EXECUTIVE SUMMARY

NAME: Akanksha Sharma

ENROLLMENT NO.: 17BSP0210
INDUSTRY TYPE: Service - Hospitality Industry
HOTEL NAME: Lemon Tree Hotels Ltd
Asset No.6, Hospitality District, Aerocity, Indira Gandhi
International Airport, New Delhi, Delhi 110037

Title of The Project

Analyzing the effectiveness of selection process and employee engagement of Person with
Disabilities (PwD’s)

Objectives
 To study about the selection process and employee engagement of persons with
disabilities followed at Lemon Tree hotels.
 To study about the factors that is adapted by the company for engaging and retaining
the employees with disabilities.
 To study about the challenges that is faced by the HR team and the actions taken to
resolve such issues.
 To understand and help the organization in identifying and enhancing the number of
PwD’s among the HI-POTs and SHA.

Background
Lemon Tree Hotels are pioneer in hiring the persons with disabilities. The company has been
providing gainful employment to people with disabilities that include speech and hearing,
orthopedic, intellectual, low vision, acid survivors & dwarfs.
These people with disabilities are recruited from NGO’s, orphanages and disability schools etc.
for departments like Front office, Housekeeping, F&B services, Kitchen and Stores &
Purchase. As part of sensitization process, Company imparts basic training of ISL (Indian Sign
Language) to all the employees so that they can interact with the employee’s speech and
hearing-impaired colleagues with less resistance. For this huge initiative, Lemon Tree Hotels
has won many awards. Apart from employing People with Disabilities they also provide the

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same opportunity to the people who hail from economically and socially weaker section of
society.

Methodology Used
Primary Data:
 Mechanism used: Questionnaire
 Sample size: 10-12 employees of Lemon Tree Hotels
 Sampling technique: Random Sampling

Secondary Data:
 Google
 HR reports of the company
 Company profile website and other print media.
 Other websites

Findings and Conclusion

 The Employee with Disabilities are so satisfied with the working culture and
environment that they invite their knowns to join the organization. (Follows “EOBO”
process)
 The attrition rate of EwD’s is low as compared to the people without Disability.
(Loyalty towards the organization is high)
 The number of EwD’s increased tremendously in FY’18.
 It is mandatory to learn Indian Sign Language for every Employee.
 These employees are treated equally and are given similar benefits as other employees.

Recommendation
 The induction of SHIs be dealt separately so that, they can focus and understand better.
 Lemon Tree Hotels should have a proper workshop in which the employees with
disabilities should be made clear about their job profile and job description.
 Lemon Tree Hotels should provide advanced Indian Sign Language to all the HRs and
HOD’s besides Basic Indian Sign Language.
 These employees should be motivated frequently and should be encouraged more often
to enhance their performance.

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Special Achievements/ Recognition
 Certificate for ISL training
 Appreciation Letter

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INTRODUCTION

The Lemon Tree Hotel Company

Fresh, spirited and youthful, the Lemon Tree Hotel Company (LTH) is India’s fastest growing
chain of upscale, midscale and economy hotels. This award winning Indian hotel chain was
founded in September 2002 and currently owns and operates 48 hotels in 30 cities with 4900
rooms and over 5000 employees. This rapid growth has made the group the 3rd largest hotel
chain in India by owned rooms, currently.

Brands
The group offers four brands to meet hotel needs across all levels:
Lemon Tree Premier Upscale segment
Lemon Tree Hotels Midscale segment
Red Fox Hotels Economy segment
Lemon Tree Resorts Leisure segment

1. Lemon Tree Premier

The plush and spacious interiors at Lemon Tree Premier take the zing up a notch. This
chain of upscale business and leisure hotels elevates the Lemon Tree experience while
retaining the same freshness, quirkiness and energy that Lemon Tree is well known for.
Lemon Tree Premier pampers the style conscious and upbeat traveler with its
personalized services, premium in-room amenities, award winning restaurants and fun
experiences.
2. Lemon Tree Hotels
Lemon Tree Hotels are the only midscale business and leisure hotels that uplift your
spirits at the end of a long day. Like the fruit they are named after, Lemon Tree Hotels
are fresh, cool and sparkling with zest.
3. Cheery greetings, a friendly smile and a whiff of the signature lemon fragrance
welcome you at Lemon Tree. This stylish business hotel with fresh and bright interiors
refreshes you with its witty humour and spirited environment.
4. Lemon Tree’s ‘close to home’ comfort helps you unwind with its smart in-room
amenities, vibrant café, recreation bar, pool and fitness centre. All this, at an unbeatable
value.

