Inn
Aim Of The Organization
Objective Of The Study
History of Hotel Holiday Inn
Policies & Crevice Offered
Introduction
1. Factors Influencing Recruitment
2. Process of Recruitment
3. Theorys regarding Recruitment
Introduction
Distinction Between Training And Development
Personnel Department
1. Finance Department
2. House Keeping Department
3. Marketing & Sales Department
4. Store Department
5. Front Office
6. Food & Beverages Department
Research Methodology
Conclusion
Questionnaire
Bibliography
INTRODUCTION
Training and development programme are necessary in
any organization for improving the quality of work of the
employees at all levels, particularly in a world of fast changing
technology, values and environment.
Successful candidates after being recruited and selected
for the jobs need training to perform their duties effectively.
Workers must be trained to operate machines, reduce scrap &
avoid accidents. It is not only the workers who need training.
Supervisors, managers and executives also need to be
developed in order to enable them to grow and acquire
maturity of thought and action. Training and development
constitute an ongoing process in any organization.
In the Hotel Holiday Inn each and every candidate after
being selected are given on the job training so to enable them
to understand their duties well and give their best in future.
attempt
to
improve
current
or
future
employee's
Standard
Actual performance
Learning Dimensions
Who?
Training
Non -Managerial
Development
Managerial Personnel
personnel
What?
Technical and
Theoretical,
Mechanical-
operations
Conceptual Ideas
Why?
General knowledge
purpose
When?
Short -Term
Long - Term
Increase
Productivity:-
Instructions
can
help
and
since
it
consumes
time
and
entails
much
Learning
is
more
effective
where
there
is
behavior
and
increasing
one's
learning
than
punishments.
(4) Rewards for the application of learned behavior are
most
useful
performance.
when
they
quickly
follow
the
desired
Negative
and
reinforcement,
heavy
criticism
through
application
following
of
inadequate
methods
&
techniques?
What should be the level
of
training?
What
principles
learning?
Where to conduct the
programme?
of
1.
Berliner
and
William
Mc
Larne
say
that
his performance?
(e) Determine what kind of training is needed to
overcome
the
specific difficulty or difficulties.
- Performance Appraisal
- Questionnaires
2.
Devising
Training
and
Development
Programme:
(a) Who are Trainees?
Trainees should be selected on the basis of on selfnomination, recommendations of the supervisors or by the HR
department itself.
(b) Who are Trainers?
Training & Development programmers may be conduct
by several people, including following:
(a) Immediate supervisors,
(b) Co- workers, as in buddy systems,
(c) Members of the personnel staff,
(d) Specialist in other parts of the company,
(e) Outside consultants,
(f) Industry associations,
(g) Faculty members at universities.
(c) Training
&
Development
Methods/Techniques:
# On the Job Techniques: Virtually every employee
from the clerk to company president, gets some "on the job
training" when he joins a firm. On the job training is
conducted at the work site and in the context of the job.
Various "On the Job Techniques for "Executive
Development" are as follows:
1.
Coaching
Method:
It
is
used
in
developing
aspects
of
management.
The
emphasis
is
on
"on
the
Job
Training
Methods
for
in a clear manner (iii) having the trainee try out the job to
show that he has understood the instructions (iv) encouraging
questions and allowing the trainee to work along and the
trainer follows up regularly.
Lectures:
Lecture
is a verbal presentation
of
Simulation:
Simulation
is
technique,
which
orders
to
make
and
other
demands,
which
employee
or
potential
employee
must
acquire
highest
level
aims
at
increased
operational
final
consideration
is
where
the
training
and
3.
Programme
Once the training programme has been designed, it
needs to be implemented. Implementation is best with certain
problems: In the first place, most managers are action
oriented and frequently say they are too busy to engage in
addition to possessing communication skills, the trainers must
know the company's philosophy, its objectives and the goals
of the training programme.
Programme
implementation
involves
action
on
the
following lines:
1. Deciding the location and organizing training and
other facilities.
2. Scheduling the training programme.
3. Conducting the programme.
4. Monitoring the progress of trainees.
4.
the
results
of
training
and
development
programme.
