ACCOR Group

NOVOTEL
Principles of Management: Introduction
HOTELS AND RESORTS
An establishment makes in course of time with complexities. With the
extension of complexities, managing the business concern winds up irksome.
The need of essence of the administrators has extended enormously. The
board isn't only essential to business concerns yet furthermore principal to
Banks, Schools, Colleges, Hospitals, Hotels, Religious bodies, Charitable
Trusts, etc. Every strength unit has goals of its own. These goals can be
practiced with the co – usable undertakings of a couple of staff. Made by
different individuals are fittingly organized to achieve the objectives through
the technique of the board. The administrators in associations and affiliations
have the limit that organizes the undertakings of people to accomplish goals
and focuses by using open resources gainfully and reasonably. The board
consolidates arranging, sorting out, staffing, planning, and controlling a
relationship to accomplish the goal or target. Resourcing incorporates the
sending and control
A Project of HR,submitted
report cash related resources,
by LT-C06 mechanical resources, and
ordinary resources. The officials are in like manner an academic control, a
human science whose objective is to examine social affiliation. The board has
created since the world appeared. At whatever point collective endeavors are
required to accomplish anything, there is a requirement for the executives.
Different administration scholars built up their own techniques for legitimate
administration in their occasions. The venture stresses on the principles of
management and the standards created by the administration masterminds in
the cutting edge the board time frame. These standards are talked about and
checked with the hospitality business. We picked "Accor Hotels" for the
contextual analysis. The task will demonstrate the employments of standards
of the executives and the most significant capacities in the association and its
working.
 Industry Overview

Hospitality industry is a huge group of business that provides services to the

customers and is majorly focused of customer satisfaction. It is the industry
that believes in “Atithi Devo Bhava” which means Guest is god and remained
a central tenant of the structure for the entire industry.
The industry mainly depends on its people and plays an important role in
economic and societal development. It is mainly because of this industry that
customer satisfaction is secured, and the people of our country want to
explore various components of this industry.
This industry also improves the country's image, and appeal voyagers and
business markets. All things considered, guests would be content with their
developments and need to reuse your organizations if your vacationer guide
is neighbor, mindful and works magnificently as a perspective raiser. That
isn't all, the warmth business makes quality work. Agents in this industry are
deliberately arranged about and social aptitudes for best buyer
unwaveringness. They are required to show off in vogue, energetic and
various types of work in an upheld way. Constantly, they ought to coordinate
with customers with different social estimations and quality discernments.
That is all that anybody could need to show how tricky, versatile and
instructive they are.
 Hotel Overview
Accor is the account of two friends, Paul Dubrule and Gérard Pélisson, who
opened their first Novotel in 1967 when no one in France yet believed in this
new motel game plan. Through their imaginativeness and force, they pushed
the points of confinement of what is possible ever further. Today their dream
of cordiality has advanced toward getting to be Accor. A breeze of triumph
still blows over our Group which joins in excess of 4,900 areas in 110
countries. Happy recipients of the prime supporters' vision, our 280,000
talented people continue structuring the cheerfulness of tomorrow and
breathe life into their vitality for the guest. Accor is a world-driving expanded
cordiality gathering offering novel and significant encounters in practically
the entirety of its inns, resorts, and homes crosswise over various nations.
With an unmatched arrangement of brands from extravagance to economy,
Accor has been giving cordiality savoir-faire to over 50 years.

In Lucknow, Novotel has an inventory of 106 rooms spread across three

categories which are Basic, Executive and Suites. It has been Urbanely
designed and successfully features a host to all the 5-star amenities that a
guest is looking for in a visit. They also have multiple operational restaurants
including The Square (All day dining restaurant), The Bar (Bar). The hotels
major income comes from its Rooms division. Their major focus is on the
business travelers which constitutes for about 44% of the guests arriving at
the hotel. Apart from the business travelers the other guests include 34%
families, 17% couples, 5% solo travelers.
In the current scenario, with the increasing competition Novotel Lucknow
maintains a market share of about 8% and has an average occupancy of 65%.
One of the major drawbacks of this property is that it has a small banquet
space, therefore is it does attract the MICE clientele. Our learning team got
an opportunity to visit this beautiful property and interact with its employees
to understand how the principle of management play an important role in
their day to day operations across all departments that function in the hotel.