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5. These two brands offer:
 An exciting range of dining options:
 Citrus Café (all hotels) the bright and inviting 24x7 (most hotels) coffee shop
offers an eclectic Indian and international menu.
 ‘Slounge’ (select hotels) the recreation bar, offers a fun memorable way to chill
and have a spirited night out.
 Republic of Noodles (select hotels) the award-winning pan Asian restaurant
offers the best of popular food from Thailand, Vietnam, Singapore, Cambodia,
Indonesia and Myanmar
6. Red Fox Hotels
Red Fox Hotels welcome you with its fresh bold interiors as well as crisp and clean
rooms. These economy hotels delight you with its unbeatable value and reliable safety
standards. Here friendly smiles and a lively environment go hand in hand with
professional service.
The business facilities at Red Fox include hi-speed Wi-Fi, Cyber Kiosk, Clever Fox
Café, an efficient meeting room, a well-equipped gym and laundry service.
Hotels that are young at heart, Red Fox let you be yourself whether you are working on
your laptop or winning a game of carom in the lounge. Add to this, Clever Fox Café’s
scrumptious food and the hotels' ‘close to home’ environment - these hotels become the
first choice for price conscious travellers.
7. Lemon Tree Resorts
Introducing Lemon Tree Resorts, our collection of themed resorts and getaways. Set in
vivid destinations, the resorts offer unique recreational experiences to guests looking to
rejuvenate and explore, while still echoing the freshness, quirkiness and energy of the
Lemon Tree brand.
Spread over golf, wildlife, mountains and the beach side, these resorts offer value-for-
money vacations, making them a perfect escape to take the much-anticipated break or
holiday.
Breath-taking views, pampering service, modern amenities and delectable dining come
together to ensure truly refreshing stays at Lemon Tree Resorts.

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CORPORATE SOCIAL RESPONSIBILITY

Lemon Tree Hotels believes that the brand should stand for more than ‘just profit’ and therefore
driving the brand to become truly Indian and Trusted. In order for us to make these values a
part of our DNA, we have focused our efforts on creating a socially inclusive work
environment which seeks to bring in people of different backgrounds, abilities and ethnicities
and offer them work as a unified team with a common goal. Currently, The Lemon Tree Hotels
has 16% of employees with disability.
Furthermore, as a part of CSR initiatives LTH partners with and support the following NGO’s
and societies:
 Goonj: Provide clothes and utensils to the impoverished.
 Suniye: Run a school for Speech and Hearing-Impaired children from economically
weaker sections of society.
 Akshaya Patra: Focuses on elimination of hunger in the city. It provides a free meal
to approximately 2000 destitute people in Delhi.
 Muskaan: Provide education, vocational training and work opportunity to young
people who are intellectually challenged.

AWARDS

Lemon Tree Hotels has won many awards for their initiatives and contribution towards the
society:

2018
 FT Arcelor Mittal Boldness in Business Award for Corporate Responsibility/
Environment 2018
 Business Excellence by Leveraging IT, 2018 by Amity School of Science and
Technology
2017
 Ranked #19 Best Company in Asia by Great Places to Work for Institute 2017
 BML Munjal Awards 2017: Runner-Up: Business Excellence through Learning and
Development
 People Matters Total Rewards 2017: 'Best in Building Career' Award

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2016
 Ministry of Social Justice and Empowerment, Government of India: Best Employer –
National Award, 2016. Award received from the President of India.
 Ranked #9 Best Company in India by Great Places to Work for Institute 2016
 Ranked the Best Company in India for Workplace Culture Transformation
2016 Overall Winner World Responsible Tourism Award 2016 at WTM®,
London
 Gold Winner 'Best Accommodation for Responsible Employment' category 2016,
WTM®, London
 HR Innovation Award for Excellence in Diversity and Inclusion 2016
 BW Hotelier Editor’s Choice Award 2016 for being an equal opportunity employer

2015
 Asian Human Capital Award 2015 for Innovative and Impactful People Practices by
Ministry of Manpower, Singapore and the Human Capital Leadership Institute.
 HICAP Sustainable Hotel Award 2015 in Sustainable Communities category

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SWOT ANALYSIS OF LEMON TREE HOTELS

STRENGHTS
WEAKNESS
1.Provide variety of Hotels covering mid scale
1.Entry staff are not skilled and Talented.
and upscale market
2. None of the property is available in the
2. Well known Brand in Hotel industry to hire
metro cities like Mumbai and Kolkata.
PwD's.
3. Employee Centric
4. Eco Friendly Practices and Pooch Policy