# Principles of evaluation:
Evaluation of the training programme must be based on
the following principles:
(i)
Ensure
that
there
is
proper
linkage
among
process
of the industries in which the hotel is following.
history,
qualitative
dimensions of the world recruit.
department
for recruitment and selection.
the hotel.
in
the hotel.
It helps the employer to find out the right person for the
job.
Recruitment
establishes
of
confirms
INTRODUCTION
an
applicant
External Factors
Internal
Factors
Labour
Unemployment
RecruitmentratePolicy
Image
Growth and expansion
External Factors:The external factors of recruitment are as followingLabour Market:Labour market conditions in a local area are of primary
importance in recruiting for most non managerial Supervisory
and middle management positions.
Unemployment Rate:-
Internal Factors:The internal factors of recruitment are as following:Size of the firm:Size is of the firm is internal factor having its influence
on the recruitment process. An organization with one hundred
thousand employees will find recruiting less problematic than
on organization with just one hundred employees.
Recruitment Policy:-
subjective
factors
theory
emphasises
the
PROCESS OF RECRUITMENT
The Recruitment process consists of the following steps:1.
required
from
the
candidate,
terms
and
characteristics.
4.
Communicating
the
information
about
the
along
with
the
place
of
recruitment
in
the
nearly
always
plan
to
attract
more
guest
include
printing
personalized
stationery
HISTORY
Today hotels under the Bass Hotels & Resorts list from :-
INTER CONTINENTAL:
Corporate & leisure travels enjoy the most luxurious
brand offering superior services.
CORWNE PLAZA:
The upper mid-scale market enjoys luxury facilities here.
State-Maharashtra
CUSTOMER FOCUS:
This conveys the idea that they will strive hard to provide
TEAM WORK:
INTERNATIONALITY:
The ethics and culture of hotel transcends national
FLEXIBILITY:
It demonstrates flexibility i.e. whether to serve a
ASPIRATIONS:
TRAINING POLICY
In this organization, training is provided as per the
PROMOTION POLICY
I n this organization, promotion is connected with the
TRANSFER POLICY
This organization transfers are made both by the
employees
willingness
as
well
as
the
requirement
of
this hotel fire & safety classes are meant for all the employs &
after that they have to pass a test on that. Fire exit
&evacuation plan is there. Here smoking is prohibited & fine
has to be paid for smoking Rs. 15 for a time. There are smoke
detectors & emergency system with electronic locking &
safety devices.
WELFARE POLICY
For the welfare of the staff various facilities are provided
SERVICES OFFERED
The various products & services offered by Holiday Inn
Amritsar are as follows-------
RESTAURANT:
There is two-multi cuisine restaurant and a coffee shop
SWIMMING POOL:
There is one swimming pool in the hotel, which is
HEALTH CULB:
Health club facility is also provided in this hotel. It is also
BEAUTY PARLOUR:
CONFERRENCE HALLS:
This is also one of the main services provided by the
TOUR CUSTOMER:
The hotel provides advance services to tour customer.
DESIGNATION
1.
GENERAL MANAGER
2.
3.
EXECUTIVE HOUSEKEEPER
4.
F & B MANAGER
5.
MR.SURINDER DADHWAL
F&B CONTROLLER
6.
SALES MANAGER
7.
MR.SANJAY MARWAH
SR.MANAGER-FINANCE
8.
9.
MANAGER-HUMAN
RESOURCE
10. MR.S.P.S. CHAWDHARY
EXECUTIVE CHEF
SOUS CHEF
CHIEF ENGINEER
BANQUET MANAGER
F.O . M a n a g e r
M r. P a n k a j
G u p ta
S to re In c h a r g e
M r. O m P r a k a s h S h a rm a
A s s t. F in a n c e M a n a g e r
M r. S w a m i D a s s A r o r a
S r. F in a n c e M a n a g e r
M r. S a n ja y M a r w a h
E .D .P .