Planning
The obvious reason for planning is to give headings where the endeavors
ought to be channelized to accomplish the ideal outcomes in the most
productive way conceivable. The targets of the association are characterized
in straightforward and clear words during conveying the set-up plan. In
Novotel, duty roaster approach is followed. A roaster is made for every 14
days making the division of work easy. It helps the employees to know about
their assigned shifts along with the areas they are supposed to work at.
While interacting with one of the heads of the departments, it was discussed
that as and when any employee wants to take a leave, they should inform
their respective Managers on prior notice so that it does not hamper the
operations which truly shows effective planning.
Novotel as a hotel also believes in maintaining the efficiency of its staff. As
an employee you only get to work for 7 days in a night shift in a month.
Since a hotel never closes, employees should be available in the operational
environment round the clock but stretching them in night shifts more than 7
days tends to hamper their work life balance, sleep cycle etc. It also makes
them less efficient towards their job role.
Inventory management also comes as a part of the planning in a hotel. It
majorly depends on certain factors like any major conferences or events
happening around the city. There are times when there are no room available
all around the city. Those dates are called Black Out dates. It is very
important for the managers to handle inventory efficiently during those dates
to avoid any overbooking. Similarly, other departments also need to be
prepared for such conditions as Black Out dates means entire hotel to be sold
out. They must plan their inventories and stores much in advance to avoid
any last-minute confusion which might affect the operations directly or
indirectly.
There are different planning methods that are used in Novotel that helps the
to cater all types of guests. Guests come in to a hotel for various purposes, for
example: Leisure, corporate travel etc. They all come with different
expectation that are needed to be fulfilled from the hotel’s point of view.
Effective planning can help them to achieve guest satisfaction and can create
that experience in the minds of the guest which results in a positive feedback.

Organizing
This industry is a quickly developing industry. In the wake of setting up plans
the following capacity of each supervisor is to compose the exercises and
building up a structure to execute the arrangement. Setting up a structure
means choosing the system of working of the representatives, what number
of posts or assignments are required in every division, how to circulate the
specialist and obligation among various individuals. When these choices are
occurred, a hierarchical structure gets set up. As indicated by this guideline
the entire work must be separated into little errands or units and as opposed
to relegating the entire work to one individual one undertaking or unit of
work ought to be doled out to one individual as per the ability, capability and
experience of the individual. At the point when an individual is playing out a
piece of the activity over and over, he will wind up flawless and spent
significant time in doing that and the productivity level will improve. A brand
speaks about it organizing strategies through its operational activities.
Organizing at the same time also means that there should be a certainty given
to the employees. Accor as a company specifically defines organizing into
two parts: Salary Part and Culture Part.

 An employee when joins an organization, it brings the cultural along

with him that he belonged to. A culture floated within the employees is
very important. It is not necessary that each employee belong to the
same culture, however it is important for a manager to foresee the
 productivity of the department and all the employees should work
together as a team. A negative culture in the environment will not be
good.
Since the competition is increasing the market, employees need to be paid a
good amount of salary for them to work efficiently else they will move to
some other organization.

Staffing
Staffing includes recruiting applicants and selecting those who are best
qualified for the desired position so as to achieve the planned goals and
objectives and retaining them in the organization.
1.Staffing starts with the Recruitment process which can be done through
internal sources which includes transfer, promotion, re-employment or
through external sources such as promoting the recruitment for a particular
job position on different media platforms or direct recruitment, employment
exchange, placement agencies, campus recruitment etc.
2. Shortlisting the candidates on the basis of various skills and capabilities
required in the job as per job description.
3. Different processes such as Aptitude test, Group Discussions, Extempore
etc for selecting the candidates and then appointing the right fit for the job.
4. It involves orientation and training of newly appointed employee so as to
teach him new skills and standard operating procedures of the organization
and perfecting the skills of existing staff. Training can take place either on
the job which means putting the employee in the actual working situation so
that they get used to it or there can be off the job training which takes place in
a room in the form of a lecture or demonstration.
5. It involves retaining the staff in the organization which is considered as the
most difficult task.

Job Design
Various statements, such as job description which is a written statement
given by the company to the applicants who wish to apply consisting of the
duties and responsibilities with the designation which the employee will be
supposed to do and job specification is a statement consisting of educational
qualifications, skill sets and other level of experience required, are designed
at the time of planning which help the in the process of staffing.
While Interacting with one of the departmental head of Novotel, Work
schedule is made for the staff which displays the no of hours each day in a
week an employee is going to do the job considering the preferences of the
employees as well as requirements of the department which helps them to
create a communicative family type culture which in turn increases the
productivity and efficiency of the department. It was also discussed that the
no. of employees required in the department to meet guest and operational
needs are calculated at the time of planning itself.
Directing
Directing involves showing the right path to the employees, giving them
instructions of what and how they are supposed to do their duties and
responsibilities, guiding them while they are performing their job which may
also include motivating the employees so that they can align themselves with
their organization goals and objectives. Directing is a very important
continuous management function which comes from the top to the bottom of
the hierarchy.
There are 4 most important component of Directing-leading, motivating,
communication, supervision.
1. Leading is a very crucial management skill that is used in different
situations and is also associated with other management skills such as
 organising, coordinating and staffing. In Novotel, one of the Head of
Department told us that leadership covers forecasting, learning and
development and setting an example. He said a leader should have the
ability to analyze the work which is supposed to be completed,
organize the work in a logical order and should also look after the
environment in which the tasks will be performed.