SWOT
ANALYSIS
OPPPORTUNITY THREATS
1. Increasing Demand for budget hotels in 1. Competitors have similar products.
India.
2. Presence of Guest House,Local PG's,
2. To expand the Brand internationally.
Airbnb etc.
3. To cover the luxury segment.
3.High competition which involves
4. Can includes more PwD's in upcoming
projects and can win other various awards poaching of staff

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FINANCIAL INDICATORS

PARAMETERS FY 17-18 FY 16-17

Current ratio 0.33 0.35

Quick ratio 0.32 0.34

Total debt equity 0.35 0.37

Net sales growth 12.93 2.79

EPS 0.07 -0.2

Return on assets 0.4 -1.2

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LITERATURE REVIEW

SELECTION PROCESS
Selection is the process of picking or choosing the right candidate, who is most suitable for a
vacant job position in an organization. In others words, selection can also be explained as the
process of interviewing the candidates and evaluating their qualities, which are required for a
specific job and then choosing the suitable candidate for the position.
The selection of a right applicant for a vacant position will be an asset to the organization,
which will be helping the organization in reaching its objectives.

Difference between Recruitment and Selection

The major differences between Recruitment and Selection are as follows: -

Recruitment Selection

Recruitment is defined as the process of Selection is defined as the process of choosing the
identifying and making the potential right candidates for the vacant positions.
candidates to apply for the jobs.

Recruitment is called as a positive process Selection is called as a negative process with its
with its approach of attracting as many elimination or rejection of as many candidates as
candidates as possible for the vacant jobs possible for identifying the right candidate for the
position.

Both recruitment and selection work hand in hand and both play a vital role in the overall
growth of an organization.

Importance of Selection Process:

The purpose of selection is to choose the most suitable candidate, who can meet the
requirements of the jobs in an organization, who will be a successful applicant. For meeting
the goals of the organization, it is important to evaluate various attributes of each candidate
such as their qualifications, skills, experiences, overall attitude, etc. In this process, the most
suitable candidate is picked after the elimination of the candidates, who are not suitable for the
vacant job.

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The organization has to follow a proper selection process or procedure, as a huge amount of
money is spent for hiring a right candidate for a position. If a selection is wrong, then the cost
incurred in induction and training the wrong candidate will be a huge loss to the employer in
terms of money, effort, and also time. Hence, selection is very important and the process should
be perfect for the betterment of the organization.

Selection Process and Steps

 Employment Interview − Employment interview is a process in which one-on-one
session in conducted with the applicant to know a candidate better. It helps the
interviewer to discover the inner qualities of the applicant and helps in taking a right
decision.
 Checking References − Reference checking is a process of verifying the applicant’s
qualifications and experiences with the references provided by him. These reference
checks help the interviewer understand the conduct, the attitude, and the behavior of
the candidate as an individual and also as a professional.
 Medical Examination − Medical examination is a process, in which the physical and
the mental fitness of the applicants are checked to ensure that the candidates are capable
of performing a job or not. This examination helps the organization in choosing the
right candidates who are physically and mentally fit.
 Final Selection − The final selection is the final process which proves that the applicant
has qualified in all the rounds of the selection process and will be issued an appointment
letter.

A selection process with the above steps will help any organization in choosing and selecting
the right candidates for the right job.

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EMPLOYEE ENGAGEMENT

Employee engagement or keeping employees engaged refers to the manner in which employees
give their best of individual and group effort in the interest of the organization. The approach
of employee engagement keeps employees committed towards organizational goals and values.
It keeps them motivated to give their best contribution to the success of the organization.
Organization comprises of employees; employees provide effective leadership which leads to
increased productivity and efficiency, as well as effective customer satisfaction. This, in turn,
leads to growth and development of the organization.

Categories of Employee Engagement

Every business or organization wants to have higher retention rate, productivity, and reduced
absenteeism. Hence, it seeks continuous employee engagement. Employee engagement can be
broadly divided into four categories −
 Actively Engaged − Employees belonging to this category are highly motivated and
work with great passion and feel a profound connection to their organization. They are
used to work towards the vision of the organization and contribute their ideas towards
innovation and creativity for the success of the organization. They are passionate,
innovative, and constructive in their work to the organization. They perform
consistently at high level.
 Actively Disengaged − Employees belonging to this category aren’t just unhappy at
work; they are also busy exhibiting their unhappiness. They disperse negative energy
into the organization, causing severe damage to the organization. However, they are
likely to serve the organization for a longer time but will always try to undermine what
their engaged co-workers accomplish.
 Not Engaged − A considerable percentage of employees in an organization belong to
this category. They lack passion and drive and are seldom concerned for the betterment
of the organization. They are used to focus on the task rather than goal or vision of the
company. They do the work what is told or according to the instruction. They won’t
contribute ideas, creativity, or innovation. They might be positive or negative. They are
not proactive.