M r. N e e r a j
G u la t i
H o u s e K e e p in g
M rs . A ro o n a
A nand
H .R . S u p e r v is o r
M r. R a je s h
K u m a r S in g h
Sous C hef
Subhash C hand
E x e c u tiv e C h e f
S .P.S . C h a u d h a r y
H . R . M a n a g e r C h ie f E n g i n e e r F & B C o n t r o l l e r
F & B M anager
M r. R a je n d r a
M r. M a n o j
M r. S u r e n d e r
M r. N a v e e n K a u l
P rasa d
K um ar
D adhw al
G e n e ra l M a n a g e r
( M r. R a h u l V e r m a )
H o lid a y In n A g r a O r g a n is a tio n a l C h a r t
S a le s E x e c u t iv e
M r. M a n o j R a i
S a le s M a n a g e r
M r. S a n d e e p
Upadhay
DEPARTMENTS
ENGINEERING DEPARTMENT
FINANCE DEPARTMENT
HOUSEKEEPING DEPARTMENT
STORES DEPARTMENT
PERSONNEL DEPARTMENT
PERSONNEL MANAGER
MR. RAJENDRA PRASAD
SUPERVISOR
MR. RAJESH KUMAR
INTRODUCTION
Personnel department is a staff department in the
organization. But with in personnel department itself, the
structure is of line type. Being the head of the department
personnel
manager
has
line
authority
with
in
the
OBJECTIVES
primary
objective
of
this
department
is
the
which
enables
him
to
work
with
sent
to
another
department
screens
the
candidates.
APM
RECRUITMENT
&
SELECTION
APM
APM
JOB
EVALUATION
APM
MANPOWER ANALYSIS:
It sees that in which area more manpower is needed &
then fills up those posts. It looks that how efficient the
manpower
is
&
accordingly
provides
development.
training
&
And
they
PROVIDING TRAINING:
have
employee
share
MAINTAINING
GOOD
INTERPERSONNEL
RELATIONS:
This department also works to maintain good relations
among that the employees in the organization so that
they have co-ordination as well as informal structures
are found. Some interesting games are also there.
DISCIPLINARY ACTIONS:
This department also tries to maintain discipline in the
organization. In case any indiscipline is created then
disciplinary actions are taken.
FI NANCE MANAGER
MR.SANJAY
MARWAH
ACCOUNTS
EXECUTIVE
ACCOUNTANT
MR.YOGENDRA
SHARMA
F & B CONTRO
-LLER
MR.SURINDER
DADHWAL
.GEN CASHIER
MR.VINAY
AGARWAL
ASST. ACCT
MR.VISHU
MUKHERJEE
EDP SUPEREVIS
-OR
MR.NEERAJ GULATI
PURCHASE S
-UPERVISOR
ASST. ACCT.
MR. GURU
PRAKASH
ASST. ACCT
MR.AJAY
KUMAR
ASST. ACCT
MR.VIPIN KUMAR
ASST. ACCT
MR.TEJPAL SINGH
FINANCE DEPARTMENT
OBJECTIVES
season time.
Maintaining
proper
fund/cash
supplies/payments
flow
to
meet
requirements.
collects cash
FUNCTIONS
The main functions of the Account Department are:
hotel
is included in this report according to date,
month
and year.
night
report.
are
included in this report and than debit and
credit
are
checked by tally.
of
different outlets i.e. bar, coffee shop, curry
center,
banquet, room service.
month
such as room rent, banquet sale, liquor sale.
record
of sale.
services
Room tariff
Telephone
Fax
Photography
Internet
point of sale.
food
.The
above tax is applicable in U.P. only.
following
services like music, puppet show, magic show etc
or
on
any event performed in the hotel at any point of
sale.
The
above tax is charged on total bill @ 6%.
services
Banquet function
Health club
Swimming pool
Travel desk
Beauty par lour
And any other services provided to Guest.
every
Actual
collection
received
is
tally
with
collection
summary.