We also had a discussion of what style of leadership is followed which

came out to be combination of lassie faire and authoritative. He said
our employees are having all the right to take decisions and talk to their
seniors whenever they feel like creating sort of a family culture but
they are few things which are supposed to be followed as instructed and
no changes or innovation is expected out of them.

2. He explained that they have taken handful of measures to motivate

their employees after doing a survey of the employees. He explained
following factors-
I. He explained good salary as the most important factor to increase
productivity and promote growth of the employee as well as of the
organization.
II. Providing them leaves in case of an emergency and also involving
them before making the duty roster so that employees can also share
their preferences and requirements.
III. Strict working hours for the employees which is 9 hrs so that they can
have a work life balance.
IV. They provide 6 off in a month which they are further going to increase
to 8 days.
V. They have started a program named Bienvenue for the employees of
the Accor group under which they can enjoy stay in a branded hotel at
a price which even OYO can’t compete with, providing restaurant
deals at half price which even goes with their family and friends and
many more.
 3. Communication is very important when it comes to teamwork as a
simple mistake can create huge conflict among employees which could
hamper the guest services. So communicating everything starting from
the task they are supposed to perform, how they are going to do it,
when they are going to do it should be clearly mentioned either in the
meeting or in the written format.
4. Supervision involves giving the employees instructions and guidance in
the ongoing process with doing regular inspection meanwhile
supporting and coordinating with the staff and also bringing together all
the available resources and ensuring that the work is performed
effectively, efficiently and on time.

Controlling
Every organization coins some policies of internal controls in order to protect the
property of the hotel. However, internal control policies are effective only
when managers are having confidence in the policies importance and follow
the established procedures under them. The control process ensures that the
actual results are met with planned results. This management function is
primarily focussed on overseeing the ongoing processes and operations and
taking corrective actions whenever required.
Over the discussion on controlling with the concerned person, he explained
us they have certain KTAs (Key Task Areas) which they relate it as Key To
Success assigned to every employee in the organization under which they are
expected to perform their duties and responsibilities with some short term
objectives which they are expected to achieve in a specific time period which
helps them to align themselves with other employees as well who are
working towards a common goal. These KTAs are specially designed for
every employee after considering the areas of work and the employee’s
individual capabilities which can help them to grow in the organization.
We also discussed over various controlling issues in the department which he
takes care were mostly among employees and in order to solve them he takes
various measures such as keenly observing the behaviour of the employees
and how they react, he also gets one to one with them in order to get to know
more about them and discussing over their problems whether it is personal or
professional and then finding probable solutions for them which can only
happen if we are able to connect with them as it also helps in promoting
healthy environment like of a family in the organization and which in turn
helps in better performance in terms of profits, revenue, productivity and
efficiency.
Conclusion

The accommodation business is most likely the greatest manager on earth and
vehemently adds to the overall economy. The gauges of the board are all
around proper paying little regard to changing conditions in the convenience
business especially in the Hotels business. Executing Principles of the board
in the affiliation accomplishes a change and improves the idea of business.
Genuine arranging, sorting out, staffing, organizing and controlling outfits
the organization with an indisputable picture of the idea of the organizations
gave, yet what's more makes the hotel owners discover the necessities, tastes,
tendencies and wants for the guests. It is likely that manner improves various
workplaces which can be given by the lodgings to their customers. It helps
the relationship in setting the rules for the plan of organizations in the
neighborliness business. In this forceful and globalized world, staff
acknowledgment and hands on getting ready expect an indispensable
occupation in the friendliness business. During the acknowledgment
methodology staff grabs finding out about the organization they are getting
serious in. In hands on planning staff gets an opportunity to perform and
develop their social capacities. Through this strategy the laborers furthermore
make social capacities, which is a significant issue in the organization
business. The board ought to guarantee that the delegates working for the
affiliation expect and look for distinctions for their work. That makes them
progressively well disposed towards the affiliation. Since Accor Hotels social
event completes and seeks after the greater part of the norms and all the
components of the board, it has created as the undisputed pioneer in the
accommodation business. Profitable and reasonable working makes them the
most supported hotel to spend a trip.