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ABOUT PEOPLE WITH DISABILITIES ACCORDING TO THE RIGHTS TO
PEOPLE WITH DISABILITY ACT

What Is Disability?
A disability is defined as a condition or function judged to be significantly impaired relative to
the usual standard of an individual or group. The term is used to refer to individual functioning,
including physical impairment, sensory impairment, cognitive impairment, intellectual
impairment mental illness, and various types of chronic disease.
In India, out of 121 Cr population about 2.68 Cr persons are “disabled” which is 2.21% of the
total population (Census 2011). But low literacy, few jobs and widespread social stigma made
disabled people among the most excluded in India. Children with disabilities are less educated,
disabled adults are unemployed, and families with a disabled member are often worse off than
average. With better education and more access to jobs, people with disabilities can also be an
integral part of society, as well as can help in generating higher economic growth that will
benefit the country as a whole.

Data on Disability in India According to Census 2011

Proportion of Disabled Population by Residence

India : 2001-11

2.30
2.24
2.21 2.21
2.17
2.20 2.13
Percentage

2.10

2.00 1.93

1.90

1.80

1.70
Total Rural Urban

2001 2011

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% of Types of Disabled Population
(as per census 2011)

10%
(a) In seeing
(b) In speech
28% 49% (c) In hearing
(d) In movement
6% (e) Mental
7%

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 TYPES OF Leprosy
DISABILITIES Cured

ACCORDING TO RIGHT Hearing

Impaired
TO DISABILITYACT
2016 Cerebral
Palsy
Locomotor

Dwarfism

Muscular
Dystrophy

Acid Attack
Physical Victims
Disabilty

Blindness
Visual
Impaired
Low Vision
Hearing
Impaired
Deaf
Speech and
Language Hard of
Disabled Hearing

slow learner
PWD'S (RPDA
2016) Intellectual Autism
Disability

Down
Syndrome

Chronic Mutiple
Neurological Scelerosis
Disabilty
Pakinson's
Disease

Haemophilia
Blood
Disorder
Thalessmia
Multiple
Disabilty Sickle cell
disease
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SELECTION PROCESS FOLLOWED BY LEMON TREE HOTELS TO HIRE PWD’S
 Sourcing & attracting candidates
The company has observed that most of the candidates are not qualified and school
drop outs. They lack the basic qualifications required to perform a task. Therefore,
Lemon Tree Hotels partnered with non- profit organizations (NGO’s). These NGO will
do the initial screening and send candidate for the interview which held at the company
premises. The candidates will be accompanied by an NGO person or parents/Guardians.
 Job mapping
In any usual hiring process, company do the job mapping according to the competencies
but in case of PwD’s, the company collects the data about the disabled people and
initiate the job mapping according to their disability.
 Trial Job for candidates with Intellectual disability
The company employs candidate with disability on 6 months internship. As they are
slow learners so they are given appropriate time to adapt the culture and environment
of the organization. Once they know the process, their performance is reviewed by the
HOD’s and HR.
 Joining
After completing 6 months training, when they get used to work and are aware about
the working culture they are asked to join as an employee immediately.
 Induction
The company conducts the induction program for all new joiners to sensitize them on
various types of disabilities and train them to collaborate closely with the candidates
with disabilities. The company has made it mandatory for all the employees to learn the
basics f sign language which is the part of their probation evaluation system.

Responsibility Assigned to Persons with Disabilities

Keeping the skill level in mind we may look at hiring Persons with Disabilities as below:
 Skilled in Housekeeping (supervisory roles) or Finance/ Stores.
 Semi-skilled in Food and Beverage Service, Housekeeping.
 Unskilled in Kitchen Stewarding.

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Reasons for Inclusion
 Nation Building (mainstreaming the underprivileged and marginalized by the people).
 Customers have shown huge support and appreciation for the company’s inclusive
hiring approach and have often given excellent feedback.
 The company has also observed less attrition as a result of this hiring approach.

ISL Training (Indian Sign Language)

Sign language, any means of communication through bodily movements, especially of the
hands and arms, used when spoken communication is impossible or not desirable. The practice
is probably older than speech. Sign language may be as coarsely expressed as mere grimaces,
shrugs, or pointing; or it may employ a delicately nuanced combination of coded manual
signals reinforced by facial expression and perhaps augmented by words spelled out in a
manual alphabet. Wherever vocal communication is impossible, as between speakers of
mutually unintelligible languages or when one or more would-be communicators is deaf, sign
language can be used to bridge the gap.