EXECUTIVE HOUSE
KEEPING
MRS.AROONA ANAND
FLOOR
SUPERVISOR
MR. NAZIAM
ROOM BOYS
DESK ATTENDANT
KM.SUNITA DHAMI
HOUSE MAN
ROOM BOYS
FLOOR
SUPERVISOR
MR. YOGRAJ
ROOM BOYS
THE
THREE
POLICIES
OF
THE
HOUSEKEEPING
DEPARTMENT ARE :
card
on
the
door
then
the
housekeeping
& prompt
FOUCTIONS
THE MAIN FUNCTIONS OF THIS DEPARTMENT
ARE:
PROVIDING UNIFORM:
The employees are provided with uniform by this
department. There are three sets of uniform for all the
employees & pair of shoes. When the employee comes
in the morning Uniform is handed over to him 15
minutes before the duty starts. After the duty finishes
that set is sent for laundry & the next day another set is
given.
LAUNDRY:
The laundry in given on contract basis. Yearly contracts
are given to those who offer quality & minimum cost. At
the desire of the guests this department sends there for
laundry to those whom contract has been given.
REPAIRING:
Maintenance register
Discard register
Stock register
Basement
Outside gardens
Rooms cleaning
For all the offices & other parts of the hotel floor men
are there who clean it. There are gardeners for
maintaining the outside gardens & there are room boys
who clean the rooms.
" To increase sales & promote this hotel & this is done
through
advertising
in
newspaper
etc.
Thus
the
most
SALES MANAGER
MR.SANDEEP
UPADHYA
ASSTT. SALES
MANAGER
MR.MANOJ RAI
FUNCTIONS
As the objective states, the main function of this department
is to increase the sales, there are two types of sales or we can
say that they work through two things.
UNIT SALES
CO-OPERATE CALLS:
The calls of big business houses increase their sales as
the companies go for conferences, meeting & business
TRAVEL AGENCIES:
They also go to travel agencies in order to increase their
sales.
These
travel
agencies
have
many
tours
ADVERTISING:
As we all know that advertising is one of the most
important tools of marketing so they primarily go for
this in newspaper, pamphlets, magazines etc in order to
increase their sales.
STORE DEPARTMENT
OBJECTIVES
PRIMARY
SECONDARY
PRIMARY OBJECTIVES:
The foremost objectives of the stores are to have
minimum cost. For this day go for market survey &
whoever is offering the minimum cost receive the
tender.
SECONDARY OBJECTIVES
In this the first objective is to maintain with the
suppliers so that there is no problem in dealing with
them and the work properly goes on.
PURCHASE
OFFICER
STOER ASST.
MR.OMPRAKASH
SHARMA
STOREHELPER
MR.SANJEEV
KUMAR
STORE HELPER
MR. JITENDRA KUMAR
FUNCTIONS
THE MAIN FUNCTIONS OF THIS DEPARTMENT
ARE:
RECEIVING:
After placing the order, the second function of this
department is receiving those goods. The store opens a
goods onward sheet & sees that the right quality & right
quantity has been delivered or not. It looks that the
goods
received
are
satisfaction
&
up
to
the
expectations.
POSTING IN LEDGERS:
After receiving the goods, their entries are made in
various ledgers. These ledgers contain the quantity
Housekeeping
Grocery
Engineering items
ISSUING:
The fourth function of this department is issuing these
goods
to
the
different
departments
are
per
the
SALES OF SCRAP:
This is the last function of this department. At the end
of the month, the store in charge sees that waste
material are there & sell those items like packing boxes,
empty bottles etc.
F r o n t O ffic e M a n a g e r
(M r. P a n k a j G u p ta )
Lobby M anager
( M r. K r is h a n M o h a n T a r a )
G u e s t R e la t io n E x e c u t iv e
(M rs . A n u b h a R a th o re )
F r o n t O ffic e S u p e r v is o r
( M r. A m it K u m a r )
F r o n t O ffic e
Asst
C a s h c o u n te r
M r. T r a in i P r a s a d
F r o n t O ffic e
A sst
M is s L o v e ly
Kaur
C a p tio n b e ll
D esk
S a n ja y D o n e ria
B e ll b o y s
Josef
T e le p h o n e
O p e r a to r
R a v in d ra
FRONT OFFICE
RECEPTION:
When the guest enter the hotel. Firstly he/she faces the
reception. Here he/she can get various information
about the rooms & he/she chooses & gets the key. At
the reception rooms are given to the guest as per their
requirement.