The Indian sign language was codified by use into an explicit vocabulary of gestures
representing or depicting objects, actions, and ideas. Several forms of sign language were
developed to enable signers to spell out words and sounds, however. Most of these are as
complex and flexible as spoken languages. Sign language is a method of communication
commonly used by deaf people. It is a visual language which talks with help of hand
movements, body parts and facial expression.

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EMPLOYEE ENGAGEMENT

Lemon Tree Hotels conduct various activities and events every month and celebrate special
days. Such activities engage and motivate employees to enhance their performance. Hence, it
is one of the factors which reduce the attrition rate. Such activities reduced the attrition rate by
17% for the last financial year.
Employee Engagement calendar is a planned calendar of all the events and special days. It is
prepared in the beginning of every month.
The various events are:
1. Town Hall
It is an event where GM and HOD’s meet employees and award the winners of
Employee of the Month, Best Smile, Best Groom and Trip Advisor of the month. I have
coordinated and conducted the event two times for the month of March and April. Fun
games are also played where every employee participates.
2. Fresh Eyes
It is a get together or a meeting of all the new employees who have joined in the past
one month, with the GM and HOD’s of the Hotel. This meet is a general discussion
between the GM and new employees. Employees are asked to share their best and worst
experience in the hotel. Suggestions are also welcomed to improve the system.
3. Theme Lunch
It is a day decided when Lunch is based on some Theme. Every month they come up
with different themes. The theme for the month of March was “Ghar Ki Rasoi” and in
April it was “Baisakhi Special”. Generally, the food is outsourced but on the theme
lunch day the lunch is offered by the chefs of LTP and RFH. We helped in serving the
lunch.
4. Engagement Chat
It a One - On -One discussion between EAM / GM of the Hotel and employee. This is
a general discussion meet between the employee and employer. Those employees who
complete 3 months in the organization are eligible for the engagement chat. They share
their experiences, pro and cons of the organization.
5. Fun activities
To engage the employees, tournaments are conducted. Last month the event was
Football Match and in the month of April we came up with Badminton Tournament.

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SPECIAL DAYS’ CELEBRATION

1. Women’s Day (8th March 2018)

This day was celebrated by giving Flowers and Chocolates to every woman in the hotel
and HR also planned a Lunch outing for the entire female employee. I coordinated in
managing the outing.
2. World Down Syndrome Day (21stMarch 2018)
This day was celebrated by the dance performance of happy boys and the cake cutting
ceremony in the presence of GM and HOD’s. I choreographed the performance and
managed the event.
3. World Autism Awareness Day (2nd April 2018)
This day was simply celebrated by cake cutting ceremony in the presence of GM and
HOD’s. Currently, Lemon Tree Hotel Aerocity has only 8 autistic people and is looking
forward to hire more.

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MINI PROJECTS

1. Presently working on a “handbook project” related to EwD’s.

I am working on a handbook related to EwD’s that contain all the information about
disabilities, type of disabilities and the basic information regarding EwD’s at Lemon
Tree Hotels. This Handbook will be circulated to all the HR Managers of 48 units and
upcoming units of Lemon Tree Hotels. So, whenever new employee joins, they can
easily understand the inclusive culture of Lemon Tree hotels.
2. Analysing the ODI Data and Preparing the Targets for next 3 financial Year
Worked and analyzed the ODI Data (PAN India) of Lemon Tree Hotels. Assisted in
analyzing, setting up targets and distributing into 4 quarters for 48 unit and other 11
upcoming units for next 3 financial years. I was given the data of FY18 and was asked
to prepare a target sheet department wise for all the units on the basis of total manning.
3. Leave Cards
After fetching the attendance from MIS, we cross check the leaves updated on the card.
There are 5 types of leaves provided to the employee.
 APL (All Purpose Leave)
 C/OFF (Compensatory Off)
 NH (National Holiday)
 B/OFF (Birthday Off)
 LWP (Leave without Pay)
These Leaves should be updated on the card before taking leave but Employees avoid
updating Therefore, we cross check whether the card is updated or not. If not, we
complete their card. Updating Leaves on card is mandatory for each and every
employee.
 Maintained for about 500 employees including employees of Lemon Tree
Premier and Red Fox Hotels.
 Prepared New Leave Cards for financial year 2019.
4. Basics of Statutory Compliances
 EPF (Employee Provident Fund)
 ESIC (Employee State of Insurance Corporation)
 Gratuity
 Bonus Act

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 5. Updating KYC of Employees Provident Fund
Worked on the KYC of the employee’s provident fund. Earlier, Only UAN number was
required to access the account but now it is linked with Aadhar Card, PAN, Passport,
License, Bank Account Number, Ration Card etc. It is mandatory to provide any of the
three proofs to access the account. Hence, an employee can now easily access the
account online. They can claim, Transfer and withdraw their PF easily.
6. Apprentice and Contractors Attendance Maintenance
Lemon Tree Hotels hire employees on a contract-based role for a year duration that is
known as Apprentice. It is an initiative by Ministry of skill development and
Entrepreneurship. They are hired on contracts. Duration of training period is from 1
year to 3 years. I have maintained the files
They also have Tvishi Services and Knight Watches contractors who provide labor to
the organization on contract role and are they are enrolled on FTC (Fixed Term
Contract) Grade.
7. HRMIS (Human resource management information system)
Worked on Human Resource Management Information System which stores the data
of every employee working in the organization. It consists of complete data of the
employee like Employees Code, Address, Aadhar No, Pan No, Account No, Gross
Salary, ESIC code, UAN No etc. each and every detail of the employee.
8. Performance management system
Performance Management System is the tool that helps the managers to manage their
resources and eventually result in the success of the organization. Performance
management system is a very broader and complicated function of HR. It includes
activities such as joint goal setting, frequent communications, continuous progress
review, feedback of the performance and rewarding the achievements.
Similarly, Lemon Tree Hotels follow the Performance Management system which is
processed by the third party and the score is evaluated by the HR team.
The Lemon Tree Hotels has decided and planned different competencies on the basis
of the Band and position hold. The performance of Band 5 and above is measured by
360 Degree Feedback System. It includes the same competencies but the feedback
about the performance of a person is shared by Manager, Peers, Subordinates and Self.
Whereas, the Feedback of the Band 4, 4A and 4B is shared by the HOD’s of the
Department.
HIERARCHY FOLLOWED AT LEMON TREE HOTELS
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 HM/HGM (7/7A)
EAM(6-6A)
Deparment Manager(4A-6)
Asst. Deputy Manager(5A)
Asst.Manager (5)
MT
Department Executive(4B)
Department Supervisor(4A)
Exec.Trainee/GSE
Dept. Associate(4)
Hotel trainee
FTC

The factors are:

1) Service Orientation
2) Initiative and Learning ability
3) Team Work
4) Communication
5) Process and Quality Focus
6) Living the LTH values
7) People Management (Band 4A-6)
8) Planning and Organizing (Band 4A-6)

Rating 1: Doesn’t display the behavior mentioned in the statement.

Rating2: Display the Behavior mentioned in the statements sometimes/inconsistently/
infrequently.
Rating 3: Display the behavior mentioned in the statement
mostly/consistently/frequently.
Rating 4: Always Display the Behavior mentioned in the statement with expertise and in
role model for others.
Rating NA: The assessor is unable to comment on the behavior mentioned in the statement.

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On the basis of these factors, Managers rate the performance of the individual and the
average score of the above rating is added to the appraisal sheet and appraisal is
processed.

COMPETENCIES FOR HI -POT EMPLOYEES

A. Scalability
1. Technical Proficiency
 Job Knowledge
 Job Skills
 Standards of Work
2. Leadership
a) People Management
 Caring for People
 Developing and Coaching of People
 Driving collaboration within and between teams.
b) Resource Management
 Planning and Prioritizing
 Utilization of Resources
 Monitoring, Review and Up gradation of standards, systems and
processes.
B. Aspiration
1. Desire to grow professionally
 Commitment to self-development
 Response to Training and Development
 Initiative to Improve Work
 Mobility (NA for EwD’s)
 Desire to train cross functionally
 Attendance and Punctuality
On the basis of these factors, High potential employees are selected and among those SHA
(Super High Achiever) as selected.

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Score Card for assessing HI-POTS:

S.NO FACTORS SUB-FACTORS WTG. SCORING

1 Past Performance Avg. KRA rating for 12% Rating 1,2,3,4
Track Record previous appraisal year

Avg. Behavior 18% Rating 1,2,3,4

Competency for the
previous appraisal year
2 Scalability Technical Proficiency 15% Rating 1,2,3
People Management 15% Rating 1,2,3
Resource Management 15% Rating 1,2,3

3 Aspiration Desire to grow 15% Rating 1,2,3

professionally
Mobility 10% Rating 1,2,3
OVERALL POTENTIAL Rating 1,2,3

9. PRISM (Payroll informatory system management)

It is software used by Lemon Tree Hotels for managing the salary accounts of the
employee. All the details of an employee are stored by the system namely the
earnings/deductions, loans, LIC policies, statutory details like PF account number,
PAN number - ESIC number, Unit, department etc.
Currently they are using PRISM but soon they’ll switch to SAP Software.