TELEPHONE OPERATOR:
The telephone operator receives all the incoming &
outgoing calls in the hotel. If any call is made in
telephone operator receives the hotel from outside then
it & then he/she connects to the other department.
RESERVATION:
This takes the reservation of the guest & also takes care
of the check in & checks out of the guest. The guest are
assigned rooms from here & also if they want to cancel
their reservation per change they're rooms then this
done by them.
BELL DESK:
"F&B
department
is
one
of
the
important
Room services
Olive garden
Banquet hall
Curry center
ROOM SERVICE:
The hotels have 148 room and suites, with a choice of
non smoking rooms, are tastefully furnished to provide
the best of relaxation.
In
Olive Garden:
The olive garden a multi cuisine restaurant offers a
unique blend of international cuisine from around the
world. It is the other name of COFFEE SHOP. Breakfast,
BANQUET:
There are overall four halls
o
REGENT- I, II
REGAL-Newly added
F&B MANAGER
MR.NAVEEN KAUL
BANQUET MANAGER
MR. ABHJEET NATH
SR.CAPTION
CAPTION
STEWARDS
FUNCTIONS
Handles all the queries & pay often attention about the
serious
complain.
Spot cheqing.
RESEARCH METHODOLOGY
It is a way to systematically solve the research
problem, when we talk of research methodology we
not only talk about method but also consider the logic
behind the method, we use in context of our research,
while keeping all the objective of the project in mind
following method of methodology are adopted.
RESEARCH DESIGN:
It is the conceptual structure within which research is
conducted, it constitute the blue print for the collection,
measurement & analysis of data. For this project the various
research designs question can be:
is about "Procedure
selection
of recruitment &
in
Hotel
Holiday-Inn".
of
"Recruitment & Selection"
data
can
department
be
of
collected
from
Hotel
DATA COLLECTION:
the
personnel
Primary data
Secondary data.
PRIMARY DATA:
Primary data are called fresh data, which has been used for
first time by the researcher for the specific purpose. Primary
data is collected from the Personnel Department of the Hotel.
SECONDARY DATA:
Secondary data are collected already by others, for purpose
other then the solution of the problem at hand. It includes
those data, which are collected for some earlier research work
& are applicable or usable in the study. The researcher has
presently undertaken.
Procedure
of
inn.
(a)
real
view
of
surveyor.
(b)
Visualization:
To find out the correctness of the data sample provided
by
the
interviewer.
recognize
hidden expectations & unvoiced demands.
CONCLUSION
Training and development activities designed to impart
specific skills, abilities and knowledge to employees is
important in Hotel Industry as any other organization.
Training
is
confined
to
shop
floor
workers
and
QUESTIONNAIRE
I Yogita Chahar student of A. E. C, Amritsar is am
gathering
information
on
"Necessity
of
Training
and
1.
Identify Information
i.
Name ____________
ii.
Education ___________
a.
Technical _____________
b.
Professional_____________
iii Designation____________
iv Department ____________
v
2.
Experience ___________
the organization?
a. Less than 1 year
__________
b. 1-5 years
__________
c.
3.
10 or more years
What
are
primary
__________
responsibilities
you
are
knowledge
necessary to carry out the assigned duties?
Yes / No
these
responsibilities.
a. Fully
b. Partially
5.
those
skills
____________
b. Lecture
7.
Do
the
____________
Training
helps
you
in
improving
you
efficiency?
Yes /No
8.
_____
_____
c. Not Satisfied
d. Satisfied to some extent
_____
_____
9.
without
Supervision?
a.
Yes
________
b.
No
________
c.
To some extent
________
b. 6 months
c.
months
d. 12 months
11. Do you think that Training helps in Organizational
growth?
a. Yes
b. No
c. Moderate
BIBLIOGRAPHY
WEBSITES
www.hrmanagement.com
www.hotelindustry.com
HRM-----K.Aswathapa