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WORK DONE

1. Joining Formalities
 2 Days in a month – 1st/ 15th
 Assisting with all documents/ forms filling
 Making personal files
 Coordinated in conducting Induction and ISL Training

2. Recruitment
a) Screened the resumes of the candidates for the position of GRE- Front Office (Guest
Relation Executive), GSA (Guest Service Associate) Front Office, Finance
Executive, Sales Executive.
b) Coordinating Interviews
Calling up candidates and scheduling interviews.
c) Reference Check
Calling up the references provided by the prospect employee for checking on his
background.
d) Offer Letters, Medical Verification and Police Verification. Helped in preparing
Offer Letters, Medical Verification and Police Verification
e) Coordinated in proceeding EXIT interview.

3. NKOB (New Kids on Block) and NJOB (New Joining on Block)

Helped in preparing a fortnightly e-mail circulated to all with details of new joiners.

4. Reports
 Worked on department wise data on total number of Employees with Disabilities
working in hotels.
 Prepared department wise data on total number of employees with disabilities exists
in hotel all across 48 Hotels.
 Assisted in strategizing the annual target of Employees with Disabilities and
distribution of targets in units.

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5. Apprentice Recruitment
 Interviewed 5 candidates and enrolled them for Apprenticeship Program.
 Completed all the joining formalities.

6. Indian Sign Language (ISL) Training

 Coordinated and attended the training
 Practicing and interacting with the hotel staff

7. Coordinated in Conducting Events

 Coordinated in conducting interview of SHI with Media.
 Coordinated and conducted monthly events and special days.
 Coordinated in conducting sensitization program for F&B service department.

8. Searched NGO’s
Coordinated with all the HR managers and collected information of all the tie up NGOs
(PAN India) and also, coordinated with 3 NGO’s for recruiting abandoned girls.

9. Auditing of Files
Done the auditing of about 500 personal files of employees with the checklist. Files
include the current Employees Files, Left Employee files and New Joiner Files.

10. Notice Board Decoration

Decorated notice board for the month of March, April and May.

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LEARNINGS

1. Recruitment & Selection Process

I have learnt how to recruit and select deserving candidate for the Job, based on Job
specification and Job mapping. Also learnt about the different processes to recruit
People with Disability and without Disability, how to complete the joining formalities
and all the forms required to on board the candidate.

2. How to conduct Induction

I have learnt how to coordinate and conduct the induction of the employees.

3. Indian Sign Language

It is mandatory for every employee to learn the language at Lemon Tree Hotels. They
have to certify after 3 months of joining. It is important to learn the language so that
one can easily interact with the people with Disabilities. I learnt this language and used
while interacting with SHI’s.

4. Performance Management System

I learnt that on what factors HI-POTS and SHA’s are selected and what all
competencies are required to be a High Potential Employee.

5. Employee Engagement
Learnt that how to plan, coordinate and conduct events.

6. Analyzing Data
I worked and analyzed the ODI’s Data and learnt that EwD’s distribution is planned
according to the Total manning of the department.

7. Preparing Target Sheet

I have learnt that how to prepare the target sheet of EWD’s and EcoSoc and how to
distribute the targets in quarters.

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 8. Basics of Statutory Compliances
I have learnt about the basics of statutory compliances, which includes EPF, ESIC,
Gratuity Act and Bonus Act.

CONCLUSION

 The Employee with Disabilities is so satisfied with the working culture and
environment that they invite more candidates to join the organization. (Follows
“EOBO” process)
 The attrition rate of EwD’s is low as compared to the people without Disability.
(Loyalty towards the organization is high)
 The number of EwD’s increased tremendously in FY’18.
 It is mandatory to learn Indian Sign Language for every Employee.
 These employees are treated equally and are given similar benefits as other employees.

RECOMMENDATIONS
 The induction of SHIs be dealt separately so that, they can focus and understand better.
 Lemon Tree Hotels should have a proper workshop in which the employees with
disabilities should be made clear about their job profile and job description.
 Lemon Tree Hotels should provide advanced Indian Sign Language to all the HRs and
HOD’s besides Basic Indian Sign Language.
 These employees should be motivated frequently and should be encouraged more often
to enhance their performance.

LIMITATIONS
 Limited time to study and understand about the People with Disability.
 All the Information cannot be included in the study because it is confidential as per the
policies of Lemon Tree Hotels.
 Convenient Sampling is used as the mode of research.

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ANNEXURE

Methodology
A questionnaire of 12 questions was shared with the HR team.

Analysis
Question 1: What types of disabilities you handle in your unit?
Findings:
Down Syndromes
Speech and Hearing Impaired
Autism
Orthopedically Handicapped
Slow Learners

Question 2: If the HOD of any department changes then who deals with the EWD's and
how do you sensitize the new HOD?
Findings:
Sensitization Program is conducted for them

Question 3: Do you chat with EWD's after 10 days of joining just to know that how
comfortably they are settled in the organization?
Findings:
Yes

Question 4: In case of EXIT, whom they contact first?

Findings:
HOD and HR

Question 5: Does EWD's have any kind of God Father in the organization. If yes, then
generally who?
Findings:
No, they interact and share their problems with HOD & HR.

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Question 6: What are the three main reasons of EWD's to leave the organization?
Findings:
Salary, not able to adjust to the work environment, Shift timings sometime., workload.
Question 7: In case of Re-hire, what are the parameters you check before hiring?
Findings:
Past Performance & Reason for leaving the Job
Question 8: In case of any conflicts and resolutions do you involve the family
members/Guardian of EWD?
Findings:
We involve the NGO from where we have hired. Family members on very rare chance.
Question 9: What do you think we should do to control the attrition of EWD's and How?
Findings:
More Interactions with EwD’s to understand their problem & sensitizing other team members.
Question 10: Which all functions/Operations will be hampered if we increase the strength
of EWD's by additional 5%. How will you tackle that?
Findings:
We can increase the EWD’s, but need to give them proper training, so that work doesn’t
hamper.
Question 11: Do you think we all are totally sensitized and wholeheartedly accepted the
EWD's in the system?
Findings:
Yes
Question 12: HI-POT Employees among EWD's are very marginal. What can we do to
enlarge the list?
Findings:
We need to plan 101 & other training manual for them.

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REFERENCES

1)https://economictimes.indiatimes.com/jobs/why-companies-are-hiring-people-with
disabilities/articleshow/61609438.cms
2) https://www.sciencedirect.com/science/article/pii/S1809227616306403
3)https://www.shrm.org/academicinitiatives/universities/TeachingResources/Documents/Rec
ruitment%20and%20Selection%20IM.pdf
4)http://www.greenhotelier.org/our-news/industry-news/lemon-tree-showcase-inclusive-
employment/
5)https://www.lemontreehotels.com/getattachment/c8ace288-fdac-46e9-880e-
10dfe146148c/Differently-abled-youth-on-a-new-high-at-Lemon-Tre.aspx
6)http://www.hrkatha.com/news/901-the-specially-abled-happy-people-at-lemon-tree-hotels
7)https://www.thehindubusinessline.com/opinion/columns/chitra-narayanan/service-with-a-
smile-and-the-best-of-ability/article9732196.ece

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 TABLE OF CONTENTS

AUTHORISATION ................................................................................................................. I
ACKNOWLEDGEMENT ......................................................................................................II
EXECUTIVE SUMMARY ..................................................................................................... 1
INTRODUCTION.................................................................................................................... 4
THE LEMON TREE HOTEL COMPANY............................................................................ 4
CORPORATE SOCIAL RESPONSIBILITY ........................................................................ 6
AWARDS............................................................................................................................... 6
SWOT ANALYSIS OF LEMON TREE HOTELS .............................................................. 8
FINANCIAL INDICATORS .................................................................................................. 9
LITERATURE REVIEW ..................................................................................................... 10
SELECTION PROCESS ...................................................................................................... 10
IMPORTANCE OF SELECTION PROCESS ..................................................................... 10
SELECTION PROCESS AND STEPS ................................................................................ 11
EMPLOYEE ENGAGEMENT ............................................................................................ 12
CATEGORIES OF EMPLOYEE ENGAGEMENT ........................................................ 12
ABOUT PEOPLE WITH DISABILITIES ACCORDING TO THE RIGHTS TO
PEOPLE WITH DISABILITY ACT ................................................................................... 13
DATA ON DISABILITY ACCORDING TO THE CENSUS 2011 ..................................... 13
SELECTION PROCESS FOLLOWED BY LEMON TREE HOTELS TO HIRE
PWD’S ..................................................................................................................................... 16
EMPLOYEE ENGAGEMENT ............................................................................................ 18
MINI PROJECTS .................................................................................................................. 20
WORK DONE ........................................................................................................................ 25
LEARNINGS .......................................................................................................................... 27
CONCLUSION ...................................................................................................................... 28
RECOMMENDATIONS....................................................................................................... 28
LIMITATIONS ...................................................................................................................... 28
ANNEXURE ........................................................................................................................... 29
REFERENCES ....................................................................................................................... 31